When a customer contacts CDON about a missing shipment, complaint, or right-of-withdrawal return, the errand is routed to you as the merchant through Reclaimit. You are responsible for handling these errands within the required SLA. If you do not respond in time, the errand escalates to CDON Support, and we will take over.
This article explains the full escalation process, the response deadlines you must meet, and what happens at each stage when CDON assumes control.
Your Responsibility as a Merchant
As a CDON merchant, you are the first line of contact for all customer errands related to your orders. This includes:
- Missing shipments — the customer reports they have not received their order.
- Complaints (Reklamation) — the customer has received a defective or incorrect product.
- Right of withdrawal (Ångerrätt) — the customer wants to return a product within the 14-day withdrawal period.
All of these errands appear in your Reclaimit dashboard. You must review each errand, communicate with the customer if needed, and set the correct status to resolve the case — including issuing a refund when necessary.
Response Time SLA
You must meet the following response time requirements for all customer errands:
| Type | Deadline | Description |
|---|---|---|
| First response | 24 hours | You must acknowledge the errand and provide an initial response to the customer within 24 hours of receiving it. |
| Ongoing communication | 72 hours | Any follow-up messages or actions must be completed within 72 hours. The customer should never be left waiting longer than this between updates. |
Important: These SLAs are strictly monitored. Errands that are not responded to within the required timeframes will automatically escalate to CDON Support.
How to Handle Errands Correctly
To avoid escalation and ensure the best outcome for both you and the customer:
Check Reclaimit regularly
Monitor your Reclaimit dashboard daily. New errands appear as soon as a customer raises an issue.
Respond within 24 hours
Acknowledge the errand promptly. Even if you need more time to investigate, let the customer know you are looking into it.
Investigate and decide
Review the order details, tracking information, and any evidence provided by the customer (photos, descriptions). Determine whether the claim is valid.
Set the correct status
Select the appropriate Reclaimit status to resolve the errand. This triggers the correct refund action (full refund, partial refund, replacement, or rejection). See the Reclaimit status table below.
Close the errand
Once the status is set and the customer is informed, the errand is resolved. Ensure the outcome is fair and in line with consumer protection law.
Reclaimit Status Reference
| Status | Outcome | When to Use |
|---|---|---|
| Errand Approved | Full refund to customer | Valid return, valid complaint, missing shipment confirmed |
| Approved with Deduction | Partial refund | Returned product has decreased value (used beyond inspection) |
| Errand Approved – New Product | Replacement sent, no refund | You are sending a replacement product instead |
| Errand Rejected | No refund | Claim is not valid (e.g., customer damage, outside complaint period) |
Caution: Selecting the wrong status cannot be undone. Make sure you choose correctly before confirming.
What Happens When an Errand Escalates
If you do not respond to a customer errand within the SLA, or if the errand remains unresolved, it escalates to CDON Support. At this point, CDON takes over the handling of the errand on your behalf.
The escalation process depends on the order value:
Orders under 800 SEK
Automatic resolution
For lower-value orders, CDON may resolve the errand directly by issuing a full refund to the customer on your behalf. This is done to ensure a swift resolution and protect the customer experience.
- CDON will issue the refund without necessarily contacting you first.
- The refund amount will be deducted from your payouts or invoiced to you.
- You will be notified of the resolution.
Orders between 800 and 1,500 SEK
Contact attempt before resolution
For mid-value orders, CDON Support will attempt to reach you before taking action. You will receive an email from our support department requesting your input on how to resolve the errand.
- You will be given a reasonable timeframe to respond to the email.
- If you respond in time, you can still resolve the errand yourself.
- If you do not respond, CDON will proceed to issue a refund to the customer on your behalf.
- The refund amount will be deducted from your payouts or invoiced to you.
Orders over 1,500 SEK
Product intake to CDON warehouse
For higher-value orders, CDON may arrange for the returned product to be received at our warehouse. This gives you time to claim the product back while ensuring the customer is taken care of.
- CDON Support will send you an email with details about the product and how to arrange collection.
- You must respond to this email with instructions on how to claim the product back (e.g., provide a return shipping label or arrange pickup).
- If you do not respond, the product may be handled according to CDON’s standard procedures for retained goods (stored for 30 days, after which CDON may sell the product to cover outstanding costs).
- A refund will be issued to the customer regardless. The cost is deducted from your payouts.
- In situations whereby the product has been returned to our return partners warehouse, the return cost will be deducted from your payouts or invoiced to you.
Escalation Summary
| Order Value | CDON’s Action | Your Opportunity |
|---|---|---|
| Under 800 SEK | Refund issued directly to customer | Limited — resolve errands before escalation |
| 800 – 1,500 SEK | CDON contacts you first via email | Respond to email to retain control of the errand |
| Over 1,500 SEK | Product may be taken into CDON warehouse | Respond to email with collection instructions |
Financial Impact of Escalation
When CDON takes over an escalated errand, the financial consequences for you as a merchant include:
- Refund cost: The full or partial refund amount issued to the customer is deducted from your payouts or invoiced to you.
- Service fee: CDON may charge a reasonable service fee for handling the errand on your behalf.
- Return shipping costs: If a product is taken into CDON’s warehouse, handling and return fees may apply.
- Performance impact: Escalated errands negatively affect your merchant performance score, which can lead to additional fees, trial periods, or suspension.
Remember: The most cost-effective approach is always to handle errands yourself within the SLA. Escalation costs you more in fees, performance impact, and lost control over the outcome.
CDON’s Right to Act in the Customer’s Interest
In certain circumstances, CDON reserves the right to take whatever action it deems best for the customer, regardless of order value or escalation tier. This right exists to protect the customer experience on the CDON marketplace and applies to situations including but not limited to:
- Repeated failure to respond to customer errands.
- Patterns of poor customer service or delayed handling.
- Situations where the customer would otherwise suffer disproportionate harm.
This right is part of the Merchant Agreement and applies at CDON’s sole discretion.
Best Practices to Avoid Escalation
- ✓Check your Reclaimit dashboard at least once per day.
- ✓Respond to every new errand within 24 hours.
- ✓Never leave a customer waiting more than 72 hours between updates.
- ✓Set the correct Reclaimit status promptly to close errands with the right refund action.
- ✓If you need more time to investigate, communicate this to the customer — a quick acknowledgement prevents escalation.
- ✓Monitor your email for messages from CDON Support about escalated errands and respond immediately.
- ✓For high-value products at CDON’s warehouse, respond with collection instructions within the timeframe given.
- ✓Keep your contact information up to date in Merchant Center so CDON can reach you.
Frequently Asked Questions
What if I respond after the errand has already escalated?
If CDON has already issued a refund, the resolution stands. You cannot reverse a refund that has been processed. However, if CDON has only contacted you and is awaiting your response, you may still be able to take back control of the errand by responding promptly.
Can I dispute a refund issued by CDON on my behalf?
If you believe a refund was issued incorrectly (e.g., the customer’s claim was invalid), contact seller@cdon.com with the order number and your evidence. CDON will review the case, but note that refunds issued to protect the customer experience are generally final.
How do I know if an errand is about to escalate?
Monitor the age of errands in your Reclaimit dashboard. If an errand has been open for close to 24 hours without a first response, it is at risk of escalation. Prioritise the oldest unresolved errands first.
Does escalation affect my merchant score?
Yes. Escalated errands count negatively toward your merchant performance score. A high number of escalations can result in increased fees, a trial period, or in severe cases, suspension from the CDON marketplace.