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 when it comes to issue rates. 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 to have an issue rate of max 5%.
|
MPR Thresholds |
MPR Action |
|
>6% |
Warning |
|
10-34,99% |
Warning + Issue fee |
|
>35% |
Issue fee + Possible termination (decision by Fyndiq in each case) |
A MPR Issue fee of 20 SEK/ 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 (auto-refund) issues/cases that apply to specific products with too high a 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.
Product Issue Fees
With Product Issue Fees we want to target bad quality products. The purpose is to try to prevent customers from getting these products in the first place by targeting products with a high Complaint rate.
Threshold:
Complaint rate 20% and above with at least 5 complaints per product, per calendar month.
A Product Issue Fee of 50 SEK/ issue will be charged monthly (excl. VAT) and is calculated on all Complaint issues on each affected product two months ago (the entire calendar month) and is deducted from future payments.
We will start to calculate these product issues from the 1/7 - 2021 and start to take out fees based on these thresholds from the 1/9 - 2021.