The procedure for returning goods and money in the Ozon store

Ozon is one of the largest online trading platforms. It enjoys a well-deserved popularity among Russians. Here you can buy almost everything that can be useful in everyday life, at work, for hobbies, sports, cooking and more.

But sometimes it happens that the product, for one reason or another, wants to be returned. Naturally, the buyer will want to get his money back.

You need to figure out how this happens and what needs to be done so that the seller receives the goods, and the client receives money.

Possible reasons and conditions for a return

The purchase of a particular product is not always deliberate. Sometimes decisions are made hastily. In other situations, the fault lies with the seller who packed the wrong size, color, or sent a defective, expired product.

So you can return a defective, or substandard or simply not suitable product for the client.

But, in order to return a purchase, several conditions must be met.

Didn’t fit or didn’t like

It so happens that a person does not like the order. Perhaps the picture on the site did not match the product, or the size did not fit. It is logical in such a situation to return the purchase and collect the money.

The parcel will be accepted if the following conditions are met:

• the product is returned fully loaded;
• the product retains its consumer qualities;
• the expiration date has not expired;
• there is no damage on the package;
• the presentation has been preserved;
• there are no extraneous programs and applications on electronic devices;
• there are no traces of exploitation.

Otherwise, the item will not be accepted. And therefore, you won’t be able to return your money.

Breakage, damage or marriage

There is another situation. For example, the goods were delivered incompletely. Instead of 2 volumes of the book, only one came. Or there are no pants in the three-piece suit set. There are many examples.

If the product is incomplete, damaged or defective, then there will be no special conditions and requirements for return. The main thing in such a situation is to prove that the problem was before the receipt, otherwise difficulties will arise.

As for the broken items, they are usually not returned. It is repaired if there is a warranty period. You can also give it back for repair after the end of the warranty, but for an extra charge.

When the product cannot be repaired, the seller is obliged to exchange it, or return the money in full. Again, proof is needed that the failure was not the buyer’s fault.

Do not forget about the category of goods that cannot be returned by law. And here the fact, in what condition the product is, does not matter.

Return options

There are several ways how you can return your product to Ozon and get your money back.

Here you should focus on the capabilities of the buyer, as well as on his place of residence. It is not possible to implement all the presented methods in every locality.

Options for how to make a consumer return on Ozon look like this:

• point of issue;
• postamat;
• courier service;
• mail.

Now about each method separately.

Pickup point

The Ozon company is quite large, which allowed it to start opening its own pick-up points a few years ago. Customers come there themselves to pick up the goods ordered through Ozon.

If the product meets the conditions for a return, then the easiest way to resolve the issue is through the point of issue. The process is carried out as follows:

• An application is filled out. The application form can be downloaded on the official website of the store, or downloaded in the application and then printed. Also, the staff of the point can issue a form to fill out on the spot.
• Bring the item back. Please note that these must be Ozon Spot or Ozon Port. Other points do not provide return services.
• The product is shown. It must be shown to an employee for inspection.
• A statement is being transmitted. The form is submitted in a completed form.
• Receiving a document. If the goods are in order, there are no complaints about them, then the employee of the pick-up point will submit a document confirming the fact of the return.
• Funds are transferred. The question of how long the client will receive his money will be considered separately.

But this is not the only option. There are other schemes as well.

Postamat

Checkpoints are actively installed in business centers, shopping malls, as well as in supermarkets.

But not everyone knows that the parcel terminal allows not only receiving, but also returning orders.

This is done according to the following algorithm:

• first you need to log into your personal account on the website or through the application;
• then an application is made for a return in the appropriate section;
• a convenient checkpoint is selected;
• the product is packed;
• the package is marked with the return number provided in the personal account;
• the goods are sent to the terminal and loaded into the cell.

But it also happens that in the selected checkpoint, when you try to load the parcel, all the cells are full. Then you need to wait and come in a few hours, or on another day. Or, if you have an application, make changes and indicate the checkpoint, which is located not far from the filled one.

This doesn’t happen very often. Therefore, for sure an empty cell will be available to you.

Courier service

Ozon also allows you to make a return using the services of a courier service. Convenience is that a person comes to you at the specified address and picks up the parcel himself.

Moreover, the online store allows certain categories of goods to be returned exclusively by courier. Fireworks are a good example.

To use this service, you must:

• open a personal account through a website or application;
• fill out a special application;
• wait for the courier to arrive;
• transfer the parcel;
• receive confirmation that the goods are being transferred.

