Week 12
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ESSENTIALS - CLAIMS


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Complete customer satisfaction is a primary Raker objective. Throughout the claim process, we strive to maintain open communication among the customer, brokerage, and Raker.

Complete customer satisfaction is a primary Raker objective. Throughout the claim process, we strive to maintain open communication among the customer, brokerage, and Raker

We divide Claims into three categories: Delivery, Shortage, and Quality.

DELIVERY
A Delivery Claim may include: box missing from shipment, visible damage to shipping container (box, cradle, cart, etc.), frozen material, unordered material included in shipment, or any additional delivery issues.

1. At time of receipt, Customer must report claim to freight carrier. Following this report, Customer must contact Raker.

2. Within 24 hours, Customer must contact Broker.

3. Within 24 hours, Broker must contact Raker.

SHORTAGE
A Shortage Claim may include: tray short of guaranteed cell count or tray missing from order.

1. Within 24 hours, Customer must contact Broker.

2. Within 7 days, Broker must contact Raker.

QUALITY
A Quality Claim may include: suspected disease, suspected fertility issue, poor or over-rooting, pest issues, wrong plants, wrong tray size, poor tone, too dry or wet, broken plants, jumbled plants, or any additional quality issues.

1. Within 24 hours, Customer must contact Broker.

2. Within 24 hours, Broker must contact Raker.

CLAIM INFORMATION
Timing is critical – especially with delivery claims. When you receive a shipment, please review your material and report visible damage to the freight carrier immediately upon delivery.

When reporting a claim to Raker, please include: Customer contact/broker/sales representative, Shipping address, Telephone & facsimile numbers, E-mail address, Claim information & digital images, Possible suggestions for replacement material, Receipt date, Delivery method

Raker prefers digital images (photos) to show damage or quality concerns.

CONNECT
Louie LaMothe
louielamothe@raker.com
517.542.4518