Documenting a rejected delivery correctly is crucial for your food safety and your wallet. If your supplier brings products that don't meet the requirements, you need to document this immediately and completely. This prevents disputes later and ensures you don't lose money on bad products.
Why documentation is so important
A rejected delivery without proper documentation often becomes a dispute between you and the supplier. Who's right? What exactly was wrong? Without proof, you're in a weak position. Moreover, the NVWA requires that you can demonstrate what measures you've taken for food safety issues.
⚠️ Heads up:
Never accept a bad delivery "just this once". One batch of spoiled fish can damage your restaurant for months through bad reviews and sick guests.
What you need to check immediately with every delivery
Check every delivery before you sign. These are the critical points:
- Temperature: Chilled below 4°C, frozen below -18°C
- Packaging: No tears, dents or swelling
- Shelf life: At least 2/3 of the expiration date remaining
- Color and smell: Does it look normal? Does it smell fresh?
- Quantity: Does the amount match your order?
💡 Example rejected:
Delivery Tuesday 8:30 from Fresh Fish Inc:
- 10 kg salmon fillet ordered at €18/kg
- Temperature on arrival: 8°C (too warm!)
- Shelf life: 1 day remaining
- Smell: sour, not fresh
Action: Entire delivery refused
What you need to document for yourself
Document everything that was wrong. You need this for your own records and any potential NVWA inspections:
- Date and time of the delivery
- Supplier name and driver
- What was wrong (temperature, smell, packaging)
- Measured temperature (with thermometer)
- Photos of the problem
- Which products you refused
- Driver's signature on your rejection form
💡 Example documentation:
"Delivery refused - March 15, 2025, 8:30"
- Supplier: Fresh Fish Inc, driver Jan
- Product: 10 kg salmon fillet, invoice FF-2025-0847
- Problem: Temperature 8°C (standard: <4°C)
- Action: Entire delivery returned to supplier
- Photos: Thermometer + packaging
What you need to communicate to the supplier
Make sure the supplier knows exactly what was wrong and what you expect from them:
- Report immediately: Call your contact person right away
- Confirm in writing: Send an email with all details
- Include photos: Visual proof works best
- Replacement delivery: When do you expect a new delivery?
- Credit note: Ask confirmation that you won't be charged
💡 Example email:
"Subject: Delivery refused - Invoice FF-2025-0847"
"Hi Jan, I refused the entire delivery from this morning at 8:30 due to excessive temperature (8°C). See attached photos. Please provide a replacement delivery by 2:00 PM today and confirm the credit note. Best regards, [Name]"
Keeping documentation
Keep all documentation for at least 2 years. This applies to:
- Rejection forms
- Photos of the problems
- Email correspondence with supplier
- Credit notes
- New delivery receipts as replacements
Digital storage works best. In an app like KitchenNmbrs you can save photos and notes directly with the delivery, so you have everything in one place.
⚠️ Heads up:
Don't throw away rejected products immediately. Keep them until the supplier confirms they're issuing a credit note. Otherwise you could end up paying twice.
Document a rejected delivery (step by step)
Check immediately upon receipt
Check temperature, packaging, shelf life and smell before you sign for receipt. Measure the temperature with a thermometer and note it. Take photos of anything that's not right.
Fill out rejection form
Fill out a rejection form with date, time, supplier, driver, products and reason for rejection. Have the driver sign this form as confirmation. Give him a copy.
Contact supplier immediately
Call your contact person at the supplier within 30 minutes. Explain what was wrong and send an email immediately with photos for confirmation. Request a replacement delivery and credit note.
Save everything digitally
Save all photos, forms and emails digitally in a folder per supplier. Note in your HACCP records what you did. Keep for at least 2 years for any inspections.
✨ Pro tip
Take a photo of every delivery with the thermometer in it, even if everything is fine. This takes 10 seconds but can save you a lot of disputes if problems come up later.
Calculate this yourself?
In the KitchenNmbrs app you can do this in just a few clicks. 7 days free, no credit card.
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Frequently asked questions
Can I refuse a delivery if the driver disagrees?
Yes, you're responsible for food safety in your kitchen. If products don't meet the requirements, you have the right and duty to refuse. Just make sure the driver signs your rejection form.
What if the supplier says I still have to pay?
With good documentation (photos, measured temperatures, signed rejection form) you're in a strong position. Most suppliers will cooperate if you can prove their products didn't meet the agreed standards.
How long can I keep rejected products?
Keep rejected products separate in your cooler until the supplier confirms the credit note. This usually takes 1-2 business days. Throw them away after that.
Do I need to document every small deviation?
Document anything that affects food safety or quality. A single damaged package doesn't need documenting, but wrong temperatures or spoiled products always do.
Can I accept part of a delivery?
Yes, you can decide per product. Accept only what's good and refuse the rest. Make sure it's clear on your form which products you accept and which you don't.
What if I discover later that products are bad?
Contact the supplier immediately, even if you've already signed. Take photos and explain when you discovered it. Many suppliers will cooperate, especially with clear quality issues.
📚 Sources consulted
- EU Verordening 852/2004 — Levensmiddelenhygiëne (2004) — Official source
- EU Verordening 853/2004 — Hygiënevoorschriften voor levensmiddelen van dierlijke oorsprong (2004) — Official source
- EU Verordening 1169/2011 — Voedselinformatie aan consumenten (2011) — Official source
- NVWA — Hygiënecode voor de horeca (2024) — Official source
- NVWA — Allergenen in voedsel (2024) — Official source
- Codex Alimentarius — International Food Standards (2024) — Official source
- FSA — Safer food, better business (HACCP) (2024) — Official source
- BVL — Lebensmittelhygiene (HACCP) (2024) — Official source
- Warenwetbesluit Bereiding en behandeling van levensmiddelen (2024) — Official source
- WHO — Foodborne diseases estimates (2024) — Official source
Food Standards Agency (FSA) — https://www.food.gov.uk
The HACCP standards shown in this application are for informational purposes only. KitchenNmbrs does not guarantee that displayed values are current or complete. Always consult the FSA or your local authority for the latest regulations.
Written by
Jeffrey Smit
Founder & CEO of KitchenNmbrs
Jeffrey Smit built KitchenNmbrs from 8 years of hands-on experience as kitchen manager at 1NUL8 Group in Rotterdam. His mission: give every restaurant owner control over food cost.
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