Incidents

An incident is a form of complaint and it is created when a customer reports an order to be: 

1. not finalised,
   
2. problematic,
   
3. defective,
   
4. delayed, etc.
   

Information about open incidets is available on:

1. Seller Management Centre,
   
2.  your email inbox – if you have not turned off automatic notifications.
   

Incidents should be resolved quickly because each customer complaint blocks payment for a given order. Payment will be issues after the incident is resolved.

Sellers are obliged to respond to an incident within 24h (applies to business days), and they have 7 business days to resolve the problem.

How to resolve an incident?

1. Log in to Seller Management Centre.
   
2. In the "Stay updated" section you will find information on new incidents. Clicking on the incidents will take you directly to the Seller Dashboard, where you will be able to take next steps.
   
3. Then, next to the open incident, check the reason behind it.
   
4. There are two methods of resolving an incident:
   

• The automatic method – if you refund a customer through EmpikPlace, the incident will be closed automatically, and you do not have to inform our team about it. The incident will be automatically closed within 15 days.
• The manual method – if you resolve an incident in a different way other than a refund through EmpikPlace. After you resolve the problem with a customer, you need to close the incident by clicking "Mark as resolved." This step is necessary for unclocking the payment for an order. If a customer accepts your solution, you will receive the payment within 3 business days.

Incidents are taken into consideration when it comes to the customer service quality statistics on EmpikPlace. However, not all incidents have an influence on them.

Reasons which do affect customer service quality:

1. item not received or delivery took longer than expected,
   
2. defective item,
3. item not as ordered,
   
4. incomplete order,
   
5. customer finally received the order or items are missing,
   
6. customer received the replacement item,
   
7. the seller and the customer have found other resolution,
   
8. refund from the seller outside the Empik Marketplace system,
   
9. refund from the seller from marketplace funds (Buyer Protection Program).
   

Reasons which do not affect customers service quality:

1. exchange product, 
   
2. the right to retract order,
   
3. invoice not received,
   
4. customer did not respond,
5. doubts about the product have been resolved,
   
6. incident was unjustified,
   
7. other.
   

• Related Articles

• Rules of Use

  Current Terms of Use are available here. Products excluded from sales Alcohol Slot machines Firearms, ammunition, airguns Sex toys Erotic products Tear gas, pepper spray Solid fuel boilers Prescription drugs Explosives and pyrotechnics Natural ...