Defective Products/Log

Defective Products/Log

Purpose/Goal

The purpose of this SOP is to provide a structured process for addressing customer complaints regarding defective products, including issues like unsealed packaging, foreign objects, and product quality. Our goal is to swiftly and effectively resolve these complaints, ensuring customer satisfaction and upholding our product quality standards while also tracking and documenting cases for internal investigations.

Resources Needed

Defective Log

Groove 

Gorgias

Refund Sheet

Comp Sheet 

Knowledge Base

Attach Loom Video of SOP Being Done

Step 1 - Identify Defective Ticket & Send Defective Template 

Step 2 - Track in the Defective Log 

Step 3 - Track Refund/Replacement 

Step 4 - Respond to Customer/Close Ticket

Step 5 - Flag to CS Team Lead

1. You've identified this as a potential defective ticket based on various customer complaints, including unsealed items, rancid taste, reports of foreign materials like cardboard or black specks, and product clumping. If something about the product doesn't meet our usual quality standards, except when it's a matter of personal taste or ingredient preference, it's seen as a potential defect in this situation.

2. Send defective template as a response.

   1. Before sending a response, please ensure that all necessary fields, such as complaint, product name, customer name, etc., are edited.  

BEFORE YOU START: The following steps will only be followed once the customer responds to the defective email. 

1. Once the customer responds, open the Defective Log, which you can find here. 

2. In the sheet, fill out columns A-F & I-Q where applicable. 

BEFORE YOU START: Please review the customer's response to see if they requested a refund or replacement.

1. If the customer requests a replacement, please follow the Adding Replacement Orders to the Comp Sheet SOP.

2. If the customer requested a refund, please follow the Tracking a Refund SOP.

BEFORE YOU START: We will only respond after the defective product is tracked in the log and after we process the refund/replacement. 

1. If the customer requests a replacement, please respond with the Replacement Shipped Template. 

2. If the customer requested a refund, please respond with the Refund Request - Processed Template.

1. If this is a recurring complaint within a short span of time (within 1-2 weeks/days), please flag it to the CS Team Lead/CS Manager/Products & Logistics (please see the org chart if you are unsure who to contact) so an investigation can be processed. 

●  Be sure to review entries in the Defective Log carefully, confirming that all required information has been accurately recorded for reporting purposes.