Clear Investigation.
Practical Resolution.
PetiPaper handles quality claims through documented evidence, batch traceability, and a structured technical review. This framework helps buyers, freight partners, and production teams identify what happened and agree on a proportionate next step.
Our working principle
Facts first. Records checked. Resolution documented.
A claim is assessed against the agreed specification
We review the approved sample, purchase order, packing requirement, batch records, shipment condition, and evidence from the affected material.
Important scope note
Resolution depends on verified cause, affected quantity, available evidence, and the agreed commercial terms. This process does not create unlimited liability for indirect losses, lost production, or downstream customer claims.
What we investigate
Five practical claim categories
A clear category helps preserve the right evidence and brings the appropriate technical, logistics, or production records into the review.
Packaging Damage
Torn wrapping, crushed cores, edge damage, broken pallets, container movement, or visibly damaged rolls.
Moisture Exposure
Water marks, damp wrapping, condensation, elevated moisture reading, deformation, or storage-related exposure.
Dimensional Variance
Concerns about roll width, sheet size, core size, net weight, total GSM, PE coating weight, or other agreed tolerances.
Processing Abnormality
Issues during printing, slitting, die-cutting, forming, heat sealing, curling, winding, or handling on production equipment.
Performance Inconsistency
Reported variation in adhesion, surface quality, sealing response, stiffness, flatness, dyne level, or leakage performance.
First response
Report early and preserve the affected material
Prompt notice gives all parties the best opportunity to inspect the material condition, check transport records, and prevent an avoidable issue from spreading through production.
Practical preservation steps
- Stop using the clearly affected rolls or sheets where safe and practical to do so.
- Keep original packaging, labels, cores, and damaged protective materials available for inspection.
- Separate affected stock from unaffected stock and record the quantity involved.
- For freight damage, notify the carrier, surveyor, or insurer according to the applicable transport procedure.
Information to include in your initial claim notice
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1
Order and shipment reference
Provide the purchase order number, invoice or packing list reference, container number where applicable, arrival date, and delivery location.
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2
Affected batch and roll identification
List every affected batch number, roll number, pallet number, or sheet pack label. State the total received quantity, affected quantity, and quantity already processed.
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3
Clear issue description
Describe what was observed, when it was first detected, the production stage involved, and whether the issue appears across one roll, one batch, or multiple batches.
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4
Evidence and sample availability
Attach photographs, video, measurements, machine settings where relevant, and confirm whether unused material, damaged packaging, and representative samples can be retained.
Traceability in practice
The label connects the claim to the production record
Batch and roll identification allows PetiPaper to locate relevant raw-material, coating, inspection, packing, and retained-sample records. Please photograph the label before removing or discarding packaging.
Please do not rely on an outer pallet count alone. A legible roll or pack label is normally needed to determine whether material comes from the same production batch and to define the affected scope.
Example fields shown for claim reporting reference only.
PetiPaper
PE-Coated Paper Roll Identification
- Batch number
- PP-240615-2S-08
- Purchase order
- PO-EXAMPLE-2026
- Specification
- 230 gsm / 1S PE / 850 mm
- Net weight
- 742 kg
- Production date
- 2026-06-15
- Pallet / package
- PLT-18 / PKG-04
Evidence checklist
Useful evidence makes the review faster and fairer
Evidence should show the condition, quantity, identification, and context of the concern. It helps distinguish material issues from transport, storage, machine setup, or processing conditions.
Photos and video
Show the overall condition, close-up defect, roll label, packaging, pallet, container position, and a scale or measuring tool where relevant.
Measurements and test data
Record instrument type, test method, calibrated status where available, sampling location, result, date, and the agreed target or tolerance.
Processing context
For machine concerns, include material run order, equipment model, settings, tooling, operating speed, ambient conditions, and comparison material if available.
Retained material
Keep representative unused material, damaged packaging, inner wrapping, and defect samples available until the investigation scope is agreed.
Evidence should be preserved before material is fully consumed, reworked, or discarded
Where the condition cannot be verified because labels, samples, packaging, measurements, or relevant records are unavailable, the investigation may be limited. PetiPaper will still review the information reasonably available.
Investigation workflow
How PetiPaper reviews a claim
The review is designed to establish the affected scope, compare evidence with the agreed specification, and identify the most likely cause before discussing corrective action.
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01
Register & Contain
Confirm receipt, record the issue, identify affected material, and recommend preservation steps where necessary.
