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.
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: Fyndiq assisted customer service until further notice + 24 SEK (excl. VAT) per errand
CSS of <70%
14 days: Notification of low CSS score
Month 1: Warning + fee
Month 2: Fyndiq assisted customer service until further notice + 24 SEK (excl. VAT) per errand
CSS of <60%
14 days: Notification of low CSS score
Month 1: Fyndiq assisted customer service until further notice + 24 SEK (excl. VAT) per 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 seller@fyndiq.com.