A defect claim handled badly costs more than the goods. The real loss is the account, because the buyer concludes that the process, not the product, is unreliable.
1. Set the Claim Window Deliberately
A window that is too short punishes buyers who inspect methodically; one that is too long makes the supplier liable for aftercare failures. Tie the window to an inspection milestone — for example, a stated number of days from delivery, with the requirement that goods remain unopened until inspection.
2. Evidence Requirements, Stated Up Front
Ask for the lot reference, photographs of the affected units, the quantity affected, and the test performed. Put this list in the sales contract so the request is procedural rather than adversarial.
3. Credit, Replacement or Discount
Replacement is expensive on light cargo and slow on handcrafted goods. A credit note against the next order is usually the fastest resolution and keeps the relationship transacting. Reserve replacement for cases where the buyer needs stock rather than value.
4. Root-Cause Feedback Loop
Every claim should produce a corrective note to production. A claim resolved commercially but not investigated will recur, and recurrence is what turns a one-off complaint into a pattern of discounts that quietly erodes the price.
5. Thresholds and Delegated Authority
Decide in advance who can approve a credit and up to what value. Claims that stall waiting for sign-off convert a small defect into a large delay, and delay is interpreted by the buyer as refusal.
