A complaint about a lash order is usually settled by comparing what arrived with what was agreed. That comparison is easy when both sides hold the same written record and difficult when the only record is a conversation. The evidence trail is therefore built before shipment, not after a complaint.
What to record at shipment
- Photographs of the batch. Open trays, not only a sealed box.
- The specification version shipped. Tied to the approved sample.
- Count per tray for the batch. Fill quantity is a common point of dispute.
- The packaging version. Label artwork and box version, dated.
- The dispatch basis. When the order was considered shipped.
Why photographs beat descriptions
A description of a defect is interpreted differently by each party. A photograph taken at packing, in consistent light, of the tray as it was packed settles questions that would otherwise require both sides to describe an object they can no longer see together.
The photographs do not need to be professional. They need to be dated and to show the tray and label clearly.
Separating the three failure types
Most lash complaints fall into one of three categories, and each has a different resolution. A product defect is a comparison against specification. Transit damage is a comparison against packing. A performance issue such as short retention is a comparison against technique and conditions, and is often partly on the application side.
Attributing a complaint to the wrong category wastes the resolution. Short retention attributed to product quality when the cause is adhesive technique produces a replacement shipment that resolves nothing.
What a fair process looks like
- The buyer describes the issue against the specification, not in general terms.
- The supplier compares it to the batch record and photographs.
- Both sides agree which category the issue falls into.
- The remedy is applied per the written terms — correction, replacement or credit.
None of this requires distrust. It requires that a small order can be assessed without either side relying on memory, which is the only way a low-value claim becomes economic to resolve at all.