Corrections and product complaints on clock and clock pre-sales orders

When you have placed an order via the clock or in the clock pre-sale, it will appear in Floriday within the purchase orders (Purchasing > Purchase orders). It may happen that an order is not correct and needs to be corrected or reclamated. This can be done in Floriday via a correction or reclamation request (product complain).
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On this page we explain how to submit a correction or reclamation request for clock or clock presale orders.
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How can you submit a correction or cancellation via Floriday? Go to Purchasing > Purchase orders on the left in the Floriday menu. Search for the purchase order you want to correct or complain about. Click on the 3 dots on the right of the screen for the correct purchase order. Select the option via the three dots at the end of the orderline: Request correction or reclamation.

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It is possible to correct an order that was ordered via the clock or clock presales directly with the grower. This is useful when the deadline for making a reclamation request has already passed.

A pop-up will appear. Here you can indicate whether you want to correct or complain (make a reclamation request). The option for a correction request is filled in automatically.
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Fill in the correct information regarding the correction and select Next step at the bottom.
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​In the next screen you give the reason for the correction. It is only possible to make a correction at quality level. You give the reason and the explanation of the request is mandatory. Optionally, photo''s can also be added (up to 8 photo's). Then click on the Submit button at the bottom left.

After correcting a purchase order, the grower receives the correction request that must be approved. The grower has until 5 pm the next business day to respond. If there is no response, the request expires. The correction will only be implemented after approval.

Once you have submitted the correction, it will appear in the Corrections overview. You can find this overview under Purchasing > Purchase orders > Corrections.

Here you will find the current corrections and the status behind them (approved or rejected). If the grower has not yet responded, you will see when the request expires.
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You can use the fields at the top to search for a specific correction, search by grower or select corrections initiated by yourself or by a grower.
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Once the correction is accepted and processed you will see this in the Purchase order overview. On the right side you will see that the correction has been processed with the green icon of the pencil (approved correction).
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Submitting a reclamation request works differently than the correction request. The reclamation request is sent to Royal FloraHolland and does not go to the grower. Based on the type of complaint (Quality or Delivery) it goes to the correct department within Royal FloraHolland.

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Under Purchasing > Purchase orders, you can find the order you want to cancel or make the reclamation about. Click on the 3 dots on the right side of the screen for the correct purchase order. Select the option: Request correction or reclamation.

The following pop-up appears.
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Choose Reclamation request. Here you indicate the return location of the order (where the cart is) and enter the box number where the order is located (you can find this on the delivery note).
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Fill in the correct information and choose Next step.
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In the next step you can indicate the reason for the reclamation. Is it a quality report or a delivery report? You choose the reason for the request and the explanation is mandatory. Optionally, one or more photo's can also be added. Then click on the Submit button at the bottom left.

​Quality
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If you submit a report for Quality, it will be picked up by the Customer Care Center of Royal FloraHolland. They will indicate via Floriday Messenger whether the inspector will come to you, or whether you have to go to the counter yourself with the cart. So make sure you have activated Floriday Messenger (read how to do this in the HelpCenter). It is not possible to respond in Floriday Messenger on this chat.
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​Delivery
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If you submit a report for Delivery, it will be picked up by Search & Correction. This will be processed in the same way as you are used to when you report this to them by telephone.
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Once you have submitted the reclamation, it will also appear in the Corrections overview. You can find this overview under Purchasing > Purchase orders > Corrections.
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Here you will find all current corrections, cancellations and complaints and the status behind them (approved or rejected).
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You can now also file a reclamation request (complaint) via your mobile phone. This allows you to easily scan the delivery note and file your complaint.

You can easily install Floriday on your mobile phone's home screen. This makes it look like an app, but you'll be redirected to the Floriday browser. Learn how to do this for iPhone here, and how to do it for Samsung here!

Open Floriday in your phone's internet browser. You can log in there, which will take you to the Floriday Dashboard. Then, click the green button at the bottom to open the scanner.

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The load carrier contains a series of receipts. The first receipt is the load carrier receipt, followed by various batch receipts. Scanning the correct batch receipt opens the purchase order in Floriday, where the reclamation request can be made.

You now have the option to submit a Quality or Search & Correction complaint. You also provide the reason, an explanation, and optionally, you can include a photo.

Then, below that, you enter the information needed to properly process the reclamation request. When you enter the information, it will be saved on this device. This way, you won't have to enter it again the next time you file a complaint.

If you submit a quality complaint, you'll receive a message via Floriday Messenger letting you know whether an inspector will visit or if you need to come to the counter. You can also check the Royal FloraHolland website for closing times!
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