Matt asked how Claude can help with Freshdesk reporting and what we can automate in Jen's weekly report. Jen asked for complaints per type each week and month, what each one costs, and week on week and month on month comparisons. This page does that from the two trackers Jen shared, using last week and October as the example.
Built from the trackers as they stood on 4 Nov. Counts and £ by type come from the Damaged Cakes and Voucher tracker, the quality, wrong, missing and café sections from Jen's report, and orders from Shopify. Jen's ask marks what Jen asked for and Added by Claude marks extras.
| Cases | Given back | |||||
|---|---|---|---|---|---|---|
| Type | w/c 26 Oct | w/c 19 Oct | Change | w/c 26 Oct | w/c 19 Oct | Change |
| Damaged in transit | 66 | 80 | -14 | £1,888 | £1,857 | +£31 |
| Damaged Cake | 50 | 61 | -11 | £1,666 | £1,489 | +£177 |
| Damaged Cupcake | 8 | 7 | +1 | £103 | £176 | -£73 |
| Damaged Letterbox | 4 | 11 | -7 | £64 | £182 | -£118 |
| Damaged extras | 3 | 0 | +3 | £45 | £0 | +£45 |
| Damaged Afternoon Tea | 1 | 0 | +1 | £10 | £0 | +£10 |
| Damaged Hamper | 0 | 1 | -1 | £0 | £10 | -£10 |
| Delivery problems | 61 | 41 | +20 | £2,513 | £1,816 | +£697 |
| Perishable-DPD | 24 | 25 | -1 | £1,232 | £1,035 | +£197 |
| DPD incorrect address | 13 | 8 | +5 | £580 | £465 | +£115 |
| Late/Failed delivery | 6 | 4 | +2 | £265 | £210 | +£55 |
| Parcel fulfilled but not received by DPD | 7 | 3 | +4 | £156 | £77 | +£79 |
| Parcel fulfilled but not received by RM | 6 | 0 | +6 | £148 | £0 | +£148 |
| DPD complaint (not damage) | 2 | 0 | +2 | £25 | £0 | +£25 |
| Theft | 2 | 0 | +2 | £87 | £0 | +£87 |
| Perishable-Customer | 1 | 0 | +1 | £21 | £0 | +£21 |
| RM Delivery issue | 0 | 1 | -1 | £0 | £30 | -£30 |
| Wrong or missing | 9 | 18 | -9 | £344 | £640 | -£296 |
| Missing item | 3 | 13 | -10 | £100 | £466 | -£366 |
| Incorrect Cake | 4 | 3 | +1 | £219 | £162 | +£57 |
| Incorrect Extras | 1 | 2 | -1 | £15 | £13 | +£2 |
| Incorrect Inscriptions | 1 | 0 | +1 | £10 | £0 | +£10 |
| Quality and food safety | 7 | 2 | +5 | £432 | £45 | +£387 |
| AFB | 7 | 1 | +6 | £432 | £30 | +£402 |
| Taste Complaint | 0 | 1 | -1 | £0 | £15 | -£15 |
| Fulfilment, stock and website | 5 | 9 | -4 | £229 | £284 | -£55 |
| Out of stock | 2 | 6 | -4 | £17 | £150 | -£133 |
| Bakery Unfulfilled | 0 | 2 | -2 | £0 | £123 | -£123 |
| Early Fulfillment | 2 | 0 | +2 | £164 | £0 | +£164 |
| Website Issue | 1 | 1 | 0 | £48 | £12 | +£36 |
| Goodwill and promotions | 9 | 10 | -1 | £210 | £218 | -£8 |
| Gesture/further compensation | 9 | 10 | -1 | £210 | £218 | -£8 |
| Cancellations and changes | 19 | 33 | -14 | £1,047 | £1,599 | -£552 |
| Customer Cancellation | 18 | 32 | -14 | £1,030 | £1,585 | -£555 |
| Amendment | 1 | 1 | 0 | £17 | £14 | +£3 |
| No reason given | 1 | 3 | -2 | £0 | £0 | £0 |
| (no reason) | 1 | 3 | -2 | £0 | £0 | £0 |
| All types | 177 | 196 | -19 | £6,663 | £6,460 | +£203 |
Given back is refunds, vouchers and reorders, the same as the money section of 'Julie New'. Red means more cases or more money than the week before.
