Factory support after your final order
Agree a written support handover with a named contact, a backup, an open warranty case register and accessible technical records. Set a date for routine communications to end, with separate arrangements for unfinished cases and safety concerns. Confirm the factory and buyer responsibilities with Cambridge China Bridge.
Put the support handover in writing
After placing the final order, ask the factory to acknowledge a support schedule identifying the orders, products and batches covered. Include outstanding deliveries, document requests and service work. Keep this with the order documents so support arrangements do not depend on a salesperson remembering a conversation.
The nearby guides cover product checks and repeat-order release, rather than ending a buying relationship. Use this schedule to connect those existing records to the people who will handle the remaining work.
Name the contact and their authority
Record the service contact’s name, role, company email and backup contact. Agree the communication channel, working language, acknowledgement expectations and escalation route. Ask what happens if the contact leaves or the factory changes its service team.
Specify who can approve replacement parts, repairs, credits and dispatch costs. If Cambridge China Bridge coordinates messages through its staff in China, record who follows up with the factory and who makes the commercial decision. A helpful contact may still need approval before promising a remedy.
Keep remaining warranty cases visible
Create an agreed register showing each case reference, affected batch, reported fault, evidence received, proposed remedy, responsible person and next action. Separate unresolved cases from those awaiting parts, shipment or buyer confirmation. Ask both parties to confirm the register before routine support ends.
State how claims raised after the final order will be submitted under the agreed warranty terms, and how unfinished cases will continue after the communication end date. Confirm responsibility for diagnosis, transport and replacement costs. Use the warranty administration guide for the underlying arrangements and the spare-parts guide for parts planning.
Test access to technical records
Agree a document index linking specifications, drawings, test reports, instructions, approved changes and service information to the supplied products and batches. Identify which records the buyer receives, which remain with the factory and how further copies can be requested. Use the technical compliance file guide to plan the file contents.
Download the agreed records and check that they open, show the relevant revision and match the final supplied goods. Ask for an agreed route to obtain restricted records rather than assuming access to every factory document. Record the archive custodian and future retrieval contact; a departing employee’s shared link is a weak handover.
Set a clear end to routine communications
Write a calendar date for routine support communications to end and define what stops then, such as regular updates or general purchasing queries. Before that date, review the case register and document index together. Agree how unresolved cases continue, who receives later messages and how any extension is confirmed in writing.
UK businesses that make, import, distribute or sell consumer products remain responsible for their safety. Keep a route for safety concerns separate from the routine support inbox. Describe the agreed date as an administrative endpoint, and list continuing case work and record access explicitly instead of marking everything closed.
Frequently asked questions
Who should be my factory contact after the final order?
Ask for a named service contact, a backup and an escalation contact. Confirm who can approve remedies and costs, and who will replace the contact if they leave.
What happens to open warranty cases when support ends?
Agree a case register and a continuing contact route. Record the remedy, responsible person and next action for each unfinished case before routine communications end.
Which factory records should I get before support ends?
Agree a product-specific index covering specifications, drawings, test reports, instructions and approved changes. Download the agreed copies and test access before the handover.
How do I agree a final date for factory support?
Specify a calendar date and the communications that stop then. Separately record unfinished cases, later warranty submissions, document retrieval and the route for safety concerns.