We help Sun Basket lovers like you answer questions from other customers and earn cash rewards through our app. Here’s a quick recap of what you’ll do as a Sun Basket Expert.

  • RESPOND to questions in your task list
  • REVIEW answers from other Sun Basket Experts
  • EARN money and rewards when your answers are reviewed postiively by the Expert community
  • RECEIVE CUSTOMER RATINGS on your answers, which will be displayed on the app as your rating

 

And what topics can I NOT answer? 

  • Complaints - dissatisfaction about delivery or subscription
  • Ingredients and allergen information
  • Partnership requests or business proposals
  • Negative feedback (quality of product)
  • Credit and Refund requests
  • Damaged Item or Multiple Items Damaged

Ok, take me through the topics I CAN answer

How do I sign up?

Customers can sign up for Sun Basket on our website. The sign-up process is designed to be simple and fast, and you're here to help address customers' questions about joining, managing account settings or ordering our delicious baskets.

There are 4 easy steps to sign up:

  • Account creation: Create your account username and password
  • Customize: Customize the number of people you are cooking for, recipes per week, default meal plan and delivery
  • Order: Select the recipes for your first basket
  • Pay: Enter billing details and confirm subscription

How do I track my order?

Customers can track their baskets via the order confirmation email. The carrier is based on ship location and date. They can also check the delivery dates available in their area by visiting this link.

On the scheduled delivery day, customers will receive an email informing their basket is on it's way. Customers can retrieve their tracking number from this email or from the "Past deliveries" section of their account. Sun Basket delivers Monday to Thursday, and the delivery window is from 8 am to 9 pm on the scheduled delivery day.

What is the Sun Basket Delivery Zone


Customers will want to know if Sun Basket delivers to their area. Currently, baskets are being shipped to 47 states in the United States, excluding Alaska, Hawaii, Montana, and parts of New Mexico. Check to see if your state is included by following this link.

If customers have experienced issues with the delivery, (for e.g., deliveries left at the wrong place), please forward to the Customer Service team.

Sourcing, Recipe and Weekly Menu Inquiries

Sun Basket's sourcing philosophies are rooted in the detail, care and footwork put into finding the best ingredients for their boxes. Chef Justine helped build the strong relationships Sun Basket developed with farmers and purveyors around the country. These types of close relationships help direct the brand's strong commitment to supporting responsible, sustainable and premium farms. For more information about farms Sun Basket partners with, click this link.

Ingredients: Sun Basket is committed to providing the best clean food from suppliers with sustainable and humane practices. For more information about our organic sourcing practices, check this link.

Recipes and Weekly Menus: Customers can find out what is included in the weekly menus on the Sun Basket website. Recipes are also provided. The mobile app is a great resource for recipe cards and cooking tips. Do advise the customer to download it to get access to great recipes on the go.

Pantry Essentials:
When cooking with Sun Basket, customers will have all the ingredients they need to cook healthy, delicious meals. In addition to the ingredients, customers will need to stock a few cooking essentials such as salt, olive or sunflower oil, a spatula and basic pots and pans.

Enjoy the gift of giving

If a customer wants to send a gift, they can go to this link on the website. Read more about the terms and conditions of gifting Sun Basket here.

When an active customer receives a gift, they must follow the link provided in the gift email to activate the gift, otherwise they'll be charged as usual.

Customers can refer a friend and earn $40 on their next order! They need to sign into their Sun Basket account and click the Earn $40 tab at the top or visit www.sunbasket.com/refer-a-friend to get their personal link. This link is then sent to friends either on Facebook, Twitter or via email. Sun Basket sends a notification email when your friend completes their first order. Credits will be automatically applied to your future delivery. You can view your credits through your account settings under Credits & coupons.

Schedule Inquiries

How can I schedule my delivery when going out of town? Where can I find the nutrition information for next week’s meals? As a Sun Basket Expert, you can help answer these types of questions.

Skip a delivery: Got a holiday planned? Since the service is subscription-based, customers will receive a Basket each week unless they skip or cancel a delivery. To skip a week, go to Schedule and change to your preferred date. You will not be charged when you skip a week prior to the weekly cut off. The weekly cut off is Wednesday 12 pm PST/ 3 pm EST.

Managing Account Settings and Subscriptions

You can help customers change their meal plan and manage their weekly deliveries. Guide them to click on the menu in the upper right, click on My Account , and click Edit to update information accordingly.

Promotions

There will be fun promotions and offers happening all year round. Always check the Knowledge tab in your app for updates and the latest information to ensure you can help other customers.

Late Delivery

You can help the customer out when their order has arrived late. First, you would need to let the customer know that the delivery can arrive until 20:00 of the day it is expected to arrive mentioned by the courier and if it does not arrive to contact again.

If the customer contacts again stating that their order arrived late, different scenarios would apply depending on how delayed their order was. If it was one day late you let the customer know 1 week of free shipping credit will be applied. If 2 days late then 2 weeks of free shipping credit. If it has been 3 or more days, then the full credit will be applied to the account.

Note – When responding to these queries there will be relevant ‘Response Codes’. It is important they are coded correctly as this will impact what credit the customer will receive.

Full Box Damaged

When boxes are in transit there is a possibility that the box may become damaged in transit. If a customer contacts claiming that their box is damaged, you can advise the customer that a full credit will be applied to their account.

For any queries related to damaged produce inside the boxes please FORWARD these queries.

Negative/Positive Feedback

Customers may give some negative feedback about a product or a service. Always remember to be emphatic with the customer and take the appropriate action.

If a customer is contacting about the quality of a product in their box this would need to be forwarded to the Sun Basket team, along with any feedback where the customer mentions that they are going to contact regulatory bodies. Please add a note stating this when forwarding the query.

However, if the customer is giving feedback about a recipe or down to the service availability you can respond to these with the appropriate template.

There will also be queries where customers give positive feedback on how great Sun Basket is!

Change Delivery Day

If a customer needs to change their delivery date of their order, they can do this up to 24 hours before their next delivery date is due. They can do this by going onto this page - https://sunbasket.com/service-availability.

What's next?

Ready to take the Sun Basket quiz? Once you complete the quiz, our team will give you feedback.