Unredeemed orders on Ozon Global are not returned to China; the goods are sent to a WHD warehouse in Russia for resale. The seller incurs real costs: return logistics are charged at the same rate as outbound shipping, and for resale from within the Russian Federation, a 22% VAT is withheld by Ozon and paid to the budget on the seller's behalf.
What happens to the goods
- the buyer cancels, fails to redeem, or returns the order
- by default, the goods are sent to a WHD warehouse for resale
- an order is created at the WHD warehouse on average 3–14 days after delivery
- if not sold within 120 days — disposal
- shipping via WHD works if the setting is enabled and the buyer has no quality claims
- if at least one item in a canceled order does not meet the criteria, the entire order bypasses WHD
- return processing services are included in the return logistics cost
Calculating unredeemed order costs
| Item | Amount |
|---|---|
| Outbound logistics | already incurred, non-refundable |
| Return logistics | at the 'Logistics' rate at the time of service |
| VAT on resale from the Russian Federation | 22% — withheld automatically |
| Storage at WHD for up to 120 days | included; after that — disposal |
How to reduce unredeemed orders
- honest photos and accurate sizes — the main reasons for refusals can be fixed via the product page: analysis of mistakes
- realistic timelines: buyers forgive long delivery times, but not deceived expectations
- factor in 10–15% for unredeemed orders in your unit economics: how to calculate
Frequently asked questions
Is the 22% VAT on resale paid on the full price?
It applies to resales from within the Russian Federation and is withheld automatically — the seller receives the payout after the deduction. This should be accounted for as a separate line item in the unit economics of resales.
Is resale via WHD profitable at all?
Usually yes: the alternative is disposal with a total loss of purchase and logistics costs. The exception is low-cost items where deductions consume the remaining value: in such cases, immediate disposal is more straightforward.
How to reduce the unredeemed order rate in advance?
Accurate sizes and honest photos, realistic delivery times in the product listing, and categories without 'impulse' purchases. Clothing with poor sizing charts is the champion of unredeemed orders.
What happens to my items if a customer on Ozon Global doesn't pick them up?
By default, unredeemed orders are sent to a WHD warehouse in Russia for resale. If the items are not sold within 120 days, they are sent for disposal.
What costs should I expect if an order is returned to a WHD warehouse?
You will be charged for return logistics at the same rate as outbound shipping. Additionally, Ozon automatically withholds a 22% VAT on resales from within the Russian Federation.
Are there any products that cannot be returned to the WHD warehouse?
Yes, food, pet food, underwear, socks, and hygiene products of proper quality are non-returnable. Furthermore, if any item in a canceled order does not meet the criteria, the entire order will bypass the WHD warehouse.
How can I lower the number of unredeemed orders for my store?
You can reduce the rate by providing honest photos, accurate size charts, and realistic delivery timelines. It is also recommended to factor in 10–15% for unredeemed orders in your unit economics.
- Product pages from 1688
- Full specifications and infographics
- Publication on WB and Ozon