Identification
While we always strive to attain 100% satisfaction with all goods that we buy and sell, from time to time we receive a request to provide a partial credit for a load as a result of a weight discrepancy or an issue with the product quality. It is our job at all times to provide the best customer service to ensure customer satisfaction while at the same time ensure that we have the evidence required to negotiate a fair and reasonable adjustment should one be necessary in a timely manner.
Evidence
Bank & Vogue always require evidence in order to justify all requests for credit adjustment to ensure a fair and reasonable negotiation for any issues that have been raised. Without evidence (i.e. pictures, video, scale tickets etc.) a credit cannot be processed. All evidence must be received within five (5) business days from the receipt of a load. If documentation and evidence is not received within five (5) business days, Bank & Vogue will not process any requests unless otherwise agreed to with a Bank & Vogue representative. While our goal is to resolve all issues as quickly as possible, our investigation process starts once reasonable evidence has been received within the first five days of an issue being identified.
Protection of Property
At no time should product be destroyed prior to documenting and submitting appropriate evidence. In addition, Bank & Vogue must agree that the product can be destroyed before doing so. We may be able to return or redirect product and need to be made aware of any substantive issues. In addition, if products are destroyed without reasonable documentation, we will be unable to process any credits for the product.
Fair and Reasonable Resolution
Bank & Vogue’s commitment to our customers and suppliers will be to always strive for a fair and reasonable resolution to any issues that arise. We commit to you that we will be transparent and provide regular communication in order to resolve any issues as quickly as possible.
