Identify which stage the order is at
Start by telling DirectLine whether you are reviewing a quotation, have already confirmed an order, are waiting for delivery, or have received the goods. The useful next step depends on that stage. A request to remove one line from an unconfirmed quotation differs from a request about goods already delivered. Include the quote or order reference, the date and the product name as shown on the paperwork. If you need to discuss several products, list each one separately so the team can identify which items are affected. State the outcome you would like to discuss, such as correcting a quantity or asking how to report a delivery discrepancy.
Ask about the applicable arrangements before ordering
If your business needs the option to change quantities or cancel part of a purchase, bring that up while requesting the quotation. Ask which conditions apply to the items and delivery arrangement being discussed. Pay particular attention to orders with special configurations or items allocated across several branches. Ask the seller to confirm the arrangements in writing if your purchasing process requires that record. Store the response with the approved quote so the person who receives the order can find it. An estimate, an enquiry and a confirmed order are different records; keep the latest agreed version available to avoid discussing the wrong document.
When the request is about a delivery discrepancy
Compare the delivery paperwork with the items received. Note the product reference, size, pack count and quantity received for each affected line. If the issue is a short shipment, identify the missing quantity in the same unit used on the quote. For example, specify whether two boxes or two cartons are missing. If the product label differs from the one expected, record what the label actually says. Keep the description factual so the team can match it against the order. Ask DirectLine what documentation they need and where to send it. If photos help, focus them on the product, package and relevant label.
When you need to discuss visible damage
Write down when the goods were received and describe the part of the shipment affected. If you contact the team, include the order reference and any relevant packing information. Keep the packaging and labels available for identification while you wait for the team to explain what it needs. Avoid sending photos that show personal information unrelated to the request. For a delivery covering several locations, confirm which branch received the affected carton and whether other cartons were checked separately. This makes it easier to describe the extent of the issue without assuming that every unit in the order is affected.
When the issue is size, fit or a different specification
Identify the product received and the equipment or location it was purchased for. If a refill does not fit a holder, include the holder model or the dimensions you originally supplied. If a bin or tray differs from what you expected, note the measurements that matter to your application and compare them with the agreed product information. If you want to discuss a replacement, say which dimensions or fittings the replacement must match. For repeat orders, include a previous reference where available. Do not assume that a similar item name identifies an identical configuration; ask the team to confirm the exact reference.
When the request is a quantity change or cancellation
Send the requested change as clearly as possible. If you only want to change part of the order, state which lines should remain and which lines you want the team to review. Use the quantity and purchase unit shown on the agreed document. If a delivery is already scheduled, mention that in the enquiry and ask the team what options are available for your order. Wait for written confirmation before relying on a requested change. When several colleagues are involved, nominate one contact to keep the discussion together and forward the confirmed outcome to the person managing the receiving schedule.
What to have ready when you contact DirectLine
Keep the order or quotation reference, product names, quantities, delivery date and a brief description of the issue together. A short list with one line per affected product is usually easier to review than a long message without references. State your preferred contact method and ask the team what information it needs next. If your organisation uses a purchase order number in addition to the supplier reference, include both. Contact details on this site can be used for the initial enquiry; share order documents through the channel agreed with the team. Keep a copy of any response with your original purchase record.
Where to go next
Use the Contact DirectLine page to discuss the order. For a question about delivery arrangements before placing a purchase, review Delivery Enquiries. If you are preparing a replacement order, refer to the Products Catalogue and give the exact product name when asking for current options. This guide helps you describe a request. DirectLine confirms the arrangements applicable to the order.
Cart 