Since October 15, 2025, the Ozon marketplace has introduced new refund processing rules for sellers operating under the FBO (Fulfillment by Ozon) scheme, in which goods are stored and delivered from Ozon warehouses. Now such sellers have the opportunity to independently consider refund requests from customers.
Within 24 hours of submitting the application, the seller must make one of the following decisions: approve the refund, reject it with an explanation of the reason, or offer the buyer to leave the product with partial or full compensation for the cost. If the seller does not respond within the specified time, the refund is automatically approved by the system.
The new rules are aimed at optimizing logistics, speeding up customer service processes and providing more autonomy to sellers. Despite the changes, key consumer rights remain: buyers can still return goods of inadequate quality or unsuitable characteristics, and in case of unjustified refusal on the part of the seller, they can initiate a dispute, which will be considered by the platform itself.
As Evgeny Masharov, a member of the Civic Chamber of the Russian Federation, emphasized, these changes relate only to the internal Ozon system and do not contradict the current legislation on consumer protection. He also noted that it will be possible to evaluate the effectiveness of the innovation after it is distributed to other marketplaces in order to understand how it affects the overall market and the balance of interests of sellers and buyers.
Thus, the platform takes a step towards decentralizing processes, allowing businesses to quickly manage their products and customer relationships, while leaving the buyer with the opportunity to protect their rights.
