[10:02 AM] Customer: Hi! I received my order today, but the 100g bag of Mountain Oolong seems much darker than the batch I bought in March. Is that normal?

[10:04 AM] Support — Maya: Hi Elena! Thanks for reaching out. Because we roast in small batches, the color can vary slightly depending on the harvest and moisture level of the leaves. Let me check your order and the roast notes. Could you share the order number?

[10:05 AM] Customer: Sure, it’s TR-18472.

[10:08 AM] Support — Maya: Thank you. I found it—your bag came from batch MO-0722, roasted July 22. That batch received a slightly deeper finishing roast than the March release, so the leaves are darker and the flavor should be toastier, with more caramel and baked-fruit notes.

[10:09 AM] Customer: Got it. I was worried it had been over-roasted. There’s a strong roasted aroma, but it doesn’t smell burnt.

[10:11 AM] Support — Maya: That sounds consistent with the batch. You shouldn’t notice any acrid, ashy, or charred smell. For the first brew, I’d try 5g per 100ml at about 92°C, with a quick rinse and a 25-second steep.

[10:13 AM] Customer: I usually use boiling water and steep for a minute. Could that make it bitter?

[10:14 AM] Support — Maya: Yes, especially with this roast. Boiling water and a longer first infusion can bring out more bitterness. If you’re brewing western-style, try 3g per 250ml at 90–92°C for about two minutes.

[10:16 AM] Customer: I’ll try that tonight. What if it still tastes burnt?

[10:18 AM] Support — Maya: If it does, reply with a photo of the dry leaves and the batch code printed under the bag. We’ll compare it with our retained sample. If something is off, we’ll replace the bag or refund it—whichever you prefer.

[10:19 AM] Customer: Perfect. Also, should I let the tea rest after roasting?

[10:21 AM] Support — Maya: Good question. This batch has already rested for a week before shipping, but another one to two weeks can soften the roast aroma and bring forward more fruit and sweetness. Keep the bag sealed in a cool, dry cupboard.

[10:22 AM] Customer: Great, thanks for explaining. I appreciate that you keep samples from each batch.

[10:23 AM] Support — Maya: You’re very welcome! Small-batch variation is part of the fun, but we still want every bag to taste intentional. Let us know how tonight’s brew goes.