For Merchants
In determining the acceptance of a claim for a paper defect, it is necessary for the customer to provide complete documentation and supporting physical evidence to International Paper. This will allow the appropriate Sales or Technical Service Representative to accurately determine the root cause, thereby preventing reoccurrences, and to hasten prompt resolution of the claim. International Paper cannot be held responsible for any liability when proper documentation and/or physical evidence is not provided by the customer in a timely manner.
The following are the recommended sampling and documentation procedures which should be used when submitting a claim to International Paper.
Information
Complete and organized information should be provided to International Paper when submitting a claim. This will help in making a proper determination in a reasonable time period. It is suggested that a complaint form like the one developed by the National Paper Trade Association Inc. be used. All information relevant to the complaint should be filled out.
If a standard complaint form is unavailable the following information should be provided:
- Name of printer or converter.
- Contact person and phone number.
- Mill order number.
- Roll, skid, carton or ream numbers involved.
- Explanation of the problem.
- Paper details (grade, size, basis weight, and quantity).
- Printing and/or converting details.
- Plant conditions.
- Current disposition of paper involved.
- Additional comments.
The importance of providing complete and accurate information cannot be overstated. Your International Paper Sales or Technical Service Representative will assist in gathering information if called upon.
Please refer to the enclosed International Paper Slide Pal which will help determine the proper sampling and evidence required to expedite our investigation.
Ink Sampling
If the problem is thought to be ink related, a 4-ounce sample from both the fountain, and the can, drum, or tote should be placed in a small airtight container. A copy of the Material Safety Data Sheet (MSDS) should be sent along with the sample so as not to delay testing.
Printed Samples
At least 12 consecutive sheets or signatures clearly showing the defect should be sent. The sheet containing the original defect (i.e., pick-out) should be sent with the defect prominently marked for proper sampling of other converted product. Please consult your International Paper representative for additional help. Be sure that paper is properly identified with roll, skid, carton or ream numbers.
Unprinted Samples
At least 12 sheets of paper which have not gone through the press should be provided. Unprinted paper may be required for testing at the mill in order to determine the validity of the claim. Sheeted paper should be wrapped and shipped flat. If paper was provided in roll form, a length of approximately 10 feet should be neatly rolled and placed in a mailing tube. Be sure that paper is properly identified with roll, skid, carton or ream numbers.
Tape Pulls
Contaminants which accumulate either on the plate and/or blanket should be retrieved for further analysis. This can be easily accomplished by taking a "tape pull". Clear tape with a strong adhesive should be used. The tape should be pressed over the contaminant in order to pull it from the plate or blanket. The resulting pull should then be placed on a sheet of clean clear mylar. The tape pull should be identified as to where it was taken (i.e., unit number, top/bottom, and number of impressions since last wash-up, etc.).
Fountain Solution
If the problem is related to the fountain solution, a sample from the press fountain should be sent in a clean plastic container. If additional samples of tap water and/or concentrate are required please consult with your Technical Service Representative. A Material Safety Data Sheet (MSDS) should be included with any sample sent. Also, include information as to the mixture being used.
Smashed Blanket
Send the smashed blanket along with the materials which caused the damage. International Paper will consider the cost of replacement only, not including press down time and/or labor associated with the replacement of the blanket.
Photographic Evidence
In some instances a picture of certain paper conditions will help to support other physical evidence in determining the validity of a claim. An example would be a picture showing excessive paper curl. The photo should be included with other evidence sent to International Paper to support a claim.
Competitive Paper Samples
If the performance of a particular grade of paper is in question because of a comparison to another grade of paper, or similar competitive grade, send printed and unprinted samples of the comparative paper for proper analysis.
Actual Verification
In some instances it may be necessary for the problem to be viewed by a representative of International Paper for verification. An example would be baggy rolls. In this instance, information on the problem should be sent to your International Paper Sales or Technical Service Representative and arrangements made for a representative to view the paper at the printing site.
Complaint Categories
Refer to your International Paper Slide Palª for further instructions.
