Customer Communication & Complaint Process – For Manufacturers

1. Two Communication Paths

At Packlando, customer communication is divided into two distinct processes:

• General questions from customers: Go directly to the manufacturer.
  Examples: Product details, material options, sizes, printing methods, delivery times.
• Complaints or issues: Are handled only through Packlando.
  Examples: Wrong delivery, quality defects, transport damage.

2. Process for General Questions

• Reply within 24 hours.
• Provide clear, concise and complete answers – avoid unnecessary technical jargon.
• Do not share personal contact details or external links.
• Do not advertise your own services in the communication.

3. Complaint Handling Process

1. The customer reports the issue to Packlando.
2. Packlando reviews the case and may request evidence (photos, videos).
3. Packlando forwards all relevant information to the manufacturer.
4. Manufacturer responsibilities:
   • Provide a response within 24 hours.
   • Conduct a technical review and identify the cause.
   • Offer a concrete solution (reproduction, replacement, refund).
5. Packlando informs the customer and closes the case.

4. Behaviour Guidelines for Manufacturers

• Be responsive: Quick replies improve customer satisfaction.
• Be precise: Always provide exact information.
• Evidence-based: Support issues with facts, measurements or photos.
• Customer-focused: Remain polite and solution-oriented, even with problems.
• Quality assurance: Identify the cause of errors and take steps to prevent them.

5. Benefits of This Structure

• Customers receive direct technical answers from the manufacturer.
• Packlando ensures complaints are handled professionally and consistently.
• Manufacturers can focus on production and technical consulting.