Standardized workflow for handling supply chain deviations, quality discrepancies, urgent order modifications, and operational exceptions.
An exception request is submitted when standard order parameters cannot be met or require deviation. This includes late deliveries, material substitutions, quality defects, rush processing, or custom specification changes post-approval.
All exception requests must be submitted through the official portal or designated email. Verbal or chat requests will not be processed unless followed by written confirmation within 2 business hours.
Transparent, tracked, and time-bound. Every request receives a unique tracking ID upon submission.
Submit request via portal or email. Our system auto-classifies by category: Quality, Logistics, Specification, or Rush/Urgent.
Operations & QA teams review documentation. Severity and impact are assessed. Urgent cases bypass standard queue.
Proposed solution drafted: replacement shipment, discount/credit, spec adjustment, or expedited manufacturing.
Dedicated account manager contacts you with the proposed resolution, timeline, and acceptance confirmation required.
Action executed. Tracking updated. Post-resolution survey sent. Case archived with audit trail for compliance.
Incomplete submissions will be returned, delaying resolution. Please ensure all items below are attached.
PDF or image format. Must include purchase order number and delivery reference.
Clear photos/videos of defective products, packaging damage, or shipping discrepancies.
Concise explanation of the deviation, quantity affected, and business impact.
Your preferred outcome: replacement, credit, spec change, or urgent reshipment.
Guaranteed response and resolution windows based on exception severity.
| Severity Level | Definition | Response Time | Resolution Target |
|---|---|---|---|
| Critical (P1) | Complete shipment failure, safety defect, or urgent production halt | < 2 Hours | 24–48 Hours |
| High (P2) | Partial shortage, significant spec deviation, or delayed delivery impacting ops | < 8 Hours | 3–5 Business Days |
| Standard (P3) | Minor cosmetic issue, documentation error, or non-urgent modification | < 24 Hours | 5–7 Business Days |
Complete the form below or email our dedicated exceptions team. You will receive a tracking ID immediately.
For time-sensitive exceptions, contact our operations desk directly.
All submissions are encrypted and processed in compliance with ISO 9001 & GDPR standards.