The law on the platform economy came into force on October 1. It obliges marketplaces to provide the opportunity to return the goods through the pick-up point if the order was delivered using the logistics of the site. At the same time, the law allows the cost of returning high—quality goods to be shifted to the buyer - however, it is precisely this norm that the largest platforms do not intend to use.
The Association of Digital Platforms explained the decision with the desire to preserve the usual process of buying and returning goods for users.
The refund procedure at the three sites remains the same. If the buyer refuses the prepaid order right at the pick—up point — for example, the product did not fit in size or appearance - the PVZ employee checks it and accepts it back without making a separate request. If defects are found after receipt, the buyer contacts the seller via a chat on the site and initiates a refund there.
If there is a dispute between the buyer and the seller, the marketplace support service can join in its consideration. The platform also checks whether the product was damaged during storage or delivery: if the fault of the marketplace is confirmed, the cost of the product is compensated to the buyer at the expense of the platform itself.
For sellers working according to the marketplace logistics model, maintaining current conditions means no changes in the structure of return flows. The cost of return shipping is still borne by the platforms, not the end customer. The practice of applying the new law in the coming months will show how long the largest players will hold this position with an increase in the share of refunds.
Related materials:
- Business laws from October 2026: Marketplaces, VAT, and Customs — how the roles of buyer, marketplace, and seller have been distributed during returns since October 1
- Since July 7, Wildberries and Ozon have been changing the refund rules, which the sites have already changed in terms of refunds this summer.
- How to arrange the return of goods between the BRICS countries: logistics and customs — how to arrange a refund if the goods were imported from abroad
