Question 1

What makes SKUU different from other software connections?

Accepted Answer

SKUU is the only network that works tri-directional: retailer to retailer, brand to retailer, and retailer to brand. Every route is driven by real-time consumer demand and runs on one transparent model. That combination is completely unique and makes SKUU the only one in the market.

Question 2

What if I don't want to offer some products through SKUU?

Accepted Answer

Add the tag skuu_exclude to the product in your shop. SKUU removes it from the network; it stays sellable in your own store. Remove the tag to re-enable. You can also work with filters: SKUU only activates what you make available.

Question 3

What if I don't want to receive network stock for a product?

Accepted Answer

Add the tag skuu_stop to the product. SKUU stops filling that product with stock from other shops; you sell it only from your own stock. Remove the tag to reopen.

Question 4

What if the price at the other shop differs?

Accepted Answer

SKUU only shows products whose selling price is within 5% of your RRP. If your price is €110, we only allow matches between €104.50 and €115.50. Products outside that range are not offered as available stock.

Question 5

How do you handle discount codes?

Accepted Answer

Within the network we allow a discount of up to 10% on a SKUU product. A higher discount is blocked at checkout, or the order is cancelled toward the customer. This keeps the price within the agreed margin and protects the shipping party's margin.

Question 6

How do I handle paid marketing channels like Google Shopping, CSS or affiliate feeds?

Accepted Answer

Exclude SKUU-linked products from your paid marketing channels (PPC, PLA, CSS or affiliate feeds). This stops you paying for traffic to products ultimately shipped by another retailer, and protects your margin.

Question 7

What if a variant has no barcode?

Accepted Answer

SKUU uses smart technology and a human in the loop to still make as many matches as possible.

Question 8

Do I need to change anything in my shipping process?

Accepted Answer

Full white-label shipping: SKUU-tagged orders you ship go out without your own packaging materials, receipts or promo cards. Communicate this with your logistics department. SKUU helps with onboarding and any exception flows. This only applies to clients with whom we have agreed it is feasible in the cooperation agreement.

Question 9

Who gets the track & trace?

Accepted Answer

The customer gets the track & trace from your shop, through your standard email flow. The info and updates are synced back automatically from the shipping party to you.

Question 10

What if a customer wants to cancel?

Accepted Answer

Not yet shipped (unfulfilled): cancel the order as usual. Once the status is Cancelled, SKUU detects it automatically, informs the other party, and nothing is settled. Already shipped (fulfilled): have your customer return the product using the return label in the box.

Question 11

What happens if a package gets lost?

Accepted Answer

SKUU collects the proof together with the customer so the shipping party can file a claim with the carrier. The retailer that shipped the order is responsible, and the outcome is settled in the next clearing.

Question 12

What if the order is partly via SKUU and partly via me?

Accepted Answer

The customer receives a separate track & trace email per shipped item (split shipping). SKUU tags the order as PartialSKUU({id}) and automatically splits the fulfilment flows within your shop.

Question 13

How does SKUU recognise an order?

Accepted Answer

Through (API) webhook integration with your shop. Orders arrive in SKUU's software in real time at the moment of order and, if they are SKUU-related, are processed automatically.

Question 14

How do you know something is a SKUU order?

Accepted Answer

Every order line carries a unique SKUU tag, recognisable as e.g. SKUULineItem(12345 abc678). This depends on the (webshop) system and we integrate it custom.

Question 15

What if I don't ship myself but work with a third party (3PL)?

Accepted Answer

Inform your fulfilment partner about the white-label requirements. SKUU helps set up onboarding or exception flows.

Question 16

Can I still collect customer feedback / NPS as the selling shop?

Accepted Answer

Yes. The experience is fully white-label. Your standard service flows (like NPS emails) keep running. SKUU sends no communication to your customer.

Question 17

How does SKUU choose the supplier?

Accepted Answer

1. Nearest location. 2. SLA performance. 3. Otherwise: random.

Question 18

What if I sell to a customer in another EU country?

Accepted Answer

It runs (as usual, via your shop) through the OSS scheme (One Stop Shop). You charge the VAT of the consumer's country and report it via the OSS return in your country. On the purchase side, the delivery by the shipping party is correctly invoiced on a net amount (excl. VAT), per the applicable B2B rules.

Question 19

Who pays for the return label?

Accepted Answer

The return responsibility lies with the party that shipped the product. If the selling shop offers free returns, the return costs stay with the shipping party. If not, the customer pays them (partly) and this is settled in favor of the shipping party (max €4.95).

Question 20

What if I offer free returns?

Accepted Answer

Then you keep doing so. The return costs are always for the shipping party. You receive 92% of the sale amount back after return confirmation (the 8% selling kickback was already with your shop).

Question 21

Which return policy is allowed by default on SKUU orders?

Accepted Answer

Return window: 30 days for all SKUU orders (the selling party may be shorter based on what you already offer your customer; as shipping party you must accept 30 days). Return costs: for the customer, unless the selling shop voluntarily offers free returns. Return condition: varies per shop.

Question 22

Can I forward return requests automatically?

Accepted Answer

Return requests automatically go back to the shipping shop (B), and SKUU processes them through to the selling shop's end customer (A).

Question 23

Who pays whom in the SKUU model?

Accepted Answer

No one pays each other separately. SKUU collects all sales, shipments, returns and fees and settles it with you in one net amount. Every 2 weeks you receive an invoice with a breakdown. That single balance is the only thing you pay or receive.

Question 24

What is the exact split per route?

Accepted Answer

Route 1, brand to retailer: selling 8%, SKUU 7%, shipping 85%. Route 2, retailer to brand: selling 8%, SKUU 12%, shipping 80%. Route 3, retailer to retailer: selling 8%, SKUU 7%, shipping 85%. All percentages are on the SKUU product price (excl. VAT and shipping).

Question 25

How is the split calculated?

Accepted Answer

The selling party always keeps 8% (selling kickback) and passes 92% through; only the split between shipper and SKUU varies per route. SKUU's platform fee is all-in: external systems, integrations and processing are included and never charged separately. Shipping costs paid by the customer pass 1:1 to the shipping party, no split. All amounts are excl. VAT; each party accounts for VAT lawfully and SKUU may apply a self-billing mandate.

Question 26

What happens when a customer returns?

Accepted Answer

The original payment flow is effectively reversed. The customer gets a refund via the selling shop. SKUU stops or reverses the earlier payouts. Everything is processed automatically and clearly in the next clearing.

Question 27

What happens with a chargeback?

Accepted Answer

If a customer files a chargeback, SKUU provides the proof to help fight it. The retailer that shipped the order is responsible, and the outcome is settled in the next clearing.

Question 28

How does VAT work?

Accepted Answer

Example for a retailer to retailer order (route 3) of €121 incl. VAT: the seller (A) receives €121 and remits €21 VAT; pays €92 ex VAT to SKUU (85% purchase + 7% fee) and keeps €8 margin ex VAT; the shipper (B) receives €85 ex VAT. Local: handled with 21% VAT on top; cross-border EU: reverse-charged / intra-community supply (0%). Note: if a brand ships instead of a retailer (route 2), the split is 80% shipper + 12% SKUU. The seller still passes 92% through and keeps 8%.

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Setting up SKUU.

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