Case Study: AQ Textiles (Pvt) Ltd achieves stronger customer trust and repeat business with Alibaba.com

AQ Textiles (Pvt) Ltd - Customer Case Study

AQ Textiles (Pvt) Ltd, a Pakistan-based bags manufacturer and Gold Supplier on Alibaba.com, built its business on honesty and trust but faced a challenge when a customer claimed a US$2,000 shipment sent via FedEx had not arrived, even though tracking showed it delivered. Rather than risk losing a loyal buyer, the company had to decide how to handle the dispute while maintaining customer confidence.

Alibaba.com-supported AQ Textiles chose to apologize and reship the order for free, trusting the customer and resolving the issue without argument. The original package was later found and delivered, and the customer repaid the second shipment and went on to introduce several new customers to AQ Textiles. The result was stronger trust, repeat business, and a lesson that one lost order could generate far greater long-term profit through customer referrals.

AQ Textiles (Pvt) Ltd

Hady Sheikh

AQ Textiles (Pvt) Ltd