How do I refund the customer? And how do I partially refund the customer? Below we will go through different issue types in Reclaimit that can be relevant for you to handle.
Refund the customer: To refund the full sum of the product, select the status Errand approved for the customer errand.
Refund with no product return: This status Errand approved, the item will be discarded works similar to the status above, but gives you and us statistics on how often customers are refunded without using a return slip.
Partially refund the customer: If the customer has actively accepted a partial refund, use the status Approved with deduction. The deduction concerns what you deduct from the refund, that is how much of the product price you keep.
Example: Product costs 100 SEK, deduction 20%. Customer receives 80 SEK, you keep 20 SEK.
New product/spare parts: Did the article break or are parts missing? The status Errand approved, new product approves the customer request but instead of a refund, you will send the requested part(s) to the customer.
Escalate to Fyndiq: If a ticket has taken a long time, if the customer is rude, or if they filed an issue for the wrong product, the status Escalated will send the ticket to Fyndiq for us to solve.
NB! How an escalated ticket is solved is up to Fyndiq, you cannot rescind an escalated ticket.
Customer does not respond: If a customer fails to use the provided return slip, or stops replying, or in other ways become unavailable, use the status Not submitted/changed. It will put the errand on hold for 5 days. If the customer has not replied by then, the errand will automatically with no refund.
Reject customer, Missing Shipment: In order to reject a missing shipment and choose Errand rejected, you must provide a valid tracking ID* when communicating with the customer. If you do not have a tracking ID, you can choose to send a new product with tracking to the customer.
Reject customer, Complaint and Regret: In order to reject a customer who has returned their product to you, you must provide photo evidence as well as offer a return to the customer. When doing this, make sure you inform the customer on the return cost for both trackable and non-trackable shipments. If the customer accepts the cost for getting the article back, please edit the errand status to Escalated so that Fyndiq can generate a shipping label.
*Please note Varubrev is not considered a valid tracking ID.