Fish Tail Cup

After delivery, the customer discovered that approximately 150 out of the first batch of 2,000 porcelain tea sets (including teapots, teacups, and tea trays) had glaze cracking, cup handle cracks, and leakage issues. Additionally, 20 samples were confirmed by the customer to have structural defects. The problems were already packaged and boxed before customer transport. The customer requests returns, exchanges, or compensation and a suspension of subsequent shipments. The amount involved accounts for about 12% of the total order value.

1) We initiate a quality investigation within 24 hours of receiving customer complaints, requiring customers to provide high-definition photos and videos of problem samples, 20 physical items from random inspections, and arrange for a third-party inspection agency to identify the issue; 2) Our quality engineer connects with the customer online and confirms within 48 hours that the glaze cracking is a batch defect caused by kiln temperature fluctuations; 3) We implement isolation measures for the entire affected batch (2,000 sets) and arrange for the customer to return 170 confirmed defective sets, with us bearing the return freight and customs clearance costs; 4) We complete a full inspection of returned goods within 7 working days, repair and re-glaze repairable items (approximately 120 sets) through re-firing to ensure they meet the agreed delivery standards; for the 50 sets that are truly irreparable, we provide a full refund at contract price or equivalent replacement as per customer's choice; 5) To prevent similar issues, we adjust the production line process (stabilize kiln temperature curve, increase post-kiln inspection points, enhance packaging cushion design), and provide the customer with an improvement report within 7 days along with subsequent batch inspection reports; 6) To restore customer confidence, we offer free replacement of 5% of the order quantity for the next two batches as samples, and commit to providing priority quality inspection and rapid response channels for this customer’s orders within the next 6 months.

After a batch of ceramic teapots and teacups (quantity: 2000 sets) purchased by customer *** from our company arrived at the destination port warehouse, during inspection it was found that approximately 6% of the products had glaze cracks and handle breakage, totaling 120 sets damaged. The customer requests repair or replacement without affecting their subsequent packaging and shipping plan (expected to be distributed to multiple retailers within 7 days), and hopes to shorten the downtime to avoid penalties and loss of goodwill.

1) Immediately initiate post-sales emergency response, confirm the damage list with the customer *** within 24 hours and request photos and videos with serial numbers/case numbers to locate batches; 2) Our company coordinates domestic quality inspection and repair teams to conduct random inspections of the same batch inventory (sampling ratio 5%) to confirm whether the problem is a production batch defect; 3) For confirmed repairable cracks and small chip handles, arrange local repair factories to perform repairs within 48 hours (using food-grade epoxy adhesive, glazing, and high-temperature refiring processes), and conduct secondary strength and leakage tests on the repaired parts; 4) For products that cannot be repaired or have safety concerns (approximately 30% of damaged items, i.e., 36 sets), provide priority replacement, with our company allocating finished products from the most recent production batch and expediting shipment, with replacement items packed and shipped within 72 hours; 5) To accelerate the customer's subsequent shipments, provide a phased return plan: first return the repaired and tested 84 sets, followed by the remaining 36 replacement sets; meanwhile, provide free reinforced packaging materials and outer box labeling suggestions to reduce secondary transportation risks; 6) Throughout the process, a customer manager will be assigned, providing daily progress reports and final inspection reports, and upon completion, offer a 10% price discount on the damaged batch or an equivalent voucher to compensate for the customer's handling costs (customer can choose either).