Customer Claim

Customer Claim refers to a demand for compensation made by an overseas buyer against the exporter (seller) when the goods fail to conform to the contract in terms of quality, quantity, packaging, or delivery time, or when cargo loss or damage occurs. Common scenarios include: quality defects found during inspection upon arrival, short shipment, losses caused by delayed delivery, and cargo damage during transit where liability rests with the seller. Points to note: upon receiving a claim, promptly verify the evidence (such as inspection reports, photos, bills of lading), identify the responsible party (seller, carrier, insurance company), and respond within the claim period stipulated in the contract. Unlike 'Settlement of Claim,' which is the seller's handling and payment of the claim, a claim is a demand raised by the buyer. Unlike 'Return of Goods,' a claim may only seek monetary compensation rather than returning the goods. When handling claims, keep records of communication, avoid making arbitrary promises, and if necessary, negotiate a price reduction, replacement shipment, or rejection of the claim.