Fast and professional handling of claims according to your choice
Occasionally, a customer is dissatisfied with a purchase. This is unfortunate of course because you would rather have satisfied customers. The Product Complaints Department of Royal FloraHolland offers suppliers and their customers a simple, fast and professional handling of claims and checks whether a product complaint is justified. You only need to specify in the Product Complaints menu in My Royal FloraHolland how you want us to handle a complaint about your products. Thus, you lose little time dealing with a complaint and you do not damage your business relationships, even when your customer is dissatisfied occasionally.
You will find the rates for this services under 'Other supply rates', on the page: Rates for members and suppliers.
A customer discovers that the quality or grading of a purchased lot of products does not match what he expected on the basis of the product specifications in the supply information. The customer can then submit a product complaint. Within two hours, one of our employees checks whether the complaint is justified. On the 'Product complaints' menu on My Royal FloraHolland, you can specify how Royal FloraHolland should deal with complaints about your products:
Menu not completed
If you do not inform us of your wishes, Royal FloraHolland will use the standard feedback procedure for product complaints via e-mail and without a photo. If the complaint is justified and the sale is annulled, your products will be auctioned a second time. You decide yourself about a possible price correction.
Incidental deviation from your choice
You can always deviate occasionally from the preferences you specified in the menu under the condition that your respond promptly by telephone to the e-mail from the Product Complaints Department. Promptly means within 90 minutes after a product complaint and before 16:00 on the day that you receive the e-mail.
Sale is annulled
If the complaint is justified and the customer does not want to keep the lot, then the Product Complaints staff member will take it back. You can then:
If the complaint is justified and both you and the customer are willing to come to an agreement on a price correction, then the customer will contact you by telephone, unless you have specified that the Product Complaints Department or your agent can handle the price correction on your behalf. Together with the customer, you agree a price correction. You can inform Royal FloraHolland of this correction in two ways:
Sometimes a customer only discovers a deviation the day after delivery. It is likely that this is a 'hidden fault'. This is covered in the Royal FloraHolland Auction Regulations.
NB: justified complaints are processed in your Quality Index (QI), the index that reflects your reliability.