| Missing rate - Penalty fee | Complaint rate - Penalty fee | |
| Threshold Missing rate or complaint rate above (monthly expected delivery): |
<4% | <4% |
| Minimum amount of issues (complaint or missing) before fees apply: |
3 missing issues (4 or more) | 3 complaint issues (4 or more) |
| Fee excl. VAT for each Issue above threshold: |
Jan-Nov: 200 SEK Each issue above threshold |
Jan-Nov: 200 SEK Each issue above threshold |
Fee is charged beginning of each month - based on previous month's expected deliveries.
NOTE!
Increased fee during December - Due to importance of customer experience during Christmas shopping and to make sure packages arriving before Christmas.
Further explanation of terms:
Expected delivery date is the max delivery time for orders. Ex. if an order is placed on a Monday (order date) and the max delivery time is 4 working days - the expected delivery date is Friday.
Missing issue - A Customer service ticket about missing delivery. The customer has not received the package within the stated delivery time.
Missing rate = Missing issues (customer service tickets tagged "missing") / Orderrows
Ex. a merchant has 100 Orderrows expected to be delivered in December, of these - 13 "Missing" tickets have been reported on these Orderrows. The missing rate is 13% for December.
The Merchant will then have to pay Missing issue fee of 1800 SEK (9*200 SEK) for 9 missing issues. Although the total number of Missing issues are 13, the fee will only be based on the issues received after the rate exceeds 4%.
Complaint issue - A Customer service ticket about a product complaint. Can be that they have received the wrong product, there is missing parts, the product feels fake or is of bad quality.
Complaint rate = Complaint issues (customer service tickets tagged "Complaint") / Orderrows
Ex. a merchant has 100 Orderrows expected to be delivered in December, of these - 6 "Complaint" tickets have been reported on these Orderrows. The Complaint rate is 6% for December.
The Merchant will then have to pay Complaint issue fee of 400 SEK (2*200 SEK) for 2 Complaint issues. Although the total number of Complaint issues are 6, the fee will only be based on the issues received after the rate exceeds 4%.