A complaint can concern a broken article, that the customer received something other than they ordered, a Transport Damage, and many others.
Complaint Errands Flowchart
Statuses to use for Complaint Errands
| Errand approved | The customer is refunded the full price for the article in question. |
| Approved with deduction | The customer will receive a partial refund. |
| Errand approved, new product | You send a new product to the customer, and no financial refund occurs. This status is also used when sending spare parts. |
| Errand rejected | The customer's errand is rejected. This status is used if the complaint is invalid, such as when the customer actively caused the damages or if the customer's claim is incorrect. |
| Not submitted/changed |
The customer stopped replying, and you were unable to solve the errand. This cancels the errand. |
| Managed by transport company |
Use this status after you have provided the customer with a return label. The errand will automatically reopen after 19 days if it has not been solved. You thereafter have 3 days to close the errand with one of the statuses above. |
| Escalated |
The errand is escalated to CDON. You are handing over the ownership of the errand to us. This is used if for example, you cannot agree with the customer, or if they have reported the wrong article and should be speaking to a different merchant. |
Customer files a Complaint
When a customer reports a Complaint, we ask for the following information from the customer at the point of errand creation:
- The customer must provide one of the following Complaint Reasons
- Broken Product
- Wrong product
- Bad Product Quality
- Missing Parts
- Product feels fake
- The customer must write an Issue Description
- The customer is able to submit Pictures and video
Please note that for bulky products, which is the case for packages 20 kg or heavier, you must schedule a pickup from the customer's address.
Declining a Complaint
In order to decline a customer complaint you must provide photographic evidence in your assessment, regardless of whether you have had the article returned to you or not.
If you have had the article returned to you, you must offer the customer a re-return. In conjunction with this you must also inform the customer about the cost for a return, both with and without tracking.
Burden of proof for Complaints
According to the Consumer Sales Act (Swe: Konsumentköplagen) the Burden of Proof is on the seller for the first two years after a purchase. This means that, unless you can definitely prove that the customer caused an issue, the Complaint must be approved. You as a merchant maintain the right to either repair or replace the item, or refund the customer in full.