Ozon has published a set of measures to support sellers after incidents at its logistics facilities.
The site will pay compensation for the destroyed goods through an insurance mechanism. Sellers with valid Ingosstrakh insurance policies covering the relevant risks are eligible for payment. No additional requests are required: after completing the inventory at the affected facilities, instructions for receiving payments will be sent to your personal account. Sellers without such coverage are not covered by the mechanism.
The tariff part of the package applies to everyone. Since August 28, the announced sales tariffs have been reduced by 3 percentage points for almost all product categories on the FBO, FBS and realFBS models. Fines for exceeding the error index related to order cancellations, overdue shipments, and customer complaints have been lifted across the country until September 22.
The logistics unit closes the issue of the stuck goods. There is no charge for accommodation in the affected warehouses from the moment of the incident. Goods from closed facilities are transported to other warehouses at the expense of the site, and shipments en route are redirected through cross-docking, also at its expense. Margins for non-local sales in clusters where damaged facilities are located have been removed.
A separate solution affects sellers' revenue directly: in 38 regions, post-payment for orders using the FBO model is disabled. The logic of the site is to reduce the flow of returns to warehouses. The downside for the seller is that conversion rates are changing in these regions, and buyers who are used to paying upon receipt will not place some orders.
The procedure for the next week. Open an insurance policy and check the wording of the coverage — access to compensation depends on it, and it's too late to find out after the inventory. Recalculate the unit economy for the rate starting from August 28. Adjust the revenue forecast for 38 regions without post-payment and, if the share of these regions is high, consider compensating actions for the price or promotion. The penalty—free window until September 22 should be used to restructure the shipping scheme - this is the only month when an experiment with logistics does not cost money.
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