Working with Orders

You can track orders from partner warehouse in your personal account in the FBP → Orders from partner warehouses section.

Statuses #

Ozon assigns a status to every order. It helps to understand which stage your order is at:

Awaiting packaging: the partner warehouse received the task and started packaging the order.
Registration in progress: the partner warehouse has packaged the order.
Ready for shipment: the partner warehouse is waiting for the carrier to transfer the order.
Accepted for delivery: the carrier accepted the order and sent it for delivery.
Arrived at the pick-up point: the order was delivered to the pick-up point.
Presumably delivered: the customer received the order.
Delivered: the customer didn’t dispute receiving the order and picked it up.
Canceled: the order was canceled.

To view:

All new orders at the partner warehouse: open the Awaiting packaging tab.
Packaged orders at the warehouse: open the Awaiting shipping tab. The warehouse employees are preparing it to hand over to shipping provider. Order processing and handover takes up to 24 hours.
Shipments handed over to the shipping provider: open the In transit tab. Products from partner warehouse are picked up daily at 10:00 Chinese time.
Shipments refused by customers: open the Disputed tab. You can contact them to find out the reason:
1. On the Disputed tab, click the shipment number.
2. On the shipment page, click Contact the customer.
Delivered orders: open the Delivered tab.
Canceled orders: open the Canceled tab. You can view the cancellation reason and its initiator in the Cancellation reason and Cancellation initiator columns.

You can view the cancellation reason in the Logistics → Orders from my warehouses → Canceled section, in the Cancellation reason column.

Initiator	Reason	Details
Partner warehouse	The product is damaged or lost during storage at the warehouse.	Damage or loss of products is compensated by the warehouse. You can view compensation terms and amounts on the partner website.
Shipping provider	• The order contains products that are prohibited for transportation or don’t meet the shipping provider requirements. • The order is lost during shipping.	If Ozon doesn’t find the order, you get compensation of its cost 20 days after cancellation. You can check the compensation accrual in the Finance → Documents → Compensation section.
Customer	—	Customers can cancel orders in the Awaiting packaging status.
Ozon	• The order violates the rules of the contract. • The customer doesn’t provide passport details within 24 hours after placing the order. • The customer doesn’t pick up the order.	—