Where cancellations, unredeemed orders, customer returns will be sent to

Where your product will end up after it’s cancled, unredeemed, or returned depends on its price, quality, and your settings in your account.

To check where the product is sent to, go to Returns → realFBS and FBP Returns → the Delivery Service filter.

Sending returns via WHD

This feature is enabled by default for all orders delivered to Russia.

Canceled, unclaimed, and returned quality products will be sent via the WHD warehouse for resale.

The average order creation time is 3 to 14 days after the product is delivered to the warehouse. If the product fails to be sold within 120 days, it will be disposed of.

Under what circumstances the product is sent via WHD warehouse

If a canceled, unredeemed, or returned product meets all the criteria at once, it will be sent via the WHD warehouse:

• Sending returns via WHD is available and enabled for you.
• The customer has not filed a quality claim, and the product meets the good quality criteria.
• The product can be accepted at the warehouse and is not included in the list of prohibited products.
• The product price in your account exceeds 500 rubles at the exchange rate as of the order date.

If a canceled order contains multiple items and at least one doesn’t meet the criteria, sending via the WHD warehouse will be unavailable.

Disable setting

You can disable and select a different returns setting:

1. In realFBS and FBP Returns click Settings.
2. Select Sending returns via WHD.
3. Click Disable to apply the setting to all products or specific product categories.

Product quality check criteria

Orders that customers return or cancel for reasons not related to defects or damage are considered quality returns and sent via the WHD warehouse for resale.

Before acceptance at the warehouse, we will double-check the returns and resell only products without defects or damage.

• A product without defects will be available for resale.
• The product with a minor defect will be marked down. For example, if the package is damaged.
  Learn more about markdown

If the return reason is related to poor quality of the product, it will be sent for disposal. For example, if the product is damaged or isn’t working.

Learn more about disposal costs

Specify the manufacturer’s barcode (EAN) on the PDP or generate the Ozon barcode (OZN), then stick it on the product before shipping. We’ll accept the order at the warehouse with or without it, using the label on the package. However, in case of shortage or loss of such a product, we won’t be able to reimburse you for its cost.

Learn more about barcodes

Track products

Products delivered to the WHD warehouse for resale are reflected:

• in Products: the “On sale via WHD” column shows the number of accepted product units;
• in Returns → realFBS and FBP Returns: the “Return status” column will show “At the warehouse”.

If the product is purchased again, it appears in the shipment details in Returns → WHD → WHD orders.

If a product in the repeat order is canceled, unredeemed, or returned, it appears in Returns → WHD → WHD Returns.

If a product is canceled, unredeemed, or returned once more, it can only be sent via the WHD warehouse.

Check the status in WHD Returns:

Under what circumstances the product is disposed of

The return is disposed of if:

• a product defect is detected at the warehouse;
• the return fails to be sold within 120 days of storage, starting from the date of its most recent warehouse placement date.

The list of products and the reason for the write-off will be reflected in Returns → WHD → Write-off products.

Learn more about disposal costs

Tariffication of returns via the WHD warehouse

Returns fees via the WHD warehouse are fixed in fees and tariffs.

Sending to partner warehouse

The partner accepts the product and provides you with the opportunity to choose its next step: send it to your warehouse, dispose of it, or leave it for storage.

In what cases the return goes to the partner

If the product doesn’t meet the criteria or you have disabled Sending Returns via WHD, the product will be sent to the partner warehouse provided:

• for FBP and realFBS cancellations: the shipment cost exceeds 5000 rubles at the exchange rate as of the order creation date;

• for unredeemed orders and customer returns under FBP and realFBS: the cost exceeds 5000 rubles at the exchange rate as of the order creation date, and you have selected a specific return partner in the warehouse settings.

  If a partner is not selected, Ozon will appoint them automatically.

Managing returns from the partner warehouse

FBP and realFBS cancellations

The shipments will be handed over to the delivery service that handled the shipping.
To return the product to your warehouse, contact the carrier yourself.

FBP and realFBS unredeemed orders and customer returns

Read the partner terms and choose a partner who delivers to your country.

