How do you handle complaints about zhike fruit peel oil?

Complaints are handled on a documented four-step protocol: (1) acknowledge within 24-48 hours of receipt with a complaint number; (2) investigate using the retained sample of the same batch, the batch COA/GC-MS and the shipment records — we compare your findings against our retained standard and the transport log (temperature exposure, container condition); (3) determine responsibility: quality issue at origin (off-spec vs COA, contamination, adulteration — reimbursed/replaced with the batch investigation report), transport damage (claims via the carrier with our support), or specification/expectation mismatch (documented clarification — we review the grade sheet and, if we supplied outside it, we correct); (4) resolve with replacement, credit, refund or corrective action, and feed the root cause into the production system.

Legitimate quality claims are honoured for the agreed claim window; our policy is to settle by replacement or credit first, refund second. Repeated issue patterns trigger a formal corrective-action report shared with you.

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