Customer manual 2024

Service returns • The point of sale reports the return request to Lekkerland Customer Service. • Based on a number of criteria it is decided whether or not to approve the request. When assessing whether the HACCP rules have been violated, whether it concerns an active item and whether the report falls within the reporting date. • In case the request is rejected, the point of sale is informed. • If the request is approved, Lekkerland Customer Service creates a return slip, which is presented by the Lekkerland driver on the next delivery. • The point of sale employee ensures that, after confirmation from Lekkerland that returns are approved, the item to be returned is ready for collection. • On transferring the return, the customer must keep a copy of the signed return slip for its own records. • Once the item is returned, Lekkerland will process the return and the point of sale will be credited.

In the case of wholesale product range, the Lekker land Category Manager or the customer in the case of customer-specific product range determines, in cooperation with the supplier and Lekkerland Quality Management, which follow-up steps will be taken. Based on the seriousness of the quality deviation, the following scenarios are possible: 1. The item can be used. The complaint report is processed administratively and does not result in a crediting. 2. The item cannot be used; the entire order unit does not meet the quality requirements. Thus, there is a complete loss. • Lekkerland fully credits the item and creates a return slip if necessary. • The point of sale will be informed of this by Lekkerland. • If a return slip is created then the Lekkerland driver will take the item back on the next delivery or have it destroyed after counting at the point of sale. 3. The item cannot be used in part; part of the order unit does not meet the quality requirements. Thus, there is partial loss. 4. • Lekkerland partially credits the item and possibly creates a return slip. • The point of sale is informed of this by Lekkerland. • If a return slip is created then the Lekkerland driver will take the item back on the next delivery or have it destroyed after counting at the point of sale. 5. The nature of the complaint about the item is of such seriousness that there is reason to block or recall the stock. In the latter case we speak of a recall. The consequences and procedures are des cribed earlier in the section on Quality

Service return/return action.

A service return is the return of an item ordered incorrectly by the point of sale. There are always costs associated with this, which are determined by mutual agreement. Lekkerland uses two different streams for service returns:

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