CDON offers a 30 day regret period calculated from the final day of the delivery window.
In cases of Regrets, the customer covers the costs for returns within Sweden.The exception to this concerns bulky products which is the case for packages 20 kg or heavier. In these cases, you must schedule a pickup from the customer's address.
Regret Flowchart
Statuses to use for Regret Errands
| Errand approved | The customer is refunded the full price for the article in question. |
| Case approved, the item will be discarded | The customer is refunded the full price for the article in question, but they are not debited for the return slip. This status is used if you approve a Regret without asking for the article returned. |
| Approved with deduction | The customer will receive a partial refund. |
| Errand rejected | The customer's errand is rejected. This status is used if the regret is invalid, such as when the customer actively caused damages or if the customer's claim is invalid. |
| 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 address. 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 reports a Regret
When a customer reports a Regret, we ask for them to provide a Regret reason:
- Changed my mind
- Not as expected
- Wrong purchase
When the customer creates their errand, it is placed on hold for 19 days so that the customer can benefit from a healthy margin to both return the item and for it to arrive. The errand will also re-open if the customer sends you an email during these 19 days. After the 19 days the errand opens, CDON will also remind you, and this will require a response within 72 hours according to the response times set up for active errands.
Approving a Regret
When the times comes to refund the customer for their Regret, there are two Statuses to choose between in Reclaimit.
It is imperative you pick the correct Status, so that we can charge the customer for the return slip.
Declining a Regret
In order to decline a customer regret 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. If the customer approves the cost for having the item returned back to them, change the errand status to Escalated so that Fyndiq can create a new return slip to the customer.
Items excluced from the Right of Regret
Items that, for health or hygiene reasons, are not suitable for returning must be sealed. If a customer regrets such a purchase, and the seal is intact, Right of Regret remains valid. If the seal is broken, you can reject the customer request.
This applies to, among other things:
- Underwear
- Piercings and wigs
- In-ear headphones