EN
A complaint arrives on a Tuesday morning: 40 bags from the March shipment have a zipper that will not close. The retailer wants credit by Friday. You have a photograph of a slider at an angle that shows nothing, no carton numbers, and no idea whether those 40 bags came from one production day or six. This is not a service problem. It is an evidence problem, and it was decided weeks before the complaint.
Claim Evidence You Should Ask For On Day One
The evidence set determines whether a complaint can be resolved in 48 hours or drags for three weeks. Ask for six items, and put them in the supply agreement so the request is not a negotiation each time.
Photograph of the failure, close enough to see the component, with the defect visible rather than described
Photograph of the bag label showing the production code or PO reference
Carton label photograph, which links the unit to a production date and a line
Quantity affected and quantity in the customer's total stock, so the rate can be calculated
Dies venditionis aut dies perceptionis, qui defectum in expeditione a defectu in usu distinguit
Praescriptio quid cliens desideret: credita, substitutionem, aut emendationem
Emptores saepe resistunt ad elementum in titulo cartonum, quia cartones forte iam abierunt. Haec est legitima condicio in commercio reticulo, ubi cartones in emporio rumpuntur et paucis diebus abiciuntur. Nostri compromissi simplicitas est: titulus internus sacculi eundem codicem productionis habet atque carto, itaque photographia tituli interni nobis possibilitatem praebet ut originem rei investigemus, etiam sine cartone.
Fenestrae responsionis ad quas emptores se obligare debent
Silentium carius est quam mala responsum. Horas certas statuite et publicate.
Agnotescite intra unum diem operosum, cum numero causae et nomine personae quae eam tractat
Petite probationes desideratas intra duos dies operosos, in una missione potius quam in quattuor
Date aestimationem praeviam intra quinque dies operosos
Resolvite intra quindecim dies operosos pro casibus simplicibus, triginta pro casibus qui inspectionem tertii partis postulant
Apud nos, promittimus respondere in fabrica intra tres dies laborales post receptionem integri pacheti probationum, et aperte dicimus quando non possumus aestimare querelam propter probationes incompletas. Illa ultima sententia est molestans in conventu venditionis, sed utilis postea. Fornitor qui semper dicit 'ita' in prima epistula saepe magnum problemum accumulat.
Horologium debet stare dum probationes desunt. Si non stat, marca moram sustinet pro documento quod cliens numquam misit. Scribite hanc cessationem in pacto.
Credito, Substitutione, Aut Reparatione
Tres remedia, tres profila pretiorum, et una regula: remedium aptandum est ad genus defectus, non ad affectum clientis.
Credito recta est cum defectus realis est, quantitas clara est, et unitas non recuperabitur. Est celeris et pura. Est falsa cum idem defectus iterum accidet in reliquo stoccu clientis, quia credito in 40 unitatibus relinquuntur 600 unitates quae eodem modo deficiunt.
Substitutio est recta pro defectibus structuralibus et pro omnibus rebus, ubi cliens productum omnino uti non potest. Substitue unitates affectas, et recipi unitates defectivas ad dissectionem, quia dissectio sola est via ut sciamus num 40 an 4.000 unitates spectemus.
Reparatio est recta pro partibus usurarum et pro componentibus singularibus. Mutatio cursoris in officina locali reparandi paucos denarios contra substitutionem totius unitatis impendit marchae.
Noster modus operandi in programmatibus sacculorum pro computatris portatilibus: defectus componentium singularium sub 1 percentu lotti affectae, reparatio vel partes. Supra 1,5 percentum eodem modo defectus, petimus exemplaria redacta et tractamus ut quaestio productionis potius quam servicii, quod mutat qui solvat.
