NPS Score and Issues

You will now see a new NPS section on your monthly dashboard pdf.  NPS (Net Promoter Score) measures the loyalty of the customer base with a score from -100 to +100, which comes from customers answering “Would you recommend Fruugo to your friends or family? ” 0-10 options (very unlikely - very likely).  If score 0-6 we ask them to comment on their experience of shopping with Fruugo.  This customer feedback is requested 30 days after the order was updated as shipped.  If a significant number of customer feedback requests are received (over 30 in one month), your NPS score will be displayed on your dashboard along with a breakdown of the NPS issues by type.   A good NPS score is over 0, but anything over 50 is excellent.  A negative NPS score (below 0) indicates you need to make improvements. The NPS score impacts the marketing of your products on Fruugo.  Therefore, it is vital you take action to improve your NPS if negative, to prevent action being taken on the account.  Accounts with persistently poor NPS may be suspended.

Please see an example of a negative NPS score with significant responses on the dashboard along with some information on how to prevent and resolve the major NPS issues.

Open

Customs - Customer feedback regarding receiving unexpected customs charges.

Ensure all orders are shipped DDP where possible, (when VAT or marketplace tax has not been applied) to ensure the customer does not receive a customs charge.  You can claim back the VAT element of DDP from Fruugo, for shipments to the EU (over €150) and UK (over £135) by completing this DDP form (CN sellers will need a VPN to complete this form).  

Fruugo is required to collect Marketplace Tax to certain countries, so please ensure when shipping to these countries, that consignments are fast-tracked through customs with the correct documentation, and you have indicated VAT has been pre-paid with Fruugo’s relevant Tax IDs for the following countries:

• United Kingdom VAT: GB413900429 (applicable for orders under £135 - not applicable to UK Sellers)

• European Union IOSS: IM3720001952 (applicable for orders under €150 - not applicable to EU Sellers)

• Norway VOEC: 2033097

• Australia ARN: 300015541142

• New Zealand IRD: 130776718

Refund - Customer feedback regarding refund of their payment

Ensure orders are refunded promptly following a customer complaint by marking an order returned in the Retailer Portal in all circumstances, such as;

• a non-receipt claim for a delayed order - when order has not been delivered within the estimated delivery timescale specified at the time of ordering

• when you receive a customer return / or undelivered parcel

• In cases where a return is not required e.g if the goods arrive faulty or not as described

It is is important to note;

• Do not refuse the customers right to a refund or send replacement without prior agreement.

• Do not negotiate discounts with customers to accept partial refunds if they refuse your first partial discount offer. 

• Any partial discounts need to be actioned by Fruugo by escalating the query.  Only full refunds can be actioned in the portal by marking the order as Returned.

Delivery - Customer feedback regarding the delivery of their order which could be related to delivery time, delivery costs, no tracking or poor tracking data.

•  Ensure all shoppers receive their orders within the promised delivery period with a tracked service. 

• The carrier service you use, matches the Shipping Manager method you have entered in the portal

• You are only using services that guarantee a delivery time of no more than 14 business days

• Use a tracked service (Tracked services will be required starting in 2023) 

• The correct tracking ID of the actual carrier is supplied and that matched the carrier you have entered in the portal

• We recommend that you keep dispatch times under 24 hours but do not exceed 2 business days.  

Comms - Customer feedback regarding the communication of their enquiries

•  Ensure you respond to customer queries as quickly as possible, no longer than 48 hours.  Maintain a professional and polite tone when dealing with customers and ensure you are complying with our house rules and following our policies.

• Use our CS Response Help Centre questions for assistance on how to deal with customer queries (CN sellers only - will need a VPN to access this).  

Fraud - Customer complaints in relation to counterfeit goods, fake products, non-authentic goods and those not as described.

• Counterfeit goods are prohibited on Fruugo and will lead to negative customer feedback.

• If a customer receives something that is not as described, you may receive feedback of being scammed, ripped off, defrauded, especially if the complaint has not been handled satisfactorily and the customer has not received a full refund. 

• Please regularly review your product listings in full and remove any products or SKUs which do not comply with Fruugo Terms and Conditions. 

Defective - Customer feedback regarding the goods they have received being defect 

• Ensure products are sufficiently packaged to minimize damage during transit. 

• Offer the customer a prompt refund or replacement when their goods have arrived defected.

• Do not send a replacement without prior agreement with the customer.

• Only list good quality, authentic products.  Fruugo does not permit the sale of counterfeit goods.

Quality - Customer feedback regarding the quality of goods they have received.  

• Ensure you supply good quality product data with detailed product description and title along with multiple images so the customer is clear what they are purchasing.

• Only list good quality, authentic products.  Fruugo does not permit the sale of counterfeit goods.

• Remove from sale any goods that have received complaints regarding the quality of the items.

• Provide good customer service when goods have been received that are not as described.