COURSE OF COMPLAINT HANDLING
RULES OF COMMUNICATION BETWEEN THE APPLICANT AND THE PERSON ACCEPTING THE COMPLAINT
Complaints about goods must be submitted in WRITTEN FORM: via e-mail - as a message sent to the following e-mail address of DR. MARCUS: anna.laskowska@dr-marcus.com and to the email of the sales supervisor, or in the form of a written document. An attachment to such a message helpful for the transmission of all data necessary for the acceptance and consideration of the complaint is the FP 09-5 A COMPLAINT FORM valid under this procedure, containing the data of the applicant, the data of the advertised goods and the data of the person making the complaint.
Each reported COMPLAINT SHOULD INCLUDE: recipient data (number and name of the customer, name and surname, telephone number and e-mail address of the person reporting the complaint) delivery data (number of the WZ document or invoice number, date of delivery, place of delivery, data of the advertised article: index number and name of the article, quantity of the advertised assortment, lot number, if such number appears on the product, brief description of irregularities. In the cases mentioned in this procedure (types of complaints) must be confirmed by photographic material identifying the product and its defect, and the submission of product samples.
5. DEADLINE FOR FILING COMPLAINTS
Complaints, depending on the type, should be reported:
- at the time of verification of delivery - incorrect quantity of delivered packages (pallets), error in the release of goods,
- still on the day of its realization, the next day at the latest - incorrect quantity of unit packs in the collective packaging,
- not later than 7 (seven) days from the date of delivery - damage to packages inside the pallet and damage to unit packages delivered in bulk packaging,
- immediately, no later than within 14 (fourteen) days from the date of delivery - delivery by DR. MARCUS goods that do not comply with the order in terms of quality.
DR. MARCUS shall be entitled to refuse to accept complaints submitted after the expiration of the time limits indicated above for individual cases, as well as to refuse to accept complaints regarding products as to which the complainant fails to provide evidence identifying the product and its defect. The assessment regarding the credibility, reliability and completeness of the provided evidence is handled by DR. MARCUS.
6. METHOD OF ADDITIONAL DOCUMENTATION OF COMPLAINTS
The complaint, in addition to maintaining the WRITTEN FORM of notification, should be documented PHOTOGRAPHICALLY according to its type (A/ quality complaint, B/ quantity complaint, C/ damage complaint, D/ price complaint). All attached documents: e-mail message, application form, complaint report and photos (article + label), should be legible and should confirm the circumstances for which the complaint is made:
A/ QUALITY COMPLAINT (goods, packaging, labels) -should be reported immediately, but no later than within 14 (fourteen) days from the date of delivery and should include: a photo of the advertised bulk or unit packaging with a visible label identifying the name of the product, batch number if the product has one and its expiration or production date, a photo showing quality defects (in the case of irregularities concerning. In the case of irregularities concerning a dozen or more goods, the photos must document the defect in a minimum of 10 cases), an application form confirmed by the legible signature of the person submitting the document, or a complaint report with the indicated deficiency. In the case of a quality complaint about a product within the manufacturer's guaranteed shelf life, a document confirming that the CUSTOMER has ensured proper storage conditions for the advertised products and a minimum of ten (10) defective items per type of product, and in the case of an order whose quantity does not exceed 100 items per type of product - a minimum of five (5) items per type of product.
B/ QUANTITATIVE COMPLAINT (goods) - In the case of inconsistencies in the quantity of bulk packaging and unit packaging visible at the time of delivery, because delivered without the original bulk packaging or in open transport packaging, it should be reported already at the time of delivery and documented by a complaint report signed legibly by the representing parties (recipient and supplier or carrier). In the case of inconsistency in the quantity of unit packs of goods delivered in closed packages, it should be reported immediately after delivery, but no later than within 7 (seven) days from the date of delivery and is to include: a photo showing the incorrect quantity of unit packs in an open package, a photo identifying the advertised goods (name, batch number, if such product has an expiration or production date). In the case of assortment discrepancy of products delivered in closed bulk packages, it shall be reported no later than 7 (seven) days from the date of delivery and is to include photos of all discrepant packages taken in such a way that the discrepant goods are visible + the correct label or print of the package identifying the advertised goods (name, lot number, if the product has such, expiration or production date).
C/ COMPLAINT OF PACKAGING DAMAGE - In the case of damage to bulk packaging and unit packaging visible at the time of delivery, because delivered without the original bulk packaging and in open transport packaging, it should be reported already at the time of delivery and documented by a complaint report signed by the representing parties (recipient and supplier or transporter) with attached photos or monitoring recording. In the case of damage to collective packaging and individual packages not visible at the time of delivery, because delivered in original, undamaged transport packaging (pallet protected by stretch film, undamaged packaging containing damaged goods inside) should be reported no later than within 7 (seven) days from the date of delivery, and is to include: a photo of the damaged package or piece with a visible label (in the case of irregularities concerning damage to several, or more, packages, or pieces with a visible label). In the case of irregularities concerning damage to several or more packages, the photos must document damage to a minimum of 5 packages), a photo identifying the advertised goods (name, batch number, if the product has one, expiration or production date).
