Even with a pre-shipment inspection, some bad units get through. When they do, how quickly you act and how clearly you document the problem determines what you can recover. A well-handled claim keeps the supplier accountable and usually gets you a practical resolution without killing the relationship.
Defect Resolution Options Compared
| Resolution Type | When to Use It | Typical Supplier Response | Your Effort |
|---|---|---|---|
| Replacement in next shipment | Defect rate <5%; supplier is responsive | Most common offer; supplier makes up units in next PO | Low — folded into next order |
| Credit note / partial refund | Defect rate 5–15%; goods still partially saleable | Credit applied against next invoice | Low — negotiated by email |
| Full refund on defective units | Critical defects; goods unsaleable | Harder to get; easier with strong photo evidence and pre-approved sample | Medium — may take 2–4 weeks |
| Return and replacement | High-value OEM order; defect rate >15% | Rare; shipping cost often makes return uneconomical | High — logistics cost may exceed refund value |
| Price adjustment (bulk discount) | Minor defects; buyer can fix or absorb | Quick resolution; no shipping involved | Very low |
The 14-Day Documentation Window
Most suppliers expect quality claims within 14 days of delivery. After that, it becomes much harder to argue the defects occurred in production rather than in storage or use. When goods arrive, open a representative sample of cartons within the first few days.
How to Write a Quality Claim
A claim that gets resolved quickly has five things: a defect count with percentage, close-up photos of each issue with context, carton or batch numbers, a reference to the approved sample, and your proposed resolution. Send it by email — not just via chat — so there is a clear record.
- Count every defective unit; calculate the defect rate as a percentage of total received.
- Photograph each defect type with the unit number or carton label visible.
- Compare photos to the original approved sample or RFQ spec.
- State your proposed resolution: replacement, credit, or refund.
- Set a response deadline — 5–7 business days is reasonable.
Defect Rate Benchmarks
| Defect Rate | Interpretation | Recommended Action |
|---|---|---|
| <2% | Within normal production variance | Accept; document for supplier scorecard |
| 2–5% | Elevated; borderline acceptable | Request credit note or replacement; flag for next order spec review |
| 5–15% | Significant quality failure | Formal claim; partial refund or full replacement of affected units |
| >15% | Systemic quality problem | Escalate; consider supplier change; do not place next PO until resolved |
Keep the approved sample
Hold onto the pre-production sample until the full shipment is inspected. If there is a dispute, it is the clearest evidence you have — it shows exactly what you signed off on.
Waiting too long to file
A claim sent 30–60 days after delivery is hard to win. Suppliers will say the damage happened in your warehouse, not theirs. File within 14 days even if you have not finished counting everything.
What to remember
- File claims within 14 days of receiving goods — after that it gets much harder.
- Document with photos, batch numbers, and a defect count. Send by email, not chat.
- Under 2%: accept. 2–5%: ask for a credit. Over 5%: formal claim. Over 15%: stop reordering until it is resolved.
- Keep the approved sample until the full shipment is checked.
- Replacement in the next shipment is the most common outcome — and usually the fastest.