Successful case: Full process cooperation record of Australian mother and baby brand customers from inquiry to repurchase
Customer background:
An emerging brand in Australia that focuses on high-end organic maternal and child products, emphasizing product safety, environmentally friendly design, and user experience. It sells through online independent websites and boutique shopping channels.
Collaborative products:
Foldable multifunctional baby crib (customized size and fabric)
Ergonomic maternity pillow (detachable design, customized filling and jacket)
1、 First contact: website visit and inquiry sending
Date: March 2025
Trigger point: The customer found our official website through a search engine and browsed the product columns of “Baby Bed” and “Pregnant Pillow”, especially paying attention to the “Customized Solutions” page.
Inquiry content: The customer sent a detailed inquiry, clearly stating their requirements for the portability of baby beds, material safety certification (Australian standard AS/NZS 2172), and antibacterial fabric for maternity pillows, and inquiring whether size and logo customization is supported.
2、 Requirement communication and solution customization
Quick response: Within 2 hours of receiving an inquiry, our foreign trade team will reply to the customer, attaching product catalogs, certification documents (CE, ASTM, OEKO-TEX, etc.), and past Australian customer case references.
Deep communication:
Through 3 video conferences, understand the customer’s brand positioning, target audience (mid to high end families), and functional pain points (such as the need for baby beds to adapt to small-sized spaces and maternity pillows to provide breastfeeding support).
Our design team provides customized solutions:
Baby crib: Adjust the original size, add a portable folding buckle, upgrade the fabric to organic cotton+waterproof lining.
Pregnant women’s pillow: adopting a segmented filling design (adjustable support in different areas), with an invisible zipper added to the outer cover for easy disassembly and washing.
Quotation and terms: Provide a detailed quotation based on customized requirements (including mold fees, minimum order quantity, delivery time), and accept partial terms negotiation (such as payment in stages).
3、 Sample making and modification confirmation
First sample production: After the customer pays the sampling fee, our company will complete the first samples of the baby crib and maternity pillow within 15 days, and record testing videos (stability, folding operation, fabric breathability, etc.).
Customer feedback:
Baby crib: The folding joints need to be further optimized for smoothness, and the anti slip pads at the bed feet need to be thickened.
Pregnant Pillow: Fine adjustment of filling weight, change of brand logo embroidery position.
Secondary sampling: Complete the modifications and send the confirmation sample within 7 days. Once the customer receives it and is completely satisfied, sign the sample confirmation letter.
4、 Mass production and delivery
Order confirmation: In May 2023, the customer placed their first order (200 baby beds and 300 maternity pillows) with a delivery time of 45 days.
Production process:
Transparent follow-up throughout the process: synchronize production progress on a weekly basis (photos/videos), including raw material inspection, cutting and sewing, assembly testing, and finished product sampling.
Quality control: Conduct load-bearing testing (baby crib) and fabric color fastness testing according to customer requirements, and provide third-party testing reports.
Logistics and Customs Clearance: Assist customers in designating freight forwarders, provide complete packaging solutions (environmentally friendly retail packaging+reinforced transport boxes), and issue the necessary documents for Australian customs clearance (CO, invoice, packing list).
Customer Receipt: The goods arrived at the Sydney warehouse on time, and the customer reported that the packaging was intact. The quality inspection and sampling pass rate was 100%.
5、 Repurchase and long-term cooperation
After sales follow-up: Within one month after the delivery of the bulk goods, regular inquiries will be made about the sales situation and user feedback. The customer stated that the product received a positive market response due to its “thoughtful design and safe material” after its launch.
Second order: In October 2023, the customer will add 500 baby beds, 600 maternity pillows, and a customized demand for baby bed compatible mattresses.
Long term cooperation mechanism:
The customer has listed our company as a strategic supplier and has agreed to hold quarterly new product development communication meetings.
We are currently collaborating on the development of extended products, such as baby crib hanging bags and maternity pillows in the same series as nursing pillows.
End-to-end collaboration for UK ball sports brand clients from inquiry to repeat purchases
Phase 1: Inquiry and Quotation
A well-known football club in the UK (specializing in jerseys, shoes, and training gear) plans to launch fan merchandise and requires customized carpets and socks as giveaways.
Subject: Customized Carpets & Socks for Fan Gift Promotion
requirements
Carpet: Dimensions 60cm×90cm, made of polyester + rubber, printed with club logo.
Socks: Medium-calf cotton socks with club insignia printed on them.
Quantity: 500 carpets, 2,000 pairs of socks.
Payment: 30% deposit, 70% upon receipt of the bill of lading copy.
Technical Confirmation:
Communicate with the design team about the LOGO printing process and confirm color matching.
Provide three carpet material samples (with different polyester/cotton blend ratios) for customer selection and issue a quotation.
Risk Warning:
Remind customers that polyester may slightly fade in humid conditions, and recommend adding moisture-proof packaging.
Confirm the copyright ownership of the design drafts to avoid infringement risks.
Accept the quotation, request to provide an invoice, and modify the logo.
Confirm the payment method, with a 30% deposit.
Phase Two: Order Confirmation and Production
Contract signing
production follow-up
Raw Material Procurement:
Production Monitoring:
Packaging:
Packaged in biodegradable PE bags as per customer requirements.
Phase Three: Logistics and Delivery
Booking and Transportation
Entrust the freight forwarder to book the cargo space.
Bill of Lading Confirmation: Verify quantity, marks, and container numbers, and issue a clean bill of lading.
Commercial Invoice: The amount shall be consistent with the contract, and marked as “FOB Shanghai.”.
Packing List: 500 pieces of carpets (25 cartons, 20 pieces/carton), 2,000 pairs of socks (40 cartons, 50 pairs/carton).
The customer will pay the remaining balance of $5,075 upon receipt of the bill of lading copy, and we will send the original bill of lading.
The goods shall complete customs clearance within 3 days after arrival at the port, and the customer reported no abnormalities.
Phase 4: After-sales Service and Repeat Purchases
The customer reported that a small number of socks were dyed, and we will arrange a free replacement and cover the shipping cost.
In July 2025, the customer proactively inquired about repurchasing
Order: 1,000 carpets, 3,000 pairs of socks.
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