CUSTOMER COMPLAINT RESOLUTION RECORD

Complaint Number: CCR-2026-0911
Customer: [Japanese Customer Name]
Product: Frozen Dumplings (Pork & Cabbage), 500g bag
Batch Number: FD-2026-08
Complaint Date: August 28, 2026
Resolution Date: September 11, 2026
Status: Closed

1. Complaint Summary

On August 28, 2026, the customer reported quality issues with the above batch. The customer reported:

1. Texture: The dumpling wrapper was described as "soggy" and "falling apart" after cooking. The wrapper did not hold together. The filling was exposed.

2. Color: The dumpling wrapper was described as "grey" and "discolored" compared to previous shipments. The wrapper should be white.

3. Taste: The filling tasted "flat" compared to previous shipments. The seasoning was not consistent.

The customer provided photographs of the cooked dumplings and the packaging. The customer requested a full investigation and replacement of the batch.

2. Photographic Evidence

The customer submitted 12 photographs:

• 4 photos showing the cooked dumplings with broken wrappers

• 3 photos showing the raw dumplings with grey discoloration

• 2 photos showing the packaging bag with batch number

• 2 photos showing the cooking process

• 1 photo showing the comparison with a previous batch (normal color vs. discolored)

• 

3. Initial Assessment

The complaint was received by the export sales manager and forwarded to the quality department on August 29, 2026. The quality department requested the following from the customer:

1. Retained samples of the affected batch (unopened bags)

2. Retained samples of the previous batch (for comparison)

3. Information about storage and cooking conditions

The customer provided the requested samples on September 2, 2026. The samples were sent to the internal laboratory for analysis.

4. Laboratory Analysis

4.1 Sample Receipt

4.2 Physical Examination

Observation: The affected batch (FD-2026-08) shows grey discoloration and a softer wrapper texture than the previous batch (FD-2026-07).

4.3 Moisture Content Analysis

Observation: The affected batch has higher moisture content in both the wrapper and the filling compared to the previous batch.

4.4 Freezer Burn Assessment

Observation: The affected batch has significant freezer burn (16-18%) compared to the previous batch (2-3%).

4.5 Microbiology

Observation: Microbiology is within specification. No safety issue.

5. Root Cause Investigation

5.1 Packaging Review

The packaging materials for Batch FD-2026-08 were compared to Batch FD-2026-07.

Observation: The seal strength of Batch FD-2026-08 is lower than Batch FD-2026-07. The seal strength is 32 N/15mm, which is above the minimum specification (>30 N/15mm) but lower than the previous batch.

5.2 Seal Integrity Test

The seal integrity was tested using a dye penetration test. The test results:

Observation: The affected batch has seal integrity failures. The seal is not fully sealed in some bags. Air and moisture can enter the bag.

5.3 Seal Integrity Failure – Root Cause

The seal integrity failure was caused by the sealing machine. The sealing machine had a temperature control issue. The sealing temperature was not uniform across the sealing bar.

Observation: The sealing bar has a temperature variation of 24°C. The specification is ±5°C. The variation caused inconsistent sealing.

5.4 Moisture and Freezer Burn – Root Cause

The moisture and freezer burn are secondary effects of the seal failure. The seal failure allowed air to enter the bag. The air caused freezer burn. The air also caused moisture migration from the filling to the wrapper. The wrapper absorbed moisture and became soft. The filling lost moisture and became dry. The color changed due to oxidation.

5.5 Color Change – Root Cause

The grey discoloration of the wrapper is caused by oxidation. The seal failure allowed oxygen to enter the bag. The oxygen reacted with the wrapper, causing discoloration. The wrapper contains a small amount of iron, which oxidizes to form grey iron oxide.

5.6 Taste Change – Root Cause

The taste change is caused by the moisture migration. The filling lost moisture and some volatile flavor compounds. The filling became drier and less flavorful. The seasoning concentration increased slightly, making the taste unbalanced.

6. Root Cause Summary

7. Corrective Actions

7.1 Immediate Actions

7.2 Short-Term Actions

7.3 Long-Term Actions

8. Customer Communication

8.1 Initial Response (August 29, 2026)

The customer was informed that the complaint was received and an investigation was initiated. The customer was asked to provide retained samples.

8.2 Update (September 5, 2026)

The customer was informed of the preliminary findings. The root cause was identified as a sealing machine issue. The customer was informed that the batch would be replaced.

8.3 Final Response (September 11, 2026)

The customer was provided with the full investigation report. The batch was replaced. The customer was offered a 15% credit on the next order as compensation for the inconvenience.

Customer Response (September 11, 2026):

"The investigation was thorough. We appreciate the transparency and the corrective actions. We accept the replacement and the credit. We will continue to monitor the next shipments."

9. Cost Impact

10. Conclusion

The complaint from the Japanese customer was caused by a sealing machine temperature variation. The variation caused seal integrity failures, which led to moisture migration, freezer burn, color change, and taste change.

The root cause was identified and corrected. The sealing machine was calibrated, and daily seal integrity testing was implemented.

The customer was satisfied with the response and the corrective actions. The batch was replaced, and a credit was issued.

Prepared By:
Wang Lei, Quality Manager
September 11, 2026

Reviewed By:
Li Wei, Export Sales Manager
September 11, 2026

Approved By:
Zhang Ming, General Manager
September 11, 2026

This complaint record is confidential and intended for internal use only. Distribution to third parties is prohibited without the written consent of the Quality Department.

A Japanese customer complained about texture and color in a frozen dumpling shipment. The investigation found a packagin

Japanese customer complained about dumpling texture. Investigation found a packaging issue affecting three production lines. Full complaint resolution record.

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