Complaints

The customer reports a broken item or the wrong item sent from their order page. You assess the fault and decide.

Where: Orders › Returns and the Complaint card on the order. The customer uses Reklamera en vara on their order page.

Complaints share the number series and the list with returns and withdrawals, see Returns.

#What the customer does

1. Opens the order through the link in an order email, or looks it up under /orders.
2. Presses Reklamera en vara in the Ångra eller reklamera card. The button is on every shipped order, in every storefront. No setting hides it.
3. Chooses items and quantities. An add-on or a service that belongs to an item goes with the item.
4. Chooses what is wrong: Faulty or damaged, Wrong item sent or Other.
5. Describes the fault, at most 2,000 characters.
6. Adds up to 3 photos if they want: JPEG, PNG or WebP, at most 5 MB each.
7. Says what they would prefer if they want: A new item, Repair, Money back or Price reduction.
8. Presses Skicka reklamation.

The form is the same as for withdrawals and returns. The choice Vad gäller det? (What is it about?) at the top steers the fields, and the customer can switch without losing the items chosen. The address follows the choice: /orders/[order]/complaint, /orders/[order]/return or /orders/[order]/withdraw.

The customer gets the case number on the page and in an email. The receipt says Skicka inte varan än. (Do not send the item yet.) Nothing is said about free shipping before you approve. An English-language storefront shows Report a fault and Do not send the item yet.

A complaint is always saved. If it comes more than 3 years after delivery, the customer sees so, and the card gets the OUTSIDE OUR WINDOW stamp. Reject… then opens with the reason filled in, in Swedish and English. You approve or reject it like any other complaint; there is no Accept late request.

#Assess the complaint

A new complaint gives the Complaints notification in the bell. With Email new orders on, BunStack also emails the storefront's contact address. The Complaint card has the TO REVIEW stamp and shows What is wrong, Description, Customer prefers and the customer's photos. Click a photo to see it full size.

While you assess it there is no refund date. The case still counts in returns to handle, and the To review filter on Orders › Returns shows it. The card has only Approve… and Reject…. The return label and Mark received come after the approval.

#Approve

Press Approve… and choose:

Note to the customer goes with the email, at most 500 characters. Email the customer the decision is ticked. Untick it if the customer already has the answer.

With a return label you can upload the PDF at once, at most 5 MB. The customer then gets one email with the decision and the return label. Otherwise you upload it later with Send return label.

After the approval the card has the APPROVED stamp. The refund date is 14 days from the approval. If the customer keeps the item and gets money back, Refund opens at once. A part refund opens on Partial with the amount. Return to stock is unticked for a complaint.

A service, such as gluing, has nothing to send back. A complaint about a service only is approved with Customer keeps it.

#Reject

Reject… needs a reason. BunStack emails the reason to the customer word for word. The email names the Swedish National Board for Consumer Disputes (ARN) when Sells to consumers is on.

Reject… is there only while you assess the complaint. Once it is approved, use Change type if the item turns out not to be faulty.

#Change type

The kind is a chip on the card, for example Complaint ▾. The chip opens Change type, the one place the kind changes. It works both ways:

What the customer sent stays: the description, the photos and the wish show on the card whatever its type. The change is in Timeline with who made it. Email the customer is ticked. From a complaint the email says the item was not found faulty and carries the ARN paragraph. A withdrawal keeps its refund date.

When the case leaves a withdrawal, or was one before, Email the customer cannot be unticked. Into a withdrawal or a return, Why (sent to the customer) goes with the email, at most 500 characters. It shows on the card as Why the type changed and in Timeline. One line under the box says what the email holds. Into a withdrawal the email repeats the last day of the withdrawal period. When the customer sends the item, the email gives the return address, also when you pay back the postage.

#Resolve the case

Mark resolved… closes an approved complaint without money, with a note the customer gets by email. The status becomes RESOLVED, Löst (Resolved) for the customer. The Resolved filter on Orders › Returns shows them. A resolved case never counts as refunded.

#Statuses

#What the customer sees

The Returer och reklamationer card (Returns and complaints) on the order page shows the case with the status in the customer's words:

An English-language storefront shows Under review, Approved – the return label is emailed and so on.

#Emails

The emails go in the same language as the order's other emails. The storefront gets an email about every new complaint with Email new orders on.

#Limits

• At most 3 photos per complaint, 5 MB each. HEIC is not accepted. An iPhone hands the photo over as a JPEG when it is chosen in the form.
• Only workspace members see the photos. They are erased with the customer's personal data, see GDPR.
• The customer cannot withdraw a complaint.
• It books no return label with any carrier.

#See also

• Returns
• Right of withdrawal and Ångra köp