1688 order problems: record the issue before UK dispatch

Identify the affected stock and the decision on hold

WorldFirst’s Africa sourcing guide recommends asking suppliers about inspection photos and how defective goods are handled. The issue log below is our suggested way to record a specific finding and request a response. When goods appear to differ from the order, identify the affected stock and ask the receiving or checking provider to confirm its current location and movement status. Agree a hold instruction where needed and ask the provider to acknowledge it. Keep unaffected stock identifiable. Review the actual order terms and any applicable platform process for the purchase.

• WorldFirst Africa: Inspection photos and defect-handling questions (regional guidance)

Describe the discrepancy in terms someone can verify

Use the approved specification and the checks actually performed. A carton shortage, a unit shortage and a wrong colour are different findings. Avoid describing an entire order as faulty when the evidence concerns specific units or a sampled check. State the scope of the finding and any part that remains unverified.

• Shortage: expected quantity, quantity counted and the unit of measurement.
• Wrong variant: expected model, colour or size compared with what was found.
• Damage: affected item, location of damage and packaging condition observed.
• Sample mismatch: the approved sample reference and the feature that differs.

Create an evidence record before changing the goods

Collect the order confirmation, approved product details, supplier messages and the relevant payment record. Keep photos linked to the affected carton or item. Ask the provider what has been opened, counted or inspected and record that scope. Before repacking, returning or altering the affected goods, agree what evidence needs retaining for the supplier discussion and any relevant claim.

• Issue reference, supplier, order number and date identified.
• SKU, variant, carton references and affected quantities.
• Expected specification and its approved version or sample reference.
• Observed finding, count method and supporting photos or video.
• Current location of the goods and the person holding instructions.

Keep the quantities clear in an illustrative case

Suppose an order specifies 120 navy units and 80 grey units of SKU-P01. These invented quantities illustrate a variant discrepancy. The agreed check finds 100 navy and 100 grey: the total of 200 is correct, but 20 navy units are missing from the required mix and there are 20 extra grey units. Record both differences and identify the relevant cartons. Ask the supplier to explain the mismatch and propose a remedy. A total-unit count alone would leave the stock problem unresolved.

Ask for a written supplier response

Send a concise description with the relevant evidence and the approved requirement. Ask the supplier to confirm whether it accepts the finding and what it proposes. Keep the response alongside the issue log. If an agent placed the order, establish who will communicate through the order account and share the correspondence. Check the actual transaction’s issue procedure promptly; any deadline or evidence requirement needs confirming from the applicable current terms.

• Which finding the supplier accepts or needs more evidence to assess.
• Proposed replacement, additional supply, return or other resolution.
• Quantities covered and the proposed readiness arrangement.
• Who pays each handling and transport charge, subject to agreement.

Compare the remedy with the remaining shipment plan

For each proposed option, identify the work, cost and stock consequence. Replacements need their own agreed specification and checks. A return needs supplier acceptance, a return destination and a clear record of what is sent. If the supplier offers another resolution, assess it against your purchasing needs before approving it. Ask how the proposal affects the goods already waiting for UK dispatch and whether the freight quotation needs updating.

Approve the next action in a decision log

Record the option selected, the supporting supplier agreement, any additional costs and the person authorising it. State exactly which stock is to be held, returned, replaced or released. Give the instruction a date and version so a later conversation does not leave conflicting directions. Keep the issue open until the agreed action has been checked, such as receipt of replacement units or confirmation of a return. Record any outcome still awaiting evidence. Name both the person reporting the finding and the person authorised under the agreed brief to approve the remedy or release. A proposed supplier solution still needs that approval before it changes the movement instruction.

Carry the finding into the next purchase

WorldFirst’s Australia buying guide includes return and exchange terms among the points to confirm before ordering. Use the outcome of this case to review those terms for a repeat purchase. Update the product brief or checking instructions if the issue exposed an ambiguity. A clearer variant reference, packing record or sample comparison may help the next order. Save the supplier’s response and the actual outcome with its purchasing file. Use that record when deciding whether to reorder, change the checking scope or seek another supplier. Keep the conclusion specific to the evidence from this order.

• WorldFirst Australia: Confirming order and return terms (regional guidance)

Questions before you order

Sources & further guidance

• WorldFirst Africa: Inspection photos and defect-handling questions (regional guidance)
• WorldFirst Australia: Confirming order and return terms (regional guidance)

These references provide platform, payment or import background. The purchasing checklists are our practical guidance. Check the current terms and official requirements for your product and destination.