Returns and complaintsin wholesale.

Companies that copy retail rules into wholesale give buyers more than they have to, or less than their sales reps promised. Both mistakes cost money. Below are the differences worth remembering and how handling a complaint should look.

Fourteen days is a consumer right

The statutory right to withdraw from a distance contract belongs to consumers, and in Poland in some cases to sole traders buying outside their profession. An electrical wholesaler selling cable to an installer for their work does not have to accept a return without reason. It can, if that is agreed.

Warranty between businesses

Between businesses the statutory warranty can be limited or excluded by contract, and the buyer has to inspect the goods and report a defect promptly. That is a good reason to state plainly in your wholesale terms how long and in what form you accept complaints. Check the details with a lawyer who knows your industry.

What that means for the system

• A complaint is created on the order and line it concerns, with a date and the person who took it.
• Both sides see it: the buyer in their account, the team in the same queue as orders.
• It ends with a named decision: accepted, rejected, replacement, correction.
• It closes with a document: a correction issued the same way as the invoice.

A return is also money and a credit limit

When buying on terms, an accepted complaint changes the buyer's balance and free limit. If the correction does not reach the accounts, a customer with a valid complaint can get an order block for a debt they do not have.

How it looks in Torveo

In Torveo the customer files a complaint from their account, on a specific order and line. The team handles it in the panel with statuses and comments, and the customer gets an email at every change and sees a list of their complaints. Returns have a separate path linked to the order.

A good wholesale complaint ends with a quick decision and a correct document. The rest is courtesy.