In order to secure an efficient Customer Service with high customer satisfaction, which in turn will boost sales, we at CDON have implemented the following guidelines for responses in Customer Service.
If these response times are missed, an errand may be escalated for manual handling by CDON, and/or be refunded in favour of the customer.
Why has my errand been escalated?
- New errands are to be replied to and handled (with correct set status in Reclaimit) within 24 hours
- Other active errands are to be replied to and handled (with correct set status in Reclaimit) within 72 hours
- The timer is paused for weekends and holidays, according to the Swedish calendar
If these thresholds aren’t fulfilled, the errand will be escalated to CDONs customer service team. Also, failure to set a status, or setting a status misaligned with the information you sent to the customer, causes the errand to be escalated to us. At this point, we may elect a different outcome in favour of the customer.
What happens when the errand is escalated?
If your article was sold for less than 800 SEK inc VAT, the customer will be refunded on your behalf.
If your article was sold for 800 SEK inc VAT or more, the errand is escalated to CDON. We will send you a reminder to try solving the errand without an automatic refund. For more expensive articles, we will also call you.
If we are still unable to establish contact after these attempts, we will refund articles sold for up to 1500 SEK inc VAT on your behalf. Articles sold for over 1500 SEK inc VAT will be returned to CDON's Customer Service Team and be stored for 30 days before being forwarded to charity. These articles will be returned to you upon request.
Exceptions to 24h/72h response times
To allow for a healthy margin so the customer can return the product in either Regret or Complaint errands, and for you as a merchant to receive it we have added the status called “Handled by transport company” which only can be used for issue type Regret and Complaint.
When you receive a regret/complaint errand from a customer and the decision is to have the product returned to you, you will:
- Regret errands: Provide the customer with the correct return address
- Complaint errands: Provide the customer with a return label
After communicating this information to the customer you set the status “Handled by transport company” that will pause the errand for 19 days.
If no updates are made during this time, the errand will reopen after 19 days. At that point, CDON will also remind you, and this will require a response within 72 hours according to the response times set up for active errands.