This article outlines the authorized resolution options available to agents at each tier when resolving product quality complaints. These tiers apply to all complaint types including broken pre-rolls, poor burn quality, and vape malfunctions. Agents must not exceed their authorization tier without supervisor approval.
Tier 1 agents handle first-contact complaints and are authorized to offer the following resolutions without supervisor approval:
- Written apology and acknowledgment of the complaint.
- Replacement of a single unit of the same or equivalent product (subject to availability).
- Store credit up to a maximum of $20 CAD.
- Discount code for a future purchase (10–15%).
Tier 1 agents must escalate to Tier 2 if the customer requests a higher value resolution or if the complaint involves a batch-level defect.
Tier 2 agents handle escalated complaints and complex cases. They are authorized to offer:
- Replacement of up to three units of the same or equivalent products.
- Store credit up to $50 CAD.
- Discount codes up to 25% on future orders.
- Escalation to the Quality Assurance team for formal batch investigation.
- Communication to the retailer compliance team regarding retailer conduct.
Tier 2 agents must escalate to a supervisor if the customer requests a cash refund or if legal action is threatened.
Supervisors handle the most complex or sensitive complaints and are authorized to:
- Approve cash refunds in coordination with the Finance team.
- Authorize replacement of more than three units.
- Initiate formal batch recalls or withdrawals in coordination with QA and Regulatory Affairs.
- Issue formal written apologies on company letterhead.
- Engage the Retail Compliance team for retailer sanctions.
- Authorize resolutions outside of standard policy on a case-by-case basis.
Regardless of tier, all agents must document the following before finalizing a resolution:
- Complaint category and details.
- Evidence received (photos, lot number, proof of purchase).
- Resolution offered and customer response.
- Any escalation steps taken.
- Ticket status update in Zoho Desk.
Failing to document a resolution fully may result in duplicate resolutions being offered and creates accountability gaps.
In situations where the customer's complaint does not clearly qualify under policy (e.g., no proof of purchase, ambiguous defect), agents may offer a goodwill gesture. Tier 1 may offer up to $10 credit as a goodwill gesture. Tier 2 may offer up to $20. Supervisor approval is required for goodwill gestures above $20. Goodwill gestures must be documented as such in the ticket, distinct from policy-based resolutions.
Resolution authorization tiers are reviewed quarterly. Agents should confirm current authorization limits with their supervisor at the start of each quarter. Exceeding authorization limits without approval is a policy violation.