Multi-Effect Laundry Detergent Pods (Laundry Gel Balls)

An overseas customer (customer code: ***GMBH***) placed an order in March 2024 to purchase 100,000 boxes (2.4 million units in total) of water-soluble laundry pods, with goods shipped to their European central warehouse. Before arrival inspection and shelf placement, the customer found that approximately 32,000 boxes had discolored pod outer films and sticky surfaces, with some pods sticking together inside the boxes or even breaking film and leaking liquid, making them unsellable. The customer immediately filed a quality complaint, demanding full-batch return/exchange and compensation for overseas handling costs. Investigation revealed that the issue originated from a deviation in the plasticizer ratio of the water-soluble film material in the production batch, compounded by high temperature and high humidity during sea transport, which accelerated film aging.

Within 48 hours, our company retrieved the production and logistics records for this batch and confirmed that it was a production formula issue on our side. We immediately initiated an emergency return and replacement plan: 1) Arranged for the one-time return of all 100,000 boxes in this batch, and first shipped an equal quantity (100,000 boxes) of new batch products to the customer free of charge. The new batch uses an improved film formula and adds anti-stick release paper; 2) Assumed approximately USD 42,000 in destination port handling fees, storage fees, and local destruction or return shipping costs incurred by the customer due to the return; 3) For the small number of defective products that had already flowed into retail channels, authorized the customer to destroy them locally, and our company compensated at terminal retail price; 4) Simultaneously updated production process parameters and incorporated high-humidity maritime shipping simulation tests into the factory quality inspection standards.