3 min article
Am I charged if I reject an order?
Yes. Starting February 2024, a fee equal to 50% of the product fee will be applied to any order rejected by the store, regardless of the value or quantity.
Why is this fee applied?
The fee is intended to reduce rejections, avoid operational difficulties, and improve the overall shopping experience for Skroutz Marketplace users. Canceling orders without timely notification negatively affects:
- The fulfillment rate
- The store rating
- And may result in additional costs
How can I avoid rejections?
- Make sure your XML file or ERP contains correct and up-to-date information about product availability
- Declare product variants (e.g. size, color)
- Check prices and accuracy of data before promoting the product
- If necessary, reject in a timely manner to limit the burden on the consumer experience
The relevant charge appears in the Payouts section → Order rejection cost
What happens if I send the wrong product?
If the wrong product is sent under the responsibility of the store, then the store is charged with:
- The cost of returning (collecting) the wrong product,
- And the cost of reshipping the correct one.
What does this cost depend on?
The cost varies depending on:
- The weight of the product
- The location of the store and the consumer
- The selected shipping method
Does this charge also apply to Fulfilled by Skroutz orders?
No. For orders executed from the Skroutz warehouse (Fulfilled by Skroutz), the store is not charged in the event of an incorrect shipment, as the responsibility for managing the order belongs to Skroutz.
What About Replacement Orders?
When a new replacement order is created (due to rejection, out of stock or inability to deliver from the original store), Skroutz's system automatically searches for the product in all available partner stores.
- It is not guaranteed that the new order will be assigned to the same store as the original
- The order is automatically forwarded to the next available store that has the product in the same price range, in order to ensure the completion of the purchase and customer service
- In case the next store has a higher price, the difference is covered by Skroutz and not the consumer
✅ Need more help?
Check out the relevant courses at Skroutz Academy to answer any questions you may have!