Growsian Agro coordinates quality complaints and claims against the order, shipment, product, lot and available evidence. Early notice and complete records help us route the issue to the responsible supplier, processor, packer, carrier or service provider.
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Complaint and claim workflow
- Record the notice date, order, invoice, shipment, product and lot.
- Preserve goods, packaging, seals, photographs and documents.
- Separate confirmed facts from assumptions.
- Review contract, specification, sample basis, COA, transport and storage.
- Perform risk assessment and decide whether stock must be blocked.
- Investigate supplier, processor, packer, laboratory and transit evidence.
- Document root cause and corrective action.
- Agree disposition, replacement, credit or rejection under the contract.
- Track effectiveness and close only after evidence is complete.
India’s DGFT provides a Quality Complaints and Trade Disputes mechanism for certain complaints involving Indian and foreign parties. It is not a substitute for clear contracts, prompt evidence preservation or professional legal advice.
Response timelines and escalation
Acknowledge a complaint promptly and give the buyer a clear owner and next step. Record the agreed response or resolution timeframe in the contract or complaint-handling procedure. If a complaint is not resolved at first contact, escalate it from the handling contact to quality management and, where a claim or safety issue is involved, to senior management and the buyer’s nominated contact.
Routing and roles
Route quality and safety matters to the designated quality or complaint contact, separately from routine sales enquiries. The handler coordinates the supplier, processor, packer, laboratory and transit parties as needed, while the buyer’s importer or broker is kept informed where clearance or a recall may be affected.
Lot, evidence and linkage
Every complaint is tied to a specific lot and order so it can be traced through the certified and production records. Preserve the physical evidence (goods, packaging, seals, photographs) and the documentary evidence (contract, specification, COA, transport and storage records) before disposition. Confirmed nonconformities are handled through the nonconformity and corrective action process.