Quality
Handling product complaints structurally
Keep customer response, evidence, stock control, investigation, action, and closure clear.
The initial response should be prompt without concluding a cause before facts are available. The first aim is to protect the customer, control related product, and preserve evidence.
Decisions to align
Use these prompts to begin the conversation. Adjust the depth of review to your organization’s risk, scale, and requirements.
- Minimum facts: product, lot, quantity, location, time, condition, images, and impact.
- Whether other stock or lots should be held during review.
- Owners for customer communication, investigation, product decision, and deadlines.
- Closure criteria and required corrective or preventive actions.
Working evidence to retain
Concise records help the team understand earlier decisions, control changes, and review outcomes without relying on memory.
- Complaint receipt time, response, and customer updates.
- Physical evidence, images, storage conditions, and sample custody.
- Evidence-based cause analysis and its investigation limits.
- Actions, effectiveness verification, closure decision, and lessons.