Answer from WP1 giving the confirmation of the date of delivery

A remark from a customer who does not clearly express that it is a complaint but expresses that it is an improvement opportunity.

An anomaly doesn't require any answer to the customer.

The “Anomaly” severity level is also used in the case of a non-conformance which did not reach the customer and reported internally or by a sub contracted warehouse or by a contract manufacturer of Solvay.

In SMART, the process stops at the 2/4 step (After investigation, an internal action plan can be necessary in order to prevent recurrence and a potential real complaint : could be a part of risk management actions ).