Website and Product Quality Control Procedure

Purpose

The purpose of this Quality Control Procedure is to ensure that the At The Blue Cottage website provides customers with an accurate, professional, safe and enjoyable shopping and browsing experience.

The procedure is designed to ensure:

- Products are accurately represented.

- Product photographs and descriptions match the actual item.

- Prices and availability are correct.

- Orders can be placed and processed correctly.

- Customers receive accurate shipping and delivery information.

- Handmade products are checked before being sent to customers.

- Workshop information is current and accurate.

- Website links, forms and payment processes work correctly.

- Customer information is handled appropriately.

- Website content remains professional, consistent and up to date.

- Customer complaints, returns and quality issues are recorded and addressed.

- The website continues to meet applicable Australian consumer-law requirements.

Scope

This procedure applies to all products, services and information published on the At The Blue Cottage website, including:

- Handmade ceramic mosaic pieces

- Ceramic flowers, leaves and other mosaic components

- Mosaic artwork

- Pottery and ceramic pieces

- Gift certificates

- Mosaic workshops and courses

- Online sales

- Product photographs

- Product descriptions

- Prices and promotions

- Shipping information

- Returns and exchanges

- Website contact forms

- Customer communications

- Blog and promotional material

Product Quality Control

Every handmade product will be visually inspected before being listed for sale and again before being packaged and dispatched.

Our products are handmade and not mass produced, minor variations in colour, pattern, shape and size may occur.

These variations should be clearly explained in the product description where relevant.

We will check each product for:

☐ No significant cracks or damage

☐ No sharp or unsafe edges

☐ Glazing is complete and appropriate

☐ Surface is clean

☐ Product is structurally sound

☐ Decorative elements are securely attached where applicable

☐ Product measurements are accurate

☐ Product is suitable for the purpose stated

☐ Product photographs accurately represent the item

☐ Any intentional handmade variations are acceptable and documented

Handmade Ceramic Product Standard

Because At The Blue Cottage products are handmade, each batch should be checked for consistency while recognising that handmade items will naturally vary.

For each new batch:

1. Inspect the finished pieces.

2. Check colour and glaze consistency.

3. Check for cracks, chips, glaze faults or kiln damage.

4. Measure representative pieces.

5. Record any significant variation.

6. Photograph the new batch if the appearance has changed.

7. Update the website description if necessary.

8. Remove any pieces that do not meet the required selling standard.

The website listing will clearly explain when colours, patterns or dimensions may vary between handmade batches.

Product Listing Quality Control

Before publishing a new product, we will complete the following checklist.

Product information

☐ Correct product name

☐ Correct category

☐ Accurate price

☐ Correct quantity per pack/set

☐ Accurate dimensions

☐ Accurate description

☐ Correct material information

☐ Correct indoor/outdoor suitability

☐ Correct care instructions

☐ Handmade variation statement included where appropriate

☐ Stock quantity entered correctly

Photographs

☐ Photograph is clear and well lit

☐ Product is shown from an appropriate angle

☐ Product colour is reasonably accurate

☐ Background is clean and suitable

☐ Image does not misrepresent the size of the product

☐ Additional photographs included where useful

☐ Photograph matches the actual product currently being sold

Pricing Control

Before a product is published or its price is changed:

☐ Check the intended selling price

☐ Check pack quantity 

☐ Check whether the displayed price is per item, pair or set

☐ Check sale/discount pricing

☐ Check shipping charges where applicable

☐ Check that the checkout price matches the advertised price

Prices should be checked after making website changes and before promotional campaigns.

Stock Control

Stock levels should be checked regularly.

When an item sells:

☐ Confirm order has been received

☐ Confirm payment

☐ Reduce stock quantity

☐ Check whether the website now displays the correct availability

☐ Mark item as sold out when appropriate

When stock is replenished:

☐ Count new stock

☐ Inspect new stock

☐ Enter the correct quantity

☐ Check product photographs and description

☐ Publish/update availability

Special attention should be given to handmade batches because colours, patterns and sizes may change between batches.

Order Quality Control

Every online order will be checked before dispatch.

Order checklist

☐ Customer name and address checked

☐ Product ordered matches product being packed

☐ Quantity correct

☐ Product inspected before packaging

☐ Product undamaged

☐ Correct postage method selected

☐ Packaging appropriate for the product

☐ Order documentation included where required

☐ Tracking number obtained where applicable

☐ Customer notified of dispatch

Packaging Quality Control

All products must be packaged according to their size, weight, fragility and method of transport.

