Customer Compensation Procedure

The 'Customer Compensation Procedure' is a standard operating process in the after-sales phase of foreign trade. It refers to the steps and rules by which the seller or manufacturer compensates the customer, in accordance with the contract or internal policy, when the customer files a claim due to product repair issues (such as repair delays, substandard repair quality, or secondary damage caused by repair). Usage scenarios include: repair failure within the warranty period, unresolved issues after multiple repairs, and customer production losses during repair. Precautions: It is necessary to clearly define the compensation trigger conditions, compensation scope (such as repair costs, freight, and downtime losses), compensation cap, and exemption clauses; the procedure should be written into the sales contract or after-sales agreement, and oral promises should be avoided. Difference from other terms: It differs from the 'Return Procedure,' which involves return and refund, while this term focuses on compensation in the repair process; it also differs from a 'Quality Claim,' which usually targets quality issues of new goods, while this term specifically refers to secondary problems after repair. Foreign trade practitioners should ensure the procedure complies with local consumer protection laws and keep written records.