Minimalist Leather Eyewear Case

The customer is a large European optical chain retailer (customer code: ***). They placed a B2B order for 3 containers of optical frames and sunglasses, totaling 22,860 pieces. After the goods arrived at the port and were inspected and put on shelves, approximately 3,120 metal optical frames were found to have blistering and discoloration on the temple plating, and 460 sunglasses had broken hinges at the welding points. The customer provided a return/replacement request, high-definition photos, and a third-party quality inspection sampling report, demanding a full return of defective items and reproduction, as well as compensation for re-boxing labor costs and partial air freight.

Our company immediately arranged for the quality inspection team to review the video inspection, confirming a defect rate of approximately 15.6%, and agreed to handle it as a quality issue. Since the rework cycle could not meet the customer's replenishment schedule, after negotiation, all defective products will be scrapped locally at the customer's location. Upon receipt of the scrapping certificate, our company will prioritize production of an equivalent quantity of 12,000 optical frames and 6,800 sunglasses, and bear the first-leg ocean freight costs for the new order. Additionally, we will compensate the customer $4,200 for local sorting, re-boxing, and documentation processing. Internally, we have initiated an 8D report, replaced the electroplating chemical supplier, and increased the sampling frequency of hinge welding tensile strength tests.