Claim handling procedure
– Export Customer – a procedural outline
- Complaint to the carrier (forwarder) – damaged shipment in delivery / damaged goods in delivery / missing product in delivery.
A complaint is reported to REGIS staff through a Sales Representative / if the customer wishes to report it directly – then it should be sent out to the following e-mail address: customerservice@activlab.eu
Procedure to be followed:
- In the event of an incomplete delivery (damaged goods, missing products in the shipment) – individual arrangements are to be made with the Customer. Usually, this comes down to offering an equivalent within the same range of goods, or alternative goods. Amended invoices are not issued, nor are the defective shipments sent back to the manufacturer (high transport costs, complex customs procedural constraints). The Customer is to receive a range of pre-determined (negotiated) gratuities in the following shipment by way of a compensation.
- In the event when the shipment is complete, i.e. undamaged pallets, the duties of the courier / supplier come to an end (as the carrier is not in any way liable for the contents of the shipment), while the rest is based on mutual trust, i.e. warehouse staff in charge has shipped out the goods correctly, while the Customer has not tried to deceive us.
Quantitative complaint
A complaint is reported to REGIS staff through a Sales Representative / if the customer wishes to report it directly – then it should be sent out to the following e-mail address: customerservice@activlab.eu to be copied to the Sales Support Office (Ms Lucyna Budek and the person directly in charge of handling the orders, i.e. Ms Maria Pawlak or Ms Olesia Suska) and the Controlling Officers (Mr Andrzej Wilk, Ms Monika Niemczyk).
Quality claim (Quality defect in a product)
A complaint is reported to REGIS staff through a Sales Representative / if the customer wishes to report it directly – then it should be sent out to the following e-mail address: customerservice@activlab.eu to be copied to the Sales Support Office (Ms Lucyna Budek and the person directly in charge of handling the orders, i.e. Ms Maria Pawlak or Ms Olesia Suska) and the Controlling Officers (Mr Andrzej Wilk, Ms Monika Niemczyk).