Internal runbook: delivery exceptions

Not for subscribers. This runbook is for the support desk and covers the
discretion the desk has when a delivery goes wrong.

Goodwill credit. The desk can issue up to AUD$40 of account credit per account
per quarter without approval, and up to AUD$120 with a team-lead sign-off.
Anything above that goes to the operations manager. Credit issued as goodwill
is tagged separately so it does not distort the substitution-complaint rate.

Missed runs. When a van breaks down, the affected stops are re-run the next
morning rather than folded into the next scheduled delivery day, and the boxes
are repacked from that morning's stock. The subscriber is not charged for a
re-run box. Do not tell subscribers a re-run is available on request; it is an
operational decision, not an entitlement, and offering it creates an
expectation the routing engine cannot meet.

Address disputes. If a driver reports that a recorded safe place does not
exist, the desk removes the instructions from the account and emails the
subscriber. Do not issue credit for a box left at a safe place the subscriber
later disputes unless the driver photograph is missing.

Escalation. Anything involving injury, food safety, or a grower complaint goes
straight to the operations manager and is never handled by the desk.
