How do I manage my orders?

7 min article

Order Management in the Core Model

In the Core model, Skroutz handles the shipping process via its partnered courier network. Your role is to prepare the parcels properly and on time.

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How do I get notified about orders?

• 📧 By email
• 🔔 By push notifications
• 🔁 By webhook, if enabled

See webhook instructions

How do I accept an order?

Have you activated the Fulfilled by Skroutz service?

For merchants who have activated the Fulfilled by Skroutz service, all you have to do is send your products to Skroutz warehouses and then upload the receipt after the order is notified. As soon as we receive a customer order from your store, we collect the products it includes the same day and pack it appropriately! Then we take over the entire order fulfillment process from start to finish! You can find more information about the service here.

Do you have the API / Webhook activated?

Merchants who have activated the Webhook automatically receive order details from Skroutz in their e-shop (Code, product list, status, comments) thus having immediate and fast updates. In case you have activated the API, you can manage Skroutz orders through the order management system. You do not need to go to the partner area to take any action (accept & reject)!

For the remaining orders, acceptance must be done manually within specific time frames, following the steps:

Select the date & time of receipt from the carrier. State the number of packages. Print the voucher. Pack the order. Upload the receipt. For bulky packages, select only the date and not the time. The shipping company will contact you.

📌 Tip: You can change the parcel count even after accepting the order.

How do I reject an order?

• Select the order
• Click on “Reject Order”
• Choose the appropriate reason

⚠️ Rejecting accepted orders or shipping incomplete orders is not supported and negatively affects your store’s performance.

What if the courier doesn't show up?

If the pickup fails:

• Skroutz will automatically reschedule for the next working day
• No action is required from your side

 

How are returns handled?

• Returns are coordinated and paid by Skroutz
• You’ll be notified via email and in the “To be Returned” section
• Customer comments or photos are shown on the panel (use a browser translator if needed)
• The product cost will be deducted from your next payment

 

Do I need to include an invoice?

Yes. Every parcel must include a tax document (invoice or receipt) either printed inside or uploaded digitally in the system

 

When do I get paid?

Payments for completed card orders are processed Every Thursday, excluding public holidays

You can check payment status via:
Skroutz Marketplace → Payouts → Payouts list

 

When do I select “Ready for dispatch”?

When an order is ready for delivery, selecting the new option “Ready for dispatch” will count positively in your rating, even in case of failure to receive the transport

The option appears after you print the voucher.

 

Why is it important to upload the delivery receipt?

Posting the delivery receipt in a timely manner helps avoid customer dissatisfaction and ensures smooth completion of the order.

 

How can I use the Skroutz Contact Assistant?

The Skroutz Contact Assistant is a useful tool for getting help and answers to questions about your orders.

 

Can I edit an order after I accept it?

Change date? Only possible if the product is not available elsewhere and the new date is within the availability of the next store.

Change pickup location? You will need to change the pickup location before the "ready" sign and print a new voucher.
More packages? You will need to change the number of packages and print a new voucher!
Unable to ship by courier due to volume? Only in this case can a change to cargo shipping be made!

 

Did you skip the "Ready for dispatch" button and the carrier did not arrive on time?

When the "Ready" button has not been used, then there is the possibility of excluding a parcel at a later time.

Order Management in the FBM Model

In the FBM model, you are responsible for arranging shipping directly with a courier service of your choice.

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 How do I accept and ship an order?

1. Accept the order

2. Add:

   • The courier name

   • The tracking number (shipment ID)

3. Specify the handover date and time

4. Click Save

📌 Add the tracking number as soon as possible after accepting the order.

Which couriers are recommended?

Skroutz suggests using:

• ACS

• GLS

• Geniki Taxydromiki

• DPD

• DHL

Using "Other"? Make sure to manually type the courier name (do not paste a link).

What is the order acceptance time limit?

Business hours: 09:00–18:00, Monday to Friday (excl. public holidays)

⚠️ Expired orders are canceled automatically and harm your store’s reliability.

How are returns handled?

1. You will be notified of the return

2. Enter the:

   • Courier name

   • Return tracking number

📌 If the return reason is in Greek, use your browser’s translation function.

When do I get paid?

For FBM orders, payments are made on the 1st and 15th of each month, depending on the completion date.

 

Summary: Core vs. FBM Order Management

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✅ Need additional help?
Use the Skroutz Assistant from the merchants panel or contact us.