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Returns to Ozon Pick-up Points

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Principle of work

  1. If you decide to get returns back instead of disposing them by Ozon, sign up on the platform of the selected partner.

  2. After handing over the product to the partner, create a return processing request on the partner’s website.

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

1. Product disposal at Ozon warehouse

When the customer returns the product to the pick-up point, an Ozon employee checks it. The return isn’t accepted if another product is specified in the return request or the product has been in use, and is returned because it doesn’t fit or the customer doesn’t like it.

If the return is accepted, the product is sent to the nearest Ozon sorting center for disposal.

Learn more about costs of processing returns

The return can be sent for disposal if:

  • The product price is up to 1,500 rubles.

    The product price is a price of a product in your personal account at the conversion rate on the date of order placement.

    Customers keep the majority of returns that cost up to 1,800 RUB, regardless of the return method enabled in your personal account. In some cases, we may require customers to return such products to the pick-up point. For example, if they often request returns.

  • The returned product is damaged and can’t be transported.

  • You’ve enabled the “Dispose” method in the warehouse settings.

If you don’t make a decision on returns delivered to a logistics partner warehouse within a month, the default return method changes to “Dispose” for all delivery warehouses. We notify you about this in your personal account 7 days in advance. To keep the current return method, make a decision on returns in your personal account of the logistics partner. You can change the return method at any time and receive returns to the logistics partner warehouse again.

You can view which products are disposed of in the Logistics → Returns section. The “Ozon (disposal only)” method is shown in the Delivery service column.

After disposal, you see the “Disposed of by Ozon” status in the Return status column.

Upon your request, Ozon provides documents on disposal.

2. Product is shipped and delivered to the partner’s warehouse

You can view the name of your return logistics partner and return location in your Ozon personal account in the Logistics → Returns section:

  • On the On the road tab: for returns accepted at Ozon pick-up points and sent to partner’s warehouses.

  • On the For the partner tab, you can view all current statuses from the shipping provider and return movement in the partner’s logistics. The average return delivery time to the partner’s warehouse is 5–10 days.

    Return statuses from the partner

    Status Description Seller action
    Accepted by the partner The partner receives the product and check it under Ozon’s terms and conditions. Wait for the check to be completed.
    Awaiting decision The product has passed the check. Select the processing method. In your provider personal account, select the service. For example, return or disposal.
    Processing by the partner The partner is performing the selected service, for example, preparing the product for shipping. —
    Released by the partner The partner has performed the selected service, for example, pickup or delivery. Check the product upon receiving.
    Disposed of by the partner • You’ve selected disposal in your partner personal account.
    • You haven’t decided on the return within 14 days.    		 —
    Lost by the partner The partner can’t find the product. In your provider personal account, contact support.
    Damaged by the partner The product is damaged during processing. In your partner personal account, request evidence.

    You can view the refund status next to the return status:

    • : Ozon rejected the refund request.
    • : Ozon approved the customer’s refund request. You can dispute the decision after receiving the product.

    To make a decision on the return:

    • Hover over the return status in the list of returns and follow the link to the partner personal account.

    • Click the request number in the Request number column. In the Return information field, follow the link to the partner’s website.

  • On the Resolved tab, you can view requests with statuses that can’t be changed. For example, “Rejected” or “Dispute opened”.

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