Get started with Reclaimit

When you have received your log in credentials to Reclaimit it could be good to log in and get familiar with the system. At the start page you get an overview of all issues and can view statistics of the previous period. At the top of the page there is a search field for quick search where you can search for the issue ID.

To be able to offer our customers the best service when they send us order errands we have introduced a threshold that the customer needs a reply within 24 hours for newly created errands and 72 hours for ongoing errands. Please observe that you as a merchant needs to handle all open errands within this time interval to avoid the customer to be refunded automatically. If you have not responded to the customer within 24 hours (72 hours for ongoing errands) Fyndiq will take a decision of how to proceed with the errand.

For more expensive products with an order value of more than 800 SEK Fyndiq will provide you as a merchant with one additional working day to handle the errand. The exception is made to avoid potential automatic refunds to the customer that can result in high costs. 

Enabled (Aktiva)

• Open cases (Öppna ärenden)
  • Tickets in this view are waiting for your action or reply
  • These cases must be replied to within 24 hours (new tickets) or 72 hours (open
    tickets) during week days

• Parked cases (Parkerade ärenden)
  • These cases do not have to be handled right now. This includes tickets waiting for a
    customer response, or waiting for a product to be returned

• Approved errands (Godkända ärenden)
  • The customer has received a new product or has been refunded for the purchase

• Rejected errands (Avslagna ärenden)
  • The customer has been declined a refund

Overview (Översikt)

• All ongoing errands (Alla aktiva)
  • This view summarizes the above four views

• Escalated errands (Eskalerade ärenden)
  • Tickets that you have transferred to Fyndiq, so that we can help you solve them. Once escalated, a ticket cannot be handled by you.

• Closed cases (Avslutade ärenden)
  • Tickets that have been approved/rejected for five days will be closed and can no
    longer be opened

Please be aware that your responses will be sent directly to the customer.

Messages (Meddelanden)
Here you will find all cases with a new response since you last viewed the case. 

Top List

Here you can use filters to show different issue types. For example, you can see the number of missing products or which articles have a higher complaint rate.

Overview errands

Here you will find statistics about volumes and handling times.