5 min article
How does Skroutz process a return?
If a customer wishes to return a product purchased through Skroutz, they can submit a return request directly from their account. Our team reviews the reason for the return, any comments from the customer, and any photos they may have attached. Once the request is approved, we schedule a pickup appointment for the product from the customer’s location, as selected when submitting the request.
Once the return is processed, a notification is automatically sent to the store, so you can view all the relevant information through the Partner Area.
Note for Fulfilled by Skroutz (FBS) orders:
If the return is for an FBS order, then:
- If the product is not defective, it is returned directly to the Skroutz warehouse and the store does not need to take any action.
- If the product is defective, then it is sent to the store for inspection and handling.
The customer contacts me by phone about a return. What do I do?
If the customer wishes to make a return or requests information about an existing request, direct them to use the Skroutz contact form. Communication must be made through our page.
What happens to the payment of the returned order?
Once the product is returned, its value is automatically deducted from your next payment. The transaction appears in the Payment section of the corresponding order, along with the relevant offset.
Who sends the new product or refunds the money to the customer?
Skroutz fully assumes the compensation or shipping of a new product to the customer. If a replacement is needed, a new order is created by us and no action is required from you to:
- The customer is informed
You can track it
You get paid for the new shipment
Can I refuse to receive a return?
No. Receiving is mandatory. You can then dispute the return request with the appropriate information (photos, description, exception or compensation request).
What do I do when there is a return request for a defective product?
Once a user makes a return request, you will receive an email titled "Order Return Request". This order will appear in the "Returns" → "Return Requests" section in Skroutz.
Once you receive the product, you proceed to check it to confirm that it is defective and the refund follows the customer's preference as originally desired.
The product was returned damaged or unsaleable. What do I do?
Submit a Refund Request from the "Support" tab of the order.
You will need to:
- Attach photos of the damage or packaging
- Describe the problem (e.g. damage to the packaging, damage to the product)
- State whether it is reusable
The product was returned due to a malfunction and needs to be checked by a technician. What do I do?
You should first check the damage reported by the customer. Once it is confirmed that the product is indeed damaged/defective, select the result of the check.
Then you enter the “Inspection Result” through the return page. Once the damage is confirmed, Skroutz automatically informs the customer.
Why was my payment deducted when the product was returned for technical inspection?
The settlement process is activated upon receipt of the product, regardless of the inspection result:
- If the product is returned to the customer, the withholding is refunded
- If the product is not returned and is not resalable, the claim for compensation is reviewed
✅ 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!