How do you handle quality complaints on Chuanxiong rhizome oil?
We follow a structured, fast complaint process with root-cause analysis and clear remedies.
Complaint Handling Process
| Step | Action | Time |
|---|---|---|
| 1. Report | Submit complaint with batch number, photos, and issue description | Within 24 h of discovery |
| 2. Acknowledge | Dedicated QC contact responds and opens a case | Within 24 h |
| 3. Investigation | COA re-check, retained-sample re-test, GC-MS comparison | 3–7 working days |
| 4. Verdict | Quality issue (our side) vs. shipping/customer handling issue | With investigation result |
| 5. Remedy | Replacement, credit, or return per our after-sales policy | Within agreed timeline |
- Retained samples are stored for 24 months for independent re-testing
- If third-party verification is required, we coordinate an ISO-accredited lab at shared or seller cost per the verdict
- Complaint records feed our annual quality review for continuous improvement
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This article was published on 2026-09-07, and last updated on 2026-09-07. The article will be continuously updated.
