As a merchant at Fyndiq you are the expert on your products and therefore we would like you to manage and solve your own incoming issues from customers. This does not only create the best service for the customers, it also means that you gain more control over your business and what issues that are more frequent than others.
All issues are managed through a platform called Reclaimit where you as a merchant at Fyndiq are able to manage your own customer service issues. In Reclaimit issues of the following type are handled:
You should always use a professional language in all your communication with the customer. Also, please note that we have a 24 hours policy where you have to respond to the customer within 24 hours. If this is not fulfilled an automatic refund will be made to the customer. You only have to respond to the customer within the 24 h, a full solution is required within 72 hours. We therefore recommend you to log in to Reclaimit on a daily basis to track and handle new issues.
Customer Satisfaction Score (CSS)
At Fyndiq we measure the customer satisfaction of the customer service management through a Customer Satisfaction Score. The Customer Satisfaction Score is the score that customers choose to rate the customer service errands handled by you as a merchant in Reclaimit. The rating model is simple — a thumb up means that the customer is satisfied with the service they received from you and a thumb down means that the customer was not satisfies with the support.
A bad rating often depends on how you as a merchant communicates with the customer. A vague response that creates misunderstandings and not provides the customer with an answer to their problem is likely to generate a bad CSS. A clear, service-oriented communication where you offer the customer a solution to their problem is more likely to generate a good CSS.
Here are some tips and tricks on how you as a merchant can improve your CSS:
- Answer the customer in a friendly and service oriented way.
- Provide fast, clear and solution oriented answers.
- Send pictures or videos to describe properties and functionalities of a certain product.
- Attach a return shipping label as soon as possible if you wish to take the product in return.
As a merchant at Fyndiq you should always strive to have a CSS of 85%. If you have a lower CSS Fyndiq have the right to charge a fee for unhappy or lost customers. In cases where you continuously have a CSS of less than 80% Fyndiq can close your Reclaimit account temporarily to make sure you have time to evaluate how to improve your customer service for the future.
Here you can read more about Fyndiq's CSS guidelines.
Please do not hesitate to reach out to firstname.lastname@example.org if you have any concerns regarding how Fyndiq measures customer satisfaction.