LL - Defective product procedure
Defective Product Procedure:
All product complaints including product defects and adverse events should be documented and archived for up to 6 years.
Defective product may be - Foul odor, off taste, disintegration time, color variation, tablet size or size variation, under-filled container, foreign material in a dietary supplement container, improper packaging,
mislabeling, or dietary supplements that are superpotent, subpotent, or contain the
wrong ingredient, or contain a drug or other contaminant (e.g., bacteria, pesticide,
mycotoxin, glass, lead).
==========================================================
Process:
#1 Apologize. Ask the customer to take a picture of the defect/product and email it to us. This for Quality Assurance purposes and in no way questioning the integrity of the customer. It simply helps us determine how serious the issue is, and if we need to address it with our manufacturer. In serious cases a recall of all product they've manufactured could be warranted for safety reasons.
- Ask the customer NOT to dispose of the product, please keep it until we contact them with further instructions.
#2 Arrange a free replacement of the product. Note the ticket, Assign to Fulfillment team, Post in the urgent fulfillment channel in slack. They will reship the replacement.
#3) Document the defect/complaint in the ZOHO complaint form.
#4) The Fulfillment team will determine if we need the defective product to be returned (and where it should be returned to ie; warehouse, headquarters, manufacturer etc) and if a reshipment is needed - accurately notating the actions/resolution on the associated HS ticket and communicating with the agent or mgr.
#6) The receiving agent (or the customer happiness fulfillment manager) can work directly with the customer via phone or email to discuss our resolution - notating the discussion on the ticket and saving any associated phone recordings on the ticket in cases of serious defects.
#7) If the customer had an illness or injury related to the defect, this should also be documented in the Zoho Complaint form and reported to Lori.