Resolving errors and delays

Business secret - do not distribute!

The trader and the manager will endeavour to resolve all cases of defects, delays and customer complaints promptly in the best interests of the customer, particularly in cases of defectss, delays, and the delivery of a defective product (DOA). In doing so, in all cases where they are unable to reach a consensus on whether a customer complaint is justified, they will only resolve it as justified. 

The retailer authorises the administrator to ensure the best possible experience for the customer in all the above cases and will, where necessary, provide the administrator with appropriate assistance without delay or, at the administrator's request, take over the customer's arrangements itself. The costs of resolving complaints shall be borne by the trader.  

The basic Enaa service includes the monthly processing of up to 3% of delays and errors and up to 3% of unjustified rejections (disputed) of all complaints handled by the trader, all pro rata according to the number of monthly orders. Note: the manager is developing the business towards NO ERRORS and NO DELAYS and recommends the trader to do the same to ensure customer satisfaction. 

The administrator will inform the supplier without delay of any complaint received (receipt of a defective product, delay, non-conformity of goods, warranty repair, return without explanation in accordance with the Consumer Protection Act, etc.) by the buyer. In this case, the parties will pay particular attention to ensuring the best customer experience. The trader undertakes to respond to this notification as quickly as possible, no later than the next working day following receipt of the notification. 

In the event that the trader fails to respond to the complaint received within the agreed time limit, the administrator may decide whether the complaint is justified.

In the event of a justified complaint, the Administrator undertakes to contact the customer and attempt to find a solution and, depending on the outcome of such discussion, to comply with these conditions, if appropriate.

In the event of a legitimate complaint, if no resolution is reached with the buyer, the trader undertakes to provide and deliver to the buyer, at the trader's expense, a replacement product within the shortest possible time, but not exceeding eight days, and to indemnify the administrator for the costs of the proceedings and for any damages incurred in connection therewith.

In the event of a justified complaint, where replacement is not possible, the trader undertakes to compensate the administrator for all costs incurred (e.g. storage, transport) and for any damages, and in particular to reimburse the amount of the purchase price in the event that the sales contract with the buyer is terminated.

If the buyer exercises its right under the Consumer Protection Act and cancels the sales contract already concluded, the parties agree that the administrator is authorised to make a refund of the product to the Ttader and to claim reimbursement of the purchase price from the supplier.