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
Depending on the business model of the store (Marketplace core, Fulfilled by Merchant), the Compensation policy is formed as follows.
Marketplace Core Model (deliveries are handled by Skroutz)
Skroutz assumes the responsibility of compensating the store for products that were damaged or destroyed by the buyer and/or the partner courier company upon their return to the store, as well as for products lost by the partner courier company during their transport.
In particular, the store must accept all returned products. If, upon receipt of the product by the store, damage or destruction of the product is detected, it is possible to submit a claim for compensation through a special procedure to be followed in the Partner Area up to 7 working days after receipt of the product. The request for compensation must be accompanied by the relevant documentary evidence certifying the damage or destruction (e.g. a photograph of damaged packaging or of the product, and, where applicable and depending on the type of product to be returned, the conclusion of an authorised technician, etc.). Exceptionally and only in cases where damage to the product is detected, which must be confirmed by an authorised service, the request may be submitted within 15 working days, and in the case where the official service is located abroad, the request must have been submitted within 30 working days.
Following the request for compensation, a check will be made by Skroutz as to the fault of the damage or destruction. If this is proven to be the fault of the consumer or the transport company, compensation will be provided, calculated as follows, based on the maximum compensation rate per product category and the final sales price excluding VAT (The following compensation rates will come into force on 04/03. Until 03/03, you can find out the current compensation policy here):
| Category group | Compensation % |
| Adult - Sex shop products | 70% |
| Appliances - Accessories and spare parts | 80% |
| Appliances - Home medical appliances | 80% |
| Appliances - White goods and large home appliances | 90% |
| Appliances - Large heating / cooling devices | 90% |
| Appliances - Small domestic appliances | 80% |
| Appliances - Small heating / cooling devices | 90% |
| Appliances - Personal care appliances | 80% |
| Auto-Moto - Consumables, decoratives and protection equipment | 70% |
| Auto-Moto - Accessories and spare parts | 70% |
| Auto-Moto - Vehicles and boats | 70% |
| Auto-Moto - Bikes | 70% |
| B2B - Rural / livestock equipment | 80% |
| B2B - Horeca Consumables | 80% |
| B2B - Cleaning and health consumables | 80% |
| B2B - Beauty salon consumables | 80% |
| B2B - Accessories and spare parts | 80% |
| B2B - Tools and horeca utensils | 80% |
| B2B - Beauty salon equipment | 80% |
| B2B - Medical consumables | 80% |
| B2B - Medical tools and equipment | 80% |
| B2B - Medical machinery | 80% |
| B2B - Machinery and Appliances | 80% |
| B2B - Signage | 80% |
| Baby equipment - Baby toys and baby necessities | 70% |
| Bedding - General category | 70% |
| Bedding - Restaurant & hotel linen | 80% |
| Bedding - Rugs | 70% |
| Consumables - General category | 80% |
| Electrical - Cables, sockets and accessories | 90% |
| Electrical - Light bulbs | 80% |
| Electrical - Electronic test instruments and devices | 80% |
| Electrical - Security systems | 80% |
| Electronics - Microelectronics | 90% |
| Fashion - Clothing accessories | 70% |
| Fashion - Eyewear | 80% |
| Fashion - Clothing | 70% |
| Fashion - Jewellery | 70% |
| Fashion - Watches | 70% |
| Fashion - Bags and Wallets | 70% |
| Fashion - Footwear | 70% |
| FMCG - Alcoholic beverages | 80% |
| FMCG - Personal care supplies | 80% |
| FMCG - Cleaning supplies | 80% |
| FMCG - Cosmetics | 80% |
| FMCG - Personal hygiene consumables | 80% |
| FMCG - Household chemicals | 80% |
| FMCG - Food and beverages | 80% |
| Furniture - Baby room | 70% |
| Furniture - Furniture and sanitary accessories | 80% |
| Furniture - Furniture | 80% |
| Furniture - Small furniture | 80% |
| Furniture - Mattresses and pillows | 80% |
| Furniture - Lighting | 80% |
| Hobby - Lightweight equipment and accessories | 70% |
| Hobby - Musical instruments | 70% |
| Home improvement - Sanitary ware products | 80% |
