Ozon responded to the incident with the delivery of a bottle of water instead of a PlayStation 5 game console.
The company will refund the full cost of the order to the Russian buyer.
The marketplace promised not to allow such mistakes in the future, NEWS.ru writes with reference to the Ozon press service.
A Russian who received a bottle of drinking water instead of a PlayStation 5 has been given a full refund.
In the company's statement, they emphasized that such situations are unacceptable.
The customer's request was promptly reviewed and the full cost of the prepaid order was returned.
Ozon also added that they had initiated a thorough investigation into the incident.
It was also noted that the sorting center is required to remove the order from delivery if they notice that the product is missing from the packaging.
Official comment from Ozon press service
We are very sorry that the customer encountered such a situation, this is unacceptable. We promptly reviewed the request and have already returned the full cost of the goods to the buyer. We are already conducting a thorough check of the entire path of this order so that such a situation does not happen again: if an employee of the sorting center noticed the absence of goods, he must have removed the order from delivery.
We respond to user complaints and do everything possible to prevent such incidents - to detect them, we have built a multi-level fraud analysis that uses machine learning and a number of other technologies. If suspicious activity is recorded as a result of these measures, the fraud monitoring team conducts an additional check of such cases. If this happens, we study each incident and change processes to strengthen control along the entire product path.
