To deliver the best possible customer experience, we monitor issues such as missing and delayed deliveries, complaints and regrets. We have carefully looked at these figures and developed limits for what we think are too high values. We do this through Fyndiq's MPR (Merchant Performance Report) which, among other things, sets threshold values that should not be exceeded when it comes to customer service issues (number issues divided with the number of products sold over a certain period of time). The general goal is a total of 5%.
|10-34,99%||Warning + Issue fee|
|>35%||Issue fee + Possible termination (decision by Fyndiq in each case)|
The fee of SEK 20 / issue is charged monthly (excl. VAT) and is calculated on all issues two months ago (the entire calendar month) and is deducted from future payments.
High percentage of issues per product
Fyndiq has the right to bulk-close issues that apply to specific products with too high percentage of issues. However, this does not exclude the entire merchant account and next payment being paused / blocked. Fyndiq also has the right to charge a fee if it is deemed necessary to save Fyndiq's brand which will be deducted from future payments.