How do you handle complaints for storax balsam oil orders?
We follow a structured complaint-handling procedure with a 24-hour first response, root-cause investigation, and agreed corrective action — designed for fast, fair resolution.
Complaint Handling Process
| Step | Detail | Timeline |
|---|---|---|
| 1. Report | Submit via email/WhatsApp with batch no., photos, issue description | — |
| 2. Acknowledgement | Complaint registered; QC acknowledges | 24 h |
| 3. Investigation | Retain samples compared vs master batch (COA, GC-MS, photos) | 2–5 business days |
| 4. Verdict | Root cause + responsibility determination (factory/transport/usage) | 5–10 business days |
| 5. Resolution | Replacement, rework, or credit per outcome; CAPA for root causes | Agreed per case |
- Common issue categories handled: packaging damage, off-spec COA values, discoloration during transit, labeling errors
- Quality complaints on genuine product issues are resolved with free replacement including freight (verified cases)
- For transport damage, claims are processed with the forwarder/insurance under the applicable Incoterm
- All complaints and resolutions are logged for continuous improvement; summary data is shared with contract customers quarterly
- Disputes not resolved by discussion may be referred to a neutral third-party lab (SGS/CMA) for COA re-testing
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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.
