Material questions
Provide the order reference, affected part number and quantity, with a description and relevant photographs or test results. Indicate whether the question concerns markings, packaging, condition or performance.
After-sales support
Help with material, shipment and document questions
After delivery, a question may concern the received parts, a damaged package or a missing record. Vistime reviews the reported issue against the order and available evidence, coordinates with the relevant supplier or service provider and follows the agreed next steps.
Questions about received material, delivery or supplied documents are reviewed against the order. We coordinate the relevant information and follow-up, with any return, replacement or other remedy determined by the findings and agreed terms.
On this page
What information helps us review the issue
Delivery exceptions
For damaged packs, missing quantities or delivery difficulties, keep shipping references and receiving records. Photographs of the packaging and a note of when the issue was found help identify the next checks.
Document requests
Identify the transaction and the record needed, such as a shipment detail, inspection record or available material document. We check the order files and explain any request that requires separate coordination.
Review the facts, then confirm the response
Identify the issue
Confirm the affected material, quantity and available evidence. Request additional information where it is needed to understand the reported problem.
Coordinate the review
Discuss the facts with the relevant supplier or service provider and consider any further checks needed for the material or shipment.
Record the agreed response
Communicate the conclusion and the arrangement accepted by both parties, including any action still outstanding.
Returns, replacements and other remedies are assessed against the findings and the terms agreed for the order.