When the wheel design displayed on a showroom vehicle differs from what the customer ultimately receives, the usual reason is that the display vehicle and delivery vehicle are not the same unit, or that the wheels were changed before delivery without a record. When a Colombian dealership receives information about this type of discrepancy, it should not rush to revise customer-facing materials. First, check the order specification sheet, showroom display records, and actual delivery vehicle separately, and then decide what to do next.
This guide follows the sequence of comparing the actual vehicle against the order specifications, documenting and approving any wheel change, and performing a final check before release. It is designed for joint use by dealership sales and delivery managers. Confirmed items, missing materials, and stop points should be recorded together so that the next person can see exactly where to resume.
The return, reinspection, and release steps described here are internal verification methods. They do not replace an assessment under current Colombian law. Questions concerning consumer rights and delivery obligations remain subject to the opinion of the responsible local party.
Match wheels and tires to the order
Use the order specification sheet as the baseline. List the wheel design, dimensions, and tire specifications item by item, compare them with photos of the actual delivery vehicle, and then check the condition in which the showroom vehicle was displayed. Review the order first, the actual vehicle second, and the display record last. Give each of these three objects its own line; complete showroom photos do not establish that the delivery vehicle matches.
If any item does not match, pause any statement to the customer that the specifications are consistent. Record the discrepancy, on-site photos, and time of discovery separately. If other vehicles in the same batch do not have the same discrepancy, do not present the conclusion for this unit as a batch-wide conclusion. If display records and delivery-vehicle photos come from different sources but appear to identify the same vehicle, verify their provenance before citing them.
Document and approve any wheel change before using it
If a showroom vehicle's wheels or tires are changed for display, photography, or an in-store customer viewing, record the original condition before the change. After the change, obtain separate sign-off from the dealership sales manager and delivery approver. Do not include an unapproved change in customer-facing display materials.
If the delivery vehicle receives a customer-requested wheel modification, the modification record must identify both the original and modified conditions, the approving role, and the completion date. Until the customer confirms the scope of the modification, describe the original specification on the delivery page rather than updating it in advance to show the modified design.
Who signs off on a wheel discrepancy
Divide responsibility according to what each role can verify. Assign registration, verification, and release to the relevant roles, and retain each role's opinion under the same order index.
| What to check | When you can proceed | When you must pause | Who is responsible |
|---|---|---|---|
| Order specification sheet | The order specification sheet maps one to one to the current vehicle or order | If object-identifying fields are missing, retain the order specification sheet and return it for additional evidence | Order specification reviewer |
| Close-up showroom wheel photos | The close-up showroom wheel photos can be traced to the provider and original version | If the close-up showroom wheel photos cannot be traced, stop citing the material | Dealership sales manager |
| Delivery-vehicle VIN and wheel photos | The delivery-vehicle VIN and wheel photos identify the discrepancy and affected object | Keep the delivery-vehicle VIN and wheel photo item open and assign a reviewing role | Order specification reviewer |
| Customer configuration confirmation page | The customer configuration confirmation page clearly states the decision, scope, and next owner | State the reason for the pause on the customer configuration confirmation page | Delivery approver |
Each role should sign off only on the scope it has personally checked. A chat message saying the issue has been "handled" does not replace sign-off. Once the missing materials arrive, resume verification from the original stop point. Close-up showroom wheel photos that cannot be linked to this order may be retained for reference, but they must not be used to update the release status.
Keep customer messages apart from release records
Customer-facing communications should state only confirmed facts: the ordered configuration, the as-fitted condition of the delivery vehicle, and the timing of the next step. Keep differing opinions, return reasons, and disagreements between roles from the internal review in a separate record rather than adding them to external communications.
For questions involving local consumer rights, first document the vehicle, order, and specific issue. Use the response only within its stated scope; a general webpage explanation is not a determination for this particular order.
How to hand the discrepancy conclusion to the next role
After confirming the discrepancy, file the order specification sheet, close-up showroom wheel photos, and delivery-vehicle VIN and wheel photos under the same vehicle, with the source and date noted. If the customer follows up, after-sales personnel investigate, or the vehicle is presented for delivery again, retrieve the documents through that same index so different roles do not work from different versions.
Do not automatically carry the conclusion for this unit into the next batch of orders. Compare each new vehicle against its own order specifications and actual condition. Only the definitions of the verification fields may be reused.
The last check before the file is handed over
The final check should address only discrepancies tied to the same delivery vehicle. Update the release status only when the specifications on the order sheet, the wheels and tires shown in the delivery-vehicle photos, and the version cited on the customer configuration confirmation page all match. If they do not, return to the original discrepancy line and add evidence rather than creating a separate conclusion.
Write the final-check conclusion, scope of the discrepancy, unresolved fields, and next owner back to the customer configuration confirmation page. The return, reinspection, and release points in this guide are for internal order management only and do not replace professional judgment in Colombia.
FAQ
In a Colombian project, can a salesperson's verbal promise about a wheel design replace the order configuration record?
No. A verbal promise can only serve as a lead. Release must still be based on the order specification sheet and photos of the actual vehicle. If they conflict, return the item to sales for the source of the promise; do not update the delivery description from memory. Add the promise to the customer configuration confirmation page only after it matches the written record.
If only one vehicle in a batch has wheels that do not match the order, must the entire batch be paused?
No. Freeze only the vehicle whose wheels do not match its order. First determine whether the discrepancy came from a showroom change or an incorrect configuration entry, and then decide whether to supplement the evidence or correct the configuration. Compare all other vehicles individually against their own orders and leave the status of cleared vehicles unchanged.
When replacement photos of the delivery vehicle arrive, where should verification resume?
Resume at the discrepancy line for that vehicle. First check whether the photos show the wheel design, dimensions, and tire specifications, and then compare each item with the order specification sheet. The photos establish only the condition of the vehicle shown; they cannot replace verification of other vehicles in the batch.
How should an unresolved discrepancy be explained to a Colombian customer?
Cover three points: the confirmed order specifications, the photos or manufacturer materials still pending, and the time of the next response. Cite only archived materials. Do not state conclusions such as "the supplier says it has been handled," and do not extend a single-vehicle discrepancy to the whole order batch.
When you want a showroom wheel and delivery specification mismatch reviewed for a Colombian order, submit the vehicle or order identifier, available materials, and open questions through the Starvia Automotive contact page or WhatsApp, then use the table in this guide to review the available vehicle sourcing and export documents item by item. References: Colombia SIC consumer protection topic page; Starvia Automotive procurement Q&A. This article provides order-record and communication methods for retail commitments in Colombia. It does not constitute a local legal, tax, customs, or technical conclusion, nor does it guarantee market access, delivery time, warranty coverage, pricing, or business results. Information reviewed on: 2026-09-07.