When you as a merchant handles your own Customer Service, it is important to be service minded and to solve the customer errands in a professional and friendly manner. Our mutual goal is to achieve a Customer Satisfaction Score of 85% or more.
The customers are presented with the opportunity to leave a review after a completed Customer Service errand. Customer Satisfaction is measured by calendar months, and you need 10 or more active responses for us to be able to measure the quality of your handling.
What happens if my Satisfaction is poor?
Satisfaction below 80 %
Month 1: Warning
Month 2: Warning + Fee
Month 3 and forward: CDON assisted customer service going forward + 24 SEK (excl. VAT) per errand
Satisfaction below 70 %
14 days: Information about low Customer Satisfaction
Month 1: Warning + Fee
Month 2 and forward: CDON assisted customer service going forward + 24 SEK (excl. VAT) per errand
Satisfaction below 60 %
14 days: Information about low Customer Satisfaction
Month 1 and forward: CDON assisted customer service going forward + 24 SEK (excl. VAT) per errand
If you display an unprofessional attitude toward our customers or in any other way jeopardises the CDON brand, we may opt to remove your ability to handle Customer Service errands.
Fees from Low Satisfaction
According to the above matrix we may charge you a fee when your Customer Satisfaction is too low. The fee is 160 SEK excl. VAT for every customer who actively reports a bad customer experience.
What does CDON assisted Customer Service mean?
- All Customer Service errands are handled by CDON's Customer Service team in cooperation with you
- You are debited 24 SEK per errand (excl. VAT), which is equivalent to CDON's Customer Service costs
- You will not receive other fees related to Customer Service during this time
- You have the ability to implement a Low cost rule, below which orders are automatically refunded. This could be useful if you wish to avoid our handling costs
- As a merchant, you can set your own limits, and you are able to set different limits for different markets (SE, FI, DK, NO)
- If you do not select a limit all errands, regardless of cost, will be handled by CDON's Customer Service team and therefore not be automatically refunded
Please observe that even if you are not communication directly with the customer and therefore not working in Reclaimit, you must be active in responding to CDON emails regarding errands. CDON will communicate with you to find the best solution in errands. If we do not receive a reply within 24 hours (Mon-Fri) we may refund the customer on your behalf.