Dear partner,
Over the coming weeks, we’re taking important steps to simplify processes, enhance your business overview, and ensure fairer and clearer return policies:
- From Friday, August 1, 2025: Easier tracking of your business performance in the Merchants Panel, along with a new charging method for incorrect or incomplete shipments
- From mid-September 2025: New availability windows for products with a shipping time of 4 or more business days
New Operational Performance Rating
Starting Friday, August 1, 2025, tracking your store’s business performance will be simpler than ever, giving you clearer insights and better control of your daily operations right from the Merchants Panel. At the same time, the charging method will change for cases where incorrect or incomplete products are shipped due to store responsibility, aiming to maintain a consistent experience for consumers.
Evaluations will continue to take place daily, based on the past 30 days and built around three main pillars:
1. Reliability
2. Speed
3. Quality
The 3 Key Pillars
Updated Availability Windows
Starting mid-September, we’re refining availability windows for products shipped in 4+ business days, to reflect more accurately when the customer will receive their order.
Nothing changes for products marked as “In stock” or with shipping times of 1–3 days — those stay as is.
This adjustment helps build trust, simplifies purchase decisions, and improves the customer experience overall.
You simply set the correct availability for each product — we’ll take care of showing customers the right delivery timeline on the platform, making expectations clear and trustworthy.
In the coming period, you’ll receive a separate update regarding the revised partnership policy.
Got questions?
We’re here to help with any question or concern you might have!
Always by your side,
The Skroutz Team.
Frequently Asked Questions (FAQ)
Q: What happens to my stats if I reschedule an order?
A: Your Fulfillment rate won’t be affected — since the order is still fulfilled. However, your Successful pickup rate might decrease, as the revised delivery date could fall outside the original promise to the customer.
Q: My store has a low number of orders. How is my operational performance evaluated?
Α: The evaluation depends on the number of completed orders. Specifically, if the store has between 0 and 15 orders, no evaluation is conducted. If the number of orders ranges from 15 to 35, the evaluation is based on the number of unfulfilled orders, with the limit set at 7. Once the store exceeds 35 orders, the full evaluation system is applied, as previously described.
Q: Can I see how many times my shop has been deactivated due to performance?
A: Yes. In the Partner Hub, you can access your shop’s deactivation history for the past 12 months.
Q: Will the availability windows used for shipping rate calculations change with the new policy?
A: Yes. Starting mid-September, calculations will be based on the new availability windows outlined above.
Q: How is the shipping cost calculated in case of incorrect shipments?
A: It depends on factors like product weight, shipping distance, and more. You can find a full breakdown in the “Payments” section of the Partner Hub.
Q: What if the order is “Fulfilled by Skroutz”?
A: If we handle fulfillment, you won’t be charged for errors or missing items — we’ve got it covered.
Q: Can I declare availability over 12 days?
A: No. Products with availability beyond 12 days are no longer shown on Skroutz. We recommend removing them for smoother and more effective inventory management.
Q: Can I set different availability windows for each product?
A: Absolutely! Just declare the accurate timeframe for each item — we’ll make sure it’s displayed properly. Example: If you set delivery in 11 days, the product will automatically be shown as “Available in 9–15 days.”
Q: What if availability for some products changes often?
A: Choose the longest expected window (e.g. 7–12 days) to avoid delays and keep a consistent experience for your customers. If availability becomes inconsistent, the product may be temporarily hidden.