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CUSTOMER SERVICE

H B Fuller Damaged Shipment Policy

H B. Fuller is asking that you take the following steps prior to accepting the shipment by signing the delivery receipt:
  • Properly inspect the shipment for damage
  • Check the freeze indicators (freeze indicators will identify material that has been exposed to temperatures below 32 degrees after 30 minutes)
  • Check the condition of the packaging
  • Check for leaks, dents and on waterbase product for frost or ice crystals
  • Count the shipping units and verify with delivery receipt count
If any of the above conditions exist make a notation on the delivery receipt explaining the specific condition of the shipment before signing and accepting or refusing the shipment.

For Prepaid & Add or Prepaid shipments, if damage has been noted, please contact your H.B. Fuller customer service rep.

For Collect shipments, if damage has been noted, please contact the carrier immediately. The customer must handle resolution of claim directly with the carrier. This also applies if collect shipment is refused.


Credit Holds and the Effect on Lead-Times:

A lot of our distributor partners have been working with us for over a year under the new agreement, and the issue of credit holds has come up several times. In order to minimize the effect on your orders, I thought it would be best to address it in this article.

Whenever an order goes on credit hold for past due invoices or exceeding the credit limit, it sits in limbo in the system until the issue is taken care of through the credit department. The plants cannot acknowledge an order until it is off credit hold, so it is imperative that you all work with your account managers and the credit department to rectify the situation. The CSR group will advise the distributor when they are put on hold and why, then will advise the account manager so they can follow it through the system.

The lead-time does not begin until the order is taken off hold, so please be diligent in maintaining your account so we can ship the products as expected. Your business is greatly appreciated and we enjoy working with all of you! If you would like a copy of the lead-time procedure, just give your CSR a call and we will fax it to you.

Thank you for your support!

Sincerely,

Customer Service