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). A correction request goes directly to the grower for handling. Upon approval, it is processed automatically. A reclamation request is handled by a department of Royal Floraholland.
On this page we explain how to submit a correction or reclamation request for clock or clock presale orders.
Permissions
Submit a correction request on a clock order or clock pre-sale order
It is possible to correct an order that was ordered via the clock or Clock pre-sales directly with the grower. This is useful when the deadline for making a reclamation request has already passed.
You can submit a correction request to the grower by selecting Request correction or complaint via the three dots at the end of the line in the Purchase orders overview.
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.
You also have to 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.
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, rejected or expired). If the grower has not yet responded, you will see when the request expires.
You can use thefilter at the top to search for a specific correction.
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).
Submit a reclamation request on a clock order or clock presale order
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.
Please note!
Reclamations can be submitted until 4:00 PM on the same auction day.
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. Choose Reclamation request.
Next, you can indicate the reason for the reclamation. Is it a quality report or a delivery report? You must choose between a Quality complaint and a Delivery complaint. Depending on your choice, the appropriate department will be engaged.
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.
Once you have submitted the reclamation, it will also appear in the Corrections overview. You can find this overview under Purchasing > Purchase orders > Corrections.
Here you will find all current corrections, cancellations and reclamations and the status behind them (approved or rejected).
Make a reclamation request on your mobile device
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.
Note!
To submit complaints via mobile, only the Dashboard permission is required. All other permissions can be disabled.
If you wish to retain the option to also submit corrections/complaints via laptop/computer, the purchase order permission is also required.
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.
The load carrier contains a series of deligvery notes. The first delivery form is the load carrier receipt, followed by various batch delivery notes. Scanning the correct batch note opens the purchase order in Floriday, where the reclamation request can be made.
You now have the option to submit a Quality or Delivery 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.
Click the Submit button to send the complaint.
Permissions
To submit reclamations via mobile, only permission for the Dashboard is required. All other permissions can be disabled. An user with Administrator rights can invite you to use Floriday.
If you wish to be able to submit corrections/complaints via a laptop or computer as well, access to Purchase orders is also required. Access to Purchase orders is also required to submit corrections to direct orders.