With the process of inspecting defective products, you can report the status/progress of each repairable product that has been returned as defective and proceed with the completion of the process. This way, you can more promptly resolve issues that customers face with their products without the intervention of the support team.
Upon receiving a product for inspection, the reason for return along with customer comments regarding the defect they are experiencing is displayed within the order. If customer comments are not sufficient to determine the device's defect, you can open a ticket directly from the product section for clarifying questions.
For example, if you need to unlock a mobile device with a passcode, or if a device exhibits a defect that manifests by following specific steps.
Once you complete the inspection, you should use the 'Inspection Result' button to proceed with updating the customer and Skroutz about the findings you have reached.
On the inspection result page, you have the option to choose one of the following and upload the corresponding report from the inspection team:
No (the defect was not confirmed)
or Yes (the defect was confirmed)
- Repair free of charge (within warranty)
- Repair with additional charge (out of warranty)
- Replacement (within warranty, optional to upload the report)
- Not repairable (out of warranty, no paid repair provided).
What is the completion time for a technical inspection of defective product repairs?
The completion time for the technical inspection (service) of defective products is 10 business days (if deemed necessary, this period can be extended by five additional business days).
If the technical inspection is not completed within the specified 10 (or 15, if an extension has been requested) business days, the management of the request is automatically transferred to the Skroutz team, which proceeds with the buyer's compensation.
You can track all related requests through the Partner Area, in the Returns > For Review section.
NotesA consumer may submit a return request (within 30 days of delivery) with the reason “It is defective” for a product that can be repaired and select the type of compensation they want, among the following:
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