Delivery Issues

Arrived Early:

• 1st Resolution: Provide information for storage until event or holiday.

• 2nd Resolution: Apology Call to Recipient

Late Arrival:

• 1st Resolution: Apology Call To Recipient

• 2nd Resolution: Refund the shipping for the item. If there are no shipping charges (free shipping coupon, Passport member), refund 20% of the price i=of the item. If the customer is not satisfied, refund the item.

Non-Delivery:

• 1st Resolution: Determine if it is still in transit and offer a check up call to the recipient. If it truly did not arrive and is not in transit (reported as delivered), replace with same item or comparable item (up to $10 more).

• 2nd Resolution: If a replacement is not accepted, refund the item.

Quality Issues:

Example: Customer received a box of black frozen pears. Spoiled/Poor Quality or Damaged: Offer a sincere apology

1st Resolution Less than 50% spoiled?

• Partial Replacement (Article KA-01017)

2nd Resolution:

• More than 50% spoiled? Replace same or comparable item (Article KA-02479)

3rd Resolution:

• If replacement not accepted Refund item (Article KA-02457)

• Use the Resolution Guide to work through the available resolutions from left to right.

If the customer is not satisfied with the current resolution, continue to the next resolution.

Refer to the linked article for detailed handling instructions.