VIVE Defect Brief

The finding

Fourteen of twenty-six September claims are the same failure: the clasp on the L'Eternal Classic Earrings will not close.

That is 54% of cases and ฿10,639 of goods value, against a single product family (TE01-02). Five more of the same failure sit in the September refund file, and the two customers who reviewed this earring both say the post is too thick to push through comfortably — a post that has to be forced is what strains the clasp. VD-2609-016 is a replacement pair the shop already sent, which failed the same way; VD-2609-022 failed on the day it was delivered. This is one component tolerance at the supplier, not a spread of unrelated complaints.

September cases26+7 logged 14 Sep

Defective units251 case has no qty

Goods value at risk฿22,726if all settled at 100%

Damage value booked฿0all resolutions pending

Closure rate0%0 of 26 closed

Median days after receipt2214 of 26 dated

What actually broke

Re-read from each CS description rather than the defect-type dropdown, because the dropdown and the description disagree in 9 of 26 cases. Counts are September only.

Earring clasp will not lock 14 cases · ฿10,639

Plating peeled / turned black 5 cases · ฿5,726

Chain snapped / end broke off 5 cases · ฿5,155

One-off — uneven posts, a lost diamond 2 cases · ฿1,206

Bars scale to the largest category (14 cases). Value is quantity × price paid, not list price.

Dropdown vs. description

logged Chain snapped / ring open → Earring clasp faultVD-2609-015, -016, -017, -018
logged Stone cracked / chipped → Chain breakVD-2609-007, -008, -019
logged Clasp / lock broken → Necklace chain breakVD-2609-009
logged Diamond loose / missing → Chain breakVD-2609-025

All three cases logged as "Stone cracked / chipped" are chain breaks. The log's only genuine stone defect — VD-2609-026, a diamond out of a La Chance earring — sits under a different label again. Left uncorrected, the monthly report will show a stone problem where there is a chain problem, and understate the clasp count by four.

Where it concentrates

By product, September. Earrings are 16 of 26 cases and ฿11,845 — just over half the value at risk — while every other SKU appears once or twice.

L'Eternal Classic Earrings — White Gold TE01-02W11 · ฿8,775

L'Eternal Classic Earrings — Gold TE01-02Y3 · ฿2,207

La Croix Adjustable Necklace TX08-01W2 · ฿3,560

La Chance Necklace TX05-01 W+Y2 · ฿2,436

L'Eternal Classic Necklace — Gold TX01-01Y2 · ฿2,138

Temp Adjustable Necklace TX10-01W1 · ฿1,730

La Chance Earrings — Gold TE04-02Y1 · ฿533

Classic Earrings — Gold TE04-01Y1 · ฿330

La Croix Ring 54 TR08-01W-541 · ฿598

L'Eternal Classic Ring 54 TR01-01W-541 · ฿419

SKU not recorded1 · ฿—

Bar colour is the product category — ■ earrings, ■ necklaces, ■ rings. Names are written out, so colour is never the only cue. The TE01-02 pair alone is 14 of 26 cases.

When the failures surface

Days between the customer receiving the parcel and reporting the defect. Fourteen of twenty-six cases carry a delivery date; the other twelve were logged without one.

All five claims inside the return window are clasp failures caught immediately — one of them on the delivery day itself. Everything past the line — plating, chain breaks, and clasps that gave way after weeks — falls outside TikTok Shop and Shopee's refund windows, so those costs land on VIVE directly rather than on the platform.

Channel

Claims arrive roughly in proportion to where VIVE sells; nothing here suggests a channel-specific handling problem.

TikTok Shop20 cases · ฿17,656 · 77%

Shopee6 cases · ฿5,070 · 23%

No LINE OA or store/event claims were logged in the period, though several cases arrived as LINE OA videos posted into the Lark chat and were recorded against their originating marketplace. One Shopee case (VD-2609-021) has its channel inferred from the order-number format and is still unconfirmed.

Log hygiene

What the sheet cannot yet answer. Each of these blocks a figure in the automated Monthly Report — and the 14 Sep batch made several of them worse, not better.

26 / 26Root cause still Not yet determined — the by-root-cause table reads 100% unknown

26 / 26Resolution still Pending, so damage value computes to ฿0 across the board

12No delivery date — days-after-receipt cannot be calculated (was 7 before 14 Sep)

12No photo on file — every one of the seven new cases came in without one

9Defect type contradicts the written description

4Order number missing (VD-2609-003, -010, -023, -026)

1SKU, quantity and price blank (VD-2609-007, two-item order)

26 / 26Case ID, date, channel and customer complete

Voice of the customer

Fourteen TikTok Shop reviews (May–Sep 2026), eleven carrying written comment. This is a filtered slice — 1 to 4 stars, no 5-star reviews present — so it reads as a complaint sample, not the shop's rating. Its value is that it explains the claims rather than counting them.