| Cases | Given back | |||||
|---|---|---|---|---|---|---|
| Type | Oct | Sep | Change | Oct | Sep | Change |
| Damaged in transit | 573 | 846 | -273 | £16,300 | £29,014 | -£12,714 |
| Damaged Cake | 471 | 730 | -259 | £14,324 | £26,446 | -£12,122 |
| Damaged Letterbox | 46 | 51 | -5 | £867 | £827 | +£40 |
| Damaged Cupcake | 39 | 38 | +1 | £764 | £1,360 | -£596 |
| Damaged extras | 10 | 11 | -1 | £150 | £126 | +£24 |
| Damaged Afternoon Tea | 5 | 12 | -7 | £179 | £177 | +£2 |
| Damaged Hamper | 2 | 4 | -2 | £15 | £77 | -£62 |
| Delivery problems | 245 | 228 | +17 | £10,298 | £10,508 | -£210 |
| Perishable-DPD | 117 | 106 | +11 | £5,396 | £5,756 | -£360 |
| DPD incorrect address | 41 | 30 | +11 | £2,046 | £1,283 | +£763 |
| Late/Failed delivery | 35 | 32 | +3 | £1,420 | £1,347 | +£73 |
| Parcel fulfilled but not received by DPD | 24 | 20 | +4 | £679 | £827 | -£148 |
| Theft | 8 | 14 | -6 | £327 | £685 | -£358 |
| DPD complaint (not damage) | 8 | 10 | -2 | £98 | £184 | -£86 |
| RM Delivery issue | 4 | 10 | -6 | £122 | £227 | -£105 |
| Parcel fulfilled but not received by RM | 6 | 1 | +5 | £148 | £25 | +£123 |
| DPD Driver Ignored Instructions | 1 | 4 | -3 | £43 | £147 | -£104 |
| Perishable-Customer | 1 | 1 | 0 | £21 | £25 | -£4 |
| Wrong or missing | 74 | 73 | +1 | £2,024 | £1,931 | +£93 |
| Missing item | 47 | 41 | +6 | £1,101 | £911 | +£190 |
| Incorrect Cake | 14 | 21 | -7 | £720 | £868 | -£148 |
| Incorrect Extras | 8 | 4 | +4 | £137 | £99 | +£38 |
| Incorrect Inscriptions | 5 | 7 | -2 | £67 | £53 | +£14 |
| Quality and food safety | 20 | 28 | -8 | £761 | £1,183 | -£422 |
| AFB | 14 | 21 | -7 | £638 | £1,009 | -£371 |
| Taste Complaint | 4 | 6 | -2 | £72 | £145 | -£73 |
| Appearance Complaint | 1 | 0 | +1 | £10 | £0 | +£10 |
| Cake Quality | 0 | 1 | -1 | £0 | £29 | -£29 |
| DEFROSTED | 1 | 0 | +1 | £40 | £0 | +£40 |
| Fulfilment, stock and website | 19 | 33 | -14 | £639 | £1,430 | -£791 |
| Bakery Unfulfilled | 3 | 11 | -8 | £167 | £367 | -£200 |
| Out of stock | 7 | 5 | +2 | £161 | £215 | -£54 |
| Early Fulfillment | 3 | 5 | -2 | £115 | £191 | -£76 |
| Website Issue | 4 | 3 | +1 | £157 | £111 | +£46 |
| Late Fulfillment | 2 | 2 | 0 | £40 | £122 | -£82 |
| SYSTEM OUTAGE | 0 | 4 | -4 | £0 | £240 | -£240 |
| Store Order | 0 | 3 | -3 | £0 | £185 | -£185 |
| Goodwill and promotions | 62 | 56 | +6 | £1,617 | £1,458 | +£159 |
| Gesture/further compensation | 62 | 54 | +8 | £1,617 | £1,440 | +£177 |
| Dissatisfied with promo | 0 | 1 | -1 | £0 | £6 | -£6 |
| PROMOTION | 0 | 1 | -1 | £0 | £12 | -£12 |
| Cancellations and changes | 134 | 164 | -30 | £7,059 | £8,732 | -£1,673 |
| Customer Cancellation | 132 | 153 | -21 | £7,038 | £8,498 | -£1,460 |
| Amendment | 2 | 11 | -9 | £21 | £235 | -£214 |
| No reason given | 7 | 15 | -8 | £0 | £95 | -£95 |
| (no reason) | 7 | 15 | -8 | £0 | £95 | -£95 |
| All types | 1,134 | 1,443 | -309 | £38,698 | £54,350 | -£15,652 |
September was the centenary month and our busiest for orders, so October has fewer cases overall. Per 1,000 orders, cases went from 86 to 76.
