Understanding common problems helps you prepare and respond effectively.
Common Supplier Problems
Quality Issues
Product Doesn't Meet Specification
- Lower purity: Below guaranteed level
- Impurities: Contaminants present
- Form problems: Wrong shape or condition
- Weight discrepancy: Actual less than claimed
- Degradation: Oxidation or damage
Discovery Process
- Visual inspection: Initial assessment
- Testing: Independent lab verification
- CoA review: Compare to claimed specs
- Seller contact: Report findings
- Documentation: Save all evidence
Resolution Options
- Replacement: Request correct product
- Refund: Money back for purchase
- Partial refund: If partially usable
- Repair: Refinement or reconditioning
- Legal: If cannot resolve
Delivery Problems
Late Delivery
- Delayed shipment: Takes longer than promised
- Tracking: No shipment update
- Communication: Supplier won't explain
- Deadline miss: Causes business impact
- Cumulative: Repeated lateness
Wrong Item Delivered
- Incorrect purity: Wrong grade
- Incorrect form: Wrong shape
- Incomplete order: Missing portions
- Damaged: Broken during transit
- Mislabeled: Wrong identification
Partial Delivery
- Incomplete: Only partial quantity
- Wrong quantities: Doesn't match order
- Missing documentation: CoA incomplete
- Unexplained: No communication
- Recurring: Happens repeatedly
Communication Problems
Unresponsive Supplier
- Slow replies: Takes days/weeks
- Ignored emails: No response
- Phone: Can't reach them
- Evasiveness: Avoids questions
- Disappearing: Suddenly unreachable
Unclear Responses
- Vague answers: Doesn't explain
- Contradictory: Information changes
- Incomplete: Only partial answers
- Language: Difficult to understand
- Confusion: Creates more questions
Financial Problems
Unexpected Costs
- Hidden fees: Charges not mentioned
- Surprise charges: Show up on bill
- Currency issues: Exchange rate shock
- Unanticipated: Not discussed upfront
- Cumulative: Multiple unexpected costs
Payment Issues
- Demanding prepayment: Before delivery
- Refund delays: Takes months
- Payment complications: Difficult process
- Fee disputes: Charges disputed
- No invoice: Professional documentation missing
Fraud or Deception
Counterfeit Products
- Fake purity: Lower than claimed
- Fake documentation: Forged CoA
- Misrepresentation: Misleading statements
- Bait and switch: Different on delivery
- Expensive loss: Total investment lost
Dishonest Practices
- Broken promises: Don't follow agreement
- Unethical: Misleading or deceptive
- Untrustworthy: Repeat issues
- Unwillingness: Won't make it right
- Pattern: Multiple problems
Problem Resolution Process
Step 1: Verify the Problem
Confirmation
- Carefully inspect: Product condition
- Test independently: Third-party lab
- Review contract: What was promised
- Save evidence: Photos, documents
- Document findings: Detailed notes
Step 2: Contact Supplier
Initial Communication
- Professional tone: Business-like approach
- Specific: Exactly what's wrong
- Evidence: Provide documentation
- Timeline: When you discovered
- Requests: What you want
- Timeline: When you need response
Communication Method
- Email: For documentation
- Phone: For quick discussion
- Video: If visual important
- Written: Formal record
- Certified: If serious issue
Step 3: Propose Solution
Options
- Replacement: New product
- Refund: Money back
- Partial refund: Partial resolution
- Repair/refinement: Fix the product
- Credit: Future purchase discount
Negotiation
- Be reasonable: Fair solution
- Acknowledge: Their perspective
- Problem-solve: Creative options
- Document: Agreed resolution
- Verify: Confirm implementation
Step 4: Escalation
If Initial Fails
- Contact manager: Higher authority
- Formal complaint: Written escalation
- Third-party: Neutral mediator
- Legal: Contract terms
- Payment processor: If applicable
Timeline
- First contact: Within 2 days
