This article provides guidance for agents handling situations where a customer reports that their retailer has refused to exchange a defective product — specifically a physically broken pre-roll. This scenario requires both customer resolution and internal escalation to the Retail Compliance team.
Licensed retail partners are contractually obligated to handle first-line complaints regarding defective products. A retailer refusing an exchange for a clearly defective pre-roll — one found broken upon first opening — is a breach of retailer terms. Pure Sun Farms will not allow customers to be left without recourse due to retailer non-compliance.
Upon receiving a complaint where a retailer has refused an exchange:
1. Acknowledge the customer's frustration and apologize for the inconvenience.
2. Confirm the product details: SKU, batch number if visible, purchase date, and retailer location.
3. Request photo evidence of the broken product and proof of purchase.
4. Once verified, offer the customer a direct resolution: replacement unit or account credit.
5. Inform the customer that Pure Sun Farms is addressing the retailer's conduct separately.
6. Update the Zoho Desk ticket with all details and mark the complaint as 'Retailer Refusal – Confirmed.'
After handling the customer side:
1. Create a separate internal ticket or note under the retailer's account in Zoho Desk.
2. Document the retailer name, location, date of incident, and customer complaint reference number.
3. Assign the ticket to the Retail Compliance queue.
4. If this is a repeat occurrence for the same retailer, flag as Priority High and tag the Retail Partnerships Manager.
5. Do not contact the retailer directly without authorization from Retail Compliance.
For each case involving a retailer refusal, agents must document: customer name and contact, product details, retailer name and location, description of refusal, photo evidence received, resolution offered to customer, and date of internal escalation. This information is used in retailer compliance reviews and may support retailer contract actions.
Customers should never be asked to return to a retailer that has refused them. Pure Sun Farms assumes responsibility for direct resolution in these cases. Agents should reinforce brand trust by handling these cases efficiently and with empathy.