On-site services · China
Emergency Support in China
Problems with your Chinese supplier? We take immediate action.
Has your manufacturer stopped responding? Are your goods not being released? Or has a serious dispute suddenly arisen over payment, pricing, quality or agreed terms?
At that point, you don’t want to keep sending emails and making calls from a distance. You need to know what is actually happening. Scale Roads is on the ground in China. We can contact the supplier directly, investigate the situation and, when necessary, travel to the factory to discuss the matter in person.
- Direct follow-up from China
- On-site visit when the situation requires it
- Face-to-face communication and negotiation
- Direct feedback on the situation and available options
Need urgent support? Contact us now
Do you have an urgent problem with your supplier in China? Don’t wait for an email response. Call or WhatsApp us directly, or send us your situation in writing with the relevant documents attached.
Call directly
WhatsApp direct
Send documents
Or explain your situation in writing via the contact form.
When do you need Emergency Support?
When the problem in China can no longer be solved from a distance
Your supplier has stopped responding. Production has been paid for, but your goods are not being released. A manufacturer suddenly challenges previously agreed pricing during production. Or you discover a serious problem with the production or documentation.
At that point, you need to know where you stand.
You can continue calling and sending messages from Europe, but when this no longer produces answers or a solution, local presence becomes important. We can contact the supplier directly and, when necessary, visit the manufacturer in person.
Situations where we can step in
Your supplier has stopped responding.
Messages, emails and phone calls remain unanswered.
Your goods are not being released.
Production may be complete, but the manufacturer is holding the order.
The manufacturer changes the price.
Previously agreed pricing is challenged during or after production.
Your deposit is tied up.
Payment has been made, but production or delivery does not proceed.
A serious production error has occurred.
The manufactured goods deviate substantially from what was agreed.
Certificates or documentation turn out to be incorrect.
Information on which you based your order proves to be inaccurate or misleading.
Is your situation different? Contact us anyway. Emergency Support depends on the circumstances and often requires a practical approach on the ground.
What happens when you contact us?
No lengthy procedure. First, we establish what is actually happening.
When a serious problem arises with a Chinese supplier, speed matters. Our first priority is therefore to determine what is needed to get the situation moving.
We collect the essential information, contact the supplier directly and try to establish as quickly as possible what is actually happening.
If we cannot get sufficient clarity remotely, or the situation requires face-to-face contact, we can travel to the supplier. On site, we can assess the situation, inspect available goods or production and speak directly with the people involved.
Where possible, we support negotiations towards a practical solution.
What we can do:
- Contact the supplier directly
- Take over or support communication in Chinese
- Travel to the manufacturer or supplier
- Verify the situation on site
- Check goods or production status
- Speak with the supplier face to face
- Negotiate possible solutions
- Report our findings and available options directly to you
How does Emergency Support work?
What can and can’t we promise?
We promise action and clarity. Not an outcome we cannot guarantee.
When a supplier relationship has broken down, we cannot promise in advance that goods will be released, a deposit will be refunded or a supplier will agree to a particular solution.
What we can do is act quickly from within China.
We establish contact, go on site when necessary, work to establish the facts and engage directly with the supplier. We then give you a clear assessment of the situation and the options we see.
If legal action becomes necessary, additional legal advice may be required.
Even if you are not yet a Scale Roads client
The problem is happening now. You don’t need to have worked with us before.
Did you find the supplier yourself? Did you place the order directly with the manufacturer? Or have you worked with the same supplier for years without Scale Roads being involved?
That does not matter for Emergency Support.
Share the situation and the available information with us. We will assess what is happening and whether we can take immediate action from China.
Do you have a problem with your supplier in China right now?
Don’t wait for days for a response when your order, payment or delivery is at stake.
Tell us what is happening, which supplier is involved and where they are located. We will assess what we can do directly from China.