Reclaimit offers two options for not approving a customer issue; Cancelled (SE: Ej inskickad/ändrade) and Declined (SE: Ärendet avslaget). How are these different?
Cancelled is used when you are unable to complete the issue. This could be due to several reasons, such as the customer not responding or the customer not using the provided return slip.
Declined is used when you are actively declining the issue. This could for example be used when a missing package is proved to have arrived with valid tracking, when a reported complaint is able to be fixed, or when a customer regret is faulty through breaking a hygienic seal.
Please ensure you use the correct decision, since they generate automated texts to the customer that can be confusing or directly misleading if incorrect which in turn decreases your customer satisfaction.
Burden of proof within Complaints
According to the Swedish Consumer Sales Act, for the first six months after a purchase, the burden of proof rests on the seller. This means that, unless you can definitely prove that the customer caused the reported issue, the complaint must be approved. You reserve the right to repair or replace the product, or choose to refund the customer in full.
Beginning 1 May 2022, the Swedish Consumer Sales Act will be updated. Among other changes, the burden of proof is extended to two years (24 months) from the date of delivery. In cases where the cause of the issue is uncertain, the complaint must always be approved. This is not just a Fyndiq guideline, this is Swedish law.
At Fyndiq, we maintain a positive and solutions focused tonality when speaking to our customers, and we want to encourage you to do the same.
To help you achieve this, here are some guidelines and ideas on how to improve customer satisfaction through tonality and speech:
- Mirror the customer - Speak like they speak
- Focus on the solution, not the issue
- Try to solve the issue in as few contacts as possible
If the customer stops responding, send at most one reminder before setting the ticket to Cancelled
- If you write the same message often, consider writing templates to save time and ensure you include all the information relevant to the customer
- Reclaimit offers the ability to upload templates, if you message the customer through their platform
Here’s an example of a message where we focus on the negatives:
Oh I’m really sorry your product was broken. We sell so many items and sometimes that happens and that sucks. We can send a new product out, it will maybe arrive next week.
That same message can be written to focus on the solution instead:
That’s definitely not supposed to happen, but we are fixing this right away. First of all, I’m immediately sending you a new product, and it is scheduled to arrive within 3 days.
These small changes turn the customer focus away from the problem, and will have a positive impact on customer satisfaction.