As a merchant at Fyndiq your performance are evaluated based on the following parameters:
- Customer issues related to missing/delayed orders, complaints and regrets.
- How well you handled the customer’s issue (Customer Satisfaction Score)
- How the customer review your products
- Fulfilled and succeeded orders
To deliver the best possible customer experience, we closely monitor these parameters to make sure our customers are happy with their purchase at Fyndiq and are likely to visit our site again. To make sure we meet the customers’ expectations we have developed thresholds for what should not be exceeded when it comes to these parameters.
Issue thresholds and fees
Performance issue fees
Fyndiq’s performance issue fees work as a security for Fyndiq to be able to re-invest in potential lost unhappy customers, so our customers continue to shop at Fyndiq.se and that our merchants receive more orders. The performance issue fees are based on your monthly missing and complaint rate out of your total number of orders received during the specific month and your product issue rate, which is based on complaints received on one particular product.
Your monthly missing rate is the percentage of orders reported as missing or delayed by customers out of your total number of monthly orders. Please note that a customer can only report missing after the expected delivery date.
Your monthly complaint rate is the percentage of orders reported as complaints by customers out of your total number of monthly orders.
Important to highlight is that only merchants that currently have a higher issue rate month over month are likely to be charged a fee. More specifically this means that if you currently have a missing or complaint rate around 2% or less on average during a month you are not likely to receive a fee.
We highly encourage you to read through our thresholds based on your customer issues in this article. In the article we will also share some tips and tricks to maintain a low and stable issue rate at all times.
Changes to performance issue fees from November 1st 2022
From the 1st of November we have modifies the thresholds for the monthly issue fees, including missing issue fee, complaint fee and product issue fee.
The large majority of merchants will not be affected by this change. The fee has been adjusted in a way that fewer merchants are affected, but the ones affected will be charged a higher fee. The reason behind this increase of fees and thresholds is to give a clear signal that the lowest performing merchants have to make an effort to perform according to what is expected. It is our mutual customers that will suffer from merchants' low performance. We want to highlight that Fyndiq’s aim is to not have to charge any fees. The overall ambition is to deliver a good customer experience with high performing merchants.
Note: The change of the new issue fees will be effective on the monthly issue rate in November and will therefore be communicated and charged in January if your issue rate is above the thresholds.
Changes in missing and complaint issue fees
The new missing and complaint issue fees will be charged according to the table below. As earlier, we will adapt the fee according to the price range of your articles since the customers willingness to report an issue goes up for higher priced articles.
Table presenting how Complaint and missing issue fee is calculated based on your orders.
Example 1: If a merchant has 30 orderrows within the price span of 0-498 SEK one month with 3 missing issues (10 %) and 4 complaints (13 %), the merchant issue fee would be 150 SEK for one complaint. The fee is based on 1) the percentage of issues above the thresholds and 2) number of issues above the minimum. Therefore, the complaint fee will be based on 1 issue, which is a fee of 150 SEK.
There will be no fee for the 3 missing issues even though the missing rate is above 4 % (10 %), since it does not exceed the minimum of 3.
Example 2: If a merchant has 100 orders within the price span of 0-498 SEK one month with 15 missing issues, the merchant issue fee would be 1800 SEK (11*150 SEK) for 11 missing issues. Although the total number of issues are 15, the fee will only be based on the issues received after the rate exceeds 4%.
Changes to product issue fees
We will further modify our product issue fee which is based on products with many complaints. The product issue fee will be calculated based on the table below:
Table presenting how Product issue fee is calculated based on your orders.
Example: A product costs between 0-498 SEK and has generated 30 orderrows in a month and had received 6 complaint issues from customers last 3 months. Because the complaint rate of 20% is above the threshold of 15% - you will have to pay a flat product issue fee of 500 SEK.
Other changes to how we calculate the product issue fee
Instead of measuring complaint issues for one month, we will check all incoming complaint issues over the last three months. Example: If you were charged a product issue fee for a product within November and continue to sell the product, we will charge you again for the complaints received in December and January if the sale of the product still remains (and if the product reaches over the complaint thresholds).
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 analyze the reason for the complaints.
How can I make sure to have a low number of product issues?
If you receive an increasing number of complaints on one specific product we recommend you to pause the sales of the product for the time being and analyze the reason behind the complaints. If you find a new batch of the same product but from another supplier it is important that you test the product before you put it back to sales again.
NOTE: If you experience quality, delivery or stock issues with a product that is already sent to the customer we kindly ask you to contact our merchant support at email@example.com as soon as possible so we have the possibility to reach out to affected customers.
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.
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 firstname.lastname@example.org.