[09:12 AM] Customer: Hi! I received my order yesterday, but the roasted oolong tastes much smokier than the last bag I bought. Is that normal?

[09:13 AM] Support (Maya): Hi Elena! Thanks for reaching out. Because we roast in small batches, there can be slight variations from one roast date to another. I’d be happy to check the batch notes. Could you share the lot number printed near the bottom seal?

[09:14 AM] Customer: Sure, it says RO-0711-B.

[09:16 AM] Support (Maya): Thank you. I found it—this batch had a slightly longer finishing roast to bring out toasted sugar and cacao notes, so it can seem smokier at first. It shouldn’t taste burnt or ashy, though. How are you brewing it?

[09:18 AM] Customer: About 5 grams in a mug, boiling water, steeped for five minutes.

[09:20 AM] Support (Maya): That likely explains the stronger flavor. For this batch, I recommend 5 grams per 250 ml, water around 195°F/90°C, and a three-minute steep. If you’re brewing gongfu-style, use shorter infusions starting around 20 seconds.

[09:21 AM] Customer: I can try that. The leaves smell good, but the finish was a little harsh.

[09:23 AM] Support (Maya): Cooler water and a shorter steep should soften the finish considerably. You can also let the bag rest open for five minutes before brewing; freshly roasted tea sometimes benefits from a little air.

[09:24 AM] Customer: Good to know. What if it still tastes burnt?

[09:26 AM] Support (Maya): If it still tastes burnt after adjusting the brew, reply here within 30 days and we’