Should you always respond to a customer claim?

Yes: silence is often read as an admission or as disdain, and it hardens the customer's position. Even when refusing, a written, reasoned and courteous reply is preferable.

How quickly should you respond?

Acknowledge receipt immediately and give a date for your reply. Then check whether your contract or your terms and conditions of sale set a time limit for handling claims, and meet it.

Does a goodwill gesture amount to an admission of liability?

Not necessarily, but the wording matters: state that it is granted as a commercial gesture, without any admission of liability. If the stakes are high, have the letter reviewed by a lawyer.

Responding to a Customer Non-Conformity Claim

A claim for non-conformity puts the relationship under strain. Handled well, it can actually strengthen it. Here, in order, are the six steps we recommend to respond quickly and fairly.

1. Acknowledge receipt, quickly

The same day if possible: “We have received your claim, we are looking into it and will reply by [date].” This first message calms things down, without admitting anything on the substance.

2. Gather the documents

The order, the accepted quote or the contract, and your terms and conditions of sale.
The specifications or technical requirements, if any.
Delivery notes and acceptance reports, with or without reservations noted on delivery (réserves).
Photos, inspection reports, email exchanges.

3. Establish the facts and the timeline

Who ordered what, when, with which requirements; what was delivered, when, in what condition; when the problem was reported. A simple timeline, document by document, avoids debates based on impressions.

4. Review your commitments

Compare what was promised (specifications, tolerances, lead times, service commitments) with what was delivered. Also check what your terms and conditions of sale provide: time limit for claims, return arrangements, penalties. For the legal reading of a clause or a contract, call on your lawyer.

5. Quantify what is at stake

The amount claimed, the cost of rework or replacement, the cost of a goodwill gesture, and the value of the customer relationship over several years. This costing is what lets you choose between disputing, negotiating or conceding.

6. Reply in writing, with a proposal

Restate the customer's request, then the established facts.
Give your position, with the documents that support it.
Make a concrete, dated proposal: correction, credit note, replacement, or a reasoned refusal.
Stay factual and courteous: your letter may be read by a third party.

Finally, fix the root cause. A visible corrective action is often worth more than a financial gesture.

Warning: if the claim takes the form of a formal notice (mise en demeure) or mentions legal action, have your reply reviewed by a lawyer before sending it.

Good to know: this guide is for information only and does not replace legal advice tailored to your situation. If the stakes are high or proceedings are involved, consult a lawyer.

Practical guide · Customer disputes Customer claim for non-conformity: how should you respond?