Containerboard Resolution Handbook

Handbook Introduction 
This outlines the policies and procedures used by International Paper in resolving customer complaints and claims. The policies are in keeping with standard industry and trade practices and are intended to be fair and equitable to our customers.

International Paper's mission is to provide a broad range of products and services that consistently meet the needs and expectations of our customers and end-users.

At International Paper, leadership in quality has been established as a top priority, and every employee is committed to the pursuit of continuous improvement in the quality of our products and services. All employees at every level are responsible for the quality of their own work and to take pride in what they do. International Paper's focus on customers, operational excellence, and people development reinforces our commitment to quality.

The employees of International Paper are also cognizant of the fact that quality is defined by you: our customer. The measure of our success in this area is your level of satisfaction, and we at International Paper will accept a goal of nothing less than 100 percent customer satisfaction.

The Importance of Feedback 
As with any continuous process, a critical component to evaluate progress is feedback. The most important input we receive to fuel this continuous improvement process is the feedback from our customers. Your input allows us to fine-tune our manufacturing and service systems to better serve your needs in the future.

As indicated above, it is our goal to meet your expectations 100 percent of the time; however, due to the many variables in the papermaking process and varying demands placed on our products, on occasion we may fall short of our goal. This handbook is provided as a guide to address these deficiencies and provide a vehicle to solicit your input. We do appreciate your time, feedback, and business.  

Notification 
When a problem does occur, International Paper will work to resolve the problem as quickly and equitably as possible. This information is intended to act as a guideline for the prompt resolution of difficulties and/or claims that may be caused by paper or service which is less than satisfactory to our customer.

As stated in our sales policies, International Paper products are guaranteed against defects in quality. When defects in paper quality are confirmed, the paper will be replaced or a credit issued to the customer when claims are processed in accordance with the procedures contained in these guidelines.   

Limits of Liability 
Claims against International Paper for substandard paper will be considered only if reported immediately and the paper is held so that it may be inspected before continued use. International Paper's liability for such claims will not exceed the purchase price of the paper in question. International Paper shall not be responsible for any consequential or incidental damages related to your use of our products. No claims will be allowed if the paper has been used or rendered commercially unmarketable. This limit of liability applies to all statements in these guidelines.

If paper defects that would cause a rejection of the finished piece by the final customer are suspected, the run should be halted and International Paper notified. If the run is continued without authorization of an International Paper representative, and the end-product is rejected, International Paper cannot be held responsible for the charges.  
 
Acceptance of Credit
In no case should our customer debit International Paper or its merchant until a claim has been verified by International Paper and until our customer is notified of International Paper's acceptance of credit. 

Timely Response 
In the event that a customer's needs or expectations are not met, an International Paper representative will respond to the complaint within 24 hours or one business day.