Second response addressing a complaint that you supplied goods too late

What’s a Second response addressing a complaint that you supplied goods too late and when do you need it?

This is the second response letter in our suite of correspondence templates covering the situation where your business customer has complained that the goods they ordered from you have arrived too late for them to be used for the purpose that they intended.

In this letter, you’re reiterating the explanations that you provided in your first reply and emphasising again that you do not consider you’re liable to compensate the customer for the loss they’re requiring you to cover.

Of course, if you don’t have a compelling reason for not delivering the goods on time, and in your first reply, you did make an offer of compensation that the customer has now rejected, you’ll need to consider what more (if anything), you’re prepared to offer to resolve the disagreement.

You do not need to make any such offer, of course. But if you choose to make an offer, such as a discount gift towards a next purchase or a free something or other, it’s good to ensure that your wording does not come across as an admission of any wrongdoing regarding the delivery of the goods.

And, where the goods were clearly late, and this was in fact a technical breach of the contract, one of the biggest mistake suppliers make is not being realistic about their offer to ‘make good’ and appease the customer. Penny-pinched offers can often escalate the complaint into a full-blown claim by an indignant customer.