It caked, or it leaked
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Caked powder
Moisture got in. The product is not spoiled chemically and it is unusable practically, and it blocks a sifter completely. For an expensive mica that is a refund.
Where the moisture came from
A liner that did not seat, dust on the rim at filling, a jar sealed on a humid day, or a customer leaving it open on a bench. Three of those four are yours.
Leaked fragrance
A liner attacked by the contents, or a cap that was never specified for solvent contact. It arrives as a box that smells and a label that has lifted.
And it contaminates the rest of the order
A leaking fragrance in a parcel with three other scents ruins all of them. For a supply business shipping multiple scents together, this is the failure with the widest blast radius.
Which argues for sealing the liquids separately
An induction seal, a bag, or at minimum a separate compartment. It costs pennies against replacing a whole order.
Cross-contamination at the fill
The same funnel used for two scents transfers one to the other. The customer experiences it as a product that smells wrong, which they will attribute to the material rather than to handling.
Test the way it ships
Filled, sealed, boxed, on its side, warm, for a week. That single test covers the liner, the seal and the packing, and none of them show up on a bench.
Keep a retained sample per lot
For both halves. When a customer says a colour or a scent is different from last time, the retained sample is the only thing that answers it.
Humidity at the fill is yours to control
Filling a hygroscopic powder on a damp day seals damp air into every jar. Doing dry-goods runs in the driest conditions available costs nothing and is invisible in the finished product until it is not.
Tell the customer how to store it
Closed, dry, out of sun, not on a cold floor. It is a line on the label and it prevents the failure that generates the most refunds in this category.