Customer Complaint LOG - Green, Orange and Red
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Herbal Papaya Customer Complaint Log
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Green Alert: Smell/taste different from previous batch; Document usage methodology to reproduce effect. Confirm integrity of batch check if new raw material supplier/vendor or new formula was used.  
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Orange Alert: Allergic reactions, itching, bloating, diarrhea, etc
Document usage methodology, other medication and health conditions. Confirm integrity of batch. Try to reproduce the complaint. If reproduceable, fill product recall form and escalate.
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Red Alert: Customer has filed a complaint for illness, sickness, death. Document usage methodology, other medication & health conditions. Confirm integrity of batch. Investigate to try to reproduce the complaint. If reproduceable, fill our product recall form, recall product. Contact legal department and insurance.
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Order DateOrder NumberProduct(s) OrderedCustomer NameShipping addressCustomer Contact emailTelephone numberComplaintBatch CodeResolutionCustomer response to resolutionStaff NameHerbal Papaya internal response
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HP11808
November 2, 2017 at 3:35pm
Case Qty (6) - Graviola (Soursop) Fruit Powder - Non-GMO 4oz pouch
SKU : 798304396843
Danna Martinez
Danna Martinez
227 North Arizona Ave
East Los Angeles CA 90022
United States
3236802801
Hi Lorraine!

I hope as is well! I am writing to you in regards to my recent purchase. I received my shipment about two days ago, and was wondering about the quality of the Graviola Fruit Powder. All the 6 bags of powder were extremely hard and came very lumpy. Is the product supposed to come this way?

I have attached the information of my order and would like to hear back from you guys ok this matter.
Customer was refunded in fullSee case sudy: https://docs.google.com/document/d/1oDyfFe5pmwvrO5EOTeoqsbIKltSe2nDMFpEC85xOpJk/edit?usp=sharing Asked Jess to research and contact raw material vendro - Per research, discussion with Eric and Jess's email with Ecuadorian rainforest Caking fo low moisture powders like Papaya and Graviola are common and not a cause for concern. It is not in any way a safety concern just one of inconvinience. Unoma check her retained samples and confirmed a small amount of clumping. Taste, smell and consistency all remain the same. We will discontinue Discontinue this product and any further purchase from this raw material vendor Equadorian rainforest, if we dont find higher quality powders that dont clump
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Sat, Dec 30, 2017, 7:12 PM PT113-3727900-3865047Papaya Leaf Tea 24 teabags Organic - From Herbal PapayaMarieMarie Hotz
5679 Sussex Ln
Morristown, TN 37814-1417
Marie Hotz (5q49f4cm2mvhgrz@marketplace.amazon.com)
I used a couple of these then used one and it literally tasted like dirt. It was unbearable, unexpected & unacceptable. Please refund.
Customer was refunded in full. They were contacted for a batch number for follow up. Response never received.Case closed
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2/12/2018112-5374853-6553045 Papaya Leaf Tea 24 teabags Organic - From Herbal PapayaLaurie Smalley
Laurie Smalley
PO BOX 1042
PINE GROVE, CA 95665-1001
Laurie Smalley (93882hzbthbltcn@marketplace.amazon.com)This is not a question but feedback on your product. I am unhappy with your product because of the paper tea bags used - they impart a very “papery” taste to the tea & really ruin it for me. Perhaps you should consider the updated tea bag style like the Mighty Leaf silken pyramid pouch as these do not impart any other flavors to the tea.
Thank you,
Laurie
Customer was refunded in fullTammy Lawrence
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2/7/2018#HG1220Graviola Leaf Tea - PURE 24 bags (395068)Marie RuizMs Marie Ruiz
1129 Driftwood Court
Apt 736
Elk Grove Village, IL 60007-1534
US
Marie Ruiz847 593-4929I will continue to order the tea. It is helping my insomnia. I have given a tea bag to two people at work that has sleeping problems like me. BUT I had to tell them be careful when you open it. The package the tea bag is in is not the correct size and you will rip the tea bag and the contents spills out from the bag. I have ruined several and cannot use them because the contents spills out. PLEASE reconsider the bag or the package. This is a real problem.
Thank you,
Customer offered complimentary box with next orderCustomer called in and was very appreciative of the product and our willingness to replace the product on her next order
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Papaya Leaf CapsulesRosemary Verbos Feb 16, 17:42 CST

When I entered this on-line order through your Herbal Papaya site I applied a $5.00 discount code and it showed up correctly in the total due. However, when I selected and paid through PayPal, I lost this discount and my paypal account was charged a total of $59.48 instead of $54.48 -- the discount disappeared

When I realized this had happened I contacted your support staff by phone on 1/30/2018 and explained the situation. I was told they would credit my paypal account for the $5.00 but it would take a few days. I checked my paypal account several days later and did not see the credit, so I called again on 2/08/2018.

I again was told it would take a few more days to process the credit. I rechecked my paypal account today and the credit still does not show. It seems that more than 2 weeks would be sufficient enough time for Herbal Papaya to process the adjustment, particularly since they are so fast in charging in my account.

I am sending PayPal a copy of this email so they know there is a problem with transaction 7JL54208ML699172K <https://www.paypal.com/myaccount/transaction/details/7JL54208ML699172K?ppid=PPX001066&cnac=US&rsta=en_US(en_US)&cust=4E955555EB090625S&unptid=085e35b4-05fc-11e8-87a9-441ea149d098&t=&cal=30b0910d49ae&calc=30b0910d49ae&calf=30b0910d49ae&unp_tpcid=email-receipt-xclick-payment&page=main:email&pgrp=main:email&e=op&mchn=em&s=ci&mail=sys> which has a $5.00 overcharge.

If the credit does not appear shortly, I feel I will have to put this entire payment amount into contest with PayPal and my credit card company until you can give me the $5.00 credit notifying PayPal accordingly. Hopefully, you can find the time to resolve this and credit the paypal account you charged since I really do not want to put the full amount in dispute unless inaction forces me to do so.

Thanks to both Herbal Papaya and PayPal for the attention I presume this matter will receive.
Thank you for handling this. PayPal has notified me of the credit.
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8/31/2018
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