Sales Resolution for Contractual Disputes

A. Preamble:

Understanding that disputes may arise in the course of business, [Your Company Name] is committed to ensuring swift, fair, and transparent resolution processes. This document sets forth the guidelines and procedures to address and resolve contractual disputes with our esteemed clients.

B. Immediate Notification:

Upon identifying any discrepancies or issues related to a contract, clients are advised to notify our Contracts Management Department immediately. A written complaint can be submitted to: [Your Company Email].

C. Acknowledgment of Dispute:

Upon receiving a formal complaint, [Your Company Name] will send an acknowledgment within three business days. The acknowledgment will include:

A reference number for tracking purposes.
The name and contact details of the representative handling the dispute.

D. Investigation and Mediation:

A dedicated team, led by our Senior Contracts Manager, [Employee Name], will:

Review the details and nature of the dispute.

Gather all necessary documents and communications related to the matter.
Initiate a mediation session between the concerned parties, aiming to resolve the issue amicably.

E. Resolution Timeframe:

At [Your Company Name], our mission is to effectively and efficiently resolve any disputes involving contracts within a span of 15 business days from the date of acknowledgment. We endeavor to maintain the utmost transparency and communication with all parties concerned. However, please note, there are instances where the complexity of the dispute may need an extended period of investigation. In such situations, we are committed to duly inform all parties involved about the need for additional time to ensure a fair and thorough resolution.

F. External Arbitration:

Should internal mediation not reach a satisfactory resolution, an external arbitrator may be called upon. Both [Your Company Name] and the client will mutually agree upon the arbitrator, and the decision resulting from this arbitration will be final and binding.

G. Communication During Dispute Resolution:

The element that is key to the successful operation of our business model is open communication. Ongoing and regular updates regarding the progress of any dispute resolution processes will be carefully managed and provided by our team in the Contracts Management Department. Moreover, our esteemed clients will also have the privilege of contacting us for any updates concerning their complaints or issues. They can do this by simply using their unique reference number that has been assigned to them.

H. Confidentiality:

All particular details, various forms of communication, and any documents that are in any way tied to the process of resolving the dispute that we are currently engaged in will be treated with utmost confidentiality. It is our company's policy to respect the privacy of all parties involved in these situations. Any information that is deemed to be sensitive will not be openly shared or displayed. However, there may be times when factors beyond our control may necessitate the unconditional and unbiased disclosure of such classified information to parties that are external to our dispute resolution process. These scenarios may arise when there is a firm requirement on us as dictated by the prevailing law of the land or when unanimous agreement and contract between both the disputing parties is specifically established for the release and sharing of such confidential information.

I. Feedback and Continuous Improvement:

Once the dispute has been satisfactorily resolved, we will actively seek feedback from our clients. This will allow us to continuously refine and improve our operational processes. By doing so, we aim not only to enhance client satisfaction but also to prevent similar issues from recurring in the future.

Thank you for trusting [Your Company Name]. We are committed to upholding our reputation and ensuring that our contractual obligations are met with the highest standard of integrity.

For further inquiries or to initiate a dispute resolution process, please contact [Your Name] at [Your Company Email].