It should be noted that such a service is mainly relevant for holders of the Premium status.

Also, couriers can pick up parcels for return from a certain list of settlements. A complete list can be found on the official website.

mail

Another return option. This is the post office of Russia. It is important to note here that the service is available for parcels weighing no more than 20 kilograms. But on the other hand, you can issue a refund through any branch. You do not need to pay for the service. When handing over the package to an employee, you should indicate that you are making a return through the Ozon store. After that, the postal worker will draw up the necessary documents. The only thing you have to pay for is the packaging.

Yes, you can pack everything yourself. But here it is important to act in strict accordance with the requirements of the company, and not everyone succeeds. If the packaging is incorrect, the employee will not accept the purchase.

The order number must be applied to the parcel. They write it on a separate sheet and put it inside. Or glued inside the box.

When the registration procedure is completed, the postal worker must return the receipt. It contains a tracking number.

Registration of an application through a personal account

Separately, you need to talk about how you can make a return to Ozon. One of the main requirements is a correctly completed application. Filled in through the application or browser.

Therefore, we will give a step-by-step example of how to issue a refund through the application or the official website on Ozon.

For the site and the application, the algorithm is approximately the same. Therefore, there is no need to consider the situations separately.

The sequence is as follows:

• a website or application opens;
• the button is pressed to enter;
  
• a phone number is entered as a username;
  
• an SMS comes to the phone with a code that is written in the next window;
  
• you go to the section with my orders;
  
• the product is selected to be returned to the sender;
  
• the “Return of goods” button is pressed;
  
• an application form is filled in;
• the submission of the application is confirmed;
• return code comes.

It is this code that needs to be specified. Moreover, this does not depend on which method of transferring the purchase back was chosen by the user.

What is required from the documents

In order for the seller to give his consent to accept the goods back, the client will be required to present the following documents:

• all the papers that came with the ordered goods;
• return application;
• applicant’s passport;
• the check received by the buyer.

But in some situations, it is enough just to make an online application. You will not have to present any additional documents.

How long does it take to get the order back?

Each client needs a guarantee that the delivery will be made back and he will be able to count on compensation.

On the Ozon website, there are several conditions regarding the timing:

• Almost all types of goods can be returned without explaining the reasons, and even if there are no flaws, defects or deficiencies. But provided that this was done within 1 day from the receipt of the parcel. If the user has a Premium account, then the period will increase to 3 days.
• The goods, the quality of which does not correspond to the declared ones, or it does not fit in size or other parameters, can be sent back within 7 calendar days.
• When explaining the reasons, the refund can be made within 14 calendar days. Does not apply to certain categories of products. If you have a Premium account, then the refund will be given 2 months.
• If the product is found to be defective, it is allowed to return it during the entire warranty period.

It is important to understand that some products do not have a warranty period.

Of course, if the product belongs to the category of products that, according to the law, cannot be returned, then there will be no way to return them.

Even if the purchase was made in installments or on a loan, the conditions will be similar. But here the procedure itself is somewhat more complicated due to the participation of an intermediary in the form of a financial institution (bank).

When will the money be returned

Of course, when returning goods, the main thing for the client is to return the money to the card with which he paid for purchases in Ozon catalogs.

Ozon does not have a specific time frame. This is due to the fact that the work of banks, as well as the payment systems used, plays an important role.

But practice shows that with Ozon you can return money to your card on average 10 days after the seller received the package. It is not necessary to count down from the moment when the product was sent.

When the return is carried out under a warranty case, the terms for transferring money are increased to 3 weeks. Again, this is all roughly.

If all the deadlines have passed, but the money has not been credited to the client, you should contact the support service. And there is already to deal with the situation.

Returns are a fairly common practice for any online store, including Ozon.

The procedure looks not so complicated. But buyers face certain challenges. The main ones are attempts to prove that the goods were damaged prior to receipt. Some salespeople are stubbornly reluctant to accommodate customers in these situations. Alas, the dispute is not always resolved in favor of the buyer.

The easiest way to deal with this situation is to buy goods from trusted and reliable sellers, and also to inspect everything thoroughly. Another useful tip is to film the unboxing. This will be strong evidence that the product is defective, defective, or has other flaws.

How often did you have to return items to Ozon? What was the reason for this? What method did you use?

We are waiting for your answers and stories from personal experience.

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