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On a recent RMA return, a customer returned our product as well as product manufactured by our largest competitor. The customer insists they returned only the goods we manufactured. Any idea about how to handle this?

Answer: In the future, I would use a digital camera to document the problems with the product being returned. Documentation is the key. Ideally, you would want to provide the customer with a detailed accounting of what products were returned that belonged to you, and which products you did not manufacture and need to return to your customer. Combining the digital photographs with a detailed description of what was received is often enough to convince the debtor that your company is efficient enough to deal with this problem.

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