As soon as Gary went to work, he received an email from Tina, a customer from Australia, she told that the in the batch candle vessels of 40ft containers, 3 boxes were damaged. After receiving the photos, Gary immediately replied to the customer and expressed sorry, and promised to give the customer a satisfactory respond within 24 hours.

In order to find out the cause of the damage to the outer box of the candle vessels, Gary immediately contacted relevant colleagues in the shipping team to review the entire shipping process. First, check the material of the carton. After inspection, it was found that the packed carton was made of 5-layer AB double corrugated material and complied with the conventional export packaging box standards. Then I checked the photos and videos of the shipping and loading process, from half a container to a full container, to covering the Internet, and finally closing and locking the container door. No problems were found. The problem may occur when the logistics company encounters an unexpected external impact during the unloading process after arriving at the destination port, or the outer box of individual candle vessels is damaged due to poor moisture protection.

Although the main problem occurs in the logistics and transportation link, customers can directly ask the freight forwarder for compensation. Objectively speaking, Sunny Glassware do not need to pay compensation. But it is a fact that the customer's goods were damaged, and the experience given to the customer is definitely not good. Sunny Glassware decided to make up for the damaged quantity in the next batch of candle vessels orders and give away the same number of additional candles vessels. When Tina received the solution we provided, she was very moved and immediately decided to hand over another new candle vessels project to Sunny. Last month, Gary made a special trip to Australia to visit a customer. He went to the customer's warehouse to find the damaged box and take photos as a souvenir as a warning!

Sunny Glassware has been exporting candle vessels and aromatherapy bottles to more than 30 countries for more than 20 years. If a problem occurs, if it is our own responsibility, we will never shirk the responsibility, cooperate with the customer to actively respond, carefully review the situation, find out the root cause of the problem, and avoid the problem from happening again. If you trust Sunny Glassware, you are welcome to trial order.