Xoxoday Plum provides valid Proof of Delivery for any disputed reward order and issues a free replacement at no cost when delivery cannot be confirmed, with P1 issues resolved within 8 business hours and P2 issues within 24 business hours.
Proof of Delivery and Free Replacements
For any dispute raised — whether by a recipient, an HR administrator reviewing activity in SAP SuccessFactors or Darwinbox, or a program manager auditing reward fulfillment — Xoxoday Plum retrieves and presents valid Proof of Delivery (POD) documentation. This provides an auditable record that both the sender and recipient can reference. If a POD cannot be furnished or delivery remains unconfirmed, Xoxoday Plum issues a replacement at no additional cost. No manual escalation is required from the business; the resolution is handled directly, keeping the recipient experience frictionless.Priority Classification: P1 and P2
Xoxoday Plum distinguishes between two priority tiers to allocate support resources based on business impact. P1 issues cover time-sensitive, high-impact situations — for example, a batch of employee anniversary vouchers that went entirely undelivered ahead of a recognition event, or a critical gift code that failed to reach its recipient. These cases require immediate action and are treated with the highest urgency. P2 issues are moderately urgent and typically involve correctness errors rather than complete non-delivery — such as a voucher issued with an incorrect denomination or a recipient name mismatch on a physical reward. While they need prompt resolution, they are less operationally disruptive. Across both tiers, Xoxoday Plum’s support team responds within 4 business hours of a ticket being raised. Resolution is completed within 8 business hours for P1 and within 24 business hours for P2 issues.What This Means for Program Administrators
For HR and operations teams running reward programs at scale — including those integrated with Workday, SAP SuccessFactors, or Darwinbox — this SLA structure provides a reliable baseline to communicate to employees. When a reward goes missing ahead of a milestone or deadline, there is no need to chase logistics partners manually; Xoxoday Plum owns the resolution end to end. The platform’s order traceability also supports audit requirements for organizations operating under compliance frameworks such as ISO 27001 or SOC 2 Type II, where documented proof of fulfillment may be required during vendor reviews or internal audits. As a practical example: if a new hire at a company using Slack-based recognition receives a welcome gift that never arrives, the HR administrator raises a dispute directly within Xoxoday Plum. A replacement is issued at no cost, and the matter is resolved without disrupting the broader recognition workflow. Learn more: Xoxoday Plum Help Centre — Customer ServiceHow does Xoxoday Plum track reward delivery status?
Understand how end-to-end order traceability works across physical gifts, vouchers, and digital rewards.
What are Xoxoday Plum's support response time SLAs?
A full breakdown of support priority tiers, response windows, and escalation paths for platform issues.