| Home improvement - Construction for heating and ventilation | 80% |
| Home improvement - Central heating & plumbing machinery | 90% |
| Household - General category | 70% |
| Household - Outdoor decoration | 80% |
| Household - Home decor | 70% |
| Household - Kitchen tools and utensils | 70% |
| Medical/Pharmaceutical - Consumer health, consumables and supplements | 80% |
| Medical/Pharmaceutical - Household accessories | 80% |
| Pets - Equipment and accessories | 70% |
| Pets - Pet food | 70% |
| Sports and professional fashion - Clothing accessories | 70% |
| Sports and professional fashion - Clothing and Footwear | 70% |
| Sports and professional fashion - Bags | 70% |
| Seasonal and Events - Wedding / baptism accessories | 70% |
| Seasonal and Events - Party accessories and equipment | 70% |
| Seasonal and Events - Seasonal products | 70% |
| Seasonal and Events - Personalised cards | 70% |
| Sports - Heavy equipment | 70% |
| Sports - Lightweight equipment | 70% |
| Sports - Accessories and spare parts | 70% |
| Stationery - Consumables | 80% |
| Stationery - Books | 80% |
| Stationery - School and Foreign Language Textbooks | 80% |
| Stationery - Stationery & office supplies | 80% |
| Stationery - School supplies | 80% |
| Technology - Console and PC games | 80% |
| Technology - Non-tech accessories | 90% |
| Technology - PC build | 90% |
| Technology - PCs and Gaming Consoles | 90% |
| Technology - Refurbished | 90% |
| Technology - Wearables | 90% |
| Technology - Consumables | 90% |
| Technology - Spare parts | 90% |
| Technology - Mobiles and tablets | 90% |
| Technology - Software | 90% |
| Technology - Rest technology devices | 90% |
| Technology - Peripherals and computer accessories | 90% |
| Technology - Audio, photo, video devices and amplifiers | 80% |
| Technology - Technological accessories and small devices | 90% |
| Technology - Chargers and batteries | 90% |
| Tobacco products - Electronic cigarette consumables | 80% |
| Tobacco products - Tobacco | 80% |
| Tobacco products - Devices, accessories and consumables | 80% |
| Tools - Building materials and consumables | 80% |
| Tools - Accessories and spare parts | 80% |
| Tools - Technical machinery, materials and tools | 80% |
| Tools - Power and hand tools | 80% |
| Tools - Power tools and machinery | 80% |
| Toys - General category | 70% |
Special Conditions of Compensation
- Product Destruction: Compensation corresponding to the maximum percentage per category, based on the final selling price excluding VAT at the time of purchase.
- Partial Product Damage: Compensation corresponding to 40% of the final selling price excluding VAT.
- Destruction of Factory Packaging: Compensation corresponding to 20% of the final selling price excluding VAT.
- Product Loss During Transportation: Compensation corresponding to the maximum percentage per category, based on the final selling price excluding VAT.
Any request for reassessment of the decision on compensation or the percentage of compensation may be made up to 7 working days after the store has been informed of the decision to compensate or not to compensate.
Limit of total compensation
The total amount of compensation Skroutz pays to stores cannot exceed 0.75% of the store's annual turnover through the Skroutz Marketplace. For new stores, the 0.75% limit starts to apply after the first €200 in turnover or after the first three months of sending their first order through Skroutz Marketplace, whichever is earlier.
If the store has not completed twelve months since the first order in Skroutz Marketplace, it will be reclaimed on an annual basis.
FBM (Fulfilled by Merchant) Model (deliveries are handled by Merchant)
The store is obliged to receive all returned products. If, upon receipt, the products are found to be damaged, destroyed, or lost during transit by the courier company, the merchant must address the matter directly with the carrier, as all courier-related negotiations fall under the merchant's responsibility.
However, in the case the returned products are determined to be damaged or destroyed by the buyer and/or Skroutz upon their return to the store, Skroutz will assume responsibility for compensating the store, as outlined in the aforementioned section (Marketplace Core Model).
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.
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.