Cute Koala Eye Mask

The customer is a European chain retail brand (customer code: ***), which ordered a total of 50,000 pairs of sports shoes through the B2B channel, shipped in 5 40-foot high-cube containers. After the goods arrived at the port and were put on shelves, end consumers reported that the bonding area between the sole and the upper showed signs of opening, especially after wearing in rainy weather. Quality inspection team sampling verification confirmed that about 12% of the products in this batch had quality defects such as insufficient adhesive bonding strength and substandard vulcanization time, involving about 6,000 pairs. The customer requires a full return of all 50,000 pairs and claims compensation for logistics, warehousing, shelving costs and expected sales losses incurred. This issue directly affects the annual cooperation plan between both parties.

Our company immediately activated the quality incident emergency plan, arranged a special team to hold a video conference with the customer to confirm the on-site situation, and commissioned a third-party testing agency, SGS, to conduct adhesion strength tests on retained samples, which confirmed that the issue was caused by abnormal glue ratio in some production batches. After multiple rounds of commercial negotiations, the following plan was finally reached: 1. Full refund and return for the 6,120 pairs already sold and in stock from the affected batches, with our company bearing cross-border return shipping costs and import duties; 2. A 15% discount on the original order price for the remaining non-delaminated goods as quality compensation, with the customer continuing to sell them; 3. Emergency activation of backup production capacity, with 5,000 pairs of the same sports shoes with improved craftsmanship to be replenished free of charge within 30 days to replace damaged defective products in the customer's channels; 4. Commitment to add two additional online bonding spot-check procedures for subsequent orders, and acceptance of third-party resident quality inspection designated by the customer.