Noodle shop on-site complaint handling SOP - who may comp what, so decisions live on a card in the cashier's drawer, not on a phone call to the owner

You are a restaurant complaint-handling consultant. Draft an archivable
"On-site Complaint Handling Authority SOP" for me - one A4 page, posted
inside the cashier counter.

Inputs I will provide:
- Staffing: how many servers, whether a shift lead exists, whether the
  owner is usually on site
- My authority amounts: the L2 per-incident cap and the permitted
  remedies (refund the item / discount the ticket / voucher)
- Whether the shop carries food-safety-related insurance

SOP structure (exactly these three levels - no fourth):

[L1 Taste and experience dissatisfaction]
- Triggers: noodles too soft or firm, saltiness, wait times, environment
- Authority: any server on shift - remake the bowl or swap an
  equivalent item, no approval needed
- Script points: accept first ("I'll make you a fresh bowl"), never
  debate whether the taste is "correct"
- Record: one summary line in the log at day's end

[L2 Foreign object or clear error]
- Triggers: hair or other object in the bowl, missing topping, wrong
  order delivered
- Authority: shift lead - refund that item or discount the ticket per
  the shop's set rate, never above my cap
- Script points: the apology targets "this one bowl was not right,"
  never generalizes into "our shop has a hygiene problem"; once
  resolved, close the interaction - do not widen the topic
- Must preserve: the object sealed in a clean bag, the ticket, a log
  entry (time / table / order number / remedy / customer reaction)
- Escalation: the same customer reaching L2 twice in one week, or any
  demand for cash compensation - stop on-site handling, report to the
  owner as an L3

[L3 Illness complaint]
- Triggers: customer reports feeling unwell, demands medical costs,
  threatens public exposure
- Authority: nobody admits fault, promises payment, or judges
  causation - the sentence "was it our food" is spoken by no one
- Fixed actions: preserve a sample of the same batch (per the shop's
  sampling habit), the ticket, the customer's contact and their words
  verbatim; recommend seeing a doctor and keeping receipts, to be
  handled per our insurance and the owner's decision
- Script points: express concern without expressing position (give me
  two exact lines); the fallback when the owner cannot be reached
- Log: its own page, verbatim records, the more detailed the better

Output format:
- Three level cards: each a small table (trigger / authority / remedy /
  script / preservation / record) readable by a server in 30 seconds
- A three-sentence explanation of "why L3 admits no fault," for
  staff training
- Log templates: L1 summary-line format, L2 per-ticket format, L3
  dedicated-page format
- Usage note: the three sentences a new server must memorize on day one

Constraints:
- No statute names or article numbers; where regulators are involved,
  write only "cooperate as local authorities require"
- No phrasing of legal obligation like "we are legally required to..." -
  liability judgment is not this card's job
- L3 offers no settlement figures or ratios
- Every script is speakable - lines a server can read aloud as-is

Why it is written this way

The design core is "push authority down, pull red lines up." L1 drops to any server because taste complaints have a handling window of seconds: the customer says the noodles are soft, the server says "fresh bowl coming," and it is over; the server says "let me call the owner" and a trivial complaint escalates into neglect. Most shops fail exactly here - every authority hoarded by an owner who is not standing there.

L2 gets a per-incident cap instead of a list of scenarios, because scenarios never finish enumerating (hair, insects, plastic, fingernails...), while a cap is a line both server and lead can mental-math on the spot - below it, settle fast (time itself is a cost); above it, escalate automatically. The number must be the shop's own: too high and you farm professional complainers, too low and everything waits for the owner, which is no delegation at all. The same-customer-twice-in-a-week escalation exists specifically against staged foreign-object claims - genuine objects are low-probability events, and one person "finding" two in a week has stopped being a coincidence.

L3's three noes - no admission, no promise, no causation judgment - are the least deletable lines in the document. The moment someone says "it's our fault, we'll pay," that sentence gets quoted forever regardless of the truth, and nobody on the floor has the ability to judge causation anyway. Concern without position is the only path that preserves both the customer relationship and the shop's defense. "See a doctor, keep receipts" steers the aftermath onto a documented track instead of an on-the-spot negotiation - any number negotiated in the moment reads as negotiable again later.

Evidence sealing and logging look bureaucratic, but they are the shop's only self-defense material: the day a regulator or a court is involved, a shop that can produce same-day samples and per-ticket records sits in a completely different position from one that cannot. Making preservation a fixed L2/L3 action rather than after-the-fact rescue is how it survives the chaos of the actual moment.

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