What customers write about

Chain too thin / not worth the price3

Packaging — stiff box, no outer box, chain knotted3

Earring post too thick2

Clasp / hook stiff or fiddly2

Size runs small1

Gold tone reads neutral, not 18k1

Service recovery failed1

Ratings in this sample: two 1-star, three 3-star, nine 4-star. Several reviews raise more than one theme, so counts exceed the eleven written reviews.

The mechanism behind the clasp claims

ขอติที่ก้านใหญ่ไป ตอนแรกนึกว่ารูหูตัน … พอก้านใหญ่ทำให้ต้องใช้เวลามากขึ้นในการใส่ แอบเจ็บด้วย

"My one complaint is the post is too thick — at first I thought my ear hole had closed up. A thick post means it takes longer to get in, and it hurts a bit."
marisa.rkl · ★4 · L'Eternal Classic Earrings · 17 Aug

รูปลักษณ์: ก้านหนาไปนิสสส

"Appearance: the post is a little too thick."
viisaha · ★3 · L'Eternal Classic Earrings · 10 Aug

Both written reviews of this earring name the same thing: an oversized post. A post that has to be forced is a post that strains the clasp it snaps into — which is the exact failure filling the claim log. The reviews are not a separate complaint; they are the cause, arriving three weeks earlier.

Three more worth reading in full

เปิดกล่องมาคือสร้อยพันกันเป็นปม ต้องมาแกะออกเพื่อจะลองใส่ … ราคาแพงใช้ได้ แต่คุณภาพไม่โอเคเลยยย ค่อนข้างผิดหวัง

"Opened the box and the chain was knotted — I had to untangle it just to try it on. The price is on the high side but the quality is really not okay. Fairly disappointed."
tew_thp · ★3 · L'Eternal Classic Necklace · 26 Aug

คุณภาพวัสดุ: เส้นเล็ก จี้มันบางบาง และค่อนข้างเล็ก จนเรามองว่าไม่สมราคา

"Material quality: thin chain, the pendant is flimsy and quite small — to me it isn't worth the price."
sutthinee.s · ★3 · L'Eternal Classic Necklace · 15 Jun

เป็นร้านที่ขาดความน่าเชื่อถือ ขออภัยลูกค้าหลายครั้ง เท่ากับคุณขาดความใส่ใจลูกค้า คูปอง 50 บาท ไม่สามารถเอามาชดเชยได้

"A shop that isn't credible. Apologising over and over means you don't actually care. A ฿50 coupon doesn't make up for it."
antshopes · ★1 · L'Eternal Classic Necklace · 10 Aug

The knotted-chain complaint is not cosmetic: claim VD-2609-008 is a necklace that tangled and then snapped, and a Sep refund (TS08-01W) reads "the ends were tangled after I opened the box." Packing a fine chain loose is producing breakages.

Returns and refunds

All 83 TikTok Shop return/refund orders, 30 Aug – 14 Sep 2026, ฿64,381 of returned goods. Forty-six carry a written buyer note, so the stated dropdown reason can be checked against what the customer actually said — and it does not survive the check.

Return orders8316 days

Returned goods value฿64,381of ฿82,894 ordered

Refund completed฿35,35845 orders

Still open฿24,67433 orders

Refund rejected฿4,3485 orders

Sizing-driven41%34 of 83 returns

Reason the buyer picked from the dropdown

Change of mind46 · 55%

Product is defective16 · 19%

Doesn't match description16 · 19%

Package or product damaged2

Wrong product sent2

Did not receive parcel1

What the TikTok export reports. Taken at face value it says 19% of returns are defects and 55% are simple changes of mind.

Reason the buyer actually wrote

Size or fit wrong34 · 41%

No reason written12 · 14%

Mechanical defect9 · 11%

Duplicate order6 · 7%

Didn't suit / found cheaper6 · 7%

Buyer picked wrong colour or model6 · 7%

Shop shipped wrong colour or item3 · 4%

Skin reaction3 · 4%

Colour or material below expectation2

Packaging damaged · late delivery1 · 1

Re-read from the 46 buyer notes plus the SKU on each order. Eighteen of the 36 returns flagged "defective" or "doesn't match description" are plain sizing complaints; one wrong-colour shipment is filed under Change of mind.

