Since October 15, significant changes in the rules for returning goods have begun on popular Russian marketplaces. Now users of the Ozon and Yandex.Market platforms interact directly with sellers when making a refund, which can both simplify the process and create new difficulties.
On Ozon, refunds are now approved automatically if the seller does not respond to the request within 24 hours. This increases efficiency, but also requires sellers to constantly monitor orders. If the seller refuses, he is obliged to justify the decision. At Yandex.Market, a similar scheme is already in effect for complex equipment and goods with unclear signs of marriage.
For the consumer, such changes make it possible to get a solution faster, but at the same time they also provide greater responsibility. For example, if the buyer does not ship the product within 4 days after the return is approved, the request is canceled. Sellers are also now more likely to withhold return shipping costs, especially if the product is in good condition.
The Law on Consumer Protection still allows for the return of goods within 7 days of receipt, if they were not custom-made and retained their marketable appearance. However, it can be difficult to prove that the product was not used. Experts recommend photographing or filming the package opening right at the pick-up point.
In case of a dispute, the aggregator acts as an arbitrator, but it is important to conduct all discussions exclusively within the platform — this reduces the risk of fraud. If the conflict is not resolved, you can contact Rospotrebnadzor or the court.
The new system is also aimed at supporting entrepreneurs. Now sellers have a chance to negotiate directly with the buyer, reduce the number of refunds and save revenue. This is especially true before the holiday sales peaks, when customers previously ordered dozens of products and then returned them en masse.
In addition, the Ministry of Economic Development proposed to set non-refundable tariffs for certain categories of goods, for example, hygiene products or medical products. This should reduce sellers' costs and, as expected, lower final prices for consumers.
The result is that the new refund system requires attention from all parties. Buyers need to strictly comply with deadlines and rules, and sellers need to competently build customer service. The main goal is to balance the interests of business and consumers.
