{"sender":{"name":"Nordstrand Fulfilment BV","address":"Weesperstraat 44, 1018 DN Amsterdam, Netherlands"},"recipient":{"name":"Acme Supplies SRL","address":"Rue de la Loi 100, 1040 Brussels, Belgium"},"reference":"APOL-2026-0087","letter_date":"2026-04-08","incident":{"date":"2026-04-02","description":"Your consolidated dispatch for purchase order ACM-PO-24078 (14 pallets) was mis-routed at our Antwerp cross-dock and delivered to your Liege store 72 hours later than scheduled, in two partial drops rather than a single consolidated one."},"impact":"We fully understand the operational impact: your Liege store had to run with reduced stock across the Easter weekend, shelf gaps were observed on six SKUs during Saturday's peak, and your team had to re-plan two promotional end-caps at short notice. We also acknowledge the additional manual receiving work caused by the two-drop split.","responsibility_statement":"The mis-routing is solely attributable to a human error at our Antwerp cross-dock: a wave-release override was entered against the wrong dispatch zone by one of our shift supervisors. No process step was followed that should have flagged the error in time. The responsibility rests entirely with us.","remedy":"As immediate redress, we are (i) waiving the full handling and transport charge for PO ACM-PO-24078 (EUR 1,820 excl. VAT), (ii) applying a 10% service credit on your April 2026 invoice, and (iii) reimbursing the documented EUR 640 of additional receiving hours incurred by your Liege team, on presentation of the internal timesheet. The corresponding credit note will reach you within 10 working days.","preventive_measures":"We have reviewed the wave-release workflow end-to-end. From 7 April 2026, every wave override is subject to a four-eyes electronic confirmation by the shift lead, and the zoning mismatch that allowed this error has been blocked at system level. The corrective actions have been documented in our ISO 9001 non-conformity register under NC-2026-019 and audited internally on 7 April 2026.","assurance":"You have our commitment that a failure of this nature will not recur. The measures above have been signed off by our COO and will be presented to you in detail at our next quarterly business review on 15 May 2026.","signatory":{"name":"Lars Nordstrand","role":"Chief Executive Officer"}}