As a merchant at CDON your performance are evaluated based on the following parameters:
- Customer issues related to missing/delayed orders, complaints and regrets.
- How well you handled the customer’s issue (Customer Satisfaction Score)
- How the customer review your products
- Fulfilled and succeeded orders
To deliver the best possible customer experience, we closely monitor these parameters to make sure our customers are happy with their purchase at CDON and are likely to visit our site again. To make sure we meet the customers’ expectations we have developed thresholds for what should not be exceeded when it comes to these parameters.
Missing and Complaint Issue Fee
| 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 |
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%.
CSS (Customer Satisfaction Score) Fee
When you as a merchant handle your own customer service, it is important to be service minded and solve issues that you receive in a professional and polite way. The goal is that all merchants should have a Customer Satisfaction Score (CSS) of at least 85%. Everything below that limit is considered to be a too high percentage of dissatisfied customers. If we together can create more happy customers there is an increased chance that more customer will return to show at CDON, which in turn will increase your sales!
Here you can read about some tips and tricks to improve your customer satisfaction.
Here you can read more about how you handle your customer service issues in Reclaimit.
CDON may charge a penalty fee for each dissatisfied customer where you have ended up with a customer satisfaction of 70% or if you repeatedly end up below 80%. The penalty fee is SEK 160 ex VAT per dissatisfied customer.
Below you see the different thresholds that describe what happens if you end up below a specific limit. We make the assessment per calendar month and on your total Customer Satisfaction Score during the previous month.
CSS of <80%
Month 1: Warning
Month 2: Warning
Month 3 and onwards: Warning + fee
CSS of <70%
Month 1: Warning
Month 2: Warning + fee
Month 3 and onwards: CDONs assisted customer service until further notice + 24 SEK (excl. VAT) per handled errand
CSS of <60%
14 days: Notification of low CSS score
Month 1: Warning + fee
Month 2 and onwards: CDONs assisted customer service until further notice + 24 SEK (excl. VAT) per handled errand
In exceptional situations, such as displaying an unprofessional attitude toward our customers or in other ways jeopardising the CDONs brand, we may opt to remove your ability to manage customer service tickets without warning.
If you have questions regarding the training material or how to increase your customer satisfaction, contact Merchant Support at seller@cdon.com.
Escalated Complaint Errands
When a Complaint Errand is escalated to CDONs Customer Support, and we are still unable to establish contact after email reminders and phone call, the item will be returned to CDON's Customer Service Team and be stored for 30 days before being forwarded to charity. CDON will issue a return fee for each complaint errand where the article needs to be returned and stored by CDON.
This applies to articles sold for over 1500 SEK inc VAT, and they will be returned to you upon request.
You can read more about what happens when your Customer Support errands are escalated to CDON here.