Returns by category — and what drives each

Necklaces TX· — remorse, duplicates, two skin reactions28 · 34%

Rings TR· — almost entirely ring-size mistakes25 · 30%

Earrings TE· — "bigger than my ear", plus 5 clasp failures19 · 23%

Bracelets TS· — length wrong in both directions11 · 13%

Top single SKUs: TE01-02W (10 returns), TX05-01W (8), TX01-01Y (7), TX01-01W (6), TR01-01W-58 (6), TE01-02Y (6). The L'Eternal Classic Earrings pair is 16 of 83 returns — the same product that leads the claim log.

The nine real defects in the refund file

Date	SKU	What the buyer wrote	Value	Refund
30 Aug	TE01-02W	Left side is loose, won't lock	฿759	Completed
08 Sep	TE01-02Y	Won't press shut — no click	฿722	In Process
12 Sep	TE01-02W	The lock won't hold on one side	฿696	To Process
10 Sep	TE01-02W	Item damaged, can't be worn	฿856	Rejected
10 Sep	TE01-02W	Item damaged, unusable	฿856	Rejected
09 Sep	TS08-01W	The ends were tangled after I opened the box	฿1,310	Completed
09 Sep	TX07-01W	The slider won't move at all, the catch is very stiff	฿841	Rejected
09 Sep	TE04-02W	A stone looks like it has fallen out	฿549	To Process
10 Sep	TX01-01Y	The chain twists and won't sit flat again	฿923	Completed

Five of nine are the earring clasp. Three were rejected — including the seized necklace slider, which the customer describes as a mechanism that never worked.

Where the three sources agree

The claim log, the refund export and the reviews cover different windows and different customers. They converge on the same handful of parts.

19Earring clasp failures — 14 in the claim log, 5 in the refund file. Two reviews name the likely cause: a post too thick for the clasp to take

8Chain breaks and tangles — 5 claims, 2 refunds, and a review describing the chain arriving knotted in the box

34Sizing returns — invisible in the claim log because sizing is never a "defect", but the single largest driver of returned value

6Plating complaints — 5 claims plus a review that the gold tone reads neutral rather than 18k

2La Chance Earrings losing stones — new on 14 Sep: a claim on TE04-02Y and a refund on TE04-02W, both "a diamond fell out". Worth watching

Two of these are supplier conversations — the earring clasp-and-post tolerance, and how fine chains are coiled and boxed. The third is a listing conversation: a ring size guide and an earring shown at true scale against an ear would cut more returned value than any QC change on this page.

Every claim case

All 27 rows in the log, newest first. Symptom is the re-read classification; where it differs from the sheet's dropdown the original is shown beneath.

