How to return or exchange hot melt adhesive particles that are not qualified upon arrival? The complete process of handling a batch color difference dispute

The cause of the matter

A color box factory in Dongguan prepared 3 tons of paste boxes before the peak seasonHot melt adhesive granulesOn the second day of arrival, the operator reported that the glue color was noticeably yellowish compared to the previous batch, and faint glue marks could be seen on the edges of the light colored cardboard in the pasted boxes. Stop the production line immediately in the factory and ask the supplier for an explanation. This type of dispute is very common in procurement, and if handled properly, it can be resolved within a week. If not handled properly, it can turn into months of mutual disputes.

Step 1: Fix the evidence first, don’t rush to argue

The first thing the procurement supervisor does is not to make a phone complaint, but to solidify the evidence:

• Take a complete photo of the outer packaging, including batch number, production date, and net weight label.
• Take 500 grams of sealed samples from three different bags and label the sampling time and person.
• Retrieve the previous batch of retained samples for side-by-side comparison and take photos under the same light source.
• Keep production records and physical defective products during downtime.

Key point: The sample retention system must be in place on a regular basis. This factory retains 500 grams of each batch of goods and seals them for six months. It is precisely because there are samples from the previous batch that the color difference can be proven to be an objective existence rather than a subjective feeling.

Step 2: Distinguish between appearance differences and performance issues

The supplier’s technology arrived at the factory on the same day, and both parties conducted three comparative tests together. The conclusion is that the color is indeed yellowish, but the three core indicators of softening point, melt viscosity, and peel strength are within the standard range and consistent with the COA accompanying the shipment. That is to say, the adhesive can be used, but the problem is that its appearance affects the appearance of the finished light colored cardboard.

Step 3: Discuss the plan based on the degree of impact

Since the performance is not a problem, a full return is not economical for both parties. The final plan is to divert the processing: these 3 tons will be transferred to the factory for dark packaging and sealing, without affecting the appearance; The supplier will prepare another batch of goods with the same color as the retained sample, which will be replenished within 48 hours and used for pasting light colored cardboard boxes; The price difference and secondary freight shall be borne by the supplier. The whole matter took four days from discovery to resolution and did not affect peak season shipments.

The three systems left by this dispute

• Clearly state the appearance clause in the contractNot only should the softening point viscosity be written, but also the requirement that the color should be consistent with the confirmed sample should be included in the technical agreement, otherwise there will be no basis for appearance disputes.
• Each batch must retain samplesKeep 500g of sample, store for six months, and label with batch number. This is the most useful thing among all quality disputes.
• First, conduct small-scale machine validationAfter a large batch of goods arrives, use a bag for trial run first, confirm that there are no errors, and then put them all into storage and online to avoid the whole batch being passive.

FAQ

Q: Can I still protect my rights without leaving a sample?
Answer: It’s much more difficult. Only third-party testing can prove that the indicators do not match, and appearance disputes are basically unable to provide evidence. Suggest establishing a sample retention system immediately.

Q: Who generally bears the cost of return and exchange shipping?
Answer: If it is indeed the responsibility of the supplier, the supplier shall bear it. It is best to agree in advance in the technical agreement to avoid disputes afterwards.

Q: How long does it take for an objection to be valid?
Answer: The common agreement is that within 7 to 15 days after the arrival of the goods, if the deadline is exceeded, it will be deemed as acceptance. When signing the contract, this clause should be noted.

When selecting suppliers, it is often more important to pay attention to whether they are willing to accept sample comparison and whether they are willing to include the appearance in the technical agreement, rather than offering a price several tens of yuan lower. Guangzhou Sunlife TradingSunlife Hot Melt AdhesiveSupport customers to establish a batch retention and COA comparison mechanism, cooperate with factory retesting in case of objections, and negotiate a diversion plan based on the degree of impact, in order to minimize quality issues from becoming downtime losses.