Changes to performance issue fees from November 1st 2022
From the 1st of November we will modify the thresholds for the monthly issue fees, including missing issue fee, complaint fee and product issue fee.
The large majority of merchants will not be affected by this change. The fee has been adjusted in a way that fewer merchants are affected, but the ones affected will be charged a higher fee. The reason behind this increase of fees and thresholds is to give a clear signal that the lowest performing merchants have to make an effort to perform according to what is expected. It is our mutual customers that will suffer from merchants' low performance. We want to highlight that Fyndiq’s aim is to not have to charge any fees. The overall ambition is to deliver a good customer experience with high performing merchants.
Note: The change of the new issue fees will be effective on the monthly issue rate in November and will therefore be communicated and charged in January if your issue rate is above the thresholds.
Here you can read about the thresholds that are active right now and until 1st November 2022.
Changes in missing and complaint issue fees
The new missing and complaint issue fees will be charged according to the table below. As earlier, we will adapt the fee according to the price range of your articles since the customers willingness to report an issue goes up for higher priced articles.
Table presenting how Complaint and missing issue fee is calculated based on your orders.
Example 1: If a merchant has 30 orderrows within the price span of 0-498 SEK one month with 3 missing issues (10 %) and 4 complaints (13 %), the merchant issue fee would be 150 SEK for one complaint. The fee is based on 1) the percentage of issues above the thresholds and 2) number of issues above the minimum. Therefore, the complaint fee will be based on 1 issue, which is a fee of 150 SEK.
There will be no fee for the 3 missing issues even though the missing rate is above 4 % (10 %), since it does not exceed the minimum of 3.
Example 2: If a merchant has 100 orders within the price span of 0-498 SEK one month with 15 missing issues, the merchant issue fee would be 1800 SEK (11*150 SEK) for 11 missing issues. Although the total number of issues are 15, the fee will only be based on the issues received after the rate exceeds 4%.
Changes to product issue fees
We will further modify our product issue fee which is based on products with many complaints. The product issue fee will be calculated based on the table below:
Table presenting how Product issue fee is calculated based on your orders.
Example: A product costs between 0-498 SEK and has generated 30 orderrows in a month and had received 6 complaint issues from customers last 3 months. Because the complaint rate of 20% is above the threshold of 15% - you will have to pay a flat product issue fee of 500 SEK.
Other changes to how we calculate the product issue fee
Instead of measuring complaint issues for one month, we will check all incoming complaint issues over the last three months. Example: If you were charged a product issue fee for a product within November and continue to sell the product, we will charge you again for the complaints received in December and January if the sale of the product still remains (and if the product reaches over the complaint thresholds).