- Response expected: Within 5-7 days
- Escalation: After 2 weeks unresolved
- Legal: After 30 days unresolved
Step 5: Documentation
Keep Records
- All communications: Save emails, calls
- Dates and times: When occurred
- Amounts: Costs involved
- Evidence: Photos, test results
- Agreements: Resolution discussions
- Outcomes: What happened
Specific Problem Solutions
Quality Problem Resolution
For Low Purity
- Test independently: Confirm low purity
- Contact: Report purity shortfall
- Negotiate: Offer solution
- Options: Full refund, replacement, partial refund
- Document: Agreement on resolution
Timeline
- Report: Immediately upon discovery
- Negotiation: 1-2 weeks
- Resolution: 2-4 weeks typical
Delivery Problem Resolution
For Late Delivery
- Check status: Verify shipment status
- Contact: Ask about delay
- Understand: Get explanation
- Adjust: Revise expectations
- Follow up: Verify on-time
For Wrong Item
- Verify: Confirm not correct
- Photograph: Document condition
- Contact: Report immediately
- Options: Return and reship, refund
- Arrange: Return logistics
Communication Problem Resolution
For Unresponsive Supplier
- Escalate: Contact higher authority
- Timeline: Set response expectation
- Formal: Send written demand
- Alternative: Use new supplier
- Legal: If not resolved
Prevention Strategies
Vetting
Before Purchase
- References: Check existing customers
- Communication: How responsive
- History: Look at track record
- Trial: Small initial order
- Documentation: Review agreements
Clear Agreements
Contract Terms
- Specifications: Exact requirements
- Delivery: Timeline and location
- Quality: What's guaranteed
- Recourse: What if wrong
- Penalties: For non-compliance
- Timeline: For resolution
Documentation
At Purchase
- Detailed PO: Clear requirements
- Photos: Document condition
- Weights: Verify scale
- Signatures: Acknowledge receipt
- Testing: Plan testing approach
- Timeline: When to test
Quality Assurance
Receiving Process
- Inspect: Upon arrival
- Photo: Document condition
- Test: Plan for verification
- Timeline: Don't delay testing
- Results: Review thoroughly
Relationship Management
During Partnership
- Regular communication: Maintain contact
- Feedback: Share performance results
- Appreciate: Acknowledge good work
- Address: Issues promptly
- Evolve: Adjust as needed
Dispute Resolution
Informal Resolution
Direct Negotiation
- Professional discussion: Collaborative
- Listening: Understand their position
- Fair: Reasonable offer
- Documentation: Confirm agreement
- Implementation: Verify resolution
Formal Resolution
Third Party Options
- Arbitration: Private decision maker
- Mediation: Neutral facilitator
- Small claims: Legal system
- Chargebacks: Payment processor
- Legal action: Courts
When to Use
- Amount significant: Worth the cost
- Relationship: Likely ending anyway
- Principle: Important to pursue
- Evidence: Strong documentation
- Options: Other alternatives exhausted
Recovery and Future Prevention
Immediate Actions
Document Everything
- Issue details: Specific problem
- Communications: All correspondence
- Evidence: Photos, test results
- Costs: Expenses incurred
- Timeline: When occurred
Follow-Up
Next Steps
- Decision: Use supplier again?
- If yes: Clear new agreement
- If no: Find new supplier
- Diversify: Multiple suppliers
- Review: What went wrong
Lessons Learned
Improve Process
- Vetting: Better evaluation
- Contracts: Clearer terms
- Communication: Better protocols
- Quality checks: More thorough
- Relationship: Stronger monitoring
Key Takeaways
- Prevention - Best strategy
- Verification - Don't assume quality
- Documentation - Critical for resolution
- Professional - Maintain good tone
- Prompt - Address immediately
- Escalation - Use when needed
- Records - Keep everything
- Lessons - Learn and improve
Disclaimer
This guide is educational. Serious disputes may require professional legal counsel.