Case	Date	Channel	Product	Symptom	Paid	Days	Flags
VD-2609-026	14 Sep	TikTok	La Chance EarringsTE04-02Y · Gold	Diamond fell out	฿533	—	no order no.no delivery dateno photo
VD-2609-025	14 Sep	TikTok	L'Eternal Classic NecklaceTX01-01Y · Gold	Chain breaksheet: Diamond loose	฿1,140	—	no delivery dateno photo
VD-2609-024	14 Sep	TikTok	L'Eternal Classic EarringsTE01-02Y · Gold	Earring clasp	฿665	7	last day of windowno photo
VD-2609-023	14 Sep	TikTok	La Croix Adjustable NecklaceTX08-01W · White Gold	Plating	฿1,780	—	no order no.no delivery dateno photo
VD-2609-022	14 Sep	TikTok	L'Eternal Classic EarringsTE01-02W · White Gold	Earring clasp	฿679	0	failed on delivery dayno photo
VD-2609-021	14 Sep	Shopee	L'Eternal Classic EarringsTE01-02W · White Gold	Earring clasp	฿819	—	channel unconfirmedno delivery dateno photo
VD-2609-020	14 Sep	TikTok	L'Eternal Classic EarringsTE01-02W · White Gold	Earring clasp	฿849	—	no delivery dateno photo
VD-2609-019	08 Sep	Shopee	La Croix Adjustable NecklaceTX08-01W · White Gold	Chain breaksheet: Stone cracked	฿1,780	83	out of window
VD-2609-018	08 Sep	TikTok	Classic EarringsTE04-01Y · Gold	Earring claspsheet: Chain snapped	฿330	—	no delivery date
VD-2609-017	08 Sep	TikTok	L'Eternal Classic EarringsTE01-02W · White Gold	Earring claspsheet: Chain snapped	฿650	62	out of window
VD-2609-016	08 Sep	TikTok	L'Eternal Classic EarringsTE01-02W · White Gold	Earring claspsheet: Chain snapped	฿750	6	repeat claimno photo
VD-2609-015	08 Sep	TikTok	L'Eternal Classic EarringsTE01-02W · White Gold	Earring claspsheet: Chain snapped	฿819	—	no delivery date
VD-2609-014	08 Sep	TikTok	Temp Adjustable NecklaceTX10-01W · White Gold	Plating	฿1,730	—	no delivery date
VD-2609-013	08 Sep	TikTok	L'Eternal Classic EarringsTE01-02W · White Gold	Earring clasp	฿849	3	no photo
VD-2609-012	08 Sep	TikTok	L'Eternal Classic EarringsTE01-02W · White Gold	Earring clasp	฿713	—	no delivery date
VD-2609-011	08 Sep	Shopee	L'Eternal Classic EarringsTE01-02W · White Gold	Earring clasp	฿899	17	out of windowno photo
VD-2609-010	06 Sep	TikTok	La Croix Ring 54TR08-01W-54 · White Gold	Plating	฿598	—	no order no.customer use
VD-2609-009	06 Sep	TikTok	L'Eternal Classic NecklaceTX01-01Y · Gold	Chain breaksheet: Clasp broken	฿998	27	out of window
VD-2609-008	06 Sep	TikTok	La Chance NecklaceTX05-01Y · Gold	Chain breaksheet: Stone cracked	฿1,237	93	out of window
VD-2609-007	06 Sep	Shopee	Not recordedtwo-item order, item unclear	Chain breaksheet: Stone cracked	—	72	no SKUout of window
VD-2609-006	04 Sep	Shopee	L'Eternal Classic EarringsTE01-02Y · Gold	Posts uneven	฿673	—	no delivery date
VD-2609-005	01 Sep	TikTok	La Chance NecklaceTX05-01W · White Gold	Plating	฿1,199	28	out of window
VD-2609-004	01 Sep	TikTok	L'Eternal Classic EarringsTE01-02W · White Gold	Earring clasp	฿849	44	out of window
VD-2609-003	01 Sep	Shopee	L'Eternal Classic EarringsTE01-02W · White Gold	Earring clasp	฿899	2	no order no.no photo
VD-2609-002	01 Sep	TikTok	L'Eternal Classic Ring 54TR01-01W-54 · White Gold	Plating	฿419	—	no delivery date
VD-2609-001	01 Sep	TikTok	L'Eternal Classic EarringsTE01-02Y · Gold	Earring clasp	฿869	15	out of windowno photo
VD-2608-001	31 Aug	TikTok	L'Eternal Classic NecklaceTX01-01W · White Gold	Plating	฿1,136	—	augustno delivery date

How these numbers were built

Scope. Every row in the Claim Log sheet as of 14 Sep 2026: one August case and twenty-six September cases, including the seven CS logged in a single batch on 14 Sep. August is not a comparison baseline — the log only went live on 31 Aug, so a month-over-month read is not yet possible. September figures cover the first fourteen days, not a full month, and arrive in batches (5 on 1 Sep, 1 on the 4th, 4 on the 6th, 9 on the 8th, 7 on the 14th) rather than evenly.

Symptom. The "Symptom" column re-reads each case from the CS description in Thai rather than the defect-type dropdown, because the two disagree in nine cases. The sheet's own dropdown values are preserved in the table wherever they differ.

Value. "Paid" is what the customer actually paid per the order screenshot, not list price, per the log's own rule. Goods value at risk assumes every open case settles at 100% company-borne (replacement sent or full refund); the sheet's damage-value formula currently returns ฿0 for all 27 rows because every resolution is still "Pending", which carries 0%.

Days. Days between delivery and claim, available for the fourteen cases with a recorded delivery date. Twelve September cases have none. The 7-day window is the standard TikTok Shop / Shopee return-refund period referenced in the order screenshots.

Refunds. TikTok Shop Return/Refund export, 83 orders requested 30 Aug – 14 Sep 2026. "Reason the buyer actually wrote" is a re-read of the 46 free-text buyer notes against the SKU on each order; the 12 rows with no note keep no cause. Returned goods value is return unit price × return quantity, which is why it is lower than the ฿82,894 of gross order amount those returns came from.

Reviews. Fourteen TikTok Shop reviews supplied as screenshots, eleven with written comment, spanning May to September 2026. The sample contains no 5-star reviews, so it is a complaint slice rather than a representative rating; theme counts describe this sample only. Thai is quoted as written with an English rendering beneath.

Sources: VIVE_Defect_Claim_Log_EN (Google Sheets) · Return-Refund Orders 2026-09-14 (TikTok Seller Center export) · TikTok Shop review screenshots.