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 2020 to 11 July 2021. 


Complaint type

Number of complaints

Average processing time (hours)

% of complaints resolved with one response

Alleged missing payments

 634

 224

 63.9%

Alleged incorrect/missing invoices

127

223

79.50%

Payment deductions

7

52

71.40%

Querying customer refunds

 682

 122

 80.5%

In addition, 69 payment disputes were handled by Groupon’s reconciliations team.  Of these disputes, 56 were resolved by Groupon agreeing to pay out.