| Checkpoint | Agent Action |
|---|---|
| 1️⃣ Contact Time Check | Was the complaint raised within 1 hour of delivery? If NO, do not proceed. |
| 2️⃣ Product Type Check | Was the product raw & unmarinated? Marinated items are not eligible unless explicitly approved. |
| 3️⃣ Abuse History Check | Check if the customer is a Return/Refund Abuser: • Review CRM for previous replacement/refund history • Check if multiple complaints logged in short span • Validate store credit balance and usage |
| 4️⃣ Image (if applicable) | For visible issues like: • Texture problems • Color issues • Feels like old stock DO NOT ask for image if the issue is only about smell. |
| 5️⃣ Genuineness Assessment | If customer is genuine based on above, proceed with the resolution flow. If not genuine, close politely with the below message ? |
If Complaint is NOT Genuine – Use This Communication
We totally understand your concern. All our products are freshly cut only after the order is placed and undergo a double quality check before dispatch. We’ve re-verified this batch with our store manager and the quality team and found no deviation. At this point, we won’t be able to proceed further with a refund or replacement. We appreciate your understanding.
If Complaint is Genuine – Proceed with the Resolution Flow