Product Complaint - Eggs / Chilled / Ambient / Canned / Frozen

 Purpose: Resolve customer dissatisfaction quickly and professionally.

 Steps:

• Acknowledge the complaint (within SLA)

• Empathize and apologize professionally

• Identify the issue

• Required information:

• Customer name

• Customer Address

• Contact Number

• Alternative contact Number

• Product picture with the FF Label

• Batch Number

• Purchased Location

• Purchase receipt if available

• Description about the complain(summary by the CS)

• Tag the complaint correctly in the system

• Investigate internally:

  • Store team / Operations / QA / Delivery

• Keep the customer updated during investigation

• Provide resolution or ETA

• Follow up and confirm customer satisfaction

• Close the ticket with clear notes

 TAT (Turnaround Time):

• 24–72 hours

•  Escalation:

• No resolution after 72 hrs → escalate to Team Lead / Manager