1. Select a partner when creating or editing a warehouse in Logistics Management in step 3 in the “Returns to Ozon Pick-Up Points” block.
   You can change the Returns Partner at any time.
2. Register on the partner platform following the instructions.
3. After the product appears at partner, go to their account and select the action:

• arrange for self pick-up;
• order delivery to your warehouse in China, Russia, Hong Kong;
• leave for storage;
• dispose of.

If you don’t make a decision within 14 days after the product arrives at the partner, the product will be disposed of at the provider’s warehouse.

Learn more about returns to the partner warehouse

Sending returns for disposal

Ozon disposes of canceled, unredeemed, and returned profducts in the following cases:

• For FBP/realFBS cancellations:

  • The product price is up to 500 rubles at the exchange rate as of the order date: disposal only, regardless of product quality.
  • The product price is up to 5000 rubles and Sending Returns via WHD is unavailable or disabled by you.
  • The product is damaged and is not transportable.

  In case of FBP/realFBS cancellations, Ozon doesn’t charge you for product disposal, and the rights and obligations for the product are transferred to the logistics partner.

• For FBP and realFBS unredeemed orders and customer returns:

  • The product price is up to 500 rubles at the exchange rate as of the order date: disposal only, regardless of product quality.
  • The product price is up to 5000 rubles and Sending Returns via WHD is unavailable or disabled by you.
  • The product is damaged and is not transportable.
  • You selected disposal in the warehouse settings.
  • Ozon may change your warehouse settings to disposal if you fail to select an available service in your account within 30 days of the product delivery to the Partner.

  We will notify you about this in your Ozon account 7 days in advance. To prevent the method from being switched to disposal, use one of the available services in your provider account within 30 days.

If a product is canceled, unredeemed, or returned once more after resale via the WHD warehouse, certain disposal terms apply.

Return to the seller warehouse by agreement

Available only for customer returns.

In case of return by agreement, the customer sends the return to your warehouse via mail or through a third-party delivery service. After approving the request, we’ll provide them with instructions with your address and phone number.

The return goes to your warehouse if:

• it’s a bulky product:
  • its weight is over 35 kg;
  • its maximum side is greater than 200 cm;
  • its volume is over 500 liters.
• There is no Ozon pick-up point in the customer’s city.
• The return is processed from CIS countries.

To return products to your warehouse:

1. In Logistics → Logistics Management, click Edit and in step 3, in the “Returns by Agreement with Customer” block, set up the return pick-up address.

If you haven’t specified the warehouse address for returns or entered it incorrectly, the customer won’t be able to return the product. In such cases, we request your address. If you don’t respond within 2 calendar days, we’ll refund the customer without requiring them to return the product.
Learn more about setting up a warehouse for receiving returns

2. Wait for the product return and make a decision on the refund.
   Learn more about working with returns by agreement

Return sending settings

Step 1. Set up sending returns via the WHD warehouse

If you agree, no action is required.

The setting is enabled by default for products that meet the criteria.

If you don’t agree, disable the setting for all returned products or specific product categories.

Step 2. Set up a return provider

If the Return to Ozon Pick-up Points setting is available to you, select Send back or Dispose for unclaimed products and customer returns.

For one warehouse, you can only select one return method. The returns partner doesn’t depend on the choice of a logistics partner for the direct flow.

To do this, when editing or creating a warehouse, go to Logistics → Logistics Management in step 3 select the required provider in the “Returns to Ozon Pick-Up Points” block.

To find out which return partner is enabled, click on the warehouse name on the Logistics → Logistics Management tab.

Learn more about optimizing return logistics and changing direct and return flow partners
Learn more about registering and creating an order for processing

You can view details about returned products in the returns report.

Step 3. Add the shipping address for your warehouse

This method is only available for customer returns delivered to CIS countries, for bulky products, or if there are no Ozon pick-up points in the customer’s area.

In Logistics → Logistics Management, click Edit and in step 3 in the “Returns by Agreement with Customer” block, set the return pick-up address.

Learn more about setting up a warehouse for receiving returns