How do you handle complaints for bergamot oil orders?
We handle complaints through a transparent, documented procedure — you get a root-cause analysis and a fair resolution (replacement, credit or refund) within a defined timeline.
Complaint Procedure
| Step | Action | Time |
|---|---|---|
| 1. Report | Customer files complaint with batch no. + evidence (photos, COA, test report) | Any time |
| 2. Acknowledgement | Complaint registered, account manager responds | Within 24 h |
| 3. Investigation | We re-test retained samples, review batch records and shipping conditions | 3-7 days |
| 4. Resolution | Root-cause report + replacement/credit/refund proposal | Within 15 days |
| 5. Prevention | Corrective action implemented; shared with customer | Continuous |
- Covered issues: quality deviation vs COA, contamination, wrong grade/packaging, transit damage, documentation errors
- If third-party testing is required, we share the cost 50/50 if the product passes; we cover 100% if it fails
- Retained batch samples (36 months) enable objective arbitration
- Complaint channels: email, WhatsApp, or your account manager — all tracked in our CRM
- We aim to resolve 90% of complaints within 15 days
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This article was published on 2026-09-07, and last updated on 2026-09-29. The article will be continuously updated.
