1.1 Purpose


This procedure is intended to establish a complaint-handling procedure and activities associated with the complaint intake, processing, evaluations, and closure. The aim is to address and resolve customer grievances fairly and to analyze the root cause of the non-conformance.


Document title

My Fitness Food safety

Current Version

1.1

Status

Live

Document Owner

Process Excellence Team

Approved by

 Chethan Kumar



 Responsibility:


When customer complaints on the product received fall under any of the Criticality categories mentioned in section 1.2, we will arrange for sample pick based on the table only. However, we will take complete responsibility for the issue and capture all details to look into this matter.


Note: Irrespective of the place of purchase, we will follow this process.


s


Issue – Sub issue

Group:L1/L2 group


 Sub issue

 

Complaint Categorisation 
Attribute NameComplaint CategoryCriticalitySample PickupSample to GGN Office
Foreign MatterForeign BodyA. CriticalMandatorysample required 
MouldSpoilage- MicroA. CriticalMandatorysample required 
Pest / Insect InfestationSpoilage- InfestationA. CriticalMandatorysample required 
Advance CodePackaging CodeB. MajorMandatory
coding panel image required
Bad smellSpoilage SensoryB. MajorMandatorysample required 
Bad TasteSpoilage SensoryB. MajorMandatorysample required 
BigProduct AppearanceB. Major
Blurred Date CodePackaging CodeB. Major
Double foilProduct AppearanceB. Major
ExpiredSales PRP failureB. MajorMandatory
coding panel image required
Froth / Foam FormationProduct AppearanceB. MajorMandatoryNA
LumpyProduct AppearanceB. MajorMandatorysample required 
Misaligned CodePackaging CodeB. Major
Misaligned LabelPackaging CodeB. Major
Missing PieceAppearance MissingB. Major
No Date CodePackaging CodeB. Major
No labelPackaging CodeB. Major
Sandiness / GrainyProduct AppearanceB. MajorMandatorysample required 
SmallProduct AppearanceB. Major
Under fillProduct AppearanceB. MajorMandatorysample required 
Wrong Date CodePackaging CodeB. Major
Wrong Label / Cap / LidPackaging CodeB. Major
No SealPackaging DefectB. Major
Under weightProduct AppearanceB. MajorMandatorysample required 
Burnt sealPackaging DefectB. Major
Color ChangeProduct AppearanceB. MajorMandatorysample required 
Wrong Label PrintingPackaging CodeB. Major
Colour ChangeOrganolepticC. Minor
Damaged / DentedPackaging/ Product DamagedC. Minor
DelaminationAppearanceC. Minor
Foil shiftPackaging DefectC. Minor
HardTextureC. Minor
No GasPackaging DefectC. Minor
Phase shift / SeparationTextureC. Minor
Physical damagePackaging/ Product DamagedC. Minor
Poor sealingPackaging DefectC. Minor


New Update:Wherever samples are required for pick up, L2 will pick samples manually from Return Prime to Gurgaon office address

Below is the address that needs to be added while arranging pick up for samples.


Mensa Brands


Inno House, Second Floor, Plot N0. – 9, 4 Bay, Sector – 32, Gurugram, Haryana 122001




Process Overview


Customer VOC

Next Action

Our Action

I received a damaged product,

L1 will ask the reason for the cancellation.

L1 Action: L1 will confirm the issue with the product under the critical category.

L1 will apologize for the inconvenience caused and ask the customer to share the product image for us to investigate.



Further, inform the customer that we will be shipping a new product if the customer wishes else we can refund for same.



L2 Action


L2 team will call up the customer and re-confirm the issue they faced and ask again for the product image if not shared.

Once the customer shares the complete information L2 will fill the tracker completely looking into the image of 







Images of the product

Back image 



Top View


Front View






Communication to customers for RVP and Asking images of the product


Hi Customer,


Thank you for contacting MyFitness!


We are extremely sorry to hear that the product received is in bad condition. Please accept our sincere apologies for any inconvenience and discomfort this may have caused.


We take these matters very seriously and would like to investigate this incident further. We request you share images of the product in front, top, and back view. This information will help us determine the exact issue and take corrective measures to prevent such incidents from occurring in the future.


In the meantime, we request you to keep the product ready while we will pick up the product from your end and offer you a replacement. We want to ensure that you are completely satisfied with our service and that we continue to earn your trust and loyalty.


            We value your feedback and look forward to resolving this issue for you.


            Regards,

            My Fitness





              

Communication to customers for NON-RVP and Asking images of the product



Hi Customer,


Thank you for contacting MyFitness!


We are extremely sorry to hear that the product received is in bad condition. Please accept our sincere apologies for any inconvenience and discomfort this may have caused.


We take these matters very seriously and would like to investigate this incident further. We request you share images of the product in front, top, and back view. This information will help us determine the exact issue and take corrective measures to prevent such incidents from occurring in the future.


In the meantime, we would like to offer you a replacement. We want to ensure that you are completely satisfied with our service and that we continue to earn your trust and loyalty.


We value your feedback and look forward to resolving this issue for you.


Regards,

My Fitness



Find the tracker: 

https://docs.google.com/spreadsheets/d/1S7gbDhDCGdeNiecMoMkkdYuJeMV_Rkj8/edit#gid=1515732751

Revision History:


Document created by

Sandhya.G

30/01/2025