Reusable Desiccant Bag

An overseas customer (customer name: ***, located in Southeast Asia) placed an order in June 2024 for 20,000 cartons of calcium chloride dehumidifier cakes (24 pieces per carton, totaling 480,000 pieces), with a value of approximately USD 86,000. After the goods arrived at the port, the customer's random inspection found that about 12% of the products (approximately 57,600 pieces) had severe caking, with some cakes showing white crystals on the surface and liquid accumulation inside the packaging, making them unusable. The customer reported that the batch had not been fully cooled and set before shipment, and combined with the high humidity and high temperature environment during sea transport, this led to quality issues. The customer requires a full return of the batch and compensation for related logistics and warehousing losses.

Upon receiving the feedback, our company immediately arranged for a quality specialist to conduct a remote video inspection with the customer, confirming the issue was valid. Considering the high cost of return shipping by sea and the cumbersome customs clearance, we negotiated with the customer and reached the following solution: 1) For the unopened and unaffected portion (approximately 88%), a discount compensation of 60% of the original order amount will be provided, and the customer will handle it themselves; 2) For the severely clumped products (approximately 57,600 pieces), our company will reship an equal quantity of new products free of charge and bear the air freight cost (approximately USD 9,800); 3) The reshipped products will use an improved cooling process (extending static cooling by 12 hours and adding moisture-proof inner bags), and a third-party inspection report will be included with the shipment; 4) The customer's original order payment will be retained, and the final balance will be settled after the reshipped products pass acceptance inspection. Meanwhile, our company will bear part of the costs incurred by the customer for temporary procurement of substitute products (USD 2,000).

The customer (company name: ***) purchased silica gel particle dehumidifying bags (quantity: 50,000 pieces, specification: ***) and calcium chloride dehumidifying cakes (quantity: 20,000 pieces, specification: ***) through B2B foreign trade channels, for moisture protection of electronic components during ocean shipping in 3 40HQ containers (container numbers: ***, ***, ***). After the goods arrived at the port, the customer reported that there was condensation on the inner walls of 2 containers, and some outer cartons were damp and softened, suspecting that the desiccant failed, and requested after-sales technical support. The involved value is about *** ten thousand yuan, the order amount is large, and the customer is a long-term partner purchasing in bulk.

We initiated our remote technical support process, where after-sales engineers guided the customer in locating the issue via video calls, photos, and data transmitted from temperature/humidity recording instruments. The investigation revealed that: during loading, the customer failed to remove the sealed outer bag of the silica gel desiccant packs, preventing the moisture-absorbing material from contacting the air; additionally, the calcium chloride dehumidifying pads were piled up in a corner of the container instead of being arranged according to standard procedures, and the container's door seals were inadequate during its stay at the port, allowing hot, humid air to continuously enter. The remote technical support team provided the customer with an illustrated container-loading dehumidification SOP, requiring the silica gel desiccant packs to be re-hung at a standard of 80g per cubic meter, and the calcium chloride dehumidifying pads to be evenly distributed in the gaps between pallets on the floor and along both sides of the container, avoiding direct contact with the cargo. They also guided the customer to pre-dehumidify the container before loading, add hanging desiccant strips before sealing, and scheduled a remote follow-up inspection.