Reclaimit is a platform where you, as CDON merchant, handle all your customer service. In order to secure an efficient customer service, with high customer satisfaction, it is important that you read the following information and guidelines. For any questions regarding handling your customer support errands, please do not hesitate to reach out to our Merchant Support Team at seller@cdon.com.
Login Credentials
If you do not have access to your login credentials, or if you wish to switch between Swedish and English for your Reclaimit interface, please reach out to Merchant Support at seller@cdon.com.
Handle your errands in Reclaimit
If you wish to change the language you are able to do so in the top right corner of Reclaimit. Due to current language limitations we recommend to use either Swedish or English in the Reclaimit system to get the best user experience. If you do not have the alternative to switch between Swedish and English in the top right corner and want to enable it, kindly contact our Merchant Support at seller@cdon.com.
New/Open Errands
When a customer needs to get in contact with you regarding their order, they will create an errand that will be visible to you as a merchant in your Reclaimit account.
When customer reports an errand it will register as one of the following issue types in Reclaimit:
When a new errand is created you will receive an email about it from CDON. The email will contain information about the errand type, errand-ID and order number(s).
Important note: Due to the current migration we will display 2 types of order numbers, one from our Quality-system and one from our Legacy-system. After our full migration we will move over to only use our Quality order number and appreciate your patience until then.
For manual order handling in CDON Connect you need to use our Legacy-order number to find the order in question.
Handle your Open Errands in Reclaimit
You will find your open errands that require your response in Reclaimit under “Start” -> “Open Errands”.
This section of Open Errands includes both new errands, as well as ongoing errands that require your response.
Please remember our required response times to uphold a good customer service. You have 24 hours for your first response, and 72 hours to respond to ongoing errands. You can read more on what happens when the respond time expires in the article "Escalations to CDON Customer Support and Refunds".
To open an errand you click on “Show Case” on the right hand side. This action will open up the individual case and show you information such as:
Receipt: This tab shows you an overview of the sales- and customer details for the errand.
Events: This tab registers all updates/events in the errand. If you have requested more information in an email, and when you change the status to close or pause the errand.
Notes: This tab allows you to write internal notes that the customers are not able to see. For example if a customer’s address is incorrect, if they have asked for you to call them, or any other information that is relevant to you and your colleagues. You can also attach documents in this view.
Messages: This tab allows you to communicate with the customer regarding the errand. Sending a message will email the customer and automatically pause the errand awaiting a reply from the customer. This is applicable when needing more information from the customer to solve the errand, for example requesting pictures for a Complaint or verifying the address for a Missing Shipment.
Quick texts
In order to handle tickets quickly and smoothly, you will have the opportunity to use quick texts. You are able to write your own quick texts suitable to your errands and use them for efficient errand handling.
Other inboxes in Reclaimit
Parked cases: Errands currently with the customer, or returns on their way to yo
Approved errands: Errands you have solved by approving them, for example, a customer who has been refunded or had a new item shipped to them
Rejected errands: Errands declined or cancelled, for example, a customer who was rejected or stopped replying
For more information regarding the different errands types, please go to the following articles:
Missing Errands
Regret Errands
Complaint Errands
For more information regarding the different type of statuses to use in Reclaimit, please go to the following article: