Distribution insights
Preparing a Product Return or Damage Enquiry
Published · Updated · 2 min read
A report of damage or a proposed return starts an evidence review. It does not itself authorize movement of stock, a refund, a replacement or a credit note.
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Identify what is affected
Record the exact product and pack, quantity, transaction reference and batch or expiry information where legible. Describe the observed issue in plain terms. Keep photographs and correspondence with the authorized business record; do not alter or discard evidence to make the case appear simpler.
Separate observation from cause
A damaged container is an observation. Who caused the damage may require investigation. Similarly, a quantity difference should be checked against the agreed order and delivery evidence before assigning responsibility.
Ask for the applicable next step
Seek instructions from the authorized decision-maker before returning or redistributing affected stock. No standard allowance or automatic settlement timeline is promised.
Track the decision and its completion
Keep the request, acknowledgement, further information asked for and eventual decision together. If an adjustment is approved, connect it to the original transaction and have the relevant accounting or tax treatment reviewed by the responsible professional.
Should I promise my customer a credit before receiving a decision?
Do not commit to an outcome you are not authorized to offer. Explain what has been reported and what remains under review.
Does keeping complete evidence guarantee acceptance?
No. It supports review but does not determine responsibility or entitlement.
Contact XpoAura about the specific issue through the appropriate business channel; never include customer documents in public comments.