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02
Verify Scope
Check order, shipment, batch, roll, and quantity data to determine whether the issue is isolated or may affect related material.
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03
Compare Records
Review approved specification, reference sample, COA, production controls, inspection records, packing records, and retained samples.
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04
Analyse Cause
Assess possible manufacturing, transport, storage, handling, machine setup, tooling, or processing factors using available evidence.
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05
Document Outcome
Share findings, corrective recommendations, responsibility assessment, and an appropriate proposed commercial or technical resolution.
Records PetiPaper may compare
- ✓Approved technical specification and order confirmation
- ✓Sealed or retained reference sample, where applicable
- ✓Batch production and quality-control records
- ✓Raw-material and coating traceability records
- ✓COA, inspection, roll, and packing records
- ✓Loading records and available shipment documentation
Possible review conclusions
- A.Evidence supports a material deviation from the agreed specification or approved reference.
- B.Evidence indicates transport, moisture exposure, storage, handling, or other conditions after shipment may have contributed.
- C.Evidence indicates processing conditions, equipment, tooling, or application variables require technical adjustment or further trial.
- D.Available information is insufficient to determine cause or affected scope with confidence.
A fair assessment follows the full material journey
PE-coated paper performance depends on the agreed specification and on conditions before, during, and after delivery. We review the available evidence across every relevant stage before identifying a cause.
Evidence-led claim review
Batch records, retained samples, loading evidence, inspection findings, and processing details help establish the relevant responsibility.
Claim assessment framework
Four factors reviewed together
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01PetiPaper records
Manufacturing factors
We compare supplied material with the approved specification, production records, inspection results, retained samples, and batch traceability data.
Review may include base paper, PE coating weight, total grammage, moisture, adhesion, surface quality, dimensions, and roll condition.
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02Freight evidence
Transport and delivery factors
Freight-related claims may require a review of the container condition, loading records, transit events, handling history, unloading process, and available carrier or insurer documentation.
Water ingress, impact damage, damaged wrapping, and container securing are assessed against shipment-level evidence.
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03Site conditions
Storage and handling factors
Paper condition can change after delivery. Storage duration, warehouse climate, protection from water, stacking method, roll orientation, and internal movement are considered where relevant.
Clear receiving inspection and storage records help distinguish shipment condition from post-delivery exposure.
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04Converter inputs
Processing and application factors
Converting performance depends on the approved material specification and the operating conditions used on the customer's equipment and end-use application.
Machine settings, tooling, speed, heat-sealing parameters, ink, ambient conditions, material conditioning, and pack design may influence results.
What this means in practice
PetiPaper reviews whether supplied material conforms to the agreed specification and contractual commitments. Claims involving external transport, storage, processing, end-use conditions, or unverified downstream losses may require participation from the relevant carrier, insurer, warehouse operator, converter, or other party. Any commercial remedy is assessed against verified facts and agreed terms.
Resolution options
Solutions are matched to the verified issue
Where a claim is substantiated, PetiPaper will work toward a commercially reasonable resolution. The appropriate option depends on cause, affected quantity, usability of the material, shipment status, and the agreed contract terms.
Technical adjustment
Process recommendations, sample trials, specification refinement, or future-order controls may address an application issue without unnecessary disposal of usable stock.
Replacement or replenishment
Replacement material or an agreed replenishment arrangement may be considered for verified affected quantities, subject to production, shipment, and contractual conditions.
Price adjustment or discount
Where material remains usable with a verified reduction in value, a proportionate discount or price adjustment may be more appropriate than replacement.
Refund for verified scope
A refund may be considered for the verified affected material where return, replacement, or other corrective action is not suitable under the applicable agreement.
Credit on a future order
For continuing supply programs, an agreed credit note or future-order adjustment may provide a practical resolution while maintaining fixed specifications.
Corrective action for repeat supply
Verified learning is incorporated into future specifications, packing standards, inspection criteria, reference samples, and change-control requirements where appropriate.
Resolution is proportionate, documented, and linked to the verified claim scope
PetiPaper does not promise a single outcome for every claim. Any remedy is subject to evidence, causation, affected quantity, mitigation of avoidable loss, applicable shipping arrangements, and the parties' purchase order or contract terms. This approach protects both buyer and supplier by keeping the process transparent and commercially realistic.
Need to report a material concern?
Include your order reference, batch or roll labels, affected quantity, issue description, and available photographs or samples so the review can begin efficiently.