Quaestio quae causam decidit
Prima quaestio quam plerique emptores nobis proponunt, utrum defectus sit an casus usus. Haec est recta quaestio, et saepius respondetur quam multi putant. Ancora cinguli quae a bar-tack discedit, ostendit schemata sutoria in laceratione. Cernere potes distorsionem fasciae in toto cursu cernere, non unicum dentem, si cremallera rupta est ob nimiam repletionem. Si tabula basalis in uno angulo exesa est, abrasio apparet, non delaminatio. Photographiae hanc quaestionem solvunt; descriptiones non.
Separatio Defectus Productionis a Defectu Expeditionis
Querelae simul adveniunt, et remedium secundum causam variat. Igitur eas ante pretium statuendum dispone.
Defectus productionis: modus defectus constans in pluribus unitatibus eodem ordine emptionis (PO), saepe eodem die productionis
Damnum expeditionis: anguli compressi, ferramenta abrasi, sacculi polyethylenici lacerati, haec omnia in exteriori cartonis parte concentrata
Damnum manutentionis in magazzino: cartones lacerati, sacculi polyethylenici desiderati, damnum in centro strati
Problema de design: eadem defectus in pluribus PO et temporibus, quod est categoria cara
Error usus: onus supra limitem notatum, aut modus defectus qui congruit noto paterno abusu
Damnum in expeditione habet fenestram notificationis 3 ad 7 dies apud plerosque ferentes, ideo separatim annotandum est a querelis de productis. Si non fit, tempus pro reclamatione ad ferentem expirat dum marca adhuc cum fabrica de ea disputat.
Forma ad suscipiendas querelas
Formam semel construe et controversiae decidunt. Nostra undecim campos habet:
Numerus causae et dies apertionis
Canalis et typus clientis
Numerus PO, codex productionis, dies expeditionis
Quantitas unitatum affectarum, quantitas unitatum in magazino
Component et descriptio defectus in una sententia
Reference of the photo set
Category of cause from the list above
Requested remedy and approved remedy
Cost of remedy, split into parts, labour, and freight
Note on root cause, completed before closing
Design feedback flag: yes or no
That last field is what makes the form worth filling. A complaint log without a design feedback flag records history. With it, the log changes the next production order.
How we handle the case file on our side
At Tianqin we open a case file for every complaint above 0.5 percent of a shipment and keep the failed units until the case closes. On a 2024 program, a UK retailer reported 22 slider failures on a 4,800 unit shipment. The rate was 0.46 percent, below our threshold, but the failure was in the same position on every unit. We raised it internally anyway and found a tape path deviation of 2.8 mm on one cutting table after a blade change. The fix cost us a blade service and one re-cut run of 300 panels.
Iste casus etiam ostendit limitatum: tractabilitas desinit ad codicem productionis. Si mercator stocum ex duobus ordinibus emptionis (PO) in eodem cistello miscet, nos identificare possumus partem sed non unitatem singularem, et attributio fit statistica potius quam exacta. Emptores qui POs per cistellum separant celeriores responsum ab omni fabrica accipiunt, non solum ab nostra.
Fac Primum Responsum Celerem Et Insignem
Celeris tractatio querellarum non est liberalitas. Est processus cum horologiis, forma, et categoria causae ante discussionem pecuniae definita. Horologia constitue, sex elementa probationis exigere, remedia secundum typum defectus dividere, et causam radicalem annotare. Tuum pretium pro querellis minuetur, et, quod magis importat, tua secunda productio non iterabit errorem primae.
Send us your last six months of complaint tickets, including the ones you resolved yourself, and we will map them to component, cause category, and likely production stage. If a design change removes the top failure, we will quote it with the cost per unit at your order quantity so you can compare it against the claim cost it replaces.
Contact [email protected] or visit www.tianqinbag.com to request samples, get a factory quote, or start an OEM/ODM project with Quanzhou Tianqin Bags Co., Ltd. Sampling runs 7–15 working days, and the complaint review can happen in parallel. Seventeen years of bag manufacturing in Quanzhou, exports to more than 50 countries, SGS test reports available on request.
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