Goods Not as Agreed? Organise Your Quality Complaint
A practical way to describe product differences and organise the supporting records for a quality dispute.
Criminal Matters
Define the Difference
The Agreed Product
Find the specification, sample approval, drawings and written confirmations that describe the agreed goods. Note any approved changes made after the first order.
The Product Received
Describe what arrived using specific observations. Record material, dimensions, finish, function, packaging or quantity differences as relevant.
The Extent of the Issue
Identify the affected order, shipment, batch and quantity. Separate checked items from uninspected goods and explain how the figures were calculated.
Organise the Supporting Material
A Clear Comparison
Build a comparison folder containing the following, where available:
The agreed product description and approved samples
Photographs and videos of the received goods
Order, batch and shipment identifiers
Inspection methods and the items inspected
Inspection reports and recorded findings
A dated account of when the issue was discovered
The Communication Record
Keep the complaint sent to the supplier and each response. Include any offered repair, replacement, discount or refund, without losing earlier versions of the discussion.
Inspection Information
If an inspection has taken place, record who performed it, when, where and on what goods. Identify the supporting reports and any limitations stated in them.
Prepare Your Next Discussion
Your Requested Outcome
Explain whether you seek replacement, repair, a price adjustment, return or refund. State the practical constraints, including storage, delivery commitments and further use of the goods.
Questions for the Review
Chanhai reviews quality enquiries against the actual transaction documents and available records. Discuss missing evidence, the proposed work and the agreed scope with the handling lawyer.
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