29/07/2026
Yesterday, I was questioned for following a simple SOP. If we've made a mistake, my team and I will always accept it. Human errors happen, and we're never afraid to own them or make things right. That's not the difficult part.
The difficult part is that sometimes, to understand where the mistake happened, we need a little information from the customer. When someone receives a wrong or damaged product, asking for a few photos, or ideally an unboxing video, isn't about delaying a refund or doubting their word. It's about tracing the problem.
Yesterday, a customer declined to share any photos and instead left us a one-star review simply because we asked. I understand that not everyone likes being asked for proof, and from a customer's perspective, it can feel like an unnecessary step.
But as a business grows, with multiple people, warehouses, and logistics partners involved, these SOPs become essential. They're not created because brands don't want to help. They're created so we can question the right process, fix the right problem, and ensure the same mistake doesn't happen to someone else.
Hope you all empathize with us 😇
[Delivery, Logistics, Founder, Customer Complaints, Refund]
