First, understand the buyer’s requirement
The buyer is requesting a discount due to comments on the delivery.
The team is already discussing the percentage, although they have not yet separated the problem description, evidence, and desired outcome.
It’s easy to agree on an amount without determining whether it resolves the issue or whether the agreement can be fulfilled.
This material helps to prepare a managerial comparison of options.
It does not determine the guilty party, the mandatory compensation amount, or the procedure for making claims.
Notification deadlines, contractual rights, and the consequences of concessions should be checked with a qualified lawyer.
Discuss commercial responses to a claim for your business
I can help structure commercial responses to a claim, gather the required information and evidence, and agree responsibilities and next steps.
We can also discuss similar difficulties and related foreign trade tasks.
We agree the scope and any specialist involvement before work starts.
Gather facts separately from the proposal
Record what the buyer has communicated, what materials have been received, what facts have been confirmed by both parties, and what requires verification.
Indicate separately what the buyer is seeking: clarification, correction of a deficiency, replacement, price change, or another outcome.
Do not label a disputed description as an agreed fact just because it appears repeatedly in correspondence.
Preserve documents and observations.
If a product investigation is required, its technical scope will be agreed by competent participants.
Compare feasible options
| Possible next step | What to verify before proposing |
|---|---|
| Request missing information | What information will actually help make a decision |
| Additional operation or replacement | Admissibility, product availability, route, timeline, and costs |
| Change commercial terms | Authorities, amount calculation, documents, and execution procedure |
| Negotiate with a neutral party | Parties’ consent, suitable procedure, and its cost |
The presence of a line in the table does not mean the option is available in a specific country or accepted by the other party.
For example, returning food products may require a separate assessment of regulatory permissions and logistics conditions.
Calculate consequences within the same boundaries
Hypothetical example: the discussed concession is 50,000 ₽ (Russian RUB).
Another option preliminarily includes 35,000 ₽ for goods and 25,000 ₽ for transportation, totaling 60,000 ₽.
This does not yet prove the concession is better: costs may be incomplete, and the buyer may not accept a monetary solution.
Include uncertain costs and unresolved conditions in the comparison.
The ICC, in materials on conflict management, considers early information exchange and various settlement methods.
This is not a promise of result or a substitute for contractual procedures; RunFTA’s coordination service does not include acting as an arbitrator or mediator.
Confirm the chosen action
Before execution, clarify who has agreed on the decision, what exactly is changing, how documents are formalized, and when parties will verify the result.
Legal text and implications for other claims should be checked by authorized specialists.
Do not close the issue in CRM based solely on a sent proposal.
Initial materials can be gathered using the claim analysis scheme for quality issues.
The manager then makes a commercial decision based on facts, costs, and verified constraints.
Internal management guidance; examples are hypothetical.
Overseas sources do not establish Russian legal requirements.
Check authority, contract terms, restrictions and mandatory procedures for the specific transaction.
Reviewed 26 October 2026.
