[10:14 AM] Customer — Maya:
Hi! I’m reaching out about order #AE-18427. The roasted oolong I received tastes much smokier than the last bag I bought. Is that normal?

[10:15 AM] Support — Lena:
Hi Maya! Thanks for contacting Alder & Ember Tea Roastery. Some variation is expected because we roast in small batches, but the difference shouldn’t be overwhelming. Could you share the batch number printed beneath the best-by date?

[10:17 AM] Customer — Maya:
It says Batch RO-0712-B.

[10:19 AM] Support — Lena:
Thank you. I found the roast log for that batch. It received a slightly longer finishing roast to bring out toasted-caramel notes, but it should still have a floral aroma. How are you brewing it?

[10:21 AM] Customer — Maya:
About 5 grams in a 250 ml mug, with boiling water for four minutes.

[10:23 AM] Support — Lena:
That explains part of it. This batch can become quite smoky with boiling water and a long steep. Try water around 90°C/194°F and steep for two minutes. You can reuse the leaves for two or three additional infusions.

[10:25 AM] Customer — Maya:
I tried cooler water yesterday, though maybe not that cool. It was still much darker than I remember.

[10:27 AM] Support — Lena:
Understood. It’s possible your bag came from the edge of the roasting tray, where the leaves can develop more deeply. If the adjusted brew still tastes unpleasant, I’d be happy to replace it with our lighter Batch RO-0715-A.

[10:28 AM] Customer — Maya:
A replacement would be great. I usually like the honey and orchid flavors in this tea.

[10:30 AM] Support — Lena:
Absolutely. RO-0715-A is closer to that profile. I’ve arranged a complimentary replacement to the address from your original order. You’ll receive tracking by email within one business day, and there’s no need to return the current bag.

[10:31 AM] Customer — Maya:
Thank you! Can I still use the smoky batch for cold brew?

[10:33 AM] Support — Lena:
Definitely. Use about 8 grams per liter of cold water and refrigerate for 6–8 hours. Cold brewing should soften the roasted edge and bring forward more sweetness.

[10:34 AM] Customer — Maya:
Perfect. I appreciate the help.

[10:35 AM] Support — Lena:
You’re very welcome, Maya. I’ve also added your preference for lighter roasts to your customer profile. Have a lovely day!