As cross-border e-commerce continues to expand, sellers on Ozon Global face both opportunities and challenges in managing international returns. Understanding the platform's return policies is crucial for maintaining profitability and reputation in overseas markets.
Essential Return Rules for Ozon Global Sellers
Ozon Global's return policy seeks to balance buyer rights with seller protections. Key regulations include:
- Return windows: Standard buyers have 30 days to request returns, while Premium members enjoy a 60-day period. Certain product categories may be exempt from these timelines.
- Return initiation: All processes begin with buyer requests visible in the seller dashboard. Unanswered requests within the designated timeframe are automatically approved.
- Handling options: Sellers may choose to inspect received goods, deny invalid claims, issue immediate refunds for low-value items, or offer partial compensation to avoid returns.
- Shipping costs: Responsibility depends on return circumstances—buyers cover costs for non-defective items, while sellers bear expenses for defective merchandise, including export duties and VAT.
- Logistics limitations: International returns cannot utilize Ozon's domestic delivery services, requiring alternative shipping arrangements.
Step-by-Step Return Management Process
Monitoring and Responding to Requests
Sellers receive notifications through multiple channels including account dashboards, dedicated logistics pages, and registered email addresses. Each claim requires resolution within three business days, extendable to five days if additional buyer communication is needed.
Decision-Making Framework
When evaluating requests, sellers may:
- Reject claims with documented justification
- Offer partial compensation without physical return
- Approve requests with either immediate refunds or conditional refunds after inspection
Special Considerations
High-value items (exceeding 1,500 RUB) or products returned for quality concerns require physical inspection. Sellers must provide return addresses or designate alternative receiving points for international shipments.
Post-Receipt Procedures
Upon receiving returned merchandise, sellers have seven days to assess condition and determine appropriate refund amounts. System defaults will process refunds automatically if no action is taken.
Risk Mitigation Strategies
Common challenges include:
- Fraudulent return attempts
- Cross-border shipping complications
- Language barriers in dispute resolution
- Evolving platform regulations
Proactive measures to minimize exposure:
- Enhance product listings with comprehensive specifications and high-quality visuals
- Implement multilingual customer support
- Maintain detailed transaction records
- Stay informed about policy updates
Mastering Ozon Global's return framework enables sellers to optimize operational efficiency while protecting margins in competitive international markets.