Cloud Plush Loose Knit Sweater

After receiving 1 order (PO: ***) containing 1,000 boxes of blended edgebound yarn and chenille yarn, the customer found that among 50 randomly inspected boxes, 12 had obvious color differences, excessively high strand breakage rates, and localized fuzzing/clumping issues, affecting subsequent processing. The customer submitted a quality complaint within 3 days of receipt and uploaded high-resolution photos and sampling inspection reports, indicating the problem yarn batch number as LOT-***, production date 2026-01-15, and requested a reinspection of the entire shipment and a proposal for return/exchange or price compensation.

Our after-sales team initiates the quality disposition process within 48 hours after receiving a complaint: 1) We confirmed the sampling locations and methods with the customer, arranged a third-party inspection agency (CMA accredited) to reinspect the remaining goods according to AQL standards, and retained samples for record; 2) We traced inventory and production records of the same batch, retrieved dye formulas, raw material batch numbers and machine logs, and found records of temperature fluctuations and abnormal tension during the dyeing process; 3) Based on the inspection report results and production traceability, we proposed three optional handling plans and discussed them with the customer: A. All nonconforming cartons (as confirmed by the third party) will be returned or replaced by us free of charge, including round-trip freight and secondary inspection fees; B. If the customer is willing to accept partial defective goods, we will offer a 30% price discount on that portion according to the defect ratio and prioritize replenishment with an equal quantity of conforming goods; C. If the customer requires us to perform rework at a local processing facility (such as carding and re-spinning or local trimming), we will cover the rework costs and complete it within 7 working days; 4) To avoid affecting the customer’s subsequent delivery schedule, we commit to prioritizing rush replenishment, allocating 500 cartons of the same specification and color from existing conforming inventory for the customer to use for immediate production; 5) For batches with confirmed quality issues, we implement internal improvement measures, including equipment maintenance, operator retraining and review of dyeing/finishing formulas by technical staff, and provide the customer with an improvement report and a subsequent quality assurance agreement.