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 50% 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 3 orders worth ¥1,000 , ¥5,000 , and ¥300.

The error index value is 5%. The exchange rate as of the cancellation date is ₽12 per ¥1.

1. We calculate a percentage of the cost:

   • order 2: ¥5,000 × 4% = ¥200;
   • order 3: ¥300 × 4% = ¥12.

2. Converting to rubles:

   • order 2: 200 × 12 = ₽2,400;
   • order 3: 12 × 12 = ₽144.

3. We consider the limit as a percentage of the cost, which does not exceed ₽1,500:

   • order 2: ₽2,400 > ₽1,500 → ₽1,500;
   • order 3: ₽144 < ₽1,500 → ₽144.

4. Converting back to yuan:

   • order 2: ¥1,500 / 12 = ¥125;
   • order 3: ¥144 / 12 = ¥12.

The total amount of charges for orders 2 and 3 will be ¥125 + ¥12 = ¥137.

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

• Keep your stocks up-to-date and regularly update the information about the number of products in stock, so that your customers can’t place orders for out-of-stock products.
• Pay attention to the products already reserved by customers.
• Pay attention to the schedule of your non-working days. Orders not packaged on time will be canceled.
• Before adding products to your warehouse, make sure that the shipping provider of delivery methods you set up for this warehouse can accept this product for delivery. Cancellations by a shipping provider are also taken into account for this quality metric.

If you’re not sure you can package the order on time, cancel the shipment before packaging. If you don’t package the order on time, we can cancel it.

Ozon partner delivery terms

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.