SOP: Handling Faulty Perishable Product Complaints (Cakes, Fresh Platters, Sweets, Flowers, etc.)

Objective

To ensure all complaints related to perishable gift products are handled professionally, fairly, and efficiently—balancing exceptional customer experience with operational and vendor accountability.

1. International Cake Return & Refund Policy (Perishable Items)

Cakes Cannot Be Returned

Due to their perishable nature, cakes cannot be returned once delivered on most international gifting platforms.

Refunds/Replacements Are Only Issued If:

·        Wrong item delivered (e.g., chocolate cake instead of red velvet)

·        Damaged during transit (smashed cake, melted icing, etc.)

·        Not delivered at all (failed or missed delivery without recipient fault)

·        Expired or stale product (must be reported immediately with photo proof)

Photo Evidence Is Mandatory

·        Report the issue within 2–4 hours of delivery

·        Submit clear photos of the damaged or incorrect cake

·        Some platforms may require images of the delivery label/box

No Refunds Will Be Issued For:

·        Taste preferences (“didn’t like the flavor”)

·        Minor design variations (normal in handmade items)

·        Wrong address or unavailable recipient

·        Claims made after 24 hours of delivery

Refund Method

·        Refunds to original payment method

·        Store credit (depending on platform)

·        Redelivery where feasible (may not be possible for international orders)

2. Complaint Intake

Accepted Channels

·        Website contact form

·        WhatsApp / Live Chat

·        Email

·        Social Media Inbox (Facebook / Instagram)

Timelines

·        Complaints must be submitted within 24 hours of delivery

·        For sensitive items (flowers, cakes, sweets), complaints after 24 hours may not be eligible for refund or replacement

3. Information Collection

Request from the customer:

·        Order ID

·        Delivery date and time

·        Detailed description of the issue

·        Clear, unedited photos including:

o   Wide shot of the full gift

o   Close-up of affected items

o   Packaging condition (especially if damaged)

·        Optional: Video footage

·        Time elapsed between delivery and consumption

Note: Photos are critical to verify product condition, especially where taste is subjective. Signs like mold, wilting, frosting melt, or discoloration support valid claims.

4. Complaint Evaluation

A. Media-Based Quality Check

·        Cakes: dryness, sour smell, melted or collapsed shape, hard frosting

·        Flowers: wilted or brown petals, broken stems

·        Sweets / Fresh platters: melted, discolored, spoiled, poor presentation

·        Packaging: wet, torn, missing branding, signs of temperature damage

B. Internal Checks

·        Verify delivery timestamp and delays

·        Check vendor preparation and packing logs

·        Review historical complaints linked to the vendor

·        Inspect storage and transit conditions

6. Resolution Timeframe

·        Priority cases (perishables): resolve within 6 hours

·        Maximum resolution window: 24 hours from complaint logging

7. Resolution Execution

Refund Process

·        Refund via original payment method after validation

·        Notify customer when refund is processed

Replacement Process

·        Coordinate redelivery with team

·        Confirm delivery with recipient

·        Ensure replacement quality meets standards