Customer Complaint - Missing paperwork

Customer requires us to send a test report with every shipment. We include it and i even sign off on the shipment that the report is included with the paperwork. Yet the customer is complaining that they dont receive it. How do i even start to investigate this?

What does "included with the paperwork" mean? Details, please.

I recommend taking a picture of it attached or in the shipment. Send this and an electronic copy by email to the customer when you ship as proof it was done. Then the customer can check if someone is removing it on their end.

Hybrid said:

Customer requires us to send a test report with every shipment. We include it and i even sign off on the shipment that the report is included with the paperwork. Yet the customer is complaining that they dont receive it. How do i even start to investigate this?

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How is the paperwork sent? Attached to the shipment, it may be removed and filed by someone in receiving? Via email -- maybe to the wrong email address? Your customer should verify on their end what it happening as well.

Hybrid said:

Customer requires us to send a test report with every shipment. We include it and i even sign off on the shipment that the report is included with the paperwork. Yet the customer is complaining that they dont receive it. How do i even start to investigate this?

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Send it registered mail and bill them for it.

Johnnymo62 said:

I recommend taking a picture of it attached or in the shipment. Send this and an electronic copy by email to the customer when you ship as proof it was done. Then the customer can check if someone is removing it on their end.

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I'd take the picture and keep it in my pocket until the customer complains yet again, then show them your proof and let them find out who on their end is screwed-up.

Randy said:

Send it registered mail and bill them for it.

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lol

In addition to all the above, check its not being included with the shipping documentation, I had a similar issue with certificates, where Customs would pull out all the documents and throw away what they didn't need.

You may have a robust QMS at your facility but have no control over what your customers have. I would opt to the picture taking idea with a time stamp. Inform the customer that you have documented evidence that clearly shows the paperwork was included in the shipment. If and when they complain again, attach the photos to an email of their choice. This should satisfy the missing requirements. It will not solve what happened at their facility; that is their problem to solve.