Claims, shortages and quality issues
Problems on arrival are rare but real: short bags, wet cartons, a lot that does not match the sealed sample. This is the process, written down so nobody has to chase a sales representative.
Timelines
| Issue | Notify within | Evidence needed | Our response |
|---|---|---|---|
| Shortage or damage visible at unstuffing | 3 business days of container devanning | Photos of seal, container number, damaged goods, tally sheet, surveyor report if any | Acknowledged within 1 business day; credit note, replacement or insurance claim assistance within 10 business days |
| Quality deviation from contract specification | 14 days of arrival | Test report from an accredited laboratory on a sealed retained sample, plus your sample reference | Joint review with the retained origin sample; resolution proposal within 10 business days |
| Documentation error | Any time | The document and the correction needed | Corrected document within 2 business days |
Principles
- Retained samples from every shipped lot are kept for 6 months.
- Credit notes are issued as money, not as store credit, unless you prefer a deduction on the next shipment.
- Disputes are settled on the contract specification and the sealed samples, not on opinion.
Send claims to hello@odod.us with your enquiry or contract reference in the subject line.