Enhancing Customer Experience Through Commercial Gestures on Fnac Marketplace
Fnac Marketplace now offers sellers the ability to generate commercial gestures to address customer issues such as shipping costs, damaged parcels, delays, and more. Sellers can add gestures up to 10% of the order amount, and customers will be informed via email and gift certificates in their accounts. Failure to meet obligations may result in Fnac generating gestures or refunds, with sellers having the option to challenge decisions. This feature aims to improve customer satisfaction and resolution processes on the platform.
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Presentation Transcript
SELLER TUTORIAL GENERATE A COMMERCIAL GESTURE
THE COMMERCIAL GESTURE FUNCTION 2 Fnac Marketplace now allows you to generate commercial gestures to make up for an unfortunate customer experience. To do this, it will be possible from the order details to add a commercial gesture of up to 10% of the order amount. It will be possible to make a commercial gesture for the following reasons: Shipping costs Damaged parcel Customs fees Non-conforming product Delay Missing accessories Delays in processing a dispute To be able to use this feature your store must meet the following rules: Have a positive balance Have reached 50 orders
HOW IS MY CLIENT INFORMED? 3 Once you have made your gesture, the customer will receive an email indicating the amount and the way to use the commercial gesture. They will also find their gift certificate in their customer account in Mon compte > Mes commandes > Ch que Cadeau
WHAT DOES IT CHANGE? 4 If the seller does not meet these obligations or does not respond to the customer's request, Fnac reserves the right to generate a commercial gesture or a refund. If the seller does not agree with a commercial gesture or a refund, he will have the possibility to challenge the decision of Fnac Marketplace. Challenges will be analysed by the Fnac teams and a decision will be taken as soon as possible. Challenges can be made directly from an order once a commercial gesture or a complaint has been generated by the Fnac Marketplace teams. Brick allowing the seller to contest the refund or the commercial gesture
