Customer Compensation Investigation

Customer Compensation Investigation is a professional term in foreign trade after-sales service. It refers to the systematic investigation conducted by the exporter or manufacturer into the reasons for compensation, attribution of responsibility, and reasonableness of the amount after a customer raises a compensation claim due to product repair issues. Usage scenarios include: customer complaints that the product still cannot be used normally after repair, secondary damage caused by repair, production losses caused by repair delays, etc. Note: It is necessary to distinguish 'repair compensation' from 'return compensation' and 'quality claim'—the former usually targets situations that are repairable but have already caused actual losses, while the latter involves an entire batch of goods or fundamental breach of contract. The investigation should collect evidence such as repair records, inspection reports, correspondence emails, and on-site photos, and assess whether it falls within the warranty scope and whether it was caused by improper customer operation. Unlike a 'customer satisfaction survey,' this term focuses on fact verification and determination of responsibility in compensation disputes, rather than service evaluation. It is recommended to specify repair responsibility, compensation caps, and investigation time limits in the contract to avoid escalation of disputes.