5 min article
Given your complete knowledge of your products, you will offer an efficient and prompt return management, contributing to an excellent and comprehensive buying experience.
The management of product return requests will be at your discretion, focusing on defective products, as well as incomplete products or parts of an order.
What is the process for returning defective & incomplete products?
A consumer can submit a return request with the reason “It is defective” for a product that can be repaired and chooses (within 30 days of delivery) the type of compensation he/she wants, among the following:
- "I want the product" (the product will be repaired or replaced)
- "I don't want the product" (the product will be refunded)
Each time a return request is submitted, you will receive an email entitled "Return Order Request". This order will appear in the "Returns" → "Returns requests" section in Skroutz.
Once you receive the product, you proceed with an inspection confirming that it is defective and the refund follows the customer's preference as originally intended.
What are my options for handling a return request?
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Sending a part (in case of incomplete order) |
Create an additional shipment to send the missing part of the order |
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Acceptance |
The return from the customer to your store will be routed |
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Rejection |
You will need to enter the reasons for rejecting the return, and the customer will be automatically notified along with your comments about the rejection |
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Contact with the user (written or by telephone) |
If you detect, from the customer's comments, that he/she does not understand the function of a product (e.g. cannot put it into operation), you can either reject it to provide a description of its function, or you can make a telephone or written communication with the customer You will need to go to the “Customer Tab”, and either enter your phone number and select “Call”, or create a ticket to the user. After the contact you will need to select “Accept” or “Reject” |
What is the response time for a refund request?
For each new return request, you have 8 business hours to handle it. In case of written communication with the customer, the response time is 16 working hours. If you do not respond within these time frames, the request will be automatically accepted.
What if the customer does not understand the operation of the product?
If you find from the customer's feedback that he/she does not understand the function of the product, you can describe the function of the product in the rejection or contact the customer by phone to provide the necessary information.
What should I look out for to ensure a positive customer experience?
- Regularly check the "Returns" → "Returns Requests" section to manage requests directly
- Avoid leaving requests unmanaged
- In case the customer does not understand the operation of the product, contact them, and give them the necessary information
Tips:
Always be polite and understanding with customers
Respond to return requests as soon as possible
Provide clear and accurate information to customers
✅ Do you need additional assistance?
Use the Skroutz Contact Assistant from the Merchants panel or check out the relevant course in the Skroutz Academy to solve any questions you may have!