Introduction
Phoenix strives to maintain a high standard of service. However, there may be instances where our service falls short of your expectations, necessitating the need to raise a credit claim. This guide outlines the process of reporting a claim through the help center and details the specific limitations associated with each type of claim.
This modification guarantees that every claim is promptly logged and processed, thereby minimizing the likelihood of encountering unresolved historical claims due to the absence of relevant evidence.
Types of claim
Customers can request a credit for the following reasons;
01 Missing items from order
02 Ordered In Error (OIE) – customer decides not to keep goods
05 Picking Error – The warehouse has picked a different item than the one invoiced
41 Short-dated – customer returns an item they feel is short-dated
42 Damaged/faulty - customer returns back damaged/faulty items
How to raise a claim
Report via the help button in the bottom right corner
To create a new ticket:
Click "Messages."
Scroll down to the "Create a ticket" section.
Select the appropriate claim type.
4. After you've indicated the type of claim you wish to file, we will ask you to create a ticket. A ticket allows us to track the claim before a claim reference has been created.
5 . Subsequently, complete the necessary details on the ticket and select the "create ticket" button.
After the ticket is generated, we'll kickstart the processing of your claim and assign a unique claim reference number.
Once the claim reference number is assigned, a notification will be sent through the chat messenger, and the ticket will be marked as closed. We communicate the outcome of your claim via email within 10 working days. A summary of the conversation will be emailed to the provided address.
Please make sure to return any pertinent items in your upcoming scheduled delivery, and please annotate the return with the designated claim reference number. This step is crucial for our depot team to effectively match your physical return with the electronic claim. Your cooperation is appreciated in ensuring a smooth and accurate return process.
If you need any further assistance or encounter issues, you can reopen the conversation in the help center.
Limits
Missing Lines from Order (01)
Claims for lines missing from an order (excluding a full tote) will undergo investigation only if the missing claim is submitted within 3 days of the invoice date.
Missing Totes:
If a tote is not received after ordering, it may be difficult to detect its absence, as the invoice often accompanies the tote.
Please note:
All invoices are available to view and download on Procure Plus daily.
Please review your statement provided by email from our credit control team and discuss any issues found.
Important:
Missing tote claims must be submitted within three months of the invoice date. This is the only claim type with a longer timeframe.
Claims for other issues must be submitted within three days of the invoice date.
Ordered In Error – Customer Decides Not to Keep Goods (02)
Credits for items Ordered In Error (OIE) will only be issued if the items are returned within 3 days of the invoice date. Fridges and controlled drugs are not returnable in the event of OIE.
Picking Error – Warehouse Picked a Different Item Than Invoiced (05)
Claims will only be investigated if the incorrect item is returned within 3 days of the invoice date. While customers may keep the incorrect item, this must be agreed upon by Customer Services via the help center.
Short Dated – Customer Returns an Item They Feel Is Short Dated/ Short Expiry Date (41)
Phoenix endeavors to provide at least 3 months of shelf life where possible. However, in some cases, this is not possible. Claims must be raised within 3 working days of the invoice.
Damaged/Faulty - Customer Sends Back Damaged/Faulty Items (42)
Credits for damaged or faulty items will only be issued if the item is returned within 3 days of the invoice date.
Non-Returnable Items
Fridge items are not returnable in the event of OIE.
If customers need to return a fridge item, they must first obtain a returns reference, approval for the return, and a collection note before handing the items to the driver. Failure to follow this process will result in the rejection of the claim without investigation.
Controlled drugs are not returnable in the event of OIE.
If customers need to return a controlled drug, they must first obtain a returns reference, approval for the return, and a collection note before handing the items to the driver. Failure to follow this process will result in the rejection of the claim without investigation.
If reporting timelines are not followed claims will be rejected.
Response Notification
You will receive an email notification once a decision has been made on your claim.
Historical Claims (Greater than 3 months)
If a historical claim is raised, and hospital trusts are unable to furnish a claim reference number, the claim will be regarded as not reported within the specified timeframe and, consequently, rejected.
Response Timelines
Phoenix aims to deliver a resolution to any service complaints within 10 working days. It's essential to acknowledge that these timelines may extend during peak periods, such as the holiday season, due to increased demand.
Escalation Process
If, for any reason, you wish to appeal the outcome of a claim, please reach out to your Key Account Manager. If you remain unsatisfied with the response, you can escalate the matter by contacting Stuart Haywood, Sales Controller - Hospital Solutions, at shaywood@phoenixmedical.co.uk.