4. Incorrectly Picked/Missing Stock Delivered to Customer

If stock has been picked missed and a customer has notified us then we can offer them three different options:

1. Send out the goods missed

2. Credit for the goods missed

3. Provide a refund (only offered if customer is not happy with first two options).

All communication should be recorded in Bigcommerce order notes (record the date, person's initials and the issue e.g. 14/01/16 RK - Ballst Point Grapefruit missing from order, replacement to be sent out) as well as Teamwork Desk by including [email protected] on any emails.

If stock has been picked incorrectly and a customer has notified us then we can offer them three different options:

1. Offer them to keep the goods sent to them at a discounted rate and either send out the products not previously included or provide a credit for them.

2. Ask them to return the goods they don't want free of charged by creating a return label in Australia Post and taking to their local Post Office to be sent back to us. We can then send out replacements or provide a credit.

3. Provide a refund (only offered if customer is not happy with first two options).

All communication should be recorded in Bigcommerce order notes (record the date, person's initials and the issue e.g. 14/01/16 RK - Ballst Point Grapefruit picked instead of Ballast Point Sculpin - customer is happy to keep Grapefruit Sculpin and asked for normal Sculpin to be sent out (charged at discounted rate)) as well as Teamwork Desk by including [email protected] on any emails.