Inaccurate product photo? Complaints can be submitted as of 1 August 201728 July 2017
Does the product photo not represent the procured products? As of 1 August 2017, customers may submit complaints about inaccurate photos. By introducing this process, we are meeting the number 1 wish of customers for 100% accurate product photos.
We have discussed the issue of accurate photos with growers and customers. What are the opportunities for improvement and what are the constraints? And how can we bring about improvements together? We will use the answers to introduce measures, further sharpen the policy and improve the photo requirements. What will change?
Submit complaints about photos
As of 1 August 2017, customers may submit complaints about inaccurate product photos. We will handle these complaints in the same way as we handle product complaints. Products that mature quickly are of special concern. A representative photo of these types of product is difficult. But the supplier should state any relevant information in the EAB.
If, during our check, we determine that the photo does not represent the product because of unavoidable maturation, we will go ahead and auction the lot. In this case, customers cannot submit complaints about the photo.
More checks and supervision of product photos
We will introduce more checks of product photos and will encourage suppliers to get their photos in order. We will do random checks before the auction. If the photo does not correspond with the product, we will auction the lot at the end. We will also indicate this with a symbol or a text on the auction clock. We will test these procedures with the kalanchoë and the pot hortensia. This will allow us to build up experience so that we can sharpen the policy. Thereafter, the procedures will be extended to all product groups.
Date of photo
Customers do not only want accurate product photos. They also want to know when the photo was taken. We will check if this can be displayed to the customers. We will also reduce the duration that the photos are valid. In consultation with the relevant FPCs, we will experiment with the cut hortensias and the moth orchid. Suppliers of these products will receive detailed information shortly.
Digital is standard
Accurate photos not only allow suppliers to meet the main requirement of customers, they also help suppliers further digitise their operations. This year we will take the next important step towards national virtual auction clocks. We will image auction plants, for which accurate photos are essential. Customers must have the confidence that the photo exactly matches the lot on the clock.
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