The Ozon penalty system for rFBS is based on a single metric: the error index, which is the share of shipments canceled by the seller over the last 14 days. As long as the index is 4% or lower, you are in the green zone and there are no penalties. Above that, the calculations begin.
How the index is calculated
- the window is the last 14 days, excluding the current day; recalculation is daily
- the index includes cancellations initiated or caused by the seller, including Ozon-initiated cancellations if shipment is delayed by 7 days
- cancellations by the buyer do not affect the rating
Zones and penalties
| Zone | Error index | Penalty |
|---|---|---|
| Green | 0–4% | none |
| Blue | 4.01–10% | 4.5% of the value of goods in the canceled order |
| Above | from 10% | increasing sanctions up to restrictions |
The penalty cap is 1,500 ₽ per order (in the contract currency at the exchange rate at the time of accrual). All charges and adjustments are visible in the penalty report, which Ozon generates once a month.
How to avoid penalties
- sell only what the supplier actually has in stock — this is the main source of cancellations for those working on a "made-to-order" basis
- meet the 5-day preparation deadline: a delay of +7 days = cancellation by Ozon, which counts toward your index
- remove items from sale if the supplier is unreliable
- monitor the zone in your dashboard — exiting the green zone is immediately visible
Frequently asked questions
Does a cancellation at the buyer's request hurt the index?
Cancellation by the buyer does not. The index includes cancellations due to seller fault: those made via the dashboard and Ozon auto-cancellations for shipment delays. The difference is fundamental — it is better to resolve disputes by having the buyer cancel.
How quickly does the index recover after a drop?
The window is a rolling 14 days: a bad day is completely "cleared" after two weeks of clean operation. The main thing is to stop the source of cancellations immediately.
A penalty was charged — can I dispute it?
Yes, through support with evidence that the cancellation was not the seller's fault. All charges are visible in the monthly penalty report — it is worth checking it regularly.
What is the maximum percentage of cancellations allowed before I get penalized on Ozon?
You are in the green zone with no penalties as long as your error index is 4% or lower. If your index exceeds 4%, you will face financial sanctions based on the value of the canceled orders.
Do buyer-initiated cancellations count toward my error index?
No, cancellations initiated by the buyer do not affect your rating. The index only includes cancellations caused by the seller or those triggered by Ozon due to shipping delays of 7 days or more.
What happens if my cancellation rate exceeds 40%?
If cancellations due to seller fault exceed 40% over a 14-day period, your account will be blocked for 3 days. This is considered a suspension of sales rather than a financial penalty.
How can I check the penalties applied to my account?
All charges and adjustments are visible in the penalty report, which Ozon generates once a month. You should check this report regularly to monitor your status and identify any disputed charges.
- Listings from 1688
- Live commissions and logistics
- WB and Ozon orders together