Everyday Life · 日常 rìcháng

投诉

tóusù

How to raise a quality problem with a Chinese factory firmly without costing anyone face: reporting the defect, demanding a root cause and 8D report, and negotiating who pays.

商务 · Visiting a Chinese Factory: A Reading Path hub →

~6 min read

反馈 fǎnkuì Raising the Problem

对事不对人 duì shì bú duì rén · About the Problem, Not the Person

投诉 (tóusù) is a formal complaint; between partners the softer word is 反馈 (fǎnkuì, feedback) or 反映问题 (fǎnyìng wèntí, to report a problem), and starting there keeps the factory talking. The principle Chinese managers use themselves is 对事不对人: address the issue, not the person. A complaint that embarrasses the salesperson in front of the boss gets a defensive answer. One that arrives with photos, the lot number, the quantity affected, and a clear request gives the factory a way to fix it and keep face. Be firm about the facts and the deadline, and generous about the relationship.

一条好的反馈 yì tiáo hǎo de fǎnkuì · A Complaint That Gets Action 问题 wèntí → what is wrong, with photos or video (照片 zhàopiàn, 视频 shìpín)
批次 pīcì → which batch or lot number (批次号 pīcìhào), and the production date
数量 shùliàng → how many units checked, how many failed (抽查了多少, 不良多少)
影响 yǐngxiǎng → what it costs you: customer returns, held stock, a missed launch
要求 yāoqiú → what you need, by when: 原因分析 in three days, a plan in a week

反映问题 fǎnyìng wèntí to report a problem

The neutral opener. 客诉 (kèsù) is a complaint from your own customers, a useful word because it shifts the pressure to the market rather than to you.

王总，我们最近收到几个客诉，想跟您反映一下这个问题。

Wáng zǒng, wǒmen zuìjìn shōudào jǐ ge kèsù, xiǎng gēn nín fǎnyìng yíxià zhège wèntí.

Mr Wang, we've had several customer complaints recently and want to raise the issue with you.

这批货抽查了两百个，有十八个漏水，照片和批次号我发给您。

Zhè pī huò chōuchá le liǎngbǎi ge, yǒu shíbā ge lòushuǐ, zhàopiàn hé pīcìhào wǒ fā gěi nín.

We spot-checked 200 units from this batch and 18 leak; I'll send you photos and the lot number.

严重 yánzhòng serious

Say plainly how serious it is; understatement is heard as "not urgent." 影响很大 (the impact is large) and 不能接受 (bù néng jiēshòu, cannot be accepted) are firm without being rude.

这个问题比较严重，这个不良率我们不能接受。

Zhège wèntí bǐjiào yánzhòng, zhège bùliánglǜ wǒmen bù néng jiēshòu.

This is a serious problem; we cannot accept this defect rate.

原因分析 yuányīn fēnxī Root Cause and 8D

原因分析 yuányīn fēnxī cause analysis

The first thing to ask for. 根本原因 (gēnběn yuányīn) is the root cause; an answer like 工人操作不当 (worker error) usually is not one. Ask why the process allowed the error.

请在三个工作日内给我们一份原因分析，要找到根本原因。

Qǐng zài sān ge gōngzuòrì nèi gěi wǒmen yí fèn yuányīn fēnxī, yào zhǎodào gēnběn yuányīn.

Please send us a cause analysis within three working days; we need the root cause.

工人操作失误为什么没有被检验发现？

Gōngrén cāozuò shīwù wèishénme méiyǒu bèi jiǎnyàn fāxiàn?

Why wasn't the worker's mistake caught by inspection?

8D报告 bā-D bàogào 8D report

The standard eight-step problem-solving report, read as 八D. It covers the team, the problem, containment, root cause, the corrective action (整改措施 zhěnggǎi cuòshī), verification, prevention (预防措施 yùfáng cuòshī), and closure. Most factories that supply export customers know the format.

麻烦按8D格式写报告，包括临时措施和长期的预防措施。

Máfan àn bā-D géshì xiě bàogào, bāokuò línshí cuòshī hé chángqī de yùfáng cuòshī.

Please write the report in 8D format, including the containment action and the long-term prevention.

库存 kùcún stock, inventory

Containment covers goods not yet shipped. Ask the factory to check 库存 and the work in progress (在制品 zàizhìpǐn) before anything else leaves.

在问题解决之前，库存和在线的货都要全检，先不要出货。

Zài wèntí jiějué zhīqián, kùcún hé zàixiàn de huò dōu yào quánjiǎn, xiān bú yào chūhuò.

Until this is solved, all stock and goods on the line must be fully inspected; hold shipments for now.

索赔 suǒpéi Claims and Who Pays

分担 fēndān · Splitting the Loss

索赔 (suǒpéi) is "to claim compensation," and it changes the tone of the conversation, so raise it once the cause is known rather than in the first message. The forms a settlement can take, from easiest to hardest for a factory to accept: 补货 (replacement goods in the next shipment), 扣款 (kòukuǎn, a deduction from the next payment), 赔偿 (péicháng, a cash payment). A factory that accepts responsibility will often offer to share the loss, 分担 (fēndān); whether you accept depends on how clear the fault is and how much the next order matters. Keep the defective units and the sealed sample as evidence until the claim is settled.

赔偿 péicháng compensation

Name the items: the goods, freight, inspection, and your customers' returns. 损失 (sǔnshī) is the loss itself.

我们的损失包括货款、运费和退货费用，清单附后。

Wǒmen de sǔnshī bāokuò huòkuǎn, yùnfèi hé tuìhuò fèiyòng, qīngdān fù hòu.

Our losses include the cost of goods, freight, and return costs; the itemised list is attached.

扣款 kòukuǎn deduction from payment

Often the most practical settlement, since you hold the next payment. Agree the amount in writing before deducting.

这次的损失从下一批的尾款里扣，您看可以吗？

Zhè cì de sǔnshī cóng xià yì pī de wěikuǎn lǐ kòu, nín kàn kěyǐ ma?

Could we deduct this loss from the balance on the next batch?

分担 fēndān to share (a cost)

The compromise line. Offering it yourself, once fault is clear, buys goodwill for the next order.

考虑到我们长期合作，这次损失我们双方各承担一半。

Kǎolǜ dào wǒmen chángqī hézuò, zhè cì sǔnshī wǒmen shuāngfāng gè chéngdān yíbàn.

Given our long-term partnership, let's each bear half of this loss.