2 min article
The customer contacts the store by phone and requests a cancellation or change. What do I do?
In case the customer contacts your store by phone requesting a cancellation or change of order, you should instruct them to submit their request directly to the Skroutz service team. This way, the request will be officially recorded in the system, ensuring the transparency of the process and compliance with the General Data Protection Regulation (GDPR).
I don’t have the size/color. Can I suggest another?
Yes, you can suggest an alternative product to the customer in case the original one is not available (e.g. different size or color). To do this, select the “Suggest alternative product” function from the order view in the Partner Area and contact the customer directly. This process is carried out internally, without the need for intervention from the Skroutz team.
How do I avoid order rejections?
- Update your XML or ERP correctly and in a timely manner
- Declare product variations (e.g. size)
- Ensure that prices are correct
- Reject in a timely manner, when required
More here: Availabilities & XML
Important for your statistics:
Not handling an order on time or rejecting it affects:
- Fill rate
- Store rating
- Possible 50% commission fee in case of rejection
Need additional help?
Use the Skroutz Contact Assistant from the Partner Area or contact us.