Eco-friendly PLA+BPA Bag

An overseas customer (*** company) ordered 8,000 units of our [makeup mirror] product, with a total value of approximately USD 28,000, shipped to their overseas warehouse. Upon arrival, the customer's random inspection found approximately 1,200 units with obvious scratches on the mirror surface, and another 350 units with loose bracket pivots, making them unusable, with a defect rate as high as 19.4%. The customer demands a full return and refund for the entire batch, otherwise they will cancel subsequent orders and claim compensation.

Our team immediately arranged remote video QC verification and requested the customer to provide time-stamped sampling photos and damage quantity statistics. After confirming the issue was valid, we proposed the following plan: 1) For the 1,550 products with mirror scratches and loose brackets, our company will bear all rework costs and international freight, reproduce them, and dispatch via air freight; 2) We will bear the return shipping costs for the defective products returned by the customer and dispose of them by destruction; 3) An additional 200 units of the same model will be provided free of charge as quality compensation; 4) We will conduct a full inspection and reinforcement of all remaining products in the batch and provide a third-party quality inspection report.

An overseas customer *** (a large beauty distributor in the Middle East) made a one-time purchase of 50,000 beauty tool sets (including 18 categories such as makeup mirrors, combs, eyelash curlers, nail clippers, makeup sponges, etc.). After the goods arrived at the destination port, they reported that about 12% of the electric facial cleansing brushes and facial cleansing devices failed to start normally during batch sampling inspection, and some curling irons had temperature control failures. The customer urgently requested remote troubleshooting and a solution, otherwise they would reject the entire shipment and claim compensation.

We have urgently initiated a remote technical support process: First, we guided the customer's warehouse staff via video call to isolate and classify the problematic batch, confirming that the failures were concentrated in power adapter batch differences and short circuits caused by moisture during transportation. Subsequently, we arranged for technicians to remotely provide detailed testing steps and replacement installation guides, and sent illustrated repair manuals and operation demonstration videos. At the same time, we coordinated with the factory to air-ship 3,000 adapters and 200 temperature control modules within 48 hours, with the customer's local maintenance team completing replacements under our guidance. During this period, we held two remote meetings daily to track progress and answer installation questions in real time.