1. Communication between Shops and Skroutz
Communication between Skroutz and shops is particularly important, as it helps resolve potential issues with user orders. In cases where a shop does not respond to any communication from Skroutz for more than 4 working days and the shop has active orders to be shipped during that period, Skroutz may proceed with the temporary deactivation of the shop on Skroutz and transfer the orders to another shop for processing.
2. Compensation Policy
Skroutz takes responsibility for compensating the shop for products that, upon their return to the shop, are found to be damaged or destroyed by the buyer and/or the collaborating transportation company, as well as for products lost by the collaborating transportation company during their transport.
More specifically, the shop is required to accept all returned products. If, during the receipt of the product by the shop, damage or destruction is detected, the possibility of submitting a compensation request is provided through a special procedure that is followed in the Partner Area, up to 7 working days from the receipt of the product. The compensation request should be accompanied by the corresponding document certifying the damage or destruction (e.g., a photo of a damaged package or product, and, where applicable, a report from an authorized technician, etc.). Exceptionally, and only in cases where a product defect is identified and must be confirmed by an authorized service, the submission of the request can be made within 15 working days. In cases where the official service is located abroad, the submission of the request must be made within 30 working days.
Following the compensation request, Skroutz conducts an examination as to the liability of the damage or destruction, and if it is proven to be due to the fault of the consumer or the transportation company, the following compensation is provided on a case-by-case basis:
(a) In cases of total destruction of the product and impossibility of resale, full compensation is provided, equal to the cost of purchasing the product (net product value) from the supplier after the submission of the relevant purchase invoice.
(b) In cases of minor damage and depending on the extent of the damage, making the product fully functional and marketable (e.g., products with scratches), partial compensation is provided, equal to up to 40% of the retail price of the product at the time of purchase. Indicatively, we present the following cases:
(c) In cases of lost products during transportation, full compensation is provided, in accordance with the above terms.
The total compensation amount that Skroutz pays to shops cannot exceed 0.75% of the shop's annual turnover through the Skroutz Marketplace. For new shops, the 0.75% limit starts to apply after the first €200 in turnover or after the first three months from the shipment of their first order through the Skroutz Marketplace, whichever comes first chronologically.
*In case the shop has not completed twelve months from its first order on the Skroutz Marketplace, the reduction will be made on an annual basis.
3. Product Repair and Response Time
In the event that a product has been returned as defective and has been sent for repair/service to a shop, the merchant must:
(a) Return the product repaired or the final report/result of the service, legally signed by a specialized technician, within 15 working days from the day the product was received. In case the official service is located abroad, the corresponding procedure must be completed within 30 working days.
(b) Respond to any communication from Skroutz regarding the repair process within 2 working days in order to promptly inform the user.
(c) In case the above time limit for the return of the product or the submission of the service report is not met, it is inferred that the merchant accepts the return and the existence of a defect, and the user is compensated by Skroutz for the full value of the product, if requested. The amount paid to the user is deducted from the next payment that Skroutz makes to the merchant.
4. Invoice Issuance
Shops that have activated the provision of issuing invoices are obligated to issue an invoice for orders upon request. If a shop no longer wishes to issue invoices for future orders, it should deactivate this provision through the Partner Portal, on the "Shops Services" page. For pending orders while the provision was active, shops must issue invoices regularly and without exception.
Exceptions: The above deactivation option is not allowed for products in the categories of Laptops, Mobile Phones, Consoles, and Tablets (Article 39A products). Shops participating in the categories of Laptops, Mobile Phones, Consoles, and Tablets, as well as products referred to in Article 39A of the VAT Code, as applicable, can receive orders without the payment of VAT as provided for, with electronic verification of the beneficiaries through the system.
Read more about Article 39A, paragraph 5.
5. Returns Management
In the event that a user requests a product return for any reason (withdrawal request, order execution error, defective product, etc.), the shop receives all the information regarding the product to be returned, the reason for the return, quantity, purchase date, and customer details. Therefore, for the returns process from the shop's perspective, providing the purchase receipt from the user is not mandatory.
Exceptions to this policy are returns that require further technical inspection of the product and returns of products for which the purchase receipt was issued using a standard cash register; in such cases, the purchase receipt must be provided.
This policy solely pertains to the product return process and does not, under any circumstances, affect the process of issuing (sending/communicating to the user) purchase receipts for product purchases, which remains mandatory.
6. Change of Details
Any changes related to business information, address, contact details, tax-related information, company details (e.g., conversion from a natural person to a legal entity, changes in the legal form of an entity, changes in the ownership structure of an entity, changes in the legal representative of an entity, VAT registration number), or any details that may potentially mislead consumers must be recorded and updated through the Partner Portal as soon as possible, and in any case, within 24 hours.