How does Skroutz process a return?
If a customer wishes to return a product purchased through Skroutz, they can submit a return request directly through their account. Our team reviews the reason for the return, any customer comments, as well as any photographic evidence, and if approved, schedules a pickup appointment from the customer's location according to their choice. We automatically send you a notification about the return request, so that you can see all the information related to the return in your partner account.
What should I do if the customer contacts me to inquire about their return request or to submit a return request?
In case of a direct return request to you or for any inquiries, please inform the customer to contact us through the contact form available on our website
What happens regarding the payment of the returned order?
Once the product is returned to you, we will automatically deduct the amount corresponding to the cost of the returned product in our next payment. Within each returned order, you can monitor the payment and settlement activity in the payment section.
Why was my payment deducted when I sent the product for technical inspection?
In the case of a return, the standard procedure is that the value is offset in your next payment, along with any necessary technical inspections.
If the product is reshipped to the customer, you will be paid normally after its delivery.
If the product is not reshipped to the customer and cannot be resold, we will investigate the issue and provide compensation if deemed necessary.
What should I do when I receive a customer's return request, but I disagree with the reason for the return?
The customer submits their request by selecting a return reason that, in their own assessment, corresponds to their problem. However, this may not always be the best choice. We recommend waiting to receive the returned product at your store and thoroughly checking it. If you identify any specific error, please inform us in detail so that we can address it.
I have received the product return, I have checked it, but I do not agree with the reason for the return. The product was sent correctly from my store, and the return reason affects my statistics.
Once we receive confirmation from you that the reason for the return should not be attributed to your store, we will make an exception for this return. We will not alter the return reason chosen by the user for the sake of maintaining historical accuracy.
What is the refund process?
We place a new order in your store, which automatically appears as completed, so that it can be included in your next payment.
If the return is not accepted, can I refuse to accept it?
Refusing to accept returns is not supported. You should accept the returns as normal and inform us with photos and the reason why the return is not accepted, so that we can resolve it accordingly.
Who is responsible for sending the replacement product or user's refund?
The customer has completed their transaction through our website. Therefore, any compensation will be provided by us.
Can I send a new product to the customer myself?
In order to arrange a replacement for the customer, a new order needs to be placed by us. This way, the customer is automatically notified about their replacement order, allowing us all to track it. Additionally, we can process the corresponding payment for the new order.
What criteria do you use to initiate a replacement order or proceed with a refund for the customer?
This depends on the customer's preference and the regulations in place. In the case of a customer's withdrawal, they are entitled to a refund. Therefore, we proceed with promptly crediting the corresponding amount to their account. In the case of a replacement, we automatically place a new order, which may not necessarily be fulfilled by the same store as the original order, based on an algorithm. So if the replacement order is directed to your store, it will be treated as a new order for you to manage.
In the return orders, I noticed one order that is no longer present and has not been returned to my shop
In cases where the customer has changed their mind or the issue with the product they wanted to return has been resolved, we proceed to cancel their request. Since the order no longer appears in your return orders and has not been returned to your store, there is no need to wait for it.
What should I do in case the product is being returned due to a malfunction reported by the customer?
The product should be inspected based on the malfunction reported by the customer within the framework of its legal warranty, which lasts for 2 years from the delivery of the product. Please send us the relevant technical report to email@example.com, indicating the order number in the email subject.
The technical report, whether conducted by you or by a collaborating service, should be in a text file format (Word, PDF) and should provide detailed information about the actions and tests performed on the returned product. The language should be clear and understandable, as the report will be forwarded to the customer for their information. Depending on the case and if deemed necessary, in addition to the report, you may need to provide us with photographic material that complements and enhances the validity of the actions mentioned in the inspection report.
What do I do if the damage is confirmed after the inspection?
Just inform us through a ticket, and we will communicate with the customer to proceed with their compensation. You don't need to take any additional action.