Service Quality Metrics

Besides product rating, Ozon monitors service quality metrics. Violation of rules leads to blocking.

Each of these metrics has an upper level, exceeding which leads to a blockage of seller’s sales on the marketplace.

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 for certain metrics in order to avoid mass and incorrect blocking.

How we calculate quality metrics

Order cancellations

This is the proportion of cancellations due to the seller’s fault to the total number of shipments in the last 14 days. 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 personal account.

Cancellations due to the seller’s fault include:

• all cancellations via seller’s personal 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 rubles:

   • 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.

Delayed transfer to delivery

We calculate this metric based on the number of shipments that aren’t sent on time at your fault in the last seven days. For example:

• Products weren’t handed over for to delivery before the metric calculation day.
• Products were handed over for delivery, but the events on the tracking number started tracking after the expected shipping date.
• Shipment was canceled after the expected shipping date.

We divide the number of these shipments by the number of orders whose scheduled shipping date falls within this accounting period.

Example of metric calculation for October 15

We take into account all the shipments that weren’t handed over to delivery, and whose shipment period was from October 7 to October 13. Their number is divided by the number of parcels to be sent during that period. If there were 120 paid shipments, and 10 of them weren’t sent on time, the metric value is 10/120 = 8%. This percentage is below the maximum, so you can sell products on the marketplace.

If you or the customer cancels the shipment before it’s delivered, we won’t take it into account when calculating this metric.

If you exceed your rate, we’ll notify you via a notification in your personal account.

Warehouse blocking

Ozon blocks your warehouses if you exceed the maximum values 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 personal 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 for one of the quality metrics, 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 metrics will return to normal and your store won’t be blocked again. Pay attention to notifications in your personal account.

How to avoid blocking

Order cancellations

• 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

Delayed transfer to delivery

• Keep track of products that you need to transfer to the courier or bring to the drop-off point in the near future. You can do it in the Logistics → Orders from my warehouses section on the Awaiting shipping tab.
• Don’t violate the shipment deadlines displayed in the order row in the Packaging time field.
• You can edit the shipping period in the warehouse settings by reducing the number of working days in a week.
• If you need extra time to transfer the shipment to the carrier, you can set up the first mile for a new warehouse: create a warehouse, select a city other than the city where the carrier’s warehouse is located, and set up to 9 additional days for the order transfer. New orders from this warehouse will have the additional “Handed over for delivery” status.
• If you don’t manage to deliver products on time, cancel the order.
• If the order was returned to the sender due to customs issues or by other reasons, cancel it. Resending the order is prohibited, since such an order won’t be stably tracked by Ozon systems and will be canceled if the delivery deadline is violated.