View and Send Messages

View messages

On the website
In the Ozon seller app

In the top right corner of the screen, click .
In the Messages block, open the desired dialogue.

In correspondence, the Customer tag is always displayed:

above the name on the dialogue list;
to the right of the name in the chat.

The tag will help distinguish Ozon support from scammers.
Chat safety and security guidelines

For convenience, you can also filter chats with customers.

Learn more about filters in chats

Start the conversation first

Available only for realFBS orders.

You can open a chat with the customer for all orders that have not been delivered or canceled yet. To do this, go to Logistics → Orders from My Warehouses select the desired shipment and click Contact Customer. When sending the message, it will be translated into the customer’s language.

Filters in customer chats

For convenient navigation through chats with customers, use filters:

Without your reply — unread and read chats over the past 30 days in which the last message came from the customer and they are waiting for your reply;
Without customer’s reply — chats over the past 30 days in which the customer has not yet responded;
By order — chats over the previous 30 days in which the customer leaves messages from the Orders section of their account: these can be questions about delivery, returns, or comments about the ordered product;
By products — chats over the past 30 days that the customer initiated from your PDP.

To sort chats, go to Messages → Customers and select filters.

You can use multiple filters at once. For example, when selecting filters By order and Chats without customer’s reply, chats related to orders where you have responded, but the customer has not, will be displayed.

You cannot simultaneously use the following filters: