Reclaimit is your all-in-one customer support tool for CDON orders. The purpose of Reclaimit is to help merchants handle cases quickly, politely, and correctly. By doing so, you can ensure happy customers, which leads to good reviews and more sales. See PDF with detailed training material below.
Key points for merchants using Reclaimit
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Responding to Cases: Merchants must respond to a new case within 24 hours and an ongoing case within 72 hours, or the case may be escalated to CDON, and the merchant might lose the refund decision.
Case types: There are 3 different type of customer errands/cases
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Missing: When a customer has not received their package after the delivery window, and therefor after the expected delivery. To reject a missing claim, you must have a fully traceable tracking number.
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Regret: When a customer changes their mind and wants to return an item. CDON offers a 14-day regret period.
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Complaint: When a product is damaged, faulty, or incorrect. Merchants must provide a return label, and for bulky products (20 kg or heavier), a pickup must be scheduled from the customer's address. To reject a complaint, you must provide photographic evidence, and unless you can prove customer fault, the complaint must be approved.
Reclaimit's new refund process
Starting September 17, all refunds will be processed directly in Reclaimit, depending on the status chosen for the case. The status you select will automatically trigger a refund on the customer's order, making it crucial to understand the effect of each status.
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Errand Approved: This status issues a full refund and is used for all case types.
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Approved with Deduction: This status issues a partial refund. Please note that you submit the sum you wish to keep in percentages. 25 % deduction = you keep 25% of the article price, customer is refunded 75 %. (See image below for clarification).
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Errand Approved, New Product: This status is used when you are shipping a replacement item or spare parts, and no refund is issued.
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Case Approved, Discarded: This status issues a full refund, and the customer keeps the product. This can be used for Regret or Complaint cases.
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Managed by Transport Company: This status pauses a case for up to 19 days while waiting for a return from the customer. Once the item is returned, a new status from the list must be chosen to close the errand and issue a refund.
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Errand Rejected: This status rejects the customer's claim, and it's important to explain why. No refund is registered.
- Not Submitted/Changed: This status auto-closes a case if the customer stops replying. No refund is registered.
How to avoid receiving customer issues?
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Ensure accurate descriptions: Use clear, detailed, and honest product descriptions and high-quality images to prevent complaints and regrets.
- Provide accurate delivery information: Give a reliable delivery time with a difference of no more than three days between the minimum and maximum days. Provide a fully traceable tracking number and carrier information for all orders.