By communicating directly with customers, you can offer immediate assistance to the issues they're facing with the products they purchased from your store through Skroutz Marketplace.
Customers can reach out to you by using the "Did you face a problem" option when visiting their orders on Skroutz.gr and by choosing the option "Faulty product". You will receive their comments and attachments (images and PDF files) via ticket.
You can find these tickets inside your Merchants Panel by visiting the Tickets page, under the "From customers" tab. You'll also receive an email notification and you can find the order's related tickets inside each order.
communication as it's shown to the user
communication as it's shown in Merchants Panel
You can reply to those tickets in the same way as the tickets you send/receive from Skroutz, in which you can add text and image and PDF attachments. For customer tickets, you can also mark a ticket as "Completed" after you have ensured that the customer's request was dealt with.
In case where a product's fault cannot be determined or addressed through ticket communication, the customer can still return the product so they can send it in for an inspection.
For returning products, you can find the related customer communications in the "Tickets" tab in the order details page on Merchants Panel: