1/ Firstly pls try to ensure that we clearly separate the internal communications and those with customer.
Its highly recommended to mention ** CUSTONER IN COPY** to highlight whenever internal questions being asked with customers within the distrib list.
I had not noticed that customer was inside the message referring to putting Delivery Orders on hold. I should not be copied into such exchanges with the customers – but Sommart and I , plus relevant Brand Sales manager , should be advised , and involved wherever there are long outstanding unresolved disputes, with imminent documentation releases.