A dispute on Ozon Global arises when a buyer is dissatisfied with a product and the seller disagrees with the claim. The rules are strictly category-based: some goods of proper quality are not subject to return at all, while others have their own specific timeframes.
Category-based return rules
- food products and pet food of proper quality are non-returnable; defective items — 1 day
- underwear, socks, stockings, pajamas, hygiene products, and medical devices are not subject to return if of proper quality
- digital goods and custom-made items — 7 days
- standard categories — standard platform timeframes
How a dispute proceeds
- the buyer opens a return request with a reason and photos
- the seller accepts the return in the dashboard or disputes it with arguments
- the arbitrator is Ozon: the decision is based on photos, correspondence, and category rules
- if the decision is in favor of the buyer, a refund is issued and the item follows the WHD route: what happens next
Fewer disputes — lower costs
- accurate photos and dimensions in the product card: expectation = reality
- packaging according to requirements: rules
- quick responses to claims: the arbitrator interprets a seller's silence against them
- dispute patterns are a signal to fix the product or the card, rather than disputing more often
Frequently asked questions
How much time is there to respond to a dispute?
The deadlines are shown within the request itself in the dashboard. Silence is interpreted against the seller, so the rule is to respond within the first 24 hours, even if the answer is "we are investigating, we need a couple of days."
What evidence works best?
Photos and videos of the specific batch's packaging before shipment, dimension measurements, and screenshots of the product card specifications. Systematic recording at the fulfillment center turns every dispute from "word against word" into a documented case.
The buyer returned the wrong item — what should I do?
Open a dispute from your side with photos of what was received. Such cases are solvable precisely because the seller has footage of the shipment.
Can a customer return food products if they are of proper quality?
No, food products and pet food of proper quality are non-returnable. If the items are defective, the return period is limited to 1 day.
What happens if I do not respond to a return request?
The arbitrator interprets a seller's silence against them. You should respond within the first 24 hours, even if you only state that you are currently investigating the claim.
What evidence should I provide to win a dispute?
You should provide photos and videos of the specific batch's packaging before shipment, dimension measurements, and screenshots of the product card specifications. Documenting the process at the fulfillment center helps turn a dispute into a clear case.
Are there items that cannot be returned even if they are of proper quality?
Yes, items such as food products, pet food, underwear, socks, stockings, pajamas, hygiene products, and medical devices are not subject to return if they are of proper quality.
- Product cards from 1688
- Full specifications and infographics
- Publication on WB and Ozon