Returns to Ozon Pick-up Points

If the customer returns the product to an Ozon pick-up point, we’ll bring the product to the IML partner’s warehouse.

View the verification result on the partner’s website and make a decision on the return. You can pick it up from the warehouse, deliver it to your warehouse in Russia, China, or Hong Kong, leave it for temporary storage in the warehouse, or dispose of it.

When working with returns to pick-up points:

• Check the requirements of Russian legislation for returned products in your category. If you reject the return request, describe in detail the rejection reason.
• Offer partial compensation to the customer.

Learn more in the Consideration of return requests training program

You can outsource the processing of return request to the Ozon pre-moderation service. This service is free of charge until November 2024. To start using it, contact support service.

If the customer refused partial compensation and wants to return the product, you can:

• dispose of the return and receive partial compensation;
• order the return delivery to your partner in Russia.

Ozon logistics partners in charge of returns and Ozon itself don’t ship products to Turkey.

Dispose of the product and receive compensation #

The amount of compensation for the disposed product depends on its weight, price, and the return reason. The compensation is credited to your account within 7 days after sending the refund to the customer.

If the product is damaged due to the carrier’s fault, you can receive full compensation of the product price from the carrier.

Learn more in the Compensations to sellers training program

Return products to the warehouse in Russia #

If you don’t want to receive partial compensation from Ozon for the return disposal, sign up on the IML partner platform to track returns to Ozon pick-up points and make decisions on them.

The sign-up form on the IML platform is only available in Chinese. After signing up in to your personal account, you can work on the platform in English, Russian, or Chinese.

To start working with returns on IML:

1. Create an account on the IML website.
   How to sign up on the IML website (PDF)
2. In your Ozon personal account, get an access key:
   1. Open the Settings → API keys section.
   2. Click Generate key.
   3. Specify the key name and select Returns or Returns read-only, depending on the user’s role. Click Generate.
   4. Make sure to save the access key: it’s shown only once.
3. In your IML account, sign in with Ozon:
   1. In the System settings → Third-party authorization section, click Add New Authorization.
   2. In the Platform Information field, select integration with Ozon.
   3. In the Business Type field, select Return the product.
   4. Specify the Seller ID and access key from your Ozon personal account.
   5. Confirm the authorization.

Services of logistics partners for returns are paid. Ozon isn’t involved in any of these settlements.

1. Customer brings the return to the Ozon pick-up point #

To return a product, the customer creates a request, specifies the return reason, and attaches images of the product.

If a return request is approved, the customer brings the product to the pick-up point, and 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 warehouse of the IML partner. The request status in your personal account changes to “On the way”.

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

2. Product is delivered to the IML partner’s warehouse #

You can track the return location in the Logistics → realFBS returns section of your personal account:

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

• on the Resolved tab with the “Passed on to partner” status: for returns delivered to the partner’s warehouses.

3. Product quality is checked at the IML partner’s warehouse #

Once the product arrives at the IML partner’s warehouse, the request status in your Ozon seller account changes to “Return transferred to the logistics partner”. In your IML personal account, you can view the return number and status.

IML randomly checks the product under Ozon’s terms and conditions after acceptance to the warehouse. You can request a photo or video of a product not subject for the mandatory check. It’s available in your IML personal account.

IML employees check the product and mark it as:

• Serviceable.
• Partially damaged. A photo of the defect will be attached to the product characteristic.
• Completely damaged. A photo of the defect will be attached to the product characteristic.
• Substituted product. In this case, you retain the money and the customer is getting blocked on Ozon. If the money for the substituted product has already been returned to the customer, IML reviews the claim and approves compensation.

4. You make a decision on the return #

Make a decision on the return within 14 days from the date the product is delivered to the IML partner’s warehouse. Otherwise, the product will be disposed of.

The IML partner’s warehouse automatically accepts all returns for temporary storage.

In the Order Management section of your IML personal account, you can choose what to do with the return:

• keep it at the IML partner warehouse for pickup;
• send it to your partner’s warehouse in Russia.

Principle of work #

To track returns to Ozon pick-up points and make decisions on them, sign up on IML partner platform.

Learn more about signing up

1. Customer brings the return to the Ozon pick-up point #

To return the product, the customer creates a request, specifies the return reason, and attaches product images. You can view return requests and make decisions on them in your personal account.

How to manage return requests via Ozon Seller API

When the customer returns the product to the pick-up point, an Ozon employee checks it. The return won’t be accepted, if the employee in the pick-up point notices that the product:

• doesn’t match what was specified in the return request;
• has been in use, and is returned because it doesn’t fit or the customer doesn’t like it.

If the product is accepted for return, it’ll be sent to the warehouse of the IML partner. The request status in the personal account will change to “On the way”.

Learn more about return reasons

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

2. Product is delivered to the partner’s warehouse #

You can track the return location in your personal account, in the Logistics → realFBS returns section:

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

• on the Resolved tab with the “Passed on to partner” status: for returns delivered to the partner’s warehouses.

The average return delivery time to the IML partner’s warehouse is 10 days.

3. Product quality is checked at the partner’s warehouse #

Once the product arrives at the partner’s warehouse, the request status in your Ozon seller account changes to “Return transferred to the logistics partner”. In your personal IML account you can view the return number and status.

Once the product arrives at the IML warehouse, IML will selectively check the product under Ozon’s terms and conditions. You can request a photo or video of a product not subject for a mandatory check. Check is available in the IML personal account. IML employees check the product and mark it as:

• Goods in good condition—good product.
• Partially damaged—product with a minor defect. A photo of the defect will be attached to the characteristic.
• Completely damaged—defective product or one that is not suitable for resale. A photo of the defect will be attached to the characteristic.
• Wrong version of the goods—substituted product. In this case, you’ll retain the money and the customer will be blocked. If the money for the substituted product has already been returned to the customer, IML will review the claim and approve the compensation.

4. You make a decision on the return #

Make a decision on the return within 14 days from the date the product was delivered to the partner’s warehouse. Otherwise, the product will be disposed of.

The partner’s warehouse automatically accepts all returns for temporary storage.

If you no longer need returned products, the partner can dispose them. Select this option in the Return management section of your personal IML account. Once received, the product will be disposed of.

In the Order management section, you can choose what to do with the return:

• leave it at the partner’s warehouse for pick-up;
• send it to your warehouse in Russia, China, or Hong Kong.

Signing up on the partner platform #

1. Create an account on the IML website.

2. Get an access key in your Ozon personal account:

   1. Go to the Settings → API keys section.
   2. Click Generate key.
   3. Specify the key name and select Returns or Returns read-only depending on the user’s role. Click Generate.
   4. Make sure to save the access key: it’s shown only once.

3. In your IML account, sign in with Ozon:

   1. In the System settings → Third-party authorization section, click Add a new authorization.
   2. In the Platform Information field, select integration with Ozon.
   3. In the Business type field, select Cancel the orders.
   4. Specify the Seller ID and access key from your Ozon personal account.
   5. Confirm authorization.

Download IML signup guide

Learn more in the course Returns through Ozon PUDO point