Dear Valued Partner,

In our effort to be more customer centric and to be able to achieve 100% Customer Satisfaction, we
have introduced new Customer Service SOPs. We request your co-operation in implementing them.
Following are the complaints that we receive and how we work towards ensuring that the
customer’s concern is resolved and the customer is happy with the resolution given. We follow step
by step and go to the next step only when the customer is not okay with the resolution given.

We would also request you to keep Cadbury’s Celebrations box, 16 pieces Ferrero Rocher and 24
pieces Ferrero Rocher in stock as these will be used for complimentary deliveries.

1) Non-delivery complaint

Step 1- Apologise
Step 2 - Check the status of the product and check with customer if s/he still wants delivery
Step 3 - Offer delivery along with a complimentary delivery
Step 4 - Offer GC
Step 5 - Offer Refund

2) Early/late delivery complaint

Step 1- Apologize
Step 2 - Offer complimentary delivery
Step 3 - Offer GC
Step 4 - Offer Refund

3) Partial delivery complaint

Step 1 - Apologize
Step 2 - Offer delivery of the undelivered product along with complimentary delivery
Step 3 - Offer GC
Step 4 - Offer Refund

4) Wrong product delivered complaint

Step 1 - Apologize
Step 2 - Offer delivery of the correct product along with a complimentary delivery
Step 3 - Offer GC
Step 4 - Offer Refund

5) Quality complaint

Step 1 - Apologize
Step 2 - Offer redelivery along with a complimentary delivery
Step 3 - Offer GC
Step 4 - Offer Refund

6) No cake message/no message card/blank message card/handwritten message card/

wrong message on the cake/card

Step 1 - Apologize
Step 2 - Offer complimentary delivery
Step 3 - Offer redelivery with complimentary delivery
Step 4 - Offer GC
Step 5 - Offer Refund

7) Cake without knife and candles

Step 1 - Apologize
Step 2 - Offer complimentary delivery
Step 4 - Offer GC
Step 5 - Offer Refund

8) Behaviour complaint of partner/delivery boy

Step 1 - Apologize
Step 2 - Offer complimentary delivery
Step 4 - Offer GC
Step 5 - Offer Refund

The complimentary values are defined below.

Either 1 of these ( depending on what customer wants )

Web Price Complimentary
0-500 Celebration box 119gms
501-1000 Celebration box 119gms
1001-2500 16 pcs Ferrero Rocher
2501-5000 16 pcs Ferrero Rocher
5001 and above 24 pcs Ferrero Rocher