Top 10 Franchise Issues
Issue tracker will be updated Friday of each week
| Issue | Priority | Notes |
|
Flavor Variety & Inventory |
High |
This is our top concern. Ongoing confusion around flavor availability, portal accuracy and delivery accuracy. |
| Rainforest Fulfillment *full notes here |
High |
Some issues related to Inventory, but other issues are related to Rainforest processes. Some relieved by dual inventory in September, others still need to be identified.
|
| Wrapper Failures | High |
Multiple reports of unsealed pops at events. Confirmed across several territories. We are reviewing processes and making sure this has been resolved.
|
| Frozen Boxes | High |
Boxes (especially in FL) are arriving with ice buildup from refreeze, damaging pops and creating a bad experience. Root cause under review.
|
| Lack of Special Pop Order Visibility | Medium |
Franchisees want better tracking from wrapper design → production → warehouse. R&D working to clarify / streamline the vault flavors
|
| HubSpot Permissions + Contact Ownership Confusion | Medium |
Difficulty editing/viewing deals due to contact ownership.
|
| Missing Flavor Calendar Accuracy / “Flavor at a Glance” Issues | Medium |
The calendar is outdated or inaccurate. A weekly update cadence and system owner are being finalized.
|
| Cart Equipment Issues (flat tires, cold plates, no lift solution) | Low |
Cart tops scraping has been noted to manufacturer and they are looking at it. Cold plates leaking continues to be an issue we are looking into.
|
| Support Response Time | Medium |
Automated email now going out when ticket received. Working towards one day response time. Heading in the right direction
|
| Out-of-Territory Lead Confusion | Low |
This is an ongoing issue. There are concerns around fairness. FAC discussing rotation system; other options being weighed.
|
On Our Radar
-
Campaign Coordination – Looking at ways to better align franchisee participation with HQ-led campaigns.
Resolved
- 7/8/2025 - Portal Accuracy. The portal is now being updated daily with available flavors. We aren't out of the woods yet, because in Atlanta in particular we are still taking manual orders because people are placing orders for future deliveries that the available inventory isn't there yet.
- 7/8/2025 - Support Ticket Auto-Replies – You’ll now get an automatic confirmation email when a ticket is submitted.
- 7/8/2025 - Clone Attack Tool Restored – Key sales tool back online after temporary outage in May. Additionally, you can clone deals natively in HubSpot now.