How to handle late deliveries — escalation playbook
When merch is late, who do you call first? A 6-step escalation playbook with timing thresholds, escalation contacts and recompense playbook.
Step-by-step
Step 1 (delivery date + 1 day) — contact your sales rep. Ask for tracking, factory status and revised ETA. Document the response. Step 2 (+2 days) — escalate to the account manager. Request a written status report. Step 3 (+3 days) — request urgent recovery action: split shipment, air-freight upgrade, partial-delivery to event venue. Step 4 (+5 days) — escalate to senior management; request recompense for the lateness (discount, free reprint, complimentary rush on next order). Step 5 (+7 days) — formal complaint in writing; consider partial refund or order cancellation under your contract's late-delivery clause. Step 6 (post-event) — post-mortem with full timeline; decide whether to continue the supplier relationship.
Common pitfalls and best practice
The most-important rule: document everything in writing. Phone calls and verbal promises are not enforceable. Demand written ETA confirmations after every escalation step. For events with hard deadlines (conferences, sales kickoffs, product launches), build in a 5-day buffer between delivery date and event date — this is non-negotiable for serious clients.
Italy-specific notes
For Italy, 22% VAT is added via the country's mandatory B2B e-invoice channel (IVA 22% via SdI). Our Milano production hub serves the whole country with same-day delivery in the capital and next-day nationwide via local courier networks. Strike-off samples are billable separately and credited 100% against the production order on qualifying volumes within 60 days. EU reverse-charge applies for clients with valid EU VAT IDs outside Italy.
FAQ
How much advance notice do you need?
Standard lead time is 10-15 working days from sign-off. Rush production possible at +35% with 7-10 day delivery.
Who in my team should own this?
Procurement lead for budget and contracts, brand manager for design and approvals, project owner for timeline coordination.
Do you provide playbooks or templates?
Yes — request our procurement template pack with RFP forms, RACI matrices and approval-gate checklists.
VAT and invoicing?
22% VAT via IVA 22% via SdI. EU reverse-charge for valid VAT IDs.
Multi-country rollouts?
Yes — single contract, country-level fulfilment from Milano and partner hubs across the EU.