Since the coronavirus outbreak,
online retailers have become the go-to destinations for Russian shoppers looking to
purchase everyday items while limiting their trips outside of the house.
ensure the health and safety of key stakeholders during this time, Ozon has adopted
a range of policies to support its employees, customers, and the small and
medium-sized businesses that sell their products on our platform.
1. Protecting our employees
Our top priority is to
safeguard the health of our thousands of employees who continue to work during the
pandemic. Ozon has introduced a wide range of policies across its fulfilment
centres, warehouses, pickup points and courier services in order to ensure that we
keep our employees safe while meeting the rise in customer demand.
Fufilment and sorting centres
We provided antiseptics and personal hygiene
products to all employees and regularly disinfect all surfaces in common areas as
well as the surfaces of frequently-used workplace equipment. In addition, we check
the temperature of all employees using thermal imaging cameras and request that they
see a doctor at the first sign of illness.
Delivery pick-up points
We have increased disinfection procedures at Ozon's delivery pick-up points, as well
as suspending the use of fitting rooms and implementing a policy of pre-paid only
orders to minimise employee contact with cash and personal cards.
To keep our couriers safe, we have intensified morning pre-trip inspections
before couriers begin their routes and regularly disinfect courier vehicles.
Couriers use antiseptics, gloves, and masks when interacting with customers, and
payments have been made contactless in order to limit the spread of infection.
2. Looking out for our customers
introduced a contactless payment option and scaled up its contactless delivery
services in order to ensure the safety of our customers. Since the start of the
pandemic, contactless door deliveries grew to account for 80% of our overall courier
We also developed a data-based price monitoring system to
prevent price gauging by sellers on our marketplace who may seek to profit from the
pandemic. In addition to our regular 24/7 monitoring and price analysis, Ozon has
adopted measures to clear the site of unreasonably high prices, identify categories
where speculation has taken hold, and ban sellers who repeatedly attempt to raise
prices on basic goods.
3. Supporting SMEs
not only concerned about the welfare of our customers and employees, but the
thousands of partners who sell their goods on our platform and help to keep it
As offline retail took a hit during the pandemic, we launched our
E-commerce Online School to support entrepreneurs seeking to launch their sales
online through the Ozon marketplace. The platform offers webinars by industry
experts and current sellers on the Ozon marketplace that help small and medium-sized
businesses navigate the Russian e-commerce market.
Ozon has also provided
job opportunities for individuals working in hard-hit sectors of the economy. Since
the start of the pandemic, Ozon has created more than 1,000 new jobs in central
Russia at our warehouses and logistics hubs, as well as through our partnerships on
employee sharing with Russian enterprises that have been affected by the
coronavirus. We have additionally partnered with Yandex.Taxi and Gett drivers to
deliver Ozon orders to customers.