What do I do if I……?

Need a copy of an invoice: If you have access to the internet, you can view your invoices and credit notes online, please refer to our website www.lion.co.nz. Go to “Login” enter your Customer ID, Login ID and password (please call the Contact Centre for this information). Other information available on this site includes price lists, order forms, and product information.

Have a short delivery: Claims for short delivery should be made with the driver at the time of delivery by altering the Proof of Delivery (top copy of the invoice) and having the driver issue a request for credit. The customer and the driver should sign both documents.

Have been sent the wrong product: Call the Contact Centre. We will raise a pick up request in the system to collect the incorrect stock, and enter a new order for the correct product at the same time. Drivers will not take stock away without documentation, so ask the Customer Service Representative to fax or email you a copy of the pick up request they raise. Show it to the driver on the next delivery and they will uplift straight away.

Have stock that has been damaged in transit: Drivers will take back any goods damaged in transit. Please amend the Proof of Delivery, ask the driver to issue a request for credit and remember to sign both documents.

Need to return good stock: Where customers wish to return stock no longer required this must first be approved by your Sales Representative. They will then call the Contact Centre to arrange a pick up.

Have an invoicing error: Please call the Contact Centre as soon as you notice the discrepancy and one of our Customer Service Representatives will organise for the error to be investigated and credits raised where appropriate.

Have a faulty keg: If you have a keg that you suspect is faulty, please call the Contact Centre immediately. The Customer Service Representatives are trained to identify what the issue may be and if required organise for the keg's return for testing.

Order Cut Off Times: Please be aware of your cut off times and ensure that all staff who place orders know this as well. To ensure delivery, all orders must be placed before your cut off time. You can confirm your cut off times with the Contact Centre.