How do you handle complaints and resolve issues?

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Accepted Answer

Complaints follow a simple four-step process: report, verify, decide, resolve — with a 48-hour first response and a target of 7 days for final settlement. StepAction1. ReportSend batch number, photos and issue description2. VerifyWe check COA and retained samples from the batch3. DecideConfirm root cause and propose settlement4. ResolveReplacement, credit or refund per agreementQuality complaints are judged against the batch's documented COA — this keeps decisions objective for both sides. Transit damage is handled with the carrier via the shipping documents, and we support you through the claim paperwork. Preventive action is fed back into production (process or QC adjustments).Open a ticket with your order and batch number — a dedicated account manager will own it until closure.

Step	Action
1. Report	Send batch number, photos and issue description
2. Verify	We check COA and retained samples from the batch
3. Decide	Confirm root cause and propose settlement
4. Resolve	Replacement, credit or refund per agreement

How do you handle complaints and resolve issues?

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