1st INTERNAL ASSESMENT, LAW OF CRIME

NEGOTIATION INTERNAL
(For Responding Party: Bakecart )

TEAM NAME
SHRUTI KHATRI & ARYA KAILABAG

COURSE: B.B.A. LL.B

PRN: 19010422019 & 19010422011
SECTION: “C”
SUBJECT: ALTERNATIVE DISPUTE RESOLUTION
INTERNAL: NEGOTIATION PLAN (DAY 4)
SUBMITTED TO: MISS NUVITA KALRA

1
GOALS & OBJECTIVES

To reach an amicable mutually beneficial solution and resolve all the issues between Mrs.
Kapoor and Bakecart to settle the dispute. 

STRATEGIC STRONG POINTS:

1. Bakecart, a popular e-commerce platform which provides products exclusively for
baking purposes.
2. According to Bakecart’s return policy defective products cannot be return after 10
days and used utensils cannot be accepted for return/exchange.
3. It was the responsibility of Mrs. Kapoor to read the return policy that was issued with
the package of utensils. However, it may be possible she did not even read or check
the utensils on time.
4. After using the utensils a couple of times maybe it was Mrs. Kapoor’s fault for using
it incorrectly and that caused a product to be damaged or defective. 
5. It’s not the fault of our company since two of the three utensils are working correctly.
6. It is possible that Mrs. Kapoor does not know how to use certain equipment correctly
despite not having taken any baking classes. Before using the equipment, she should
have taken some training related to its use.
7. When it comes to checking the product as soon as it was delivered, moreover personal
issues cannot be taken into account. Mrs. Kapoor is responsible for not checking the
equipment in allotted time period, and has approached / contacted us after the return
policy expired.
8. Our return policy was explained to Mrs. Kapoor immediately after we received her
complaint regarding the defective product.

STRATEGIC WEAK POINTS:

1. Whenever a customer has a grievance, it is the seller's responsibility to attend and
respond the calls/messages/e-mails multiple times.
2.  Bakecart must cross-check whether their customer is satisfied with the product
delivered to them by taking feedback from customer.

2
UNDERLYING NEED & INTEREST:
1. The company cannot change their policy according to the needs of customers.
2. The company cannot entertain single type grievances multiple times.
3. Since the company is not responsible for Mrs. Kapoor's grievances, no refund will be
provided.
4. Neither any return nor exchange will be provided by the company.

BATNA
To proceed with the process of mediation for the settlement of the dispute between Mrs.
Kapoor and Bakecart.

WATNA
To provide refund of the utensil or exchange the defective utensil with new utensil.