YOUR FIRST ORDER SHIPPED AND IS ABOUT TO ARRIVED…NOW WHAT?

It can be an big relief or a big burden when your order final arrives at your warehouse.
The product can look great or have tons of issues. Sometimes even when its great you start to find out that your customers don’t feel the same about it as you do and they are struggling to use it.
Below is a list of “Topics” and suggestions that we think you should follow when you first get your order.

  1. Inspection Upon Arrival: Its Critical that you inspect the first shipment. Please take detailed notes and photos of all the concerns, issues, or improvements you want to see happen. Inspect EVERYTHING!!!.
  2. Customer Complaints: You will get customer feedback. This is good and all improvements should be noted and added to the next order if they align with your company direction. You will want to have immediate Answers and Solutions in place for the complaints of the customers if something is missed or unforeseen.
  3. Unforeseen issues: As you know making products and getting them to customers is complicated and loaded with unknowns. Sometimes, no matter how hard we try, things are missed or not even foreseen until the customers get the product. This is normal. As a business, you will want to work through a strong customer service and support solution that is flexible and can handle those issues.
  4. Returns: If you are launching a new product we recommend having a full 100% return policy. The cost of a good review and turning a bad review better is more beneficial than trying to mess with the customer and product. We have also found that in most cases it’s cheaper to just ship another product than it is to pay for them to return the product and then have your team ship another one. We suggest that you do the math to find out what is the best solution for you.
  5. Testing: Everything that has shipped is based on the standards and testing the factory has done and hopefully approved by you. Most factories try and avoid ownership and will wait for you to tell them everything they should do. If you didn’t do testing or didn’t provide inspection standards then you’re leaving the execution up to their judgment and cost savings. Usually, we provide solutions and options and help walk you through those issues….it’s a team operation and we Highly Recommend setting up your own testing process that you can put some of the product through when it arrives. (again most of this should be done before your start production)
  6. Quality Issues:
    a. You should be aware of the inspection standards and testing that was done. If you’re not then DONT SHIP. It’s more cost-effective and faster to have a factory fix issues than it will be for you once it’s in your warehouse. It’s critical that you understand what was done.
    b. Failure rate – We all want each item to be 100% to be perfect, but we know that you will see some issues as mass production isn’t perfect – especially the first time. Usually, the expected and acceptable failure rate is 1-5%. Cut and Sew usually has a higher fail rate as the tolerance in the stitching are larger.
    c. Types of Failure
    i. Critical Failure – Function of the Product. The sale of the product is not possible.
    ii. Cosmetic Failure – Function is fine but cosmetic issues are obvious and frequent. Sell of the product is still possible.
    d. Chargebacks – If any single issue makes it to a 5% failure rate we will usually request a chargeback from the factory. Failure rate = # of items with 1 issue/total # of bags shipped to clients.

We hope this quick list of items will help you prepare and assure that your production was done right and continues to improve. If you have any additional questions please feel free to reach out to our team.

Info@onyx360.co

If you need help with production, quality control, purchasing your own tooling or switching to a new factory, we are here. Learn more about our 6-step product manufacturing process here.

Email our project management team to talk direct.