Promotional Merchandise - Handling a Reprint or Product Defect Claim

Photograph defective goods against the order confirmation and approved proof. Count full quantity affected. Record all findings in the job record the same day.

Send written notification to the supplier on the day of discovery including job number, PO reference, defect description, photos, quantity affected, and request for response within one working day.

Obtain a written Return Merchandise Authorization number or written reprint confirmation before returning any goods. Do not proceed without formal written supplier authorization.

Agree reprint, replacement, or credit note with the supplier in writing, including the delivery date or credit timeline. Record the agreed resolution in the job record.

Notify the customer the same day the defect is found. Confirm what was identified, that a supplier claim is in progress, and what the expected resolution date is.

Record the full documented sequence in the job: defect date, supplier notification, RMA or reprint confirmation, and resolution timeline. This creates the audit trail for any escalation.

Issue the customer invoice only when acceptable replacement goods have been received and checked against spec, or when a formal supplier credit note has been applied to the job.

Defects reported verbally to the supplier with no written record, leaving no evidence when the supplier later disputes responsibility or delays the resolution.

Customer informed before the full extent of the defect is assessed, creating expectations that cannot be met if the reprint takes longer than initially estimated.

Customer invoice raised before the defect is fully resolved, leading to payment disputes on goods that have not been formally accepted.