The most common complaints from buyers of dehydrated onion are caking or lumpy powder, moisture above spec, browning, foreign matter, high plate count or Salmonella, particle size out of spec, and weak flavour. Pesticide residue failures, short weight and damaged cartons follow close behind.
Most of these can be prevented with a clear spec, a plant audit and testing of the actual lot before it ships. The lists below group them by type, with the usual cause where it is known.
Quality complaints
- Caking and lumps: powder absorbs moisture through a poor liner or in a humid store. See why onion powder cakes.
- High moisture: from short drying or poor packing. It leads to caking, browning and mould.
- Browning and dark colour: from overheating in the dryer, old raw material or long storage in heat. See browning in dehydrated onion.
- Foreign matter: skin, black particles, hair, plastic, stones or insects.
- Particle size out of spec: too many fines in granules, or oversized pieces in powder.
- Weak flavour: from low-pungency raw onion, overheating or age.
- Mismatch with the approval sample: the shipment looks different from what you approved.
Safety and compliance complaints
- High total plate count, yeast and mould, or coliforms.
- Salmonella detected, which usually means the lot cannot be used without treatment.
- Pesticide residues above the importing country's MRLs.
- Ethylene oxide or chlorate residues, especially for the EU.
- Missing or wrong documents, which can hold the container at the port.
Commercial complaints
- Short weight: cartons under the stated net weight.
- Damaged or crushed cartons, and torn liners.
- Wrong carton marking or mixed lots.
- Late shipment, especially in a short or expensive season.
- Quality drift after the first container. See why quality drops after the first container.
How to prevent them
- Write a measurable spec with limits for each point above.
- Audit the plant in season, not only on paper.
- Keep a sealed approval sample on both sides.
- Test each lot before loading for moisture, particle size, micro and residues.
- Check carton weights and condition during loading.
- Agree in the contract what happens if a lot fails at destination.
If you have a complaint
Act quickly. Photograph the problem with the lot labels and carton marks, keep the affected cartons aside, and have a sample tested by an accredited lab. Do not use or repack the lot until the claim is agreed, as that weakens your evidence. Send the supplier the evidence and the lot numbers in writing. Claims are much easier when the spec was clear and you can show the shipment did not meet it.
How we help
We test lots before loading, supervise the stuffing, and keep sealed samples. If a complaint arises, we gather the evidence and work the claim through with the plant. To cut complaints on your next onion order, start with a free sourcing review.