Quality claims · B2B process
Evidence first.
Decisions clearly.
When a quality issue is reported, Mocario organizes the facts, investigates the cause and presents practical options. The customer makes the final decision on the agreed resolution.
01 -- Evidence requirements
A claim needs a traceable record.
Clear evidence helps separate a product deviation from transport damage, use-related wear, a specification question or a condition that needs further inspection.
Please provide, where available
Photos
Overall views and close-ups with enough light, scale and context to locate the issue.
Video
Movement, sound, fit or functional behavior that a still image cannot show.
Quantity
Affected units, inspected units and the method used to calculate the reported proportion.
Batch details
Order reference, style, color, size, carton or lot information and receiving date.
Defect statistics
A count by defect type, size or color, including whether the issue is isolated or repeated.
Confirmation standard
Approved sample, frozen specifications, PO, AQL, defect definitions, tolerances or agreed test requirements.
02 -- Visible and hidden issues
The boundary matters.
A visible issue can usually be assessed from the received goods and the agreed confirmation standard. A hidden issue may only become apparent during use, testing or a later inspection and needs evidence about timing, conditions and affected units.
Visible
At receiving or inspection
Document the condition, location, count and comparison against the approved reference.
Hidden
Found after use or testing
Record when it appeared, how the product was used and whether storage or handling may be relevant.
03 -- Investigation and communication
One issue. Several questions.
Mocario coordinates the review with the customer and the production partner. The purpose is to understand the cause before discussing a resolution.
Verify the facts
Review evidence, quantities, batch information, approved references, inspection records and any relevant test or handling details.
Investigate the cause
Coordinate checks on materials, construction, workmanship, packaging, transport, storage and use conditions as applicable.
Present options
Explain the findings and available paths, such as corrective work, replacement, further review, commercial adjustment or another written solution.
Customer decision point
"Mocario investigates and communicates the available options. The customer makes the final decision."
No fixed compensation, automatic outcome or commercial promise is defined here. Any resolution depends on the verified facts, responsibility, order terms and the customer's written decision.
04 -- Related resources
Keep quality decisions connected.
Product quality claims may involve testing, inspection, approved samples, frozen specifications and delivery conditions. Review the relevant process before a claim becomes urgent.
Quality and compliance
Explore the related knowledge archive.
View related articlesMocario quality claims
Facts. Options.
A recorded decision.
Submit the available evidence, identify the agreed standard and let the investigation establish the next step.
Contact Mocario