Questions and Answers
What actions are required if a different variant is delivered?
Which reason results in an exception to refunding and requires an appeasement process?
What is the maximum appeasement percentage for damaged or crushed products?
In case of wrong item delivery, what is required for processing a refund?
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What must be validated when there is a report of infested items?
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Which of the following issues requires a case-by-case consideration for resolution?
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If a product is marked as 'Near Expiry', how should it be handled?
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What verification is necessary for a refund when a complete SKU is missing?
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What must be received from the customer when reporting spillage or tampering?
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Which reason does not warrant any monetary refund or action?
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Study Notes
Return Process Overview
- Products categorized under different headings: Breakfast, Snacks, Meal Time, Desserts, etc.
- Each category outlines specific handling strategies for various product issues.
Product Conditions and Actions
- Stale / Rotten: No refund or appeasement available; requires clear image and customer's exact verbal feedback for potential exceptional refund.
- Expired Products: No refund; verification based on expiry date mentioned on cafe items.
- Crushed/Damaged Products: Refunds issued as newly identified escalations arise. A clear image and proof of delivery (POD) check required; appeasement can be up to 10% of order value.
- Different Variant Delivered: Refund is mandatory; image verification and store validation required.
- Torn/Tampered Packaging: Handled as crushed or damaged. Similar process involving image and POD validations, with potential left for up to 10% order value as appeasement.
- Delivered but Not Received: Refunds required; strictly adheres to SOP with DNR (Did Not Receive) process for validation.
Taste and Quality Issues
- Bad Taste: Addressed through feedback resolution; cases evaluated for possible appeasement up to 10%.
- Complete/Partial SKU Missing: Refund process following item scan and store validation are essential.
- Complete Wrong Item Delivered: Clear images and validation needed; refunds confirmed after checks.
Structural and Purity Concerns
- Infested Products: Claims validated by image capture; refund issued based on infestation confirmation.
- Unwanted Solicitation: Refunds issued with an exact verbal account of the customer's experience.
Delays and Breaches
- Breach/Delayed Delivery: Decisions made on a case-by-case basis.
- Miscellaneous Charges/Not as Expected: Feedback resolves issues; no refund processing.
Other Issues and Feedback Resolution
- Various problems (melted, near expiry, not as described, not cold, etc.) managed under feedback resolution policies.
- Refunds not typically issued for subjective complaints like "not value for money" or "change of mind."
General Guidelines
- Emphasis on visual verification (clear images) and strong verification processes (POD, item scans, store validation) across various issues.
- Appeasement options are selectively available, emphasizing customer feedback but not guaranteed.
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Description
Test your understanding of food quality indicators such as freshness, expiration, and appearance. This quiz covers various categories of food items like breakfast, snacks, and baked treats. Ensure you are aware of the best practices for maintaining food quality.
