Before you send it

Send it the same day. Many suppliers only credit shortages claimed at the door or within 24 hours.
Be polite. Ask them to check; don't accuse. You need your rep.
Add proof: a photo of the bill with the problem written on it.
Keep a list of what you're owed, and check it before you pay the statement.

Messages to copy

Short delivery

A case or item on the bill never came.

Subject: Credit request: invoice [number], [date]

Hi [rep's name],

Our delivery on [date] (invoice [number]) was short: [quantity] [item], billed at [amount]. The driver noted it on the bill, and a photo is attached.

Could you please send a credit note for [amount]?

Thanks,
[your name]
[restaurant name]

Damaged or spoiled item

It came, but you can't use it.

Subject: Damaged item: invoice [number], [date]

Hi [rep's name],

[quantity] [item] on invoice [number] arrived damaged: [what was wrong]. We haven't used it. Photos are attached.

Could you please credit [amount], or let me know if the driver should take it back?

Thanks,
[your name]
[restaurant name]

Wrong item (a swap)

You got something other than what you ordered.

Subject: Wrong item: invoice [number], [date]

Hi [rep's name],

We ordered [item ordered] but got [item delivered] instead, on invoice [number]. We sent it back with the driver.

Could you please credit [amount]?

Thanks,
[your name]
[restaurant name]

Price above what was agreed

The bill doesn't match the price your rep promised.

Subject: Price check: invoice [number]

Hi [rep's name],

On invoice [number], [item] is billed at [price billed]. We agreed [agreed price] on [date].

Could you please credit the difference of [amount], and update the price for our next orders?

Thanks,
[your name]
[restaurant name]

Reminder: credit not received

A week has passed and the credit hasn't shown up.

Subject: Following up: credit for invoice [number]

Hi [rep's name],

Following up on my request from [date] for a credit of [amount] ([item], invoice [number]). I haven't seen it on a bill or statement yet.

Could you check where it is?

Thanks,
[your name]
[restaurant name]

Short text or WhatsApp

Your rep prefers messages.

Hi [name], today's delivery (invoice [number]) was short [quantity] [item], [amount]. The driver noted it and a photo is attached. Could you credit it please? Thanks, [your name], [restaurant name]

CreditBack writes these for you.

It fills in the invoice number, item, amount and photo from your bill. You send it from your own email or WhatsApp, and it watches for the credit.

Get a free 3-month audit

More guides

Sources

Shortage claims at the door or within 24 hours: published customer policies and terms of sale of large distributors in the US, the UK and Ireland (2026).

Short delivery credit request template