jeopawdy

Refund rubric💸

100

A customer reaches out and lets us know that their power went out and all packs are defrosted. What refund (if any) would we offer?

Full refund or replacement

200

A customer reaches out due to a damaged box. They confirm the packs arrived in good condition otherwise. What refund (if any) would we offer? 

20%

300

A customer reaches out and lets us know they touched the dry ice, however, are not reporting any burns or dissatisfaction overall. What (if any) refund would we offer?

No refund. (20% if the customer were to push back) 

400

A customer reaches out to cancel because their dog is not eating their trial order. They let us know that they gave all of their remaining packs to their neighbor that fosters. 

Itemized refund for packs unofficially donated. 

500

A trial customer transitioned incorrectly and is now out of food. They are posing cancellation as we can't get them an order until next week. What (if any) refund would we offer?

Full refund or replacement (due to posing cancellation).

Do I report that?🧐

100

Hello, The plastic container we use to keep The Farmer’s Dog food fresh broke, can you please send a new one with Rambo and Rocky next order? Thank you in advance!

Yes! 

Fulfillment fresh -> Reusable container

200

Hi. Darcy is not crazy about the pork recipe. Let’s go back to all turkey please. Thank you. Please confirm.

Yes! 

Manufacturing - Fresh -> Dog Not Eating

300

Hi, I received Cholula's and Chorizo's food and the color is really different than what I'm used to.  Did the recipe change? Thank you.

Yes! 

Manufacturing - Fresh -> Coloration

400

My order was marked delivered yesterday, but I can't find the food anywhere.

Yes! Shipping -> missing order.

500

This arrived today but it isn’t cold.  I am afraid to feed it to Myrtle.

No need to report an issue. Using the appropriate warm delivery topic is enough to track this. 

Topics 🪩✨

100

Can we please make 4 of the packs Turkey?

Order management | Edit recipes | Update Ratio of Recipes 

200

My dog’s food arrived thawed and none of packs were very cold at all. Is it still safe? 

Delivery experience | Delivery issue 

300

Hello. Checking to see when my dogs food is going to ship out. He only has a couple packs left

Delivery experience | Order arrival date/range

400

I only need 4 packages for one month... Can I get a price for that.

Billing & Pricing | Pricing question

500

I received my order today of the Farmer’s Dog food. It was supposed to have the chicken sticks added to my order but we did not receive.

Fulfillment Issue | Any issue

Transfers

100

Customer mentions wanting to begin cooking at home with our nutrient packs and cancel their fresh plan. 

Yes, send to DIY

200

my dog was sick for two weeks, vet tested three frozen bags from Farmers dog after dog continued to have bloody stools and bloody vomit. The three bags tested to be bad, undetermined if meat or veggies. If it makes our dogs sick again, we will cancel all future orders.

Yes, handoff to ROS.

300

Customer mentions or provides documentation of a vet bill without request for reimbursement

No need to transfer. You can handle this one yourself!

400

Thanks for reaching out.  I really appreciate it.  My 8 yr old boxer developed pancreatitis suddenly and the only thing we can identify is the change in his diet.  He will now require life long prescription low fat dry food.  I do love the idea of fresh food and something that seems better for dogs than dry food for every meal. Unfortunately, it didn't work out for us.

Yes, flag with ROS

500

There used to be DIY recipes using salmon but they seem to be gone. Why and will they be back?

Yes, send to DIY