Sometimes the quality or grading of a purchased lot of products is not what the buyer expected on the basis of the supply information. He can submit a product complaint. You can deal with this yourself or authorise us to handle it for you. This is how the procedure works.
There are two options in response to a product complaint:
- You agree on a price correction with the buyer
- You decide to annul the purchase
You decide how we should handle the complaint for you. On My Royal FloraHolland you can specify in the Product complaints menu what your preferences are.
The Product complaints menu
In the first section you specify whether you would prefer us to contact you by telephone or e-mail. And would you like an accompanying photo of the problem or don't need one? And whether the products should be auctioned again or returned to you after a sale is annulled.
NB! This first part applies only to products that are covered by the new quality policy.
The second part of the menu applies to all products for which
the buyer asks for a price correction. You specify here, for
example, that you do not accept price corrections. If you do accept
price corrections, please specify whether you prefer to handle the
processing yourself or to authorise us or your handling company to
NB! You can only agree on price corrections if you enter a telephone number. The best option is a mobile number (0031 6 - in the Netherlands). If you are accessible on another number in the Netherlands, it is important to preface the number with '0031'.
If you do not complete the menu, we shall handle your product complaints in the standard manner, which is:
- Feedback about the complaint by e-mail, without a photo.
- Lots of flowers for which the sale has been annulled are auctioned again.
- Lots of plants for which the sale has been annulled are returned to you.
An exception is made for international suppliers that are represented by a handling company in the Netherlands. In that case, the handling company is authorised to make decisions about any price corrections. You fill in the name of the handling company and change it when you want to authorise someone else.
If you do not want to give the handling company the responsibility for deciding on price corrections, state in the menu that you prefer to handle this yourself or authorise us to do so.
Deviate from your choice
Perhaps you need to deviate once in a while from your choice in the menu. Then call us within one and a half hours of receiving the e-mail message of a product complaint from us and before 16:00 at the latest.
Buyer and supplier agree on a price correction
If the buyer wants to keep the product for a reduced price, he will contact you. You agree jointly on the price correction. Since 1 February 2014 this can only be done with your consent and upon request from you. If you have reached an agreement on the price, the buyer submits the completed reinspection form to the Product Complaints Department.
We then call you to confirm that this arrangement was agreed. If you approve it, we process the discount. If you do not agree with the buyer, you can always ask us to negotiate. We shall act on your behalf to find a solution.
The sale is annulled by Product Complaints
If the buyer does not want to keep the lot, he can submit a product complaint appeal. If the complaint is justified, we shall take the lot back. The buyer requests this by submitting a reinspection form along with the delivery note. We carry out an inspection according to the product specifications.
If we ascertain that the product must be taken back, you have three options:
- Let your product be auctioned (again)
- Pick up your product at your own expense
- Have your product dumped according to the applicable rules
If the buyer's complaint is judged to be justified, you pay the correction costs. We also process the correction in your Quality Index (QI). For advice concerning a price correction, we charge the standard fee for complaint processing. The administrative processing of a price correction is free of charge.
Sometimes the buyer doesn't discover the defect until a day after delivery. For this sort of hidden defects, special agreements have been incorporated in the Royal FloraHolland Auction Regulations.
At the services of Royal FloraHolland Dutch law and the 'Auction Regulations of Royal FloraHolland' are applicable.