Bragan SOPs / Customer Service All departments
Customer Service

Supplier Claims

The purpose of this SOP is to give an idea about Supplier Claims.

Updated 2023-09-30Author Andrew BRAGANSource Bragan.net — SystemHub

Overview#

Purpose: The purpose of this SOP is to give an idea about Supplier Claims.

Scope: This applies to customer service representative staff and all staff personnel who is in charge of this process.

Responsibility: It is the responsibility of all staff to follow the standard operating procedure for Supplier Claims.

Objective: The objective of this procedure is:

  • to guide employees on Supplier Claims.

INDEX:

  1. Fill-out Supplier Claim Trello Card
  2. Guide on Filling-out the Supplier Claim Trello Card - Customer Service Agents
  3. Guide on Filling-out the Supplier Claim Trello Card - Accounts
  4. Guide on Filling-out the Supplier Claim Trello Card - Warehouse Tasks
  5. Supplier Claim Monitoring/Follow-up
  6. Granted Claims
  7. Failed Claims
  8. Supplier Claims from Orders received from Supplier
Screenshot
Screenshot

Process#

Do supplier claim after confirming with warehouse. See SOP on how to do warehouse queries. This is also important so we know if remaining stocks are faulty or not. We need to know total affected units so we can maximize the claim.

For obvious supplier claim complaints such as faulty lights immediately forward the email from customer to the supplier as these are time sensitive. We can ask for D.O.P (Date of Production) or Stamp/Identification Marks on the box or at the back of the lights and forward to supplier as supporting documents. After forwarding the email to supplier, proceed on filling out the Supplier Claim trello card.

  1. Fill-out Supplier Claim Trello Card

When a customer made us aware of an issue and warehouse confirms or upon investigation it is confirmed that this is a supplier mistake, fill-out the Supplier Claim Trello Card. Follow the checklist from top to bottom for proper guidance. Report claim with pictures IMMEDIATELY to supplier, it is essential this happens in real time to allow us to get a claim and a resolution when dealing with a customers issue. We do not want the customer to get impatient and open a case in our sales channel (eBay & Amazon) or leave negative reviews.

Make sure to tag the customer's email as Supplier Claims and - Claims Processing.

1.1 Supplier Claim Template (Trello) - Title Part

For the title indicate always the Linnworks order number, the supplier name and date. See Figure 2 for sample.

Screenshot
Screenshot
Fig. 1
Fig. 1

1.2. Supplier Claim Template (Trello) - Description Part

Here, you can find the link to the Supplier Claim SOP, the Supplier Claim Tracking File (Main Tracker File Data) and the List of Suppliers. This list contains the contact details (email address, contact person) of all our active suppliers. You need the email address when you send the claim.

At the last part in the Claim Summary, please state the reason for the claim.

Fig. 2
Fig. 2

1.3. Supplier Claim Checklist for Customer Service Agents

CS agents need to first populate this first checklist and when finished make the initial contact with the supplier. Tag Account personnel in the activity section to inform that he can start his checklist.

Fig. 3
Fig. 3

1.4. Supplier Claim Checklist for Accounts

Accounts will start populating this once CS tagged him in the Activity Section. Once the claim is submitted to the supplier, Accounts is now responsible for the follow-ups. The submitted supplier claim needs to be acknowledge within 24hrs, if no acknowledgement Accounts will do follow-up. Accounts responsibility is to push for the refunds of all claims.

Fig. 4
Fig. 4

1.5. Supplier Claim Checklist for Warehouse Personnel

Once Warehouse personnel is tagged or notified on this supplier claim, he will need to fill-out this part.

Fig. 5
Fig. 5
  1. Guide on Filling-out the Supplier Claim Trello Card - Customer Service

Agents#

2.1. Evidence Picture Supplied

We require this from the customer and this is part of investigating the issue, excluding lights, that are totally not working (we may request for D.O.P to customer as supporting document for our claim, especially if it’s requested by the supplier), but if it’s a semi-functioning light we can request a picture from the customer.

2.2. Customer Report Ticket Number

This is the ticket number of the the email

Fig. 6
Fig. 6

2.3. Evidence Images Received and Saved to Dropbox folder (Claims Folder)

Save the image to dropbox folder - present date. Filename should be: [Linnworks Order No] - [SKU] It is important to use Dropbox website instead of Dropbox in desktop. Request to management to give you access to this folder.

