How should a distributor keep a log of batch-level complaints?

Main answer · Wecent Editorial Team

Short answer: Use one log, with one row per complaint, and record the model, batch or date code, quantity, issue category, severity, date, the customer, the evidence and the outcome. Review it often to spot trends by batch, share it with the supplier and escalate any safety issue the same day. Make sure your product and packaging carry a traceable batch code.

Why batch-level matters

A single complaint may be a random event. Several from the same batch suggest a manufacturing problem. Without batch data you cannot tell the difference, and the supplier cannot fix the cause.

Fields for the log

• Complaint ID and date.
• Product and model.
• Batch, lot or date code.
• Where bought and when, and the order or invoice number.
• Issue category, such as no power, slow charging, overheating, noise, damage, labelling or packaging.
• Severity, such as cosmetic, performance, safety.
• Description and evidence: photos, video, the unit if returned.
• Actions: replacement, refund, return to supplier, investigation.
• Status and closing date.
• Root cause, when known.

How to get the batch code

Check that the label, the carton or the product carries a code that links to a production date and factory. If it does not, ask the supplier to add one. A carton label or inner label may help.

Process

1. Record every complaint in the same place, from all channels.
2. Classify it on the same day.
3. Escalate safety issues immediately to the supplier and to your management.
4. Collect the unit where possible.
5. Review the log weekly or monthly and count complaints by batch and model.
6. Calculate rates, such as complaints per thousand units sold from the batch.
7. Share summaries with the supplier and agree corrective actions.
8. Check the effect on later batches.

Trends to watch

A rise in one issue in a batch, a model that always has more complaints, a particular country or channel, or a cluster after a design change.

Privacy

Store customer details securely and share only what is needed with the supplier.

Quick summary

One log, batch codes, a simple category list, regular reviews and fast escalation for safety issues.

Example entry

“2026-03-04, model GX-20, batch code 2512B, retail customer, slow charging, performance severity, photo attached, unit returned, replacement sent, supplier informed, status open.” A short entry like this takes a minute to record. After a few months the log shows whether batch 2512B has more complaints than other batches.

Where this answer says to confirm with Wecent, the detail is not published on the product page and has to come from the datasheet or the factory. General facts come from the regulators, standards bodies or device makers named in the text.