Complaint Response & Remedial Offer B2B – Notice, remedy and Excel | Word/PDF

B2B Complaint Response & Offer of Remedy – Word, PDF and Excel is a practical document package for Swedish companies that have sold goods to another company and need to respond to a complaint. The templates help the seller acknowledge the case, collect evidence, document a controlled assessment, make a conditional offer of remedy or replacement, and send a clear final decision.

The package consists of 7 editable Word files (DOCX), 7 searchable PDF files and 1 Excel workbook (XLSX), delivered as a digital ZIP file. Price: SEK 79, one-time purchase. No subscription and no physical shipment.

Scope: The templates apply to complaint responses in purchases of goods between businesses, where Swedish contract law is relevant. They are not designed for consumer purchases, service disputes, international purchases or automated decisions in disputes. Always check the relevant purchase agreement and its general terms.

What can you do with the document package?

When a buyer claims that a delivered item is defective, the seller often needs to provide a quick and objective response without prejudging the assessment of liability. The package provides separate templates for acknowledgment of receipt, request for additional information, the complaint response itself, a concrete offer of remedy, internal assessment and final decision. All decisions and information are filled in manually.

Complete document list

Document	What is included?	Language / format
B2B Complaint Response	The seller's objective initial response to the complaint	Swedish · DOCX + PDF
Acknowledgment of receipt and request for evidence	Acknowledges receipt and requests relevant information	Swedish · DOCX + PDF
Offer of remedy	Conditional remedy or replacement with practical steps	Swedish · DOCX + PDF
Decision support for complaint	Internal review of agreement, facts, evidence and legal issues	Swedish · DOCX + PDF
Final decision and case receipt	Final communication without automatic settlement	Swedish · DOCX + PDF
User guide	Filling-in guide, workflow, legal scope and limitations	Swedish · DOCX + PDF
English User Guide	English instructions for Swedish documents	English · DOCX + PDF
Complaint Register Excel	Nine tabs for cases, entries, evidence, remedies and costs	Swedish · XLSX

Excel workbook with nine tabs

The workbook contains Overview, Cases, Complaint entries, Evidence, Remedies, Communication, Costs, Decisions and Read me. Record uniform case IDs, track incoming complaints and document which decisions and any remedy proposals were actually sent. The cost tab can calculate positive quantities or hours multiplied by a unit price. Text or negative values are flagged for review. Empty rows are left without calculation.

The Excel workbook is an administrative tracking tool, not a legal decision support tool. A calculated cost is not in itself a valid claim for damages or accounting basis. The workbook contains no macros, external data links or automated transmissions.

How to use the complaint responses

1. Identify the purchase: check which parties entered into the agreement, the agreement version and which item is affected.
2. Record the complaint: note the receipt date, alleged defect, requested remedy and any evidence.
3. Acknowledge receipt: respond objectively and request relevant documents if necessary without automatically admitting liability.
4. Investigate the case: check the agreement, the applicability of the Sale of Goods Act and the circumstances surrounding the defect and the complaint.
5. Make a decision: use the complaint response. For a concrete offer of remedy or replacement, use the special remedy template.
6. Close in a controlled manner: document decisions, communication, any agreement and remaining disagreement.

Legal requirements under Swedish law

The Sale of Goods Act (1990:931) Section 3 states that the provisions of the Act may largely give way to agreements, trade usage and other customs that must be considered binding. For defects in goods, Sections 17–21 and 30–42 are relevant, among others. The buyer's obligation to inspect the goods and complain is covered in Sections 31–33. Remedy and replacement have different requirements according to Sections 34–36. Price reduction, rescission and damages are regulated in Sections 37–40 and must be assessed separately. The Contracts Act (1915:218) may be relevant for agreements, authority and unreasonable terms.

An acknowledgment of receipt is not automatically an admission. A request for additional information is not automatically grounds to reject a complaint. An offer of remedy does not replace the conditions for legal remedies and a final decision or acknowledgment of receipt is not automatically a settlement.

Frequently Asked Questions (FAQ)

Can I use the complaint response template as a seller?

Yes. The package is created for Swedish companies that need to respond to another company's complaint about a product. You get documents to acknowledge the case, investigate the facts and provide a reasoned response without admitting a claim in advance.

Can I reject a complaint if the customer does not send all evidence?

Not automatically. An actual assessment of the agreement, what has been shown and applicable rules is required. The template for requesting evidence helps you specify the information needed, but does not replace the legal assessment.

Do I always have to offer a new product?

No. The requirements for remedy and replacement vary. Among other things, what was agreed, the costs, the significance of the defect and the circumstances can affect what can be demanded or offered under the Sale of Goods Act.

Can I use Excel to decide on price reduction or damages?

No. Excel keeps track of cases and administrative costs. It does not determine whether a complaint is valid or which remedy applies in a given case.

Are editable PDF files included?

You get editable DOCX files as well as searchable PDF versions for viewing and printing. The PDF files are not interactive forms. The Excel file is an editable XLSX workbook.

Are all documents also in English?

No. Five work templates and the Swedish user guide are in Swedish. A separate English User Guide explains the workflow in English. It is not a complete English translation of the Swedish legal documents.

Related templates

For the buyer's complaint and the supplier's remedy investigation: Supplier Complaint & Non-Conformance Report B2B. For general customer service and return register: Complaint Register & Returns Management. For agreements between businesses: Business Agreements – Templates.

Legal scope and quality note

Official legal basis, reviewed 28 October 2026: The Sale of Goods Act (1990:931) and The Contracts Act (1915:218). Internal AI-assisted source control and document review have been carried out. No external legal review, authority certification or individual advice is claimed. Always adapt the material to your agreement and the concrete case.