Customer manual 2024

Complaints. Reporting time and manner. Complaint reports must be reported by the point of sale or head office employee within 48 hours of delivery. Reports made later than this deadline will not be considered by Lekkerland. All complaints are sub mitted digitally to Lekkerland, either through Lekker land24 or through your own back office system that communicates directly with Lekkerland. Lekkerland processes the complaint in its system and provides feedback to the customer as soon as possi ble.

What information do you need to provide when reporting a complaint? For complaints, the point of sale employee must provide at least the following information to Lekkerland: • For complaints, the point of sale employee must provide at least the following information to Lekkerland: • Number of the delivery note/ packing slip/ invoice. • Lekkerland item number and item description (and/or an EAN code in the case of a overdelivery report). • Type of complaint. • The quantity received as surplus / short order / in unacceptable condition. • Indicate whether the quantity is in order unit (BE) or consumer unit (CE). • For certain types of complaints it is desirable that a photo of the deviation is attached.

Type of complaint

Description

Report in BE/CE

Photo with report

Order unit or Consumer unit

The item was ordered and invoiced, but not delivered.

Short delivery

No

The item was not ordered and invoiced, but was delivered.

Surplus

Order unit

No

Order unit or Consumer unit

The THT period of the item does not meet the warranty/ is too short.

THT

Yes

Deviations in logistics quality that lead to loss of the item (e.g. collapsed boxes, lea king packages). The item shows deviations in product featu res or specifications. characteristics or specifications. Temperature deviation: The temperature ¬check reveals that the standard is not met and the customer refuses the items in ques tion for this reason. The return of an item (excluding fresh and frozen) ordered incorrectly by the point of sale.

Order unit or Consumer unit

Breakage

Yes

Order unit or Consumer unit

Yes

Item quality

Order unit

No

Order unit or Consumer unit

Service return

No

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