Notify
Send the product reference, order number, receiving date and a concise description as soon as the issue is identified.
Claims
Agree the record before the order moves
Claims are handled against the approved product, packing and written project terms. Keep the reference, photos, carton details and timing available when a question arises.
Claim record
Agree the record before the order moves
A claim is easier to review when the evidence points to one product, one order and one receiving event. Keep the model or SKU, approved sample or specification, packaging and receiving details available when a question arises.
The applicable notice period, remedy, responsibility and inspection standard are the written project terms. This page explains the information that helps the team investigate; it does not replace those terms.
- Order and product reference
- Approved sample or specification
- Packing and carton information
- Clear photos or video of the issue
- Quantity affected and receiving date
Document
Provide photos or video of the product, packaging, carton marks and the affected quantity. Keep samples or units available if requested.
Review
Compare the evidence with the approved version and written terms. Separate transit damage, missing contents, functional issue and specification difference.
Agree
Confirm the corrective action, replacement, credit, rework or further inspection in writing where the project terms support it.
Useful evidence
Make the issue easy to locate
A short, well-labeled evidence set is more useful than a large folder of unrelated images.
Product
Model, color, accessory set, function and visible difference.
Package
Retail box, inner protection, carton, marks and signs of impact or moisture.
Quantity
Total received, quantity affected, sampling basis and any missing components.
Timing
Ship date, delivery date, inspection date and when the issue was first noticed.
Triage order
Sort the facts before debating the remedy
The first reply is more useful when the team can distinguish transit damage, missing contents, functional issues and specification differences. Each type points to different evidence.
| Issue type | First evidence | Next question |
|---|---|---|
| Transit damage | Outer carton, inner protection, marks and receiving photos. | When was the damage noticed and how many units are affected? |
| Missing contents | Packing list, carton condition and included-item comparison. | Is the difference limited to one carton, lot or product version? |
| Functional issue | Short video, model reference, battery and controller details. | Does the issue reproduce under the approved setup? |
| Specification difference | Approved sample, artwork, written change list and received unit. | Which agreed version controls the order record? |
After-sales lesson
A clear claim starts with a clear approval
Many after-sales questions become difficult because the approved version was never frozen: a product photo showed one accessory set, the pack file showed another, or a change was agreed in a message but not carried into the order record.
The practical answer is to keep the approved sample, product reference, packaging version, inspection notes and shipping information together. That does not decide every remedy in advance, but it makes a fair review possible.
Claims FAQ
How should a buyer start a claim conversation?
What if the issue is only visible after opening the carton?
Record the carton condition, inner protection, product evidence and affected quantity. Notify the supplier promptly under the written project terms.
Can a catalog photo prove a claim?
No. The approved sample, written specification, shipment record and evidence from the received goods are more useful.
What happens after the initial notice?
The team compares the evidence with the order record and agrees the next step, which may include more photos, sample return, inspection or a written remedy.
Next step