Rubber Bite-Resistant Treat-Dispensing Pet Toy Set

An overseas customer from *** purchased a batch of pet plush toys from our company in *** (month/year), with order number ***, totaling 50,000 pieces. After the goods arrived at the customer's overseas warehouse, during incoming inspection, the customer discovered serious quality issues such as seam splitting, filling material exposure, and loose or detached eye components in some toys. The non-conformance rate exceeded 15%, far higher than the 2% acceptance standard stipulated in the contract. The customer immediately sent on-site photos, videos, and a third-party quality inspection report, demanding replacement or return of all defective products, as well as compensation for storage, re-inspection, and freight losses incurred.

1. Our company immediately set up a special task force, arranged for the business manager to hold a video conference with the customer to confirm the details of the issue, and simultaneously retrieved the production records and factory inspection reports for that batch. It was preliminarily determined that the issue was caused by deviations in the sewing process parameter settings and an abnormal batch of filling cotton during production. 2. Our company agreed to have the customer return the entire batch of 50,000 products to the designated local return warehouse, and we will bear all return shipping costs and import customs clearance related expenses. 3. After the returned goods were received, our company organized the quality control team to conduct a 100% inspection. All non-conforming products (approximately 8,000 pieces in total) were scrapped. We then re-produced the corresponding quantity of conforming products according to the original order specifications, colors, and packaging requirements, and additionally included a 2% extra spare products as compensation. 4. At the same time, our company calibrated the sewing machines on the production line, replaced the filling cotton supplier, and added drop testing and tensile testing procedures before shipment to ensure the quality stability of subsequent orders.