rFBS Error Index

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rFBS Error Index

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The metric is calculated only for sellers who work under the realFBS scheme.

Error index is the percentage of shipments you’ve canceled in the last 14 days. Ozon doesn’t take into account the current day so that you can contact support team if the order is canceled not by your fault.

View error index

In the Analytics → Work quality → rFBS error index section, the metric is shown as a scale divided into 5 zones:

  • green: index value is lower than or equal to 4%;
  • blue: index value is higher than 4% and lower than or equal to 10%;
  • yellow: index value is higher than 10% and lower than or equal to 20%;
  • orange: index value is higher than 20% and lower than or equal to 40%;
  • red: index value is over 40%.

The table below the scale shows the shipments that affect the index value. To customize the scale display, you can select a time period in the calendar and find shipments by their number.

To view detailed information about the problematic shipment, click Download report. It’s also available in the Analytics → Reports → Quality Control → rFBS Error Index section.

Error index calculation

The index is determined by the sum of all realFBS shipments canceled at your fault. The metric is updated daily.

We calculate it for the last 14 calendar days, excluding the current day, according to the formula, where:

  • cancellations due to the seller fault are the shipments canceled at your fault;
  • all shipments are the ones created in the last 14 days, excluding the current day and the shipments canceled at your fault during this period.

The index is calculated by the formula: Cancellations ÷ All shipments for the last 14 days.

To calculate the index, we:

  1. Determine the number of shipments canceled at your fault.
  2. Sum up all shipments created in the last 14 days, excluding the current day and the shipments canceled at your fault during this period.
  3. Calculate the error index using the formula.

If shipments are excluded from the calculation due to adjustments, the error index in your account changes. You can find details on adjustments in the report.

Shipments considered in the calculations

Ozon takes into account shipments that:

  • You didn’t manage to package the shipments and hand them over in time, and Ozon had to cancel them.
  • Your carrier failed to ship, when using third-party services.
  • You canceled at the customer request. If they cannot cancel the order, suggest contacting support.
  • Out of stock at the moment of the order.

All canceled shipments can be found in Logistics → Orders from My Warehouses → Canceled.

We exclude a shipment from the calculation if:

  • you shipped the parcel on time, but the customer canceled the order themselves, even if the cancellation reason was a defective product or wrong color;
  • we had to cancel it due to technical issues in your account.

Error index exceeded

A penalty for exceeding the error index will be charged. The index is calculated over the last 14 days and is recalculated daily. The index value affects the penalty amount. The penalty is calculated on the date the order details are changed. The penalty for exceeding the error index will be charged for each order canceled due to the seller’s initiative or fault.

The penalty amount does not exceed 1,500 rubles per order at the exchange rate as of the charge date.

Error index value Penalty amount
0–4%

Green zone		 -
4,01–10%

Blue zone		 3% on product cost in the canceled order.
10,01–20%

Yellow zone		 6% on product cost in the canceled order.
20,01–40%

Orange zone		 9% on product cost in the canceled order.
40,01–100%

Red zone		 9% on product cost in the canceled order.

The account may be blocked.

Learn more about blocking

The penalty can be viewed the following day at the conversion rate as of the charge date.

Learn more about the realFBS error index

Calculation example of realFBS error index

Today is May 10. The error index will be calculated for the period from April 26 to May 9.

During this period, you had to ship 900 shipments, but you canceled 45 of them.

The index of canceled shipments is calculated using the formula: 45 / 900 = 5%.

View the error index

Calculation example

On May 9, you canceled two orders worth ¥5,000 and ¥300.

The penalty amount is 3%. The exchange rate as of the cancellation date is ₽12 per ¥1.

  1. Calculate the % on the cost:
    • order 1: ¥5,000 × 3% = ¥150;
    • order 2: ¥300 × 3% = ¥9.
  2. Convert to ruble:
    • order 1: 150 × 12 = ₽1,800;
    • order 2: 9 × 12 = ₽108.
  3. Consider the cost-based percentage limit, which does not exceed ₽1,500:
    • order 1: ₽1,800 > ₽1,500 → ₽1,500;
    • order 2: ₽108 < ₽1,500 → ₽108.
  4. Convert back to yuan:
    • order 1: ¥1,500 / 12 = ¥125;
    • order 2: ¥108 / 12 = ¥9.

The amount of charges for orders 1 and 2 is 125 + 9 = ¥134.

Blocking

Upon entering the red zone for the first time, a monitoring period starts and a warning appears that the metric values have exceeded the threshold.

If you don’t improve the metrics by the end of the monitoring period, your store gets blocked.

To remove the blocking, improve your metrics or wait until it ends to resume sales. The blocking lasts up to 3 days.

If you get blocked 3 times during 90 days, your account gets permanently blocked.

How to improve the error index

To improve the error index, follow the recommendations below:

  • Before packaging, make sure all products are in stock and you can package the order and hand it over for delivery. When clicking Package Order you agree to the delivery times.
  • Keep track of stock and regularly update the information on the number of products at the warehouse. Customers will not be able to place an order for items that are out of stock.
  • Please note the products already reserved by customers. Please note the non-working days as orders not packaged on time will be cancelled.
  • Before adding the product to your warehouse, make sure that the carrier of the delivery methods for this warehouse can accept this product for delivery. The metric also takes into account the cancellations by the carrier.
  • If you are unsure whether you have time to package the shipment, cancel it before packaging. This reduces negative consequences for customers, as they receive a cancellation notice faster and can place another order.

Learn more about managing orders on realFBS

If there are any technical issues, please write to support. Describe the problem and attach a screenshot of your account where the error message, parcel number, and shipping date are visible.

Excluding shipments from index calculation

If the violation is caused by Ozon or our partners, you can exclude a shipment from the index calculation. For example, if you couldn’t hand over the shipment on time, because the order wasn’t assigned a track number for a long time. Or the order status didn’t change for more than 24 hours after delivery to the partner warehouse. Contact our support team within 14 days after canceling your order so we can exclude the shipment from the index.

Commercial batch

A commercial batch contains over 2 products from the same electronics category, each priced above 20,000 RUB, or over 3 identical SKU, each priced above 500 RUB.

To adjust the metric due to the “Commercial batch” reason, split the order and cancel only those parts where the total value of products exceeds the allowed amount.

Learn more about splitting orders

Contact us to check if we can exclude the canceled shipment from the metrics calculation.

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