How do you handle complaints about quality or delivery?

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Accepted Answer

Complaints are resolved through a structured 7-day process: acknowledge within 24 hours, investigate with batch records and retained samples, issue a report and a corrective proposal (replacement, credit or return) within 7 working days. Complaint Process StepTimelineAction124 hoursAcknowledge and open complaint file22–3 daysReview COA, GC-MS and retained samples35–7 daysRoot-cause report and corrective offer4AgreedReplacement / credit / return per contractQuality claims require batch number and supporting photos; we keep retained samples of every lot for 36 months for independent retesting. Delivery claims are handled against the B/L date with documented evidence.Report any issue with your batch number and photos, and our QA team will respond within 24 hours.

Step	Timeline	Action
1	24 hours	Acknowledge and open complaint file
2	2–3 days	Review COA, GC-MS and retained samples
3	5–7 days	Root-cause report and corrective offer
4	Agreed	Replacement / credit / return per contract

How do you handle complaints about quality or delivery?

Complaint Process

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