A wrong or missing item was delivered

Making sure the correct products, quantities and packages go out is yours. If something went wrong, the fix is speed and honesty.

What to do

1. Contact the customer as soon as you know. Do not wait for them to find it.
2. Offer the fix. Deliver the correct or missing item, or arrange a refund for that part.
3. Write to support@cakesify.com with the Order ID, so we hear it from you first.
4. Record it in the order notes.

How it is reviewed

We look at the order details and the evidence to understand what happened. If the issue is found to be yours, you may need to supply the missing or correct item. Alternatively a refund may be adjusted from your payout. Which one depends on the circumstances.

The check that prevents it

Before you seal the box, read the order on your phone and look at what is in front of you. Flavour, size, quantity, add-ons, the message on the cake.

Ten seconds, out loud if it helps. This is the single most common avoidable mistake in the whole business, and it almost always happens on a busy day when you were sure you remembered.

On a busy day

Print or write out the orders for the day. Tick each one as it is packed. Memory is the thing that fails when five orders go out before noon, and it fails quietly.