In order to secure an efficient Customer Service with high customer satisfaction, which in turn will boost sales, we at Fyndiq have implemented the following guidelines for responses in Customer Service.
If these response times are missed, an errand may be escalated for manual handling by Fyndiq, or be automatically refunded in favour of the customer.
Expected Response times
- New errands are to be replied to within 24 hours
- Other active errands are to be replied to within 72 hours
- The timer is paused for weekends and holidays, according to the Swedish calendar
Exceptions to response times
Returns of issue type Regret, to stores located in Sweden
A regret errand is placed on hold for 19 days (calendar days) when a customer creates it, so that the customer can benefit from a healthy margin to both return the item and for it to arrive. If no updates are made during this time, the errand will reopen after 19 days. At that point, Fyndiq will also remind you, and this will require a response within 72 hours according to the response times set up for active errands.
If in Reclaimit you set the status The errand needs to be updated your errand is paused for 5 working days. After this an update is required within 72 hours.
What happens when the response time expires?
If your article was sold for less than 800 SEK inc VAT, the customer will be refunded on your behalf.
If you article was sold for 800 SEK inc VAT or more, the errand is escalated to Fyndiq. We will send you a reminder to try solving the errand without an automatic refund. For more expensive articles, we will also call you.
If we are still unable to establish contact after these attempts, we will refund articles sold for up to 1500 SEK inc VAT on your behalf. Articles sold for over 1500 SEK inc VAT will be returned to Fyndiq's Customer Service Team and be stored for 30 days before being forwarded to charity. These articles will be returned to you upon request.