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Dealing with damaged merchandise

by Ben Armstrong
8 replies
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So I recently received a large order of products from China that arrived poorly packed and with damage to one third of the stock. The items themselves are fine for the most part except the plastic casing they are housed in is broken, making them completely unfit for sale.

The solution they offered to me is that they simply send me replacement plastic cases with the next order. This would mean I'd have to spend hours taking products from the broken containers and placing them in the replacement ones.

I asked them to send me replacement items and I would happily send back the broken ones at their expense, however they have so far been unwilling to do this. My next solution was that I send back the products with broken packaging (at their expense) and they pack them into new cases themselves and then send them back to me at their expense.

I haven't heard back on the last solution yet but I'm just wondering if other people have gone through anything similar? What are my rights here? I paid via paypal but I don't want to go down the route of escalating to them just yet as I'd like to actually continue a business relationship with this manufacturer.
#damaged #dealing #merchandise
  • Profile picture of the author Importexport
    It is important that you urgently make copies of all online documentation including the original B2B site advertisement, and emails to and from the supplier.

    Then you need to work out a compromise that helps your supplier save face but won't cost you too much. A suggestion that could greatly benefit you long term would be that they send replacements for the broken ones and you will pay 50% of the product cost for the replacements and they pay the other 50% plus the freight for the replacements .

    That might go against the grain, but with many years experience in dealing with Chinese businesses I can tell you that this short term reduction in profit can lead to big benefits in your relationship. Establishing a good relationship with Chinese suppliers is an extremely important asset for your business.

    If you have not already done so, send them photos of a quantity of the broken items - all in the one photo if that is practical. Emphasize the importance of better packaging to avoid such losses in future.

    Walter Hay.
    "If you think education is expensive - consider the cost of ignorance."
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    Use emotions and perceptions to build a great brand. Ask me about my book LabelsThatExploit. For safe sourcing and easy importing from 41 countries globally, see https://provenglobalsourcing.com
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  • Profile picture of the author Ben Armstrong
    Thanks for the advise.

    They are going to replace the badly damaged items at their own expense and with the other 50 or so they are going to send me cases to replace myself which won't take too long with these. It's not exactly a solution I'm thrilled about as IMO the package arriving intact is 100% their responsibility but as I said... I want to have a good relationship with them down the road so I'll take the hit.

    I have used the opportunity however to try and negotiate a better rate on future shipments which will hopefully be compensation for the time I've lost.
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    • Profile picture of the author Importexport
      Originally Posted by Ben Armstrong View Post

      Thanks for the advise.

      They are going to replace the badly damaged items at their own expense and with the other 50 or so they are going to send me cases to replace myself which won't take too long with these. It's not exactly a solution I'm thrilled about as IMO the package arriving intact is 100% their responsibility but as I said... I want to have a good relationship with them down the road so I'll take the hit.

      I have used the opportunity however to try and negotiate a better rate on future shipments which will hopefully be compensation for the time I've lost.
      I am pleased that things are working out for you.

      It's worth remembering that loss of face is an important issue for Chinese people. This is why being moderate and willing to compromise can be good for your relationship in future.

      Walter Hay.
      "If you think education is expensive - consider the cost of ignorance."
      Signature
      Use emotions and perceptions to build a great brand. Ask me about my book LabelsThatExploit. For safe sourcing and easy importing from 41 countries globally, see https://provenglobalsourcing.com
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      • Profile picture of the author Ben Armstrong
        Originally Posted by Importexport View Post

        I am pleased that things are working out for you.

        It's worth remembering that loss of face is an important issue for Chinese people. This is why being moderate and willing to compromise can be good for your relationship in future.

        Walter Hay.
        "If you think education is expensive - consider the cost of ignorance."
        Thanks. Yes I'm learning that it's a very different culture and that I can't expect the same levels of customer service you'd get from major suppliers and manufacturers elsewhere.

        I've dealt with a major brand in korea and they've been great. Any issues and they immediately take responsibility and resolve things straight away but then again, I pay them a lot more too.
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  • Profile picture of the author violet0176
    Find a new Supplier, ASAP.

    As far as saving face goes, you should be worried about your own bottom line, not the Supplier's pride.

    If it happened once, it will likely happen again and is that really how you want to do business?
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    • Profile picture of the author Importexport
      Originally Posted by violet0176 View Post

      Find a new Supplier, ASAP.

      As far as saving face goes, you should be worried about your own bottom line, not the Supplier's pride.

      If it happened once, it will likely happen again and is that really how you want to do business?
      This is not good advice. Having dealt with Chinese manufacturers since 1987 and after countless visits to China, I understand how business is done in China, and I understand the different Chinese way of thinking.

      It would be very short sighted to allow one hitch to destroy a business relationship at the start. The supplier has made a genuine and reasonable rectification of the problem. This is exactly the kind of supplier you want to deal with, not the kind you should ditch because of a small amount of extra work for you on the first order.

      If the same problem happens subsequently, by all means change suppliers then.

      Walter Hay.
      "If you think education is expensive - consider the cost of ignorance."
      Signature
      Use emotions and perceptions to build a great brand. Ask me about my book LabelsThatExploit. For safe sourcing and easy importing from 41 countries globally, see https://provenglobalsourcing.com
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      • Profile picture of the author violet0176
        Originally Posted by Importexport View Post

        This is not good advice. Having dealt with Chinese manufacturers since 1987 and after countless visits to China, I understand how business is done in China, and I understand the different Chinese way of thinking.

        It would be very short sighted to allow one hitch to destroy a business relationship at the start. The supplier has made a genuine and reasonable rectification of the problem. This is exactly the kind of supplier you want to deal with, not the kind you should ditch because of a small amount of extra work for you on the first order.

        If the same problem happens subsequently, by all means change suppliers then.

        Walter Hay.
        "If you think education is expensive - consider the cost of ignorance."
        That's fair. You're entitled to your opinion and I'm entitled to mine. Not sure why you felt the need to rebut?
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        • Profile picture of the author Importexport
          Originally Posted by violet0176 View Post

          That's fair. You're entitled to your opinion and I'm entitled to mine. Not sure why you felt the need to rebut?
          Thanks for your measured response. I was not trying to correct you, but I wrote as I did because there are many readers who are newbies at importing, and they have no knowledge of Chinese culture and business practices.

          Most have a lot to learn in that regard, from what colors to wear or not wear if visiting a business person in China, to understanding why Chinese people won't say "no".

          I have posted a lot of such information in my thread Ask Me Anything About Product Sourcing And Importing For Profit. ― Veteran Importer Here.

          If any readers have questions I would be pleased to answer if they post them there.

          Walter Hay.
          "If you think education is expensive - consider the cost of ignorance."
          Signature
          Use emotions and perceptions to build a great brand. Ask me about my book LabelsThatExploit. For safe sourcing and easy importing from 41 countries globally, see https://provenglobalsourcing.com
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