Troubleshooting
We're asked for papers and we're not their supplier
Reply that it is not yours. One line, and it stops someone waiting for something that will never arrive.
**Reply with one line saying it is not yours and leave it there.** No need to investigate where it came from or to apologise: the sender needs to know in order to fix it, and until they do they will keep waiting.
The three reasons it reached you
| What happened | What to say |
|---|---|
| Similar names got confused | «We are not that company» and, if you know, which one is |
| You worked with them years ago | «We have had no relationship since X» |
| Someone mis-copied a detail from a list | «This is not ours». That is enough |
Important
**Even if it is not yours, if the message carries another company's information it is worth saying so.** A list with details that are not yours, an attachment belonging to a third party: that is a mistake they will want to hear about before anyone else does. Saying so costs the same single line and leaves you in a very good light — and saves someone a problem considerably worse than yours.
What not to do
Watch out
Before writing it off as an error, check one thing: **it may be yours and you not know it**. A client who knows you under another trading name, a site you entered as a subcontractor's subcontractor, an order handled by someone else at your company. A two-minute internal call before replying «that is not us» avoids the awkward case of denying a relationship that does exist.
›Do I have to reply if it is not for me?
You are not obliged, but one line closes the matter for everyone.
›What if they insist afterwards?
Repeat it once in writing. That makes it clear and documented.
›They sent me another company's data
Tell them. It is a mistake they will want to know about at once.
A real case
The situation
A request arrives addressed to a company with a name similar to yours.
What you do
- Replies with one line saying it is not theirs
What you get
The requester corrects the recipient and stops waiting for something that was never coming.
The situation
The message has an attached list containing another company's details.
What you do
- Warns them that information not meant for them has arrived
What you get
The error is stopped before that list travels any further.
The situation
A request arrives from an unknown company.
What you do
- Replies that it does not apply, in writing
What you get
Nobody keeps waiting for something that will not come.
The situation
It is ignored in case it is important.
What you do
- Answers in one line clarifying the situation
What you get
The sender fixes their list instead of chasing.
The situation
The request is addressed to a similarly named company.
What you do
- Says so when replying
What you get
The sender finds who they were actually looking for.
The situation
You were their supplier years ago and no longer are.
What you do
- Explains since when there has been no relationship
What you get
The other side's list gets updated.
This article answers
- asked for documents belonging to another company
- request addressed to the wrong company
- mistaken for another supplier
- no relationship with whoever is asking