Particular care should be taken with ceramic and mosaic components.

Packaging checklist

☐ Product wrapped/protected appropriately

☐ Fragile items adequately cushioned

☐ Items cannot move excessively inside the package

☐ Box/package is suitable for the item

☐ Address label is secure and readable

☐ Package is sealed properly

☐ Tracking information recorded where applicable

Packaging should be strong enough to minimise the risk of damage during normal delivery.

Shipping Quality Control

Shipping information on the website should clearly communicate:

- Shipping costs

- Available delivery options

- Expected processing times

- Expected delivery timeframes

- Tracking arrangements

- Contact procedure for delivery problems

Shipping information must be reviewed whenever postage costs, carriers or business processing times change.

Customer expectations should be managed honestly, particularly during busy periods.

Workshop Quality Control

All workshop listings must be checked before being advertised.

Workshop checklist

☐ Correct workshop name

☐ Correct date

☐ Correct time

☐ Correct location

☐ Correct price

☐ Correct number of places

☐ Accurate description

☐ Correct inclusions

☐ Correct skill level

☐ Booking/payment system working

☐ Cancellation information available

☐ Contact information correct

Once a workshop reaches capacity:

☐ Update availability immediately

☐ Mark as sold out/full where appropriate

☐ Remove outdated promotional material

☐ Maintain accurate waiting-list information if offered

Website Function Check

A website quality check should be completed at least monthly.

Test:

☐ Home page

☐ Shop

☐ Individual product pages

☐ Shopping cart

☐ Checkout

☐ Payment process

☐ Contact form

☐ Workshop booking process

☐ Gift certificates

☐ Shipping information

☐ Returns policy

☐ Terms & Conditions

☐ Privacy Policy

☐ Menu/navigation

☐ Social media links

☐ Important buttons

☐ Internal links

☐ External links

Broken links, incorrect buttons or malfunctioning forms should be corrected as soon as possible.

Mobile & Desktop Testing

The website should be checked on:

☐ Mobile phone

☐ Tablet where practical

☐ Desktop computer

Check that:

- Text is easy to read.

- Images display correctly.

- Buttons are easy to press.

- Products can be added to the cart.

- Checkout works.

- Menus function correctly.

- Important information is not hidden or cut off.

Australian government website guidance recommends checking websites across different browsers and devices and testing that customers can successfully purchase products.

Content Quality Control

All website content should be reviewed for:

☐ Spelling

☐ Grammar

☐ Correct product information

☐ Correct dates

☐ Correct prices

☐ Correct names

☐ Correct contact information

☐ Consistent terminology

☐ Clear and simple wording

☐ Professional presentation

Outdated information should be removed rather than left on the website.

Photography Standard

At The Blue Cottage product photographs should present handmade work honestly and attractively.

Where possible:

- Use good natural or controlled lighting.

- Avoid distracting backgrounds.

- Show the complete product.

- Include additional detail photographs for smaller pieces.

- Include a size reference when useful.

- Avoid excessive editing that changes the appearance of the product.

- Keep colours reasonably true to the original product.

Photographs should never make a product appear substantially different in size, colour or finish from what the customer will receive.

Customer Complaints & Returns

All customer complaints should be treated respectfully and recorded.

Also refer to Returns Policy

Procedure

1. Listen to the customer's concern.

2. Record the order/product details.

3. Ask for photographs or other relevant information where appropriate.

4. Inspect the issue.

5. Determine whether the product may have been damaged, incorrectly supplied or otherwise failed to meet the description or applicable consumer guarantees.

6. Respond to the customer promptly.

7. Provide the appropriate resolution.

8. Record the outcome.

9. Identify whether the website, packaging or production procedure needs improvement.

Australian Consumer Law provides consumer guarantees for goods, including that goods be of acceptable quality, match their description and be fit for any stated purpose. Business policies cannot remove those legal rights.

Damaged-in-Transit Procedure

If a customer reports that an item arrived damaged:

☐ Obtain order number

☐ Request photographs of the item

☐ Request photographs of packaging where useful

☐ Record the date the complaint was received

☐ Determine whether the damage occurred before or during delivery where possible

☐ Check packaging method

☐ Contact delivery provider if appropriate

☐ Resolve the customer's issue in accordance with applicable consumer obligations

☐ Record the outcome

☐ Review packaging if necessary

Repeated damage to a particular product should trigger a review of its packaging and shipping method.

