An incident is opened in Mirakl when a customer reports a problem with their order. This article explains the threshold to meet, the reasons that feed your incident rate, and how to close an incident.
What standard do I have to meet on my Mirakl incident rate?
Your incident rate must not exceed 5% of your orders.
This rate measures how you handle the situation. If the situation is under control, you will not be contacted. If it is not, your shop is suspended.
Which reasons count towards my incident rate?
The incident reasons counted in your rate are the following:
- Item not received
- The product received does not match the product ordered
- Counterfeit item
- Delivery took longer than announced
- Faulty item
- Other reasons
ℹ️ Good to know
If you do not receive the photos sent by the customer in the Mirakl conversation, ask them to use the conversation from their customer account on the Alltricks website.
How do I close an incident in Mirakl?
When you refund the order, the incident is closed automatically.
When there is no refund, it is up to you to mark the incident as closed in Mirakl, selecting an appropriate reason. If the incident still persists, contact Alltricks support.
Learn more
- How do refunds work on an order?
- How do I communicate with my customers?
- What quality standards do I have to meet?
Need help?
Open a ticket from the Marketplace support form. One request = one ticket.
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