AFTER-SALES CLAIMS · October 22, 2026
Returning Goods to a Chinese Supplier: Agree the Return Plan Before Dispatch
Before sending goods back to a Chinese supplier, obtain a written return arrangement covering the exact items, destination, receiving contact, intended remedy and logistics responsibilities. A supplier’s agreement to discuss a claim is not yet a complete return instruction.
1. Define the return and requested remedy
Identify the original order and invoice, affected products, quantities, serial or batch numbers, condition and reason for return. Attach the inspection or claim evidence and identify any items being retained for further examination.
Ask the supplier to confirm which goods it accepts for return and whether the proposed next step is diagnosis, repair, replacement or a separately agreed refund review. Record the return reference and do not describe an unresolved remedy as approved.
2. Confirm the receiving arrangement
Obtain the receiving entity’s name, full address, contact, operating hours and unloading or appointment requirements. Independently confirm changed instructions through an established supplier contact, particularly if the address belongs to another company.
Agree packaging, identification labels and the document list with the responsible logistics provider. Retain photographs of the condition and packing before dispatch, linking each package to the item list. Do not remove the identifiers needed to trace the claim.
3. Review transport and customs before booking
Ask the qualified broker or logistics provider to assess the proposed movement using the actual product, condition, origin, destination and original shipment records. Obtain the required instructions before dispatch rather than guessing how a return should be declared.
Record who arranges and initially pays for freight, handling, storage and any assessed charges, and how disputed costs will be reviewed. Confirm any relevant requirements for batteries, damaged goods or other special cargo with the provider. Do not promise duty relief or a refund; have the responsible specialists determine the treatment for this shipment.
4. Use a clear return record
Illustrative example: a buyer has 120 units but the supplier authorizes return of 20 identified units for diagnosis. List those 20 serial numbers, package references, return address and accepted freight arrangement. Keep the remaining 100 units outside that authorization.
A diagnosis return does not itself approve replacement of all 120 units. Document the review date and who will communicate the proposed remedy after receipt. If the supplier expands the authorized quantity, update the record before the additional goods move.
5. Verify receipt and close the case
Track collection and delivery separately from the supplier’s confirmation of quantity and condition received. Reconcile discrepancies promptly using the packing record and transport evidence.
Keep the claim open until the agreed remedy and supporting records are complete. If the supplier agrees a credit or refund, track that financial outcome separately from physical delivery. MORENICE can help coordinate the supplier, inspection and shipping records; the parties remain responsible for agreeing the remedy.