Customer Information & Privacy

Customer information must only be collected and used for legitimate business purposes and handled securely.

Regularly check:

☐ Privacy Policy is accessible

☐ Customer information is not unnecessarily exposed

☐ Website accounts are protected

☐ Strong passwords are used

☐ Two-factor authentication is enabled where available

☐ Website/software updates are maintained

☐ Access to business systems is limited appropriately

Australian government guidance recommends strong passwords, two-factor authentication and appropriate security measures for business websites.

19. Reviews & Testimonials

Customer reviews should be genuine and accurately represented.

We do not create, alter or arrange fake or misleading reviews.

If requesting reviews from customers, we will:

☐ Ask appropriately

☐ Do not pressure customers to leave a positive review

☐ Do not alter customer comments to change their meaning

☐ Clearly disclose any incentivised review arrangement where required

Australian guidance states that fake or misleading reviews can breach Australian Consumer Law.

Website Security Check

At least monthly, we will:

☐ Check website software/platform notifications

☐ Check payment system status

☐ Check administrator access

☐ Review password security

☐ Confirm two-factor authentication

☐ Check for suspicious activity

☐ Confirm backups or platform recovery arrangements where applicable

Any suspected security breach should be investigated promptly.

Monthly Website Quality Audit

Once each month, complete a full website check.

MONTHLY QUALITY CONTROL CHECKLIST

Products

☐ Product descriptions accurate

☐ Prices accurate

☐ Stock accurate

☐ Photographs accurate

☐ Sold-out products correctly marked

Workshops

☐ Dates correct

☐ Times correct

☐ Places available correctly displayed

☐ Prices correct

☐ Booking system working

Website

☐ Links working

☐ Contact form working

☐ Shopping cart working

☐ Checkout working

☐ Payment system working

☐ Mobile version checked

☐ Desktop version checked

Customer information

☐ Shipping information current

☐ Returns information current

☐ Terms & Conditions current

☐ Privacy information current

Presentation

☐ No outdated promotions

☐ No spelling errors

☐ Images displaying correctly

☐ Homepage current

☐ Seasonal information updated

Quarterly Business Review

Every three months, review:

- Best-selling products

- Products with repeated customer questions

- Products with returns or damage

- Workshop attendance

- Customer feedback

- Website enquiries

- Website sales

- Abandoned carts where available

- Shipping problems

- Product photography

- Website navigation

- Customer experience

- New products required

- Products that should be discontinued

Use customer feedback and website performance information to make improvements.

Quality Improvement Record

Any recurring problem should be recorded, by Owner Operator.

Date| Issue| Product/Page| Action Taken| Result

Examples:

- Ceramic flowers repeatedly damaged during delivery.

- Customers confused about pack quantities.

- Workshop booking information incorrect.

- Product photographs not showing true scale.

- Customers asking the same question about outdoor suitability.

- Checkout problem identified.

- Shipping information needs updating.

24. Responsibility

Website owner/operator: At The Blue Cottage

The person responsible for the website should ensure that:

1. Website information remains accurate.

2. Products meet the required quality standard.

3. Orders are checked before dispatch.

4. Customer issues are recorded and resolved.

5. Website functionality is regularly tested.

6. Policies remain current.

7. Website security is maintained.

8. Quality-control records are retained.

uality Standard

The overall standard for At The Blue Cottage is:

“If it is not accurate, safe, presentable and ready for the customer, it should not be listed, sold or dispatched.”

The aim is not to remove the natural character of handmade work. Minor variations that are a normal feature of handmade ceramics and mosaics should be communicated honestly and considered part of the handmade nature of the product.

Final Pre-Publication Checklist

Before publishing any new product, workshop or major website change:

☐ Information checked

☐ Price checked

☐ Photograph checked

☐ Description checked

☐ Stock checked

☐ Shipping information checked

☐ Links checked

☐ Mobile display checked

☐ Checkout/booking tested where applicable

☐ Final spelling/grammar check completed

☐ Content approved for publication

Approved by: __________________________

Date: _________________________________

Next Review Date: ____________________