[10:02 AM] Customer: Hi, I ordered two bags of your small-batch roasted oolong, but one arrived with a loose seal. The tea still smells fine. Is it safe to drink?

[10:03 AM] Support — Maya: Hi! I’m sorry about the seal. Because we roast and pack each batch by hand, an occasional pouch can fail during transit. Could you share your order number and the batch code printed on the back?

[10:04 AM] Customer: Order #TR-18427. The batch code is RO-0712-B.

[10:06 AM] Support — Maya: Thank you. I found your order and confirmed that batch was roasted on July 12. If the inner heat seal is open, we recommend not drinking it, even if the aroma seems normal.

[10:07 AM] Customer: Understood. The second bag is sealed properly. Can I keep that one?

[10:08 AM] Support — Maya: Absolutely. The issue appears limited to the damaged pouch. I can send a replacement from our next roast or refund that bag. The replacement would ship Friday after the tea rests overnight.

[10:09 AM] Customer: A replacement would be great. Will it taste the same?

[10:11 AM] Support — Maya: Very close, though small-batch roasting can produce slight differences in sweetness and toastiness. We’ll match the same leaf lot and roast profile.

[10:12 AM] Customer: Sounds good. Do I need to return the damaged bag?

[10:13 AM] Support — Maya: No return is needed. Please discard or compost the leaves and recycle the pouch where accepted. I’ve placed the replacement order at no charge.

[10:14 AM] Customer: Thanks. Could you also remind me how to brew it?

[10:15 AM] Support — Maya: Of course: use about 5 grams per 250 ml of water at 90°C, steep for 2 minutes, and re-steep for 2½ to 3 minutes. For a stronger roasted flavor, add more leaf rather than extending the first steep.

[10:16 AM] Customer: Perfect. Thank you for sorting that out so quickly.

[10:17 AM] Support — Maya: You’re welcome! Your replacement confirmation is on its way by email, and tracking will follow Friday evening.