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Handling Missing Materials Complaints

Procedure to Resolve Missing Materials Complaints

If a customer informs us they haven’t received all their materials, follow these steps:

  1. Confirm Missing Items: Clarify the quantity and specific materials the customer is missing.

  2. Tag the Order: Mark the order with the tag “Missing materials.”

  3. Contact the Supplier: Inform the branch that the customer is missing materials and request an update.

  4. Update the Customer: Once you have a confirmed delivery date, inform the customer promptly.

    Note:

    If the customer reports a non-delivery after the scheduled delivery date:

    • Confirm with the customer if the materials have now been received.

    • If the supplier claims the materials were delivered, request a Proof of Delivery (POD) and share it with the customer.

    • If the customer insists the materials were not received, escalate the issue to the Ops team for further investigation.