Physical Specifications
Basis Weight, Caliper, Moisture, Curl, Smoothness, Stiffness, Porosity, Folding and Cracking, Delamination, Sizing, Cockle, and Stack Lean.
Note: Basis Weight and Caliper: Industry standards are plus or minus 5% within any shipment.
Optical Specifications
Opacity, Gloss, Shade Variation, and Brightness.
Printed Appearance
Print Mottle, Print Gloss, Ink Holdout, Voids in Print, Blistering, Skip Dot, Ink Drying, Scuff, Whiskering/Feathering, Fiber Puff, Foaming, and Image Deletions.
Note: Printer should turn 40 sheets of paper where there will be color printing on both sides of the sheets. This is particularly important on coated two side board where the premium side may be slightly different than the non-premium side. It is the printer's responsibility to insure that print quality is acceptable on both sides of the sheet before paper is run in its entirety.
Print Contamination
Surface Fuzz, Coating/Dyer Scale, Dust, Blanket Piling, Picking, Blanket Whitening, Edge Buildup, and Synthetic Fibers.
Notes: If contamination results in a smashed blanket, include all blankets for which credit is requested. Blanket smash must be related to other evidence submitted. If the source of the contamination cannot be determined while on press, additional samples of ink and fountain solution may be required. Please consult with your International Paper representative for additional help.
Mechanical Roll Deficiency
Splicing Problems, Cuts, Loose Cores, Staggered Winding, Telescoped Rolls, Wrinkles, Wrong Size Cores, Wrong Diameter, Wrong Width Size, Baggy Roll, Poor Slitting, Corrugation, Out of Round, Burst, Slip Wrinkles, Holes, Edge Tears, Soft Edges, and Roll Weave.
Notes: Paper defects such as streaks, crush spots, belt marks and slime holes usually can be traced to a certain roll position or series of skids. If a pattern is discerned, additional problems can be avoided by setting aside questionable rolls or skids. Rejected rolls should be held by printer for inspection by an International Paper representative. If a printer or converter is experiencing excessive performance problems because of mechanical roll deficiencies, a representative of International Paper should be contacted immediately. For information on International Paper's web break allowances, please refer to the web break standards in Chapter 3, page 8, of this manual. Roll defects caused by transit damage should be handled through Delivery Plus.
Mechanical Sheet Deficiency
Folded Sheets, Dog Ears, Wavy Edges, Wrinkles, Welded Edges, Torn Sheet, Out of Square, Count, Dimensions, Glue, Hole Positioning, Peelback, Dust, Static, Poor Trimming, Splice, Corrugation, Reverse/Rollset, Ream Jog, Scrap in Load, Narrow Sheet, Wrong Grain, Light Emboss Pattern, Embossing Show-thru, and Checking.
Note: Rejected paper should be held by printer for inspection by an International Paper representative. If a printer or converter is experiencing excessive performance problems because of mechanical sheet deficiencies, a representative of International Paper should be contacted immediately.
Copier/Printer Problems
Curl-reactive, Jamming, Wavy Sheets, Toner Problems, Image Deletions, and Misfeeding.
Notes: Curl, Jamming and Misfeeding problems may result from improper loading of paper in the machine. Please consult your owners manual for proper loading instructions and the loading directional arrows on the ream labels, cartons, skids and rolls on our product.
Preprinting Guidelines for the Electronic Imaging Process
Laser, Ink Jet and LED electronic printers are ideal for printing personalized letters or specific information on forms. However, the specific nature of the process requires special care in the selection of the design, paper, printing and packaging used for preprinted material that is to be run through laser and other non-impact printer and copiers. Please consult your International Paper representative for assistance and our guidelines for dependable performance of our recommended grades. Claims for consequential or incidental damages related to improper use will not be considered.
Continued use of paper with a problem constitutes acceptance of resultant product by the customer. At times it may be practical to continue the use of this product, if so, please consult with your International Paper Representative prior to continued use.
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