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 should not be exceeded when it comes to percentage of issues. 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).
Another part of estimating performance is through CSS (Customer Satisfaction Score) which measures how Fyndiq, together with our merchants, handle the customer service. To avoid potential fees and that you as a merchant get paused from handling your customer service in Reclaimit you should have a CSS of above 85%.
Issue thresholds and fees
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.
MPR (Merchant Performance Review) issue fees
To bring more transparency and fairness in how the issue fee is charged we have decided to modify the thresholds for issue fees starting from 15 of November 2021. The modification will be implied by splitting up the current MPR issue fee into one complaint issue fee (based on merchant complaint rate) and one missing issue fee (based on merchant missing rate). In addition, we will also adapt the fee according to the price range of your articles since the customers willingness to report missing rates goes up for higher priced articles. The issue fee will be based on monthly missing and complaint rates within each price range. Please note that the fee is only applied to issues above the threshold, not all issues within the period.
Please find the thresholds for missing issue fee and complaint issue fee in the table below.
|
Article price span (SEK): |
0-498 |
499-998 |
999- |
|
Issue rate (missing or complaint rate) threshold before fee applies: |
3,50% |
5,50% |
7,50% |
|
Minimum number of issues (missing or complaint) before the percentage threshold applies: |
2 |
3 |
4 |
|
Fee amount excl. 25% VAT (per missing or complaint issue above the threshold): |
20 |
40 |
80 |
Please note that for merchants operating in other countries outside Sweden the fee will be charged excl. VAT.
Examples of when merchant missing and complaint fee is charged:
1. Merchant with less than 30 orders in one month:
If a merchant has 30 orders within the price span of 0-499 SEK one month with 2 missing issues and 3 complaints - The Merchant issue fee would be 25 SEK for one complaint (above the minimum of 2) and zero fee for the 2 missing issues even though the missing rate is above 3.5 % (6.7 %), since it's below the minimum of 2.
2. Merchant with more than 100 orders in one month:
If a Merchant has 200 orders with the price span of 499-998 SEK one month with 20 missing issues and 5 complaint issues - The Merchant issue fee would be 450 (9*50) SEK for missing issues above 5.5% and zero fee for the 5 complaint issues since the complaint rate is below 5.5%.
How do I make sure to have a low and stable missing rate?
To start with, it is always a good idea to go through the delivery time of each of your articles on a regular basis. If you are uncertain that you will be able to deliver a product within the set delivery time we highly encourage you to add 1-2 days extra to create the right expectations for the customers. If the product is delivered within the expected time frame, we keep our customers happy which will create more sales for you in the long-run. A customer can only report a missing order after the max shipping time has passed.
How do I make sure to have a low and stable complaint rate?
If your complaint rate is increasing or is constantly at a high level a first step is to identify the articles with most complaints.This can be done in the Merchant Center under Issues/Product Overview. If the number of complaints are increasing at a fast pace we highly encourage you to pause the selling of the product in order to analyse the reason for the complaints.
Product issue fees
The purpose of the product issue fee is to prevent and protect our customers from getting bad quality or misleading products. The product issue fee is charged per product when a Merchant has a product with a complaint rate above 20% and has at least 4 complaints on the product (previously minimum 5 complaints) during one month of sales. The product issue fee is 50 SEK per complaint and is charged for all complaint issues on the product.
Example of when product issue fee is charged:
- If one product has 100 orders one month and 25 complaints - the merchant will be charged 1250 SEK (25*50) because the product issue rate is above 20 %.
CSS thresholds and fees
When you as a merchant handle your own customer service, it is important to be service minded and solve issues that you receive in a professional and polite way. The goal is that all merchants should have a Customer Satisfaction Score (CSS) of at least 85%. Everything below that limit is considered to be a too high percentage of dissatisfied customers. If we together can create more happy customers there is an increased chance that more customer will return to show at Fyndiq, which in turn will increase your sales!
Here you can read about some tips and tricks to improve your customer satisfaction.
Here you can read more about how you handle your customer service issues in Reclaimit.
Change of routine when CSS is low
If you handle your own customer service via Reclaimit, we are introducing changes to the Reclaimit flow from the 1st of July. The new flow will bring more transparency and fairness if you reach a low level in customer satisfaction score. The change applies to merchants that have a customer satisfaction score below our thresholds and implies the following:
- Instead of having all orders below 800 SEK refunded, all customer service errands will be outsourced to Fyndiq’s customer service department at a cost of 24 SEK (excl. VAT) per errand.
- You will no longer get a fixed penalty fee if you get paused from Reclaimit if you reach a low customer satisfaction score — Fyndiq will instead assist you in all communications with the customer.
- We are also introducing the possibility to have orders auto refunded below a price set by you. If you do not choose a threshold, all errands, regardless of product price, will be handled by Fyndiq’s customer service and not be automatically refunded.
Please note that even if you are not communicating with the customer and are not active in Reclaimit, you will need to be active in replying to Fyndiq’s requests regarding the errands. Fyndiq will communicate with you to find the best solution for both the customer and the merchant. If no response is received from you within 24 hours (on weekdays) Fyndiq may refund the customer on your behalf.
Below you see the different thresholds that describe what happens if you end up below a specific limit. We make the assessment per calendar month and on your total Customer Satisfaction Score during the previous month.
CSS of <80%
Month 1: Warning
Month 2: Warning + fee
Month 3 and onwards: Fyndiq assisted customer service until further notice + 24 SEK (excl. VAT) per handled errand
CSS of <70%
14 days: Notification of low CSS score
Month 1: Warning + fee
Month 2 and onwards: Fyndiq assisted customer service until further notice + 24 SEK (excl. VAT) per handled errand
CSS of <60%
14 days: Notification of low CSS score
Month 1 and onwards: Fyndiq assisted customer service until further notice + 24 SEK (excl. VAT) per handled errand
In exceptional situations, such as displaying an unprofessional attitude toward our customers or in other ways jeopardising the Fyndiq brand, we may opt to remove your ability to manage customer service tickets without warning.
CSS Fee
Fyndiq may charge a penalty fee for each dissatisfied customer where you have ended up with a customer satisfaction of 70% or if you repeatedly end up below 80%. The penalty fee is SEK 160 ex VAT per dissatisfied customer.
If you have questions regarding the training material or how to increase your customer satisfaction, contact Merchant Support at seller@fyndiq.com.