Fig. 7
Fig. 7
Fig. 8
Fig. 8

Note:

There are cases wherein the picture will come from Bragan stocks (this usually happens for lights) we need to ensure product is recent as the supplier may have warranty limits on the date supplied to us and this will ensure the claim is granted. Must include D.O.P (date of production or Stamp/Identification Marks on box. See samples below.

For Winbo Items the D.O.P or date of production should be shown in the picture.

Fig. 9
Fig. 9
Fig. 10
Fig. 10

2.4. Claim Summary

Check if reason for claim is already in the description part of the card. Make sure that the summary of the claim should include a detailed description of the problem.

2.5. Bragan SKU & Name & Quantity

The SKU of the complained item and its description and the quantity (as reported by customer in the email except for lights) If the claim is for an "incomplete item" you must make a claim for the complete item. Partial claims should not be considered For the quantity of faulty lights, double the quantity.

2.6. and 2.7. Supplier and Supplier Code

To Identify the supplier (blue box) and supplier code (green box) of the product, check Linnworks product detail page - Suppliers tab (See Figure 12). If product is a composite (See Figure 13), check the Composition tab, get the SKU of the main item and check again the supplier.

Fig. 11
Fig. 11
Fig. 12
Fig. 12

Variation Listing

You will know that the listing has variation if the SKU has -VAR in it. For example: BRA3721FLA-VAR This means that there are two or more parent item. The product detail page of a variation listing looks like the one below (Figure 14). As you can see there are missing tabs like the composition and supplier.

Fig. 13
Fig. 13

In order to get the supplier for this kind of listing, you need to determine the parent items for this variation. To do this, search the variation SKU in My inventory tab and then click the "+" sign to show the parent items. Once you have the parent item you can now get the child item and thus the supplier. The process for this is already discussed above.

Fig. 14
Fig. 14

2.8. and 2.9. Supplier Order Date and Supplier Invoice Number

To get the Supplier Order Date and Supplier Invoice Number, follow these steps:

2.9a. Go to Linnworks then click on Inventory > Purchase Orders

Fig. 15
Fig. 15

2.9b. Select Delivered (purple box). Choose Stock Item SKU (blue box). Set the PO date at least 6 months (red box), if today is January 2022 then date range should be at least from July 2021. Type the SKU is the green box then click search.

Fig. 16
Fig. 16

2.9c. The Supplier Invoice Number is the one in the red box and the blue box is the Supplier Order Date.

Note: Supplier Invoice Number always should be the most recent purchase of that item.

Fig. 17
Fig. 17

2.10. Customer Order Number  (Linnworks)

There are different ways in getting the Linnworks Order Number. You can get it from customer’s email (See Figure 19) or get it in Linnworks by using customer’s email address, name, postcode or the order ID in the Processed Order tab (See

Fig. 20 — ). Make sure that the Name, Order, and other details matched.
Fig. 20 — ). Make sure that the Name, Order, and other details matched.
Fig. 19
Fig. 19

2.11. Unit Cost (Purchase Price)

Get this in Linnworks, My Inventory Tab. Search the SKU you want to get the purchase price. If you cannot see the purchase price, check the Composition tab and get the child item (main item), then search it in Linnworks.

Screenshot
Screenshot
Fig. 21
Fig. 21

2.12. Admin Cost – set to 20 pounds

2.13. Courier Cost – set to 10 pounds

2.14. Warehouse Requested to Check Remaining Stocks

This is important because we do not want to have the same issue with another customer again. We need to check if remaining stocks are faulty or not. And also so we can maximize our claim to the supplier.

No need to check remaining stocks if the item are lights.

Do this by asking WH personnel in the Supplier Claim/Courier Claims Skype Group. The inquiry should include the SKU Number and Description and the link to the Supplier Claim Trello Card.

2.15. Queried Management to Take Offline (if applicable - Depending on Warehouse Reply of others in stock issue or not)

If there is a need to discontinue the item confirm first with management or if there is a need to take the item offline while this is being identified to avoid future sales of faulty items. To have the item taken offline, it is very important that the item is marked ARCHIVED to avoid this being re-listed/re-ordered from the supplier – Inform the Bragan New Listing/Listing Changes Skype Group of this to complete the process.

2.16. Total Stock Affected

This is as confirmed from Warehouse

2.17. Main Tracker File Data Link (Updated with Latest Claim)

To access the Supplier claim file goto www.office.com and use the credentials provided by Management.  Once logged in you will need to click on "Favourites" and then "Supplier Claims Tracking File 2023"

Fig. 23
Fig. 23

This consists of Supplier Claim data wherein tabs are divided per Supplier. The supplier claim tracker file only has specific fields which it will allow you to fill in as the rest are locked for formulas. The first page on the file is the Summary page nothing ever needs to be edited on this page as it will automatically update from data you provide on the other pages.

