GEM · HOW-TO
How to Handle GeM Order Disputes with Buyers
Most order disputes are resolvable if approached calmly and with clear documentation, rather than escalated emotionally.
Most order disputes are resolvable if approached calmly and with clear documentation, rather than escalated emotionally.
How To Approach This
- Review the original order specifications and your delivery against them objectively before responding, to understand whether the dispute has genuine merit or is based on a misunderstanding.
- Respond promptly and professionally, with specific reference to order documentation, rather than a defensive or delayed reply that can worsen the buyer relationship and your standing.
- Where the dispute has merit, propose a fair resolution proactively rather than waiting to be forced into one — this tends to protect your performance history better than a drawn-out conflict.
- If a dispute can't be resolved directly with the buyer department, GeM's formal grievance mechanism exists specifically for this and should be used with complete documentation.
Frequently Asked Questions
Does a dispute automatically hurt my seller rating?
An unresolved or poorly handled dispute is more damaging than one addressed promptly and professionally, even if the underlying issue was genuine.
Should I always concede in a dispute to protect my rating?
No — where you have a legitimate position, documenting and defending it appropriately is reasonable; the goal is fair, prompt resolution, not automatic concession.
Ready to Move on This?
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