Changing agents with open quality and warranty cases
Before changing agents, agree a case register, preserve original evidence and obtain factory confirmation of each outstanding issue. Name who will chase, approve remedies and verify closure after the cutover, with unresolved points clearly marked. Make this handover part of your brief to Cambridge China Bridge.
Agree case ownership before the cutover
The agent comparison guide covers choosing an agent. For an active dispute, prepare a separate handover register showing the order, factory, affected batch, defect, requested remedy, current position and next action. Include unresolved complaints, promised replacements, unpaid credits and repairs awaiting verification.
Record the original contracting buyer and seller separately from the person managing follow-up. Ask the incoming agent to confirm which cases it will administer and what authority it needs. If changing the contracting party is also proposed, obtain legal advice before signing. Agree the cutover date and time, and name the buyer contact who can approve settlements.
Preserve originals and prove access
Keep original emails with attachments, chat exports, inspection reports, photographs, videos, approved specifications, warranty terms and purchase documents. Retain factory replies in their original language alongside translations. Make summaries separately so they do not replace the underlying records.
Index each file against its case and batch. Record who holds defective goods or retained samples, their condition and any testing or repairs already performed. Store a buyer-controlled copy, then ask the incoming agent to open the files and trace a case from complaint to latest reply before the outgoing agent's access ends.
Get factory acknowledgement case by case
Send the factory a case summary through a verified existing contact, introducing the incoming agent and explaining its authority. Ask the factory to confirm receipt, the affected order and batch, its position on the defect, any remedy already agreed and the outstanding action. Keep that reply with the original correspondence.
Separate acknowledgement of receipt from acceptance of a defect or payment commitment. If the factory disputes the record, preserve both positions and flag the case as disputed. For repair-cost requests, use the factory warranty costs guide to prepare the claim rather than assuming the incoming agent has secured reimbursement.
Assign follow-up after the cutover
For each open case, name who chases the factory, updates the buyer, arranges return or replacement logistics, checks credits and verifies the remedy. Agree the next action date, escalation contact and reporting rhythm. Specify whether the outgoing agent remains involved in historical cases and how late replies will reach the incoming agent.
Require a written status update distinguishing promises from completed actions. Agree any administration costs before work starts. If records or acknowledgements are missing, list the gaps and appoint someone to recover them; keep the case open. For closure checks, follow the corrective action evidence guide.
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Keep safety concerns and closure visible
A UK business selling consumer products must not sell products it knows, or should have known, are unsafe. Flag suspected safety issues separately in the handover and seek product-specific advice promptly. Assign someone to maintain any existing stock hold and incident follow-up while the agents change.
Close a case only against the buyer's agreed acceptance evidence, such as a checked replacement, verified repair or received credit. Record any remaining disagreement and obtain buyer approval before accepting a settlement or marking the matter closed. Keep the original evidence and closure record accessible after the outgoing agent finishes.
Frequently asked questions
Will my new sourcing agent handle old warranty claims?
Ask for written acceptance of the named cases, scope and authority. Agree who continues chasing each case until the incoming agent confirms it has the records and can act.
What if my old agent only gives me screenshots?
Request original emails, attachments and chat exports where available. Keep the screenshots, identify missing context and record the evidence gaps before agreeing the handover.
Does a factory acknowledging my claim mean it will pay?
Treat receipt, acceptance of the defect and agreement to a remedy as separate points. Ask the factory to confirm exactly what it accepts and what remains disputed.
When can I close a warranty case after changing agents?
When the agreed remedy has been verified and the buyer approves closure. A promised replacement or forwarded factory reply alone should not trigger closure.