Screenshot
Screenshot

The second tab on the Supplier Claim Tracker file is the Master List - Supplier contact, as you follow the claims process on this system and the trello card you need to contact the supplier, all contacts for each supplier are available here.

Fig. 24
Fig. 24

The rest of the tabs on the sheet are for the individual suppliers, these are in alphabetical order.  Look the for supplier name that produced the product you are creating a claim for.

It is very important that you follow the same format for all data as previous claims such as dates or the summary page will not update for example 01/01/2023 not 01/01/21

Input the data you have collected earlier on the Trello card on the next available line on the correct supplier sheet.

The following columns must be populated

Supplier Name DUmmy Claim Date of Claim Trello Card Link Dropbox Folder Link Original Zendesk TIcket Forwarded Zendesk Ticket

LW OFder Supplier No Supplier order date Supplier Invoice no Bragan SKU Quantity Item Issue Customer refund amount Claim Status

Fig. 25
Fig. 25

Once all this information has been filled in you will be provided with a total claim amount which you can use in step 2.19 to process the claim with the supplier.  If the Unit Cost is shown as 0 this means that the SKU is missing from the SKU tab

Fig. 26
Fig. 26

To add the SKU to the file if the Unit Cost is 0 got the SKU tab and add the SKU, Purchase Price and Category from Linnworks in a new line

Fig. 27
Fig. 27

2.19. Supplier Claim Macro (Macro 112) Created with correct title/content as per SOP "Claim for" [Order#] [SKU] [Supplier Name and Code]"

2.19a. Forward the customer's issue to the supplier and use Macro 112. Subject should be the above-mentioned. See below sample.

Fig. 31
Fig. 31

Note: Use of WeTransfer is optional. You use this if the file is too big. You can edit this part out if not used.

2.19b. For the recipient, check contact details of the supplier in the Suppliers List provided by procurement (See attachment for the Supplier List or from the Supplier Claim Template). If there are more than 1 email address, cc the others to make sure that it is received. Make sure that the complaints are strongly reported to supplier.

2.20. Images/Claim from Dopbox Folder added to Macro

Make sure that the images and claim form is attached to the ticket and the dropbox link is not inserted

Fig. 32 — - Macro 112 Content
Fig. 32 — - Macro 112 Content

2.21. Report to Supplier (Add replyco ticket number here and ADD to Main Tracker File and Supplier Claim Form)

Once sent, add the forwarded ticket to the Trello card and to the Supplier Claim Form (uploaded in Claims Folder dropbox) and to the Main Tracker File Data (Supplier Claims Tracking File). Then, copy the entire row in relevant Supplier tab and paste it in the ‘Master List - All Suppliers’ tab last row, then save the file. Make sure that this is up-to-date.

Fig. 33
Fig. 33

2.22. Supplier Acknowledgement 'Y'

Supplier needs to acknowledge the claim within 24 hours, Accounts personnel will do follow-up if there is no acknowledgement within 24 hours. Accounts will be the one to do succeeding follow-ups and push for the refund. Please note that these claims should be addressed in timely manner, especially if the customer open an eBay/Amazon case. eBay/Amazon cases needs to be resolved in a specific timeframe.

2.23. Queried Management to Collect Item Before Replacement is Sent (if applicable)

Make sure that management confirms the collection of item first. Collecting item is an added cost that is why it needs managements approval. Some items are not worth collecting especially if these are just small items.

  1. Guide on Filling-out the Supplier Claim Trello Card - Accounts

3.1. Pack List Date (for Eirturk Claims only)

You can find it in the supplier dropbox folder for Eirturk, ask management to give you access to this folder.

3.2. Product Cost x Total Effected

This is the total cost of affected items (this includes faulty items found in the remaining stocks) Cost of the product multiplied with the total faulty items found

3.3. Total Claim Amount

Admin + Courier + Product Cost x Total Effected

3.4. Supplier Outcome- Refused / Accepted

Resolution or Outcome - Future Credit Note offered (For example)

3.5. Supplier Refund Invoice / F.O.C Replacement Ticket Number

The invoice number of the refund or if it is a replacement, the ticket number of the email where we update customer that a replacement was sent.

3.6. Procurement Officer notified & Procurement system updated

3.7. Added to Supplier Claims Tracker File - (Link Here)

All supplier claims should be logged in this file. This weekly report will be submitted to management in a weekly basis.

