All partners are required to adhere to the Acceptable Use Policy. The following actions constitute a violation of the defined framework of the Acceptable Use Policy of the Marketplace Service and may result in sanctions against the business.
Actions that constitute a violation:
1. Communication with Users:
a. Direct communication from shops with consumers is not allowed, either for the purpose of confirmation and/or information regarding the progress of orders through Skroutz Marketplace or for advertising or promotional purposes (via email, SMS, Viber, WhatsApp, etc.). The only acceptable means of communication with consumers is through the order management platform, the Merchants' Panel.
- An exception is made for orders with invoice 39A, for which you can communicate directly with the consumer for the purpose of their immediate service.
b. Direct communication with users for the purpose of prompting the cancellation of orders when the products in the order are not available is not allowed.
c. The use of offensive or inappropriate language in your communication with consumers is not allowed.
d. Any action aimed at removing sales from Skroutz or directing them outside Skroutz Marketplace is not allowed.
2. Management of Reviews:
a. Any attempt to manipulate the review system provided by Skroutz by users regarding reviews of shops or products is prohibited. This includes participation in acts to influence the popularity of products by creating fake positive reviews.
b. Offering incentives to users of the website with the ultimate goal of withdrawing negative reviews or creating positive reviews is prohibited.
c. Deliberate attempts to create negative reviews for competitive businesses or their products are not allowed.
3. Alteration of Operational Statistics:
Any attempt by cooperating shops to alter the operational statistics of the shop, whether by creating fake orders for pickup from the shop or by other means, with the aim of gaining a competitive advantage against other cooperating shops of Skroutz, is not allowed.
4. Order Dispatch:
Shops must deliver the products of the order to the transportation company in accordance with the specifications of the order, within the time limits set at the time of order acceptance and depending on the availability of the ordered product as declared by each shop. Any deliberate attempt to send the wrong product or an empty package to the user to avoid order cancellation due to product unavailability or for the purpose of receiving orders outside the Skroutz platform, or any case of delayed delivery, constitutes a violation of the Acceptable Use Policy.
5. Safe Product Packaging:
Shops must properly and adequately package the orders they serve according to their content to ensure their safe transportation and circulation to the user, as well as the protection of the health of the employees of the transportation companies. Especially in the processing of orders that include heavy and/or bulky objects, sharp objects, and fragile objects, packaging should meet all safety requirements and not put the user or the personnel of the cooperating transportation company at risk. If it is found that the best practices for packaging orders by cooperating shops are not followed, the shop may be temporarily disabled for two (2) calendar days. In case of repeated behavior contrary to the above, the indefinite possibility of selling the specific product on Skroutz by the shop is considered.
6. Use of the Skroutz Trademark:
The use of the trademark or any other distinctive feature of Skroutz for any reason without prior written consent of Skroutz is not allowed.
Penalties for Non-Compliance with the Acceptable Use Policy:
In the event of non-compliance with the above, temporary or permanent deactivation of the violating shop is provided for, following the procedure below:
For the first violation, deactivation for seven (7) calendar days is imposed, accompanied by the removal of any privileges or discounts for a period of one (1) calendar month from the time of deactivation.
For the second violation, deactivation for fourteen (14) calendar days is imposed, accompanied by the removal of any privileges or discounts for a period of two (2) calendar months from the time of deactivation.
For the third violation, permanent deactivation from the platform is imposed.
However, depending on the nature of the violation and its criticality, Skroutz may consider permanent deactivation of the shop without prior temporary deactivation, if warranted.