Disposable Round and Square Microwaveable Fruit & Vegetable Plates (Bagasse)

Buyer *** placed an order with our company on 2025-03-02 under an FOB contract for 100,000 sets of biodegradable disposable plates (model KP-PLA-12). The goods were loaded onto the ship on 2025-03-20 and discharged at the destination port on 2025-04-05. During the buyer's acceptance sampling inspection, approximately 2.4% of samples (sample size 500 sets, 12 sets found) were found to have an obvious odor, and dark granular foreign particles were found on the bottoms of some plates. The buyer suspects raw material contamination or residue of impurities from the production process, requests full replacement or compensation for all products, and has suspended subsequent payments. The buyer is concerned that mass deployment in large catering chains could lead to end-customer complaints and requests that we take immediate action and provide inspection reports and corrective measures.

1) Within 24 hours of receiving the complaint, establish a dedicated communication group with the customer to confirm the production batch number, delivery batch number, and transportation and warehouse temperature and humidity records for the affected batch; 2) Our company will immediately arrange a third-party testing agency (nationally accredited laboratory) to perform physicochemical and microscopic foreign-matter analysis on the customer-returned sample and our retained sample, and to take samples and test the same raw material batch and adjacent production batches; 3) During the testing period, our company agrees proactively to temporarily isolate the affected goods and offers the customer two options: 100% compensation or replacement: A. Full return with our company bearing return shipping costs, any difference in import duties at the destination port, and storage charges at port; full refund of the purchase price; B. Our company will arrange replacement with an equal amount of qualified product within 25 working days, bearing replacement transport and duty differences, and will pay a one-time compensation of USD 0.30 per set for the affected batches; 4) If the third-party inspection result shows it is our responsibility (production or raw material issue), our company will bear all costs and implement corrective actions in subsequent production: change the problematic raw material supplier, strengthen incoming raw material inspection (adding microscopic and foreign-matter detection), optimize production line cleaning and screening procedures, and carry out 100% online sampling inspection for similar orders until three consecutive batches pass; 5) At the same time, our company will provide the customer with a complete inspection report, improvement plan and timetable, and commit to invite the customer or a third party to re-sample and test for confirmation before shipment of replacement goods.

During mass production of biodegradable disposable plates and bowls (order quantity about 100,000 sets), the customer encountered an increase in molding defects: warped edges, surface bubbles and uneven thickness, causing the first shipment to be returned by the customer's quality inspection. The customer reported a high risk of production line shutdown and inability to meet export container loading deadlines.

1) Remote preliminary troubleshooting: Connect with the customer's on-site technician via video conference, request the customer to provide the injection/compression molding machine model, mold number, current raw material batch records, processing temperature profile, pressure profile, cooling time and mold temperature controller data, as well as high-resolution photos and short videos of defective samples. All customer information is recorded in the file as ***. 2) Data analysis and diagnosis: The remote engineering team analyzes the process logs and sample images provided by the customer and determines that the main issues are warpage and bubbles caused by unstable material temperature control, injection pressure fluctuations, and uneven mold cooling. Raw material moisture tests show that some batches exceed moisture limits. 3) Remote guidance and corrective actions: a) Instruct on-site technicians to immediately adjust the barrel temperature profile, raise the rear-zone temperature and extend the hold/packing time, and set a stable injection pressure profile; b) Instruct the mold temperature controller to adjust mold temperature to the recommended range and perform balance testing of the cooling circuits; recommend temporarily increasing cooling time and adjusting flow valves by mold zones; c) Require the customer to perform a rapid re-test of moisture for the current raw material and implement drying for batches exceeding moisture limits (recommend drying at 120°C for 4 hours, adjust per material datasheet); d) Temporarily slow the production cycle, implement hourly sampling inspections, and observe first parts and first batch samples in real time via video; e) Provide remote parameter template files (including recommended values for temperature, pressure, hold/packing and cooling time) and an inspection standard photo comparison table to facilitate on-site execution and recording. 4) Follow-up and training: Within 48 hours after implementing adjustments, schedule three remote review meetings to provide online guidance for fine parameter optimization and conduct a one-hour professional process training for the on-site operations team, and review record forms and sampling procedures.