How quickly do you need to notify a promotional merchandise supplier of a delivery discrepancy?

Most supplier terms require written notification within 24 to 48 hours for quantity shortages, and within 7 days for decoration defects or quality issues. Some suppliers have a shorter window - check the trading terms agreed at account setup. Acting immediately means you can still recall or replace goods before a client event or deadline is missed.

Should you invoice the client when only part of the order has been delivered?

If your payment terms allow stage invoicing, invoice for confirmed delivered quantities and hold the remainder until the balance arrives. If the shortfall is the supplier's fault, don't delay the client's order without explanation - update them on the revised timeline and raise the credit or replacement claim with the supplier in parallel.

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Workflow Scenario

Promotional Merchandise - Handling a Delivery Discrepancy

Short, wrong, or damaged. Resolve it before the client calls.

Step by step

Receive and inspect the deliveryDelivery Notes

Check quantities and decoration quality against the delivery note and purchase order before the driver leaves or the consignment is stored.

Record the discrepancyeForms

Log the exact discrepancy - short quantity, wrong product, damaged goods, or incorrect decoration - on a digital delivery form with date and your name.

Photograph the evidenceeForms

Photograph the goods, outer packaging, and delivery documentation. Dated photographic evidence is essential for a formal supplier claim.

Notify supplier in writingPurchase Orders

Contact the supplier the same day, referencing the purchase order number, delivery note reference, and exact discrepancy. Most trading terms require notification within 24 to 48 hours.

Agree the resolutionMentions

Confirm the resolution path with the supplier - replacement goods, credit note, partial reprint, or priority re-order - and get a revised delivery commitment in writing.

Update the clientJobs

Inform the client with a revised delivery timeline as soon as the resolution is confirmed. Proactive communication protects the relationship better than waiting for the client to chase.

Close out the job recordInvoices

Apply the supplier credit note against the purchase order and invoice the client for confirmed delivered quantities. Update the job record to reflect the final resolution.

What this workflow solves

We only spot the discrepancy when the client calls to ask where the rest of their order is - not when the goods actually arrive.

Our delivery check is a paper note that gets filed away, so when we chase the supplier weeks later we have no proof of what arrived and when.

When a partial delivery comes in, we are not sure whether to invoice the client for what has arrived or wait for the balance, and the job sits open with unclear financials.

Frequently asked questions

Modules used

Delivery Notes Purchase Orders Jobs Invoices eForms Mentions

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