Rectifying Customer Issues

The purpose of this page is to standardise how we rectify customer issues when they appear. The idea is to continue to populate this page with different scenarios and how we rectify them.

Beer Club

- Order is damaged but still given to the customer (monthly pack)

- if 1 bottle broken provide a $10 credit to their card and explain this is double what the cost of each bottle is, 2 bottles provide a $15 credit.

- if 3+ bottles broken replace who pack.

- Order is damaged and sent back to Beer Cartel

- re-send pack notifying customer that it had been returned to us

Standard Orders

- Order is damaged and sent back to Beer Cartel

- re-send pack notifying customer that it had been returned to us. If there is certain stock that we no longer have provide a replacement item (depending on what customer would like), or provide a credit to spend with Beer Cartel rounding up to the nearest $5 e.g. if the beer is $7.50 provide a $10 credit

- Order is damaged but still given to the customer

- offer to provide customer with a credit to spend with Beer Cartel (rounding up to the nearest $5). If the customer would prefer to have the item delivered then organise for a replacement item to be resent to the customer.

- Customer is given out of date stock that wasn't identified as out of date on website

- apologise, provide a $5 credit as applicable, ask them to let us know if they have any issues with the beer and we will rectify it.