Marketplaces will be checked due to compensation for missing orders

The Antimonopoly Service was asked to evaluate the practice of marketplaces in paying sellers for lost and damaged goods after the appeal of the NGO "Digitalization and New Technologies". Representatives of the organization told the Business Petersburg portal on January 28 that sites often compensate sellers only for the purchase price or use formulas in which margins, commission and logistics are deducted from the sale price, resulting in payments of only 30-50% of the retail price, and sometimes about 20%.

The organization noted that the risk of damage or loss of goods persists on a daily basis, as employees of warehouses and pick-up points, carriers and buyers are involved in the process. Ruslan Brilevsky from St. Petersburg, who sells shoes and clothes on online platforms, said that damage or loss of his goods occurs almost every month in warehouses or in the delivery service of one large marketplace.

Mikhail Boldyrev, Head of the Digitalization practice at KSK Group, explained that the procedure and amount of compensation in the relationship between the site and the seller are usually fixed in the marketplace offer and depend on calculation formulas and evidence. According to him, in mass shipments of small products, regular shortages during acceptance become a typical situation, and small sellers often have to put up with losses, since without certificates and confirmations, the system automatically accepts these sites.

"In reality, most sellers do not receive compensation at all, because they do not have the resources and time to sort out each dispute. There is only one channel — contacting support, where the response is often formal or automated. Without proof, the issue is quickly closed. Those who are bigger seek compensation, but usually not in the entire volume, but in terms of disputed positions," the expert added.

The Ozon press service reported that starting from December 25, 2025, the company simplified the formula for calculating refunds for lost or damaged goods. They clarified that a coefficient is now applied that depends only on the category and type of products, excluding tariffs for sales, logistics and delivery to the pick-up point.

The company explained that with the FBO and FBS schemes, the compensation amount is determined based on the average price that buyers paid for the product in the previous week before the settlement date, and with the realFBS format, the coefficient is applied to the value indicated by the seller in his personal account.

Wildberries stated that they have not yet received any requests from the FAS on this topic. The company stressed that compensation issues are not new, and in controversial situations, the site tries to negotiate with sellers in a pre-trial manner.

Dmitry Sidorkin, an entrepreneur, e-com specialist, and CEO of the Delivery importer company, gave advice to customers on December 15 on detecting fakes on marketplaces. He advises you to start checking with the seller. The safest option is to purchase the product from the marketplace itself or from the official distributor of the brand.

An additional signal of reliability is the marks "Brand", "Trusted seller" and the "Original" plate in the product card. However, even if they are available, it is worth carefully studying the reviews, especially negative ones. Mentions of "replica", photo inconsistencies, or questionable quality may indicate problems with the product batch.

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