3D Christmas Card

An overseas client placed a B2B order for 50,000 customized gift boxes, to be shipped in two batches. After the first batch arrived at the port, the client's random inspection found: 1) The hot-stamped LOGO on the box surface showed obvious color difference, with a deviation of ΔE>3 compared to the approved sample; 2) Some boxes had a dimensional deviation exceeding 2mm after folding, causing the matching packaging paper to fail to fit properly. The client requested rejection of the entire batch and a return/exchange, involving an amount of approximately USD 38,000.

Our company immediately arranged for the quality inspection team to review production retain samples and shipping records, confirming that the issue was caused by a change in the ink batch in the printing workshop and the die-cutting machine not being calibrated in time. In response to customer feedback, we propose the following solutions: 1) All 25,000 gift boxes that have arrived at the port will be returned, with our company bearing the sea freight and customs clearance costs; 2) Activate the backup production line, using the same batch of ink as the confirmed sample and recalibrating the die-cutting parameters, completing the rework within 15 days and expediting air freight for reshipment; 3) Provide an additional 2% of loss allowance spare products (500 units) as compensation, and arrange for a third-party quality inspection report to be included with the shipment.

A chain retailer customer from Europe (Order No.: PO-2024-***) made a one-time purchase of 500,000 gift bags, 300,000 gift boxes, and matching greeting cards, with a total value of approximately USD 1.2 million. After receiving the goods, the customer reported that due to new local environmental regulations on packaging materials, their end retail stores wish to switch some products to biodegradable materials. They also requested adjustments to the folding structure of the gift boxes and the inner diameter of the wrapping paper rolls to suit their automated packaging line. As the products have already been mass-produced and shipped, the customer requires us to provide remote technical support within 48 hours to assess the feasibility of modifications and propose a solution that does not affect the existing inventory.

Our technical service team retrieved the original design drawings and material BOMs for this batch of orders via video conference and remote desktop connection, and jointly analyzed online with the customer's engineering department the load-bearing capacity, dimensional tolerances, and print adaptability after material substitution. After 3 rounds of remote joint debugging, we provided a phased plan: 1) For the 500,000 gift bags already shipped, we recommended the customer use biodegradable lamination to replace the original PE film, and remotely guided the local processing plant to adjust the lamination process parameters; 2) For the 300,000 gift boxes, we modified the die-cut drawing of the box bottom locking tab to increase structural strength without changing the substrate, and sent the new drawings remotely in PDF and AI formats to assist the customer in local small-batch die replacement; 3) For the inconsistent inner diameter of packaging paper rolls, we remotely guided the customer to adjust the tension roller settings on the packaging machine. Throughout the process, our engineers provided 12 hours of online support and shared 3 bilingual technical operation manuals.