Service Quality Metric

Besides product rating, Ozon monitors a service quality metric: the cancellation percentage caused by sellers out of the total shipments over the past 14 days.

If there are more than 40% cancellations due to your fault, we block your account for 3 days.

Learn more about account blocking reasons

In extraordinary situations, Ozon may raise the upper limit in order to avoid mass and incorrect blocking.

We take into account the following violations when calculating the metric:

• Outdated warehouse stock.
• Issues during picking or shipping.
• Incorrect shipping method.
• 3PL cancellations due to seller fault.
• Severe shipping delay.

Calculation of quality metric

At the moment of calculating the metric, shipments for the current and previous days aren’t taken into account. If you exceed the rate, we’ll notify you in your account.

Cancellations due to the seller’s fault include:

• all cancellations via seller account,
• cancellations by Ozon in case of a 7-day shipment delay.

For example, you canceled an order because a product ran out of stock, but you didn’t change its balance. This reduces customer loyalty to the marketplace and to products from abroad.

Example of metric calculation for May 10

The error index will be calculated from April 26 to May 9.

During this period, you needed to ship 900 parcels, but you canceled 45 of them.

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

View error index

Example of service calculation

On May 9, you canceled 2 orders worth 5,000 CNY and 300 CNY.

The fee for error processing is 3%. The conversion rate at the cancellation date is 12 RUB for 1 CNY.

1. We calculate a percentage of the cost:

   • order 1: 5,000 CNY × 3% = 150 CNY;
   • order 2: 300 CNY × 3% = 9 CNY.

2. We convert it to RUB:

   • order 1: 150 × 12 = 1,800 RUB;
   • order 2: 9 × 12 = 108 RUB.

3. We take into account the service cost limit, which is 1,500 RUB:

   • order 1: 1,800 RUB > 1,500 RUB → 1,500 RUB;
   • order 2: 108 RUB < 1,500 RUB → 108 RUB.

4. We convert the cost back to yuan:

   • order 1: 1,500 CNY ÷ 12 = 125 CNY;
   • order 2: 108 CNY ÷ 12 = 9 CNY.

The total fee amount for orders 1 and 2 is 125 + 9 = 134 CNY.

Warehouse blocking

Ozon blocks your warehouses if you exceed the maximum value in terms of service quality.

Learn more in the Contract for the placement of goods from abroad

At the first violation, your account is getting monitored for the next 7 days. If you don’t improve the metric in 7 days, your warehouse gets blocked for 3 days. When a warehouse is blocked, all rFBS warehouses are blocked. You can continue to deliver to FBP warehouses.

Warehouse blocking means that products remain visible in your account, but customers can’t buy them on Ozon. Already placed orders aren’t affected by the blocking, you need to ship them. During the blocking period, customers can view PDPs and add products to favorites, but can’t buy them. You’ll receive payments for delivered orders as usual. You still can upload new PDPs.

You will also have to:

• continue handing over already received orders;
• regularly update statuses for current orders.

If you’ve exceeded the permissible value of the quality metric, and the sale of products on our platform is limited for you, continue collecting and delivering on time those shipments that were made before the blocking started. At the next check, your metric will return to normal and your store won’t be blocked again. Pay attention to notifications in your account.

How to avoid blocking

• 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 will have time to package the shipment, cancel it before packaging.

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.

Learn more about order cancellations