We wanted to share some positive changes we've made to our Product Quality Assurance and Return Process Policy. We believe these adjustments will contribute to a smoother experience for you. Please take a moment to familiarize yourself with the following updates:
1. Assumption of Responsibility:
We value your partnership, and we want to ensure you are aware and comfortable with your role. As our esteemed Customer, you acknowledge responsibility for all the orders you place.
2. Store Breakage:
a.) In cases of quality concerns falling within the parameters of Broken Cases, if the quantity is 3 cases or less, the Customer is entitled to enlist the services of their designated Labatt driver for the retrieval of the affected cases;
b.) Broken cases above the 3 cases threshold mandate are considered out of norm and initiate an approval cycle involving your assigned Sales Representative. If you do not have a Sales Representative, please reach out to Customer Support through the BEES application. All returns above the threshold must follow the approval process otherwise they will not be picked up by their designated Labatt driver.
3. Freshness:
a.) Returns attributed to freshness necessitate explicit approval from your Sales Representative;
b.) The resolution process entails the Sales Representative engaging in a detailed discussion with the Customer on a proposed acceleration plan prior to going through with a return. Continual challenges trigger the aforementioned approval process.
4. Good Beer Returns:
a.) The returned product must be presented in its original packaging and must adhere to the established quality standards;
b.) Approval for returns is contingent upon the approval of your Sales Representative. We encourage you to analyze good beer returns, helping us work together to minimize future occurrences.
5. Marketplace Products:
Marketplace Products are considered final sales. For this reason, no returns will be allowed. This applies to all marketplace products (such as healthy snacks, iced teas, water, energy drinks, and carbonated beverages) except for Bock/ale products and Romeo's non-alcoholic gin.
6. Communication Protocol:
To enhance communication, we will exclusively use the BEES application via a “pop-up” message for any relevant matters. This streamlined approach ensures a more direct and effective exchange.
This update aims to provide you with a more customer-focused experience. Your cooperation and feedback are invaluable to us. If you have any questions or need clarification, please don't hesitate to reach out to your dedicated Sales Representative.
Thank you for being a valued part of our community.