We always take a closer look at cases like Missing product issues, Bad stock issues, Wrong product issues and Reclamations. So that everyone knows exactly what rules apply, we have to be transparent about the levels we have fixed to allow merchants to sell their products on Fyndiq. We have spent a very long time looking closely at these figures and have drawn up limits for what we think are excessive values. We do this in Fyndiq's MPR (Merchant Performance Report) which, among other things, specifies certain thresholds that should not be exceeded in terms of customer service matters where the general objective is to be below a total of 5%.
- WARNING - if you exceed the limit values by a total of 5%
- ISSUE FEE 20 kr/ issue - if you exceed the limit values by a total of 15-34.99%
- TERMINATION + ISSUE FEE 20 kr/ issue - if you exceed the limit values by a total of 35% or more
The fee is charged monthly (excl. VAT) and is calculated on all issues two months ago (whole calendar month) and deducted from future payments.
Unusually many / high percentage of issues per product
Fyndiq has the right to bulk-close cases that apply to specific products with too high proportion of issues. However, this does not exclude the entire Merchant account and next payment being paused / blocked. Fyndiq also has the right to take out a fee if deemed necessary to save the Fyndiq brand which will be deducted from the estimated payment.