As part of our ongoing efforts to enhance user experience and minimize delays or lack of updates in shipments, we're implementing an upper limit threshold along with corresponding internal processes for shipments experiencing long delays.
Tracking Validity
- Tracking Validity Requirement: Sellers must maintain a tracking validity KPI above 95%.
- Definition of Valid Tracking: Valid tracking is a tracking ID from an integrated courier partner that is provided to Skroutz within the first 24 hours after order acceptance and shows a valid update status.
- Consequences of Non-Compliance: Failure to consistently provide valid tracking IDs on over 5% of orders may result in temporary deactivation of your account until the issue is resolved.
Dispatch Policy
Depending on the declared availability of the product there is a dispatch deadline between acceptance and dispatched timestamp.
- For orders with availability of 1-3 days, the dispatch deadline is 3 working days. You are encouraged to maintain a dispatch time average lower than 2 days.
- For orders with availability of 4-10 days, the dispatch deadline is 8 working days. You are encouraged to maintain a dispatch time average lower than 6 days.
If you fail to dispatch orders inside the dispatch policy threshold the order will be canceled to avoid further delays for the user.
Return pickup policy
Every return order should be picked up by your courier partners for up to 7 days after the return is approved. A valid tracking ID must again be provided up to 24 hours after the return receipt. You are encouraged to provide users on how to return orders to Skroutz and also provide a return instruction leaflet inside your order package. For returns without a tracking ID past the set threshold, we'll contact the user and mark it as delivered to expedite their refund process.
Response time policy
To ensure a consistent and positive customer experience, all sellers are required to respond to Skroutz inquiries and order updates within 48 hours of receipt. Failure to adhere to this policy may result in a review of your seller status and potential adjustments to your visibility on the Skroutz platform.
Baselinker integration
If you're handling your Skroutz orders through Baselinker, it's crucial to ensure the accuracy of tracking information and prevent delays caused by incorrect mapping and integrations. Please adjust your Baselinker settings according to the instructions provided in the attached leaflet.
Cancelled but delivered shipments
Upon user cancellation, our team will promptly notify you. Subsequently, the order will be canceled, and you'll be required to coordinate with the courier to halt delivery and arrange for the shipment's return to you. Please note that we will not compensate for shipments that, despite being canceled, are eventually delivered.
⚠️ Important Notes
Use Integrated Couriers
Skroutz-supported partners are DHL, Geniki Taxydromiki, DPD, GLS, and ACS along with their affiliated partners, ensuring smooth tracking and payment processing. Ensure to provide the tracking ID of the integrated courier for all relevant suborders where there is an affiliated partner.
Non-Integrated Couriers
If using non-integrated couriers, such as third-party providers, manual updates are necessary for dispatch and delivery statuses. Timely updates are crucial to avoid order cancellation.
Return Shipments
For return shipments, the same manual update process applies. Ensure dispatch status is promptly updated to avoid delays.