Order Handling & Communication

New orders appear in your seller account. If you're connected through the API or a supported multichannel tool, they also come through your integration.

To confirm an order, change its status and take it into processing. This tells the customer that you've seen the order and are working on it.

Take new orders into processing as soon as you can, ideally within 2 hours during your working hours. Orders that come in during the evening or at night should be handled the next morning, and no later than 24 hours after they were placed. If an order stays without a status for 24 hours, it is automatically marked as not processed by the seller, which counts against your store's metrics.

Let the customer know and, if possible, offer an alternative or a realistic waiting time. If that doesn't work for them, cancel the order in your seller account and choose the reason. Update your stock straight away, so that no new orders come in for that product.

Keep in mind that regular cancellations lower your store's metrics and can lead to your store being blocked. Keeping your stock up to date is the best way to avoid them.

You decide when your store works. In your seller account, you can set your working schedule, including days off and one-off changes such as a shorter day. Orders that come in on a day off should be handled first thing on your next working day.

If you can't handle orders for more than two days, for example during a holiday, add an absence period. Your store will be paused and your products shown as out of stock until you're back. Remember to process and ship any orders you already have before the break starts.

You do. You talk to customers through the dedicated customer chat in your seller account. It's also a good place to record anything you agree on with a customer, for example a different delivery date.

In Ukrainian. Some customers may speak other languages, but replying in their own language makes a real difference to how satisfied they are with your store.

You do, in your seller account. Questions and your answers are public and appear next to the product reviews, so they also help other customers decide. Try to reply quickly, and don't leave negative reviews without an answer.

All reviews are moderated by Rozetka. If you think a review is unfair or doesn't concern your store, you can dispute it within 60 days. Our team may also step in when we see that a conversation with a customer needs attention.

You sell from the EU, so EU consumer law applies. Customers can withdraw from the purchase within 14 days of receiving the goods.

Once an order has been shipped, the customer can no longer cancel it. They can either refuse to collect the parcel or return the goods after receiving them.

You decide how you offer service. Usually the customer sends the product back to you, and you repair or replace it.

The customer sends the product back to you in the EU, so you don't need a service point in Ukraine. You check the product and repair it, replace it or refund the customer, according to your warranty terms. Customers also keep their statutory rights under EU consumer law, and some categories on Rozetka require a minimum warranty period.
If you have other solution please discuss it with your contact manager.

The customer, unless you decide to cover it yourself, for example as part of free delivery or customer just don't pick up the order.

There is no single fixed limit. Each store has its own target, based on its categories and on the results of stores that perform well in them. Cancellations caused by the seller, for example because a product was out of stock or had the wrong price, should ideally stay below 1-2% of all orders.

If your results drop below your target, you'll first get a warning with your figures and what needs to change. If nothing improves, the store can be blocked. To get it unblocked, look at the most common reasons for your cancellations and send us a short plan of what you'll change, through the contact section in your seller account.

The seller rating is a score from 1 to 5 stars, shown on your seller page and on your product pages. It comes from customer reviews: after an order, the customer rates your store overall, as well as your service, delivery times and whether the price and availability were accurate.

Your rating appears once you have at least 5 reviews. Each new review counts 72 hours after it's published, which gives you time to reply or sort out the problem.

The rating doesn't change your position in search results, but customers do look at it when choosing a seller. You can reply once to each review with text, and dispute unfair reviews within 60 days.