Purpose:
Effective date:29th July
This document serves as a reiteration of the previous update sent via Whats App, as there appears to be some confusion among agents. Please note the following changes:
Dark Chocolate Variant Update:
Previous Name: Olympia Dark Chocolate
New Name: Dark Chocolate
New Packaging: shown in picture
Formulation: No change; the taste remains the same.
SKU Details:
1kg Variants:
Smooth: New packaging
Crunchy: New packaging
Crispy: Old and new packaging (based on stock availability)
510g Variants:
Crunchy: New packaging
Smooth: Old and new packaging (based on stock availability)
Crispy: Old and new packaging (based on stock availability)
Note: By the end of the month, all products should have the new packaging, at least for D2C website purchases.
Customer Queries and Disputes:
If a customer disputes the product being wrong and requests an exchange or return:
Explain that only the name and packaging have changed; the ingredients remain the same.
Direct the customer to the updated information on the website on 29th July itself.
If the customer insists on legal action or a social media complaint, escalate the issue to the L2 team.
L2 Team:
Review the issue thoroughly.
Contact the customer to explain the changes that have been live on the website since July 29th.
Please ensure you are familiar with these changes and can communicate them effectively to our customers.
