After Sales

Issue:

After receiving the shipment, the client noted that some carton labels did not reflect the newly added certifications (such as FSC or LFGB). Although the products themselves fully complied with the certification requirements, the client preferred the labels to be updated for better end-user presentation.

Cause:

There was a discrepancy between the label printing version and the client‘s latest artwork. Our factory used the previous label template and did not synchronize the client’s updated requirements in a timely manner.

Solution:

Immediately confirmed the affected batches with the client and reviewed the label differences. For the shipped goods, provided electronic versions of the updated labels for the client to print and apply locally, covering the associated costs. Updated the label template for subsequent orders and conducted final confirmation with the client before production. Internal improvement: Established a client-specific label archive and proactively verified label versions with the client for each new order.

Result:

The client appreciated our prompt response. A label confirmation mechanism was put in place for future orders, and no similar issues have occurred since.

Issue:

The client reported that after shipment, the shipping line‘s online tracking system showed delayed updates, making it difficult for their internal procurement system to obtain the estimated arrival time, which affected downstream distribution planning.

Cause:

There was a lag in the shipping line’s system updates, and we did not proactively provide estimated arrival notifications at key milestones (such as departure and pre-arrival).

Solution:

Immediately provided the client with the latest booking confirmation and estimated arrival time. Proactively sent arrival reminders three days and one day prior to the vessel‘s arrival. For subsequent orders, established a proactive notification mechanism at key milestones (loading, departure, arrival, pick-up) to ensure the client had full visibility throughout the shipping process.

Result:

The client noted that the increased transparency significantly improved their internal planning efficiency and recognized us as a “preferred supplier for logistics service.”

Issue:

After receiving a batch of pulp plates, the client mentioned that the inner packaging bags were sealed too tightly, making it inefficient for their warehouse staff to open them during distribution. They requested a more user-friendly sealing method.

Cause:

The sealing method used was a standard heat-seal process, and the convenience of opening during the client’s unpacking process was not fully considered.

Solution:

Discussed with the client to understand their specific unpacking process and operational pain points. Provided three sealing options for the client to choose from: spot seal, easy-tear notch, and perforated line. After the client selected the easy-tear notch option, prepared samples free of charge for the next batch for client approval. Once confirmed, officially adjusted the packaging process and provided unpacking recommendations for the already shipped batches.

Result:

The client appreciated our attention to user experience and subsequently applied the same packaging optimization to multiple products.