At Fyndiq we always want to contribute with a fast and professional customer service. Therefore, there are cases when the customer is refunded automatically. Below we have listed cases where an automatic refund is made:
You do not respond to the a new errand within 24 hours (during working days)
When you receive a new errand you will have a limit of 24 hours to respond to the customer. If no response is given within this period of time an automatic refund will be made. You only need to respond to the customer. A solution to the errand will be required within 72 hours. We therefore recommend that you log into Reclaimit on a daily basis in order to be frequently updated and ready to handle new errands.
You do not respond to an ongoing errand within 72 hours (during working days)
An ongoing errand that is already created and responded to needs to be followed up within 72 hours before the customers will get an automatic refund.
Your account is paused from Reclaimit
If your account is paused from handling your own customer service in Reclaimit your errands will be solved and refunded automatically. To make sure more expensive products are excluded from this flow we have a limit of 1000 kr. Errands where the product price is 1001 kr and above you will get the possibility to solve parts of the errand together with Fyndiq’s customer service according to the routines.
You did not fulfill the order
Please be aware that order fulfillment is mandatory. This means that every order you receive needs to be marked as fulfilled (or cancelled) when it has been sent, to make the order get processed in our system. This is either done through your integration partner, API or manually in the Merchant Center.
If an order is sent but not fulfilled it will be automatically refunded to the customer after 5 calendar days. It's very important that you fulfill or cancel the order as soon as possible. We measure the response time from the merchants to make sure all your orders are being handled in a timely manner.
Some customer service issues are more common than others (see the list below) and therefore we have chosen that you as a merchant can handle these issues by yourself.
If you exceed the applicable thresholds in the MPR (Merchant Performance Report), Fyndiq has the right to refund customers the value of the product(s) they have purchased to the extent that they are affected by the issues that caused the thresholds in the MPR to be exceeded to an appreciable extent. Please refer to the relevant Fyndiq’s Guidelines for information about the applicable thresholds, as provided for under “Information about thresholds”, which you can find here.
In extreme cases Fyndiq may also undertake other measures, for example bulk solve customer service issues for the benefit of the customer, including blocking your merchant account and pausing planned payments for up to 2 weeks in the event that you violate the Agreement and/or if you exceed the applicable thresholds in the MPR.
For more informations about fees related to MPR, please read more here.
Right of withdrawal
The right of withdrawal is a legal right for consumers. In the event the consumer exercises the right of withdrawal, Fyndiq may refund the entire price of the product and charge you for it. This also applies if the original packaging of the product is missing or destroyed. The right of withdrawal does however not apply if the original packaging of the product is sealed due reasons of health and hygiene in accordance with laws and practices.
In the event the value of the product declines because the consumer has used it to an extent greater than necessary in order to check its characteristics or functions, Fyndiq shall consult with You regarding a suitable price deduction, to the extent permitted according to applicable consumer protection laws.