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Complaint-handling

The below table sets out details of the main types of complaints made to Groupon’s merchant services department by or on behalf of merchants it promoted on the www.groupon.co.uk website between 12 July 2023 to 11 July 2024.

 

Complaint type

Number of complaints

Average processing time (hours)

% of complaints resolved with one response

Alleged missing payments

 55

59

 76%

Alleged incorrect/missing invoices

420

58

 91%

Payment deductions

39

245

 65%

Querying customer refunds

1

 N/A - complaint still be handled as of 11 July 2024

 N/A - complaint still be handled as of 11 July 2024

In addition, 88 payment disputes were handled by Groupon’s reconciliations team.  Of these disputes, 66 were resolved by Groupon agreeing to pay out.