How We Resolved a Mis-Shipment of Aluminum Strip Width: A Real Case of Commitment

In the aluminum supply industry, accuracy is everything. But what happens when a mistake occurs? In this article, we share a real case where we mistakenly shipped the wrong aluminum strip width to a client — and how we turned the situation into a trust-building opportunity.

The Situation: Width Mismatch on Urgent Order

A long-term client in Southeast Asia urgently ordered 1350-O aluminum strip, 50 mm wide, for transformer winding. Due to an internal labeling issue, the shipment included coils of 60 mm width — too wide for their winding equipment.

Despite our multi-step QC checks, this error slipped through. The goods had already arrived at the destination port.

Our Immediate Response: 3-Step Remedial Action

1. Confirmed inventory and re-produced 50 mm coils from the same batch and alloy.
2. Arranged express air shipment at our cost to avoid project delays.
3. Offered a refund or 50% discount on the mismatched coils.

Logistics & Tracking Transparency

We shared real-time production photos, coil dimensions, and packing progress via WhatsApp and email. The correct-width coils were delivered within 7 working days, meeting the client’s installation schedule.

Client Feedback

“We were impressed not just by the speed but by the accountability. Many suppliers delay — you solved it faster than expected.”
— Transformer Manufacturer, Malaysia

Lessons We Applied After the Incident

• Introduced barcode-based coil labeling and scanning to avoid future mismatches.
• Improved double-check SOP for cutting-width confirmation before final packing.
• Created a “priority remake” workflow for urgent mis-shipments.

Turning a Mistake Into Trust

Mistakes can happen, even in a precision-focused industry. What matters is how a supplier responds. This incident strengthened our partnership and showcased our values:

• Accountability over excuses
• Speed over delay
• Solutions over silence