  1. Guide on Filling-out the Supplier Claim Trello Card – Warehouse Tasks

4.1. Check remaining stock for issues

4.2. Relevant pictures added to this card

This potion is for Warehouse personnel to fill-out.

  1. Supplier Claim Monitoring/Follow-up Supplier needs to acknowledge the claim within 24 hours, Accounts personnel will do follow-up if there is no acknowledgement within 24 hours. Accounts will be the one to do succeeding follow-ups and push for the refund. Please note that these claims should be addressed in timely manner, especially if the customer open an eBay/Amazon case. eBay/Amazon cases needs to be resolved in a specific timeframe.

Ensure urgency in doing the follow-up especially when it is clear that it is our fault (or courier / supplier)  and customer complaints is true. Our objective is to avoid the customer to open an eBay/Amazon case against us (that effect metrics straight

away and lead to lower listing page rankings) and for website sales they may leave negative review on Trust Pilot or facebook groups. Also we want our claim to be granted so make sure to process it within the courier's timeframe.

Log the claims in this Supplier Claim Tracking File. This file needs to be submitted to management weekly for updates on the status. Request access to management for this file. You can also see the link of this file in the Supplier Claim template card.

Fig. 34
Fig. 34
  1. Granted Claims

6.1. If supplier granted the claim by sending us Free-of-Charge (FOC) Replacements, Accounts will update procurement so they can check it on the next shipment and the CS Agent in the Supplier Claim/Courier Claim Skype Group. Accounts will also tag the email as Granted Supplier Claim. If the claim is in the form of refund, Accounts will follow-up the supplier until the refund is received, check the bank/paypal for the refund. Once received, complete the card and put the complete details of the refund transaction ( date received, amount, reference and supplier name)

6.2. Account will then move the supplier claim trello card (blue box) to the Supplier Claim resolved (green box) if it is granted. Account will also add label to the card (See

replacement or a refund.

Fig. 37 — and 38). Done should be labeled and then choose if the grant is a
Fig. 37 — and 38). Done should be labeled and then choose if the grant is a
Fig. 36
Fig. 36
Screenshot
Screenshot

6.3. Once granted, CS agent can confirm with management next step if to refund or send replacement to customer. Update customer of managements decision. If it is a refund, Accounts will process it and if it is a replacement then CS will do it. Please see SOP on How to Arrange Replacement.

6.4. However, in cases wherein the claim is taking too long and the customer is getting impatient, CS can tag management and ask if we need to send replacement or refund even though the claim is still on-going. Wait for managements advice before updating customer.

  1. Failed Claims Write the reason why the claim failed in the Activity Section and move the card to Supplier Claims Failed (red box in Figure 39). Label also the card as FAILED.
Fig. 38
Fig. 38
  1. Supplier Claims from Orders received from

Supplier#

When an issue is identified from an incoming delivery by the Warehouse – (See Warehouse SOP for Goods Inwards)

Supplier Pack Lists quantity should be checked against what is received to claim for missing/wrong amounts

Incoming Order Quality Issues Noted on the Pack List

In both cases this should be Pictured with notes on the Pack List, pictures of the issue sent in Skype ‘Procurement Group’ with issue comments noted alongside.

Supplier Claims agent must then Open emails and log the Ticket as claim number following all stages above to complete the claim for affected items.

Video & Media#

🎥 supplier claim process

Notes#

This section is important so Adhoc points and issues can be logged. Also, Q&A can be logged for suggestions for potential issues encountered. Also, log important notes needed for this system. Additional Notes:

Make sure that claims are logged in real time. CS agents will be the first to populate the supplier claim trello card and make first contact with supplier. Accounts will do the follow-up after CS agent send the Supplier Claim Macro. Accounts should be the one responsible in pushing for the refunds. A weekly report of supplier claims is submitted to management for update and review. Make sure to ask warehouse to check on remaining stocks to avoid the issue repeating again to another customer. Ensure urgency in doing the follow-up especially when it is clear that it is our fault (or courier / supplier)  and customer complaints is true.

Potential Issues:

1 - ISSUE ENCOUNTERED: Stuck on Loading

RESOLUTION: Refresh Browser

2 - ISSUE ENCOUNTERED: Broken Links

RESOLUTION: Get the external link as this will allow other people to access the SOP without the need for login credentials and avoid broken links.

Attachments#

List_of_Suppliers_-_Jan_2021.… 16/12/2025