Week 42
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ESSENTIALS - CLAIMS


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Complete customer satisfaction is a primary Raker-Roberta’s objective. Throughout the claim process, we strive to maintain open communication among the customer, brokerage, and R2.

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 R2.

2. Within 24 hours, Customer must contact Broker.

3. Within 24 hours, Broker must contact R2.

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 R2.

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 R2.

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 R2, please include: R2 Order number, R2 Invoice, or Broker P.O., and exact numberts of requested items. Missing information will delay processing of the credit request.

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

CONNECT
Kristi Challender
kristichallender@raker.com
517.542.4568