How must a Craters & Freighters franchisee handle customer complaints and requests for refunds and adjustments?
Craters_Freighters Franchise · 2025 FDDAnswer from 2025 FDD Document
Franchisee must manage and operate the Franchised Business in an ethical and honorable manner.
Franchisee must ensure that all those working at the Franchised Business provide courteous and professional services to customers and always keep the customers' interests in mind while protecting the goodwill of the Marks, System, and Franchised Business.
Franchisee must handle all customer complaints and requests for refunds and adjustments in a manner consistent with applicable laws and regulations and Franchisor's applicable standards and specifications.
Source: Item 22 — CONTRACTS (FDD pages 49–50)
What This Means (2025 FDD)
According to the 2025 Craters & Freighters Franchise Disclosure Document, franchisees are required to manage their business in an ethical and honorable manner. This extends to customer service, where franchisees must ensure that all employees provide courteous and professional service, always prioritizing the customer's interests while upholding the goodwill of the Craters & Freighters brand, system, and the franchised business itself.
Specifically, Craters & Freighters franchisees must handle all customer complaints and requests for refunds and adjustments in a way that aligns with both the applicable laws and regulations and the franchisor's standards and specifications. This means franchisees need to be aware of and adhere to legal requirements regarding consumer protection and fair business practices when resolving disputes or processing returns.
In practice, this requirement means that a Craters & Freighters franchisee must develop and implement clear, fair, and legally compliant procedures for addressing customer issues. These procedures should be well-documented and consistently applied. Franchisees should also stay informed about any updates to relevant laws or Craters & Freighters' standards to ensure ongoing compliance. Failure to properly handle customer complaints and requests could lead to legal issues, damage to the brand's reputation, and potential conflicts with the franchisor.