D/ PRICE COMPLAINT - documentation confirming the product offered by DR. MARCUS and accepted by the CUSTOMER price list, or e-mail correspondence on the matter. The complaint should be submitted immediately after delivery, but no later than within 7 (seven) days from the date of the invoice. Until the complaint regarding the quality or damage of the goods delivered and accepted by the CUSTOMER is considered, the subject of the complaint must be available to the representative of DR. MARCUS in order to verify the legitimacy of the claim. In case of damage to the packaging of the delivered goods, the CUSTOMER is obliged, to the best of his/her ability, to take measures to limit the extent of the damage.
6. COMPLAINT PROCESSING TIME
The complaint process begins at the moment of its written notification to an employee of DR. MARCUS competent and authorized to contact the CUSTOMER.
The process of complaint processing is the fastest when it is reported directly to the complaint cell of the branch realizing the delivery of the advertised product.
In the absence of complete documentary evidence as described in this procedure or required in a special case not described herein, the employee of the Claims Department, after an initial review of the reasonableness and completeness of the claim, shall inform the notifying CUSTOMER of the deficiencies occurring or of additional documents and evidence needed for its consideration.
Failure of the CUSTOMER to present all documents and information indicated by DR. MARCUS of all necessary documents and information may result in refusal to consider the complaint as valid.
The time for DR. MARCUS to a complaint submitted by the CUSTOMER (entrepreneur's complaint) is a maximum of 14 (fourteen) working days from its submission. This is also the time provided for by the present procedure to carry out the complaint procedure and consider the complaint, provided that already at the moment of its notification it was complete (it contained all the data provided by the CUSTOMER necessary for conducting the complaint procedure). The time for processing the complaint and providing a final answer may be extended in case of the need to obtain additional information, other evidence of nonconformity, examination of other samples/batch or performance of additional tests or analyses.
7. FORM OF RECORDING AND PROCESSING OF COMPLAINTS
All complaints received from CUSTOMERS are recorded in the system of DR. MARCUS, in accordance with the guidelines of DR. MARCUS International sp. z o.o., regarding the handling of complaints. The documentation is checked by an employee of the sales department in terms of its completeness, and then forwarded to the actual or potential place where the nonconformity arose (the department of the company responsible for a given process) where an analysis of the nonconformity is carried out and the reason for the nonconformity is explained and corrective and remedial actions are taken.
After positive verification of the validity of the complaint DR. MARCUS makes a decision regarding the complained goods. The basic procedure to be followed in such a case is to replace the goods with defect-free goods. As an alternative to replacing the goods with defect-free goods, it is also permissible to accept the complaint by disposing of the goods. If the product defect does not directly affect the quality and safety of the product, a price discount is also allowed.
If a decision is made to replace the goods with defect-free goods, the CUSTOMER is obliged to prepare the goods for collection by DR. MARCUS, or a carrier indicated by DR. MARCUS. The CUSTOMER is also obliged to confirm with the driver the condition and quantity of the returned goods, which is documented in the claim protocol of DR. MARCUS, or in another shipping document.
In the event that DR. MARCUS decides to dispose of the goods at the CUSTOMER's premises, the basis for issuing an adjustment to the sales invoice will be the goods disposal protocol issued by the CUSTOMER, which should include: the composition of the commission participating in the disposal, the name of the goods, the expiration or production date, the batch number, if the product has one, the number of packages, the date when the disposal was performed, video footage confirming the disposal of the goods.
The final stage of the recognized by DR. MARCUS complaint procedure is to inform the customer of the final decision.
If the complaint is recognized by the disposal of goods - a correction of the invoice is issued by DR. MARCUS within 7 (seven) days from the date of delivery of DR. MARCUS the protocol of disposal of goods. Before ordering the disposal service, written approval of the cost by DR. MARCUS under pain of nullity.
If the claim is not accepted, DR. MARCUS will provide the CUSTOMER with a refusal decision in writing (email message, or letter sent to the CUSTOMER's mailing address), along with the reasons for the refusal.
8. SPECIFIC ARRANGEMENTS FOR THE COURSE OF THE COMPLAINT PROCESS
The products supplied by DR. MARCUS products with visible features indicating a threat to health safety (out-of-date goods, with damaged wrapping, contaminated goods (chemically, physically), may not be placed on the market by the CUSTOMERS.
Complained goods verified negatively by the recipient (CUSTOMER), after the determination made by the recipient (CUSTOMER - contact of the person responsible for purchasing goods) with DR. MARCUS (the person responsible for the supply of goods), when the parties agree on such a procedure, it is possible to leave the claimed goods with the recipient and store them in a place providing proper storage conditions until DR. MARCUS of the complaint application.
