AFTER-SALES CLAIMS · October 10, 2026
Replacement Goods From China: Check Quality and Shipping Responsibilities
Treat an agreed replacement as a new physical shipment linked to the original claim. Confirm the replacement scope, verify the goods, assign transport costs and reconcile receipt before closing the remedy.
Convert the agreement into a replacement instruction
Record the claim reference, original order, replacement SKUs, quantities, specification revision and agreed completion date. Clarify whether the supplier is replacing complete products, components or missing units. Identify any return, disposal or other conditions that the parties have actually agreed.
Keep the original claim quantity visible and record any separate credit or refund. Do not let a replacement order become an unexplained addition to the original purchase balance, or count the same remedy twice.
Verify the replacement against the agreed acceptance criteria
Give the supplier and inspector the relevant defect evidence, approved specification and acceptance criteria. Agree the inspection scope before the goods are released. Where a sampling method is used, record its scope and limits rather than claiming that every unit was checked.
Confirm that the corrective action addresses the original issue and check other agreed quality requirements. Identify the replacement batch and retain inspection results, photographs and packing records linked to it. A supplier’s promise that the issue is fixed is not an inspection result.
Example: 20 replacements for a damaged batch
Illustrative example: the supplier agrees to replace 20 units. Inspection identifies 18 acceptable units and two still needing correction. Record 18 accepted and two unresolved; do not describe the full replacement as complete. If the buyer approves a partial shipment, document that decision and retain the two-unit balance.
When the 18 units arrive, reconcile their identifiers, quantities and observed condition. Receipt of 18 cartons would not prove receipt of 18 correct units unless the packing configuration and contents support that conclusion.
Assign the shipping responsibilities in writing
Confirm who books transport and pays for origin handling, international freight, destination services and final delivery. Clarify insurance arrangements and who handles a transport discrepancy. Refer to the actual agreed terms rather than assuming that an offer of free replacement goods includes every shipping cost.
If replacements are consolidated with a later order, keep their quantities and cost allocations identifiable. Record the agreed dispatch decision and any effect on timing, so neither the claim nor the new order loses its tracking reference.
Review documents before dispatch
The International Trade Administration explains that customs uses commercial invoices when assessing duties and that invoice requirements vary by destination. Its guidance is a reason to confirm the actual documentation with the importer or broker before sending replacement goods.
Provide an accurate description, quantity and explanation of the replacement, with references to the original transaction where required. Ask the responsible broker to determine the appropriate value, procedure and any available relief under the applicable rules. Do not assume that no additional payment by the buyer means a zero customs value or automatic duty exemption.
Close the remedy against actual receiving evidence
Retain the delivery record and receiving checks. Reconcile the replacement quantity accepted, any outstanding units and related credits or charges. Record the buyer’s acceptance or remaining discrepancy against the original claim.
This checklist supports coordination after a remedy has been agreed. It does not determine legal entitlement, guarantee product performance or promise customs relief. Escalate unresolved quality or commercial questions through the responsible review process.
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