Customer Service Outsourcing for Food and Beverage Brands

A thawed box of frozen meals or a crushed case of cans is a ticket every food brand knows. We handle it to your policy: photo request where you want one, replacement or refund, a claim filed with the carrier, and the order flagged if the same route keeps failing. Where your policy lets agents replace without a photo up to a set value, we apply it the same way every time, so customers are treated alike and you can see the cost.

Late shipping has rules too. The FTC’s Mail, Internet, or Telephone Order Merchandise Rule says a seller must have a reasonable basis for shipping within the time it states, or within 30 days if it states none, and must offer the customer the choice to accept a delay or cancel for a prompt refund. The FTC’s guide lists subscriptions ordered for serial delivery as exempt after the initial shipment, so the first box of a new subscription is covered. We can send those delay notices in your voice, record each customer’s choice, and process the refunds.

Agents can also log the reason behind each delivery problem, by carrier, packaging type and region. Read monthly, that list shows your operations team where an ice pack, a box size or a shipping zone is costing you replacements.

The FDA names nine major food allergens: milk, eggs, fish, crustacean shellfish, tree nuts, peanuts, wheat, soybeans and sesame, which became the ninth on January 1, 2023. The law requires labels to identify the food source of each major allergen, either in the ingredient list or in a “contains” statement.

Agents answer allergen questions only from your approved sources: the label, your published ingredient lists, and the answers your quality team has signed off, including what you do and do not say about shared facilities. They never guess, and they never give medical advice. Where a question falls outside the approved answers, or a customer reports a reaction, the ticket goes straight to the person on your team you name, with the product, lot number and customer details already attached.

The FDA defines a recall as an action taken by a firm to remove a product from the market, and says recalls may be done on the firm’s own initiative, at FDA request or by FDA order. The FDA classes them by risk, from Class I, where there is a reasonable probability of serious adverse health consequences or death, to Class III, where harm is not likely.

When a recall goes out, the contact volume arrives in hours. Recall support is planned ahead with your team: which customers bought the affected lots, what agents say, how refunds or replacements are issued, and which contacts go to your quality or legal team the same day. The recall decision, its wording and any report to a regulator stay with you. Our job is that every customer who writes in gets the approved answer.