Thresholds for own customer service handling in Reclaimit
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.
The education material for Reclaimit can be found here.
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.
<80%
Month 1: Warning
Month 2: Warning + Penalty fee
Month 3: Penalty fee + Paused from customer service handling for 30 days
Month 4: The month you are paused
<70%
14 days: Notification of low CSS score
Month 1: Warning + Penalty fee
Month 2: Penalty fee + Paused from customer service handling for 30 days
Month 3: The month you are paused
<60%
14 days: Notification of low CSS score
Month 1: Penalty fee + Paused from customer service handling for 30 days
Month 2: The month you are paused.
Should you be paused from managing your own customer service in Reclaimit, your issues will be resolved and refunded automatically. We have set a product price limit of 800 SEK so that more expensive products will not be affected by this flow. In cases where the product price is 801 SEK and above, you will be given the possibility to handle parts of the issue together with Fyndiq's customer service, according to these routines.
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 seller@fyndiq.com.