£6.7k last week, less than half the £16.2k in w/c 14 Sep. Per order it's £2.17, down from £4.00.
Cases per 1,000 orders under each month. October was £38.7k against £54.3k in September.
Week commencing, with damaged cake cases underneath. Down from 57.1 in w/c 14 Sep to 16.3 last week. January to March ran at about 9 per 1,000, so there's still room to improve.
For w/c 26 Oct it shows 34 damaged cakes and £3,912 given back. The log itself has 50 and £6,663. In 65 of that week's 177 rows the date isn't stored as a real date, so the sheet's formulas skip them. Across 2026 it's about 1 in 7 rows.
Claude reads every row as it's written, so the numbers above include them. Turning column A back into proper dates would fix 'Julie New' as well.
| Product | Issue | Batch | Date |
|---|---|---|---|
| Vintage Heart Cake | Hair | Not given | 25 Oct |
| Vintage Heart Cake | Hair | 6292 | 30 Oct |
| Vintage Heart Cake | Hair | 6287 | 31 Oct |
| Classic Strawberry Gateau | Hair | 6273 | 30 Oct |
| Classic Strawberry Gateau | Cardboard string | Not given | 31 Oct |
| Mango & Passionfruit Cake | Hair | 6268 | 25 Oct |
| Lemon Meringue Magic Cake | Hair | 6266 | 30 Oct |
| Lambeth Cake | Hair | Not given | 8 Oct |
| Ultimate Raspberry Ripple Cake | Cardboard fibre | 6271 | 27 Oct |
| Macaron Party Trays | Possible wood, low filling, misshapen | Not given | 27 Oct |
| Favourites Quartet Sponge Cake Gift Box | Taste: dry sponge | 6251 | 31 Oct |
| Biscoff Cake | Taste: raw, dense sponge | 6225 | 23 Oct |
From Jen's report, grouped by product so repeats stand out.
Still open: 344125 (OT), second chase sent. 352339 Bromley.
| Café | Rating | New | 1 to 3 stars |
|---|---|---|---|
| Cribbs | 4.1 | 12 | 1 star: left after a 15 minute wait |
| Silverburn | 3.8 | 3 | 1 star, no text |
| Bromley | 3.8 | 2 | 2 stars: croque monsieur, cold chips |
| Brent Cross | 3.8 | 1 | None |
| Southend | 4.1 | 1 | None |
Sources: Damaged Cakes and Voucher tracker ('NEW - PLEASE USE' tab), the Complaints Report, Jen's weekly email, Shopify orders (Online Store, Marketplace Connect, Draft Orders, Shop, TikTok, Collective) and Judge.me.
Real cases from last week. Customer names and addresses are left out.
Sent when a product or batch crosses a limit we agree, and straight away for any foreign body, food poisoning or allergen case. Today these surface once a week, in a list sorted by date.
Pulled from Shopify for this page
Jen's report has this order twice, once under missing items (no inscription) and once under quality (hair). Claude keeps it as one case with both issues and the full cost, and can do the same lookup for every order in the log.
Hi, thanks for letting us know, and we're really sorry. Waiting over 15 minutes with nobody coming to take your order isn't good enough, especially with tables free. We've shared this with the Cribbs team so they can look at how the café is covered at quieter times. If you'd like to tell us more, our customer care team is at [email address], and we'd love the chance to welcome you back.
Drafted for the café manager or Jen to approve. Nothing posts without a person.
The CS report would run on the same setup and land the same way.