Ozon Cross Border Survival Guide 2025

As a seasoned e-commerce operations expert with 5 years of experience in Ozon Global Selling, I have successfully managed multiple categories and achieved Best Seller status. This guide provides practical insights into return management, review optimization, and promotional strategies, based on real case studies and the latest platform policies.

Problem Scenario: High Return Rate

Many Chinese sellers face challenges with high return rates due to unclear product descriptions, incorrect sizing, or miscommunication with buyers. A recent case involved a seller offering fashion accessories without clear size specifications, leading to a 15% return rate within the first month.

• Root Cause: Incomplete product information and lack of communication with customers.
• Platform Policy: According to Ozon’s official document (2024-03), sellers are required to provide accurate product details and clear instructions for returns.

Underlying Logic: Understanding Customer Behavior

The key to reducing returns is understanding customer expectations. For instance, a seller specializing in electronics faced a 12% return rate due to unclear technical specifications. By improving product descriptions and adding detailed videos, they reduced the return rate to 6% within two months.

• Customer Expectation: Clear, accurate, and comprehensive product information.
• Data Insight: Ozon’s 2024 report shows that products with detailed descriptions see a 30% lower return rate.

Solution: Optimize Product Listings and Communication

To address high return rates, sellers should focus on optimizing product listings and improving customer communication. A seller in the home goods category used this approach and saw a significant improvement in their return rate.

• Step 1: Update product titles and bullet points with precise details (e.g., dimensions, materials).
• Step 2: Add high-quality images and video content in the product description.
• Step 3: Use the “Message Center” in Seller Central to communicate directly with buyers and resolve issues early.

Table: FBA Fee Comparison

Product Category	FBA Storage Fee (per month)	FBA Pick & Pack Fee (per unit)
Home Goods	30 RUB	80 RUB
Electronics	45 RUB	120 RUB
Clothing	25 RUB	70 RUB

Pitfall Avoidance: Misunderstanding Return Policies

A common mistake among new sellers is not fully understanding Ozon’s return policy. One seller in the beauty category faced a dispute because they didn’t follow the correct return process. They were unaware that returns must be initiated through the platform, not directly with the buyer.

• Correct Process: Initiate return requests via the “Returns” section in Seller Central.
• Key Rule: According to Ozon’s 2024 guidelines, all returns must go through the platform to ensure proper handling and reimbursement.

Conclusion

Successfully navigating the Ozon marketplace requires a deep understanding of return management, review optimization, and promotional strategies. By following best practices, leveraging platform tools, and learning from real-world examples, sellers can significantly improve their performance and long-term success on Ozon.