What to Do If GRC Products Are Damaged During Transportation? Liability Determination and Qinglong Group's Improved After-Sales Process

If GRC products are damaged during transportation, the standard procedure of “on-site evidence collection, liability determination, plan formulation, and rapid handling” must be initiated immediately. The core lies in whether the manufacturer has a clear liability identification mechanism, comprehensive insurance coverage, and efficient remediation capabilities. Qinglong Group specifies transportation liability clauses in its contracts: the goods are inspected by both parties and confirmed intact before leaving the factory; from loading onto the transport vehicle until sign-off at the customer's designated location, the risk of damage is jointly borne by the carrier and us (we have purchased full-value transportation insurance). Once damage occurs, we require customers to immediately take photos and video evidence and notify us; based on the extent of damage, we will provide a combined solution of “on-site repair, factory re-production, and insurance claims” within 24 hours. During transportation for a project in Dongguan, the edge of a corner panel was chipped; our stationed technical personnel arrived on site within 8 hours to complete the repair, which passed the owner's acceptance inspection. Rapid response and a responsible attitude are the key to solving problems.

Standardized On-Site Evidence Collection and Liability Determination Process

We require the driver and the consignee to jointly open and inspect the packages on site. If damage is found, take photos from multiple angles and record videos immediately, marking the location and extent of the damage, with both parties signing the waybill to confirm. This evidence serves as the basis for subsequent insurance claims and liability division. We provide a standard “Arrival Acceptance Confirmation Form” that clearly specifies the acceptance items.

Tiered Handling Plans to Ensure Project Progress

Based on the degree of damage, we provide a three-tier handling plan: 1) Minor knocks or chipped corners (damage area <5%): technical personnel are dispatched for on-site repair to ensure appearance and performance meet standards; 2) Moderate cracking or damage (5%-20%): we assess whether structural safety is affected—if repairable, it is repaired; otherwise, a rapid re-production process is initiated (using backup molds or adjusting the production schedule); 3) Severe shattering damage: insurance claims are initiated immediately, and re-production is arranged simultaneously with priority shipping.

Comprehensive Insurance and Rapid Re-production Support System

We purchase cargo transportation insurance for every batch of goods, covering total loss, partial loss, and other situations. We have established a fast claims channel with insurance companies to simplify procedures. On the production side, we reserve approximately 5% capacity flexibility for major projects for emergency re-production. In the Nanning Wuxiang China Resources MixC project, a truckload of goods was damaged in a traffic accident; through insurance claims and emergency re-production, the overall installation schedule was not affected.

Root Cause Analysis and Continuous Improvement

Every transportation damage incident is entered into a case library, with causes analyzed (such as insufficient packaging, improper route selection, or loading/unloading operation issues), and we continuously improve packaging solutions, optimize logistics partners, and strengthen driver training to reduce the damage rate at the source.

Although transportation damage is never desired, a well-developed response mechanism better reflects a manufacturer's professionalism and responsibility. Guided by rapid response and thorough resolution, Qinglong Group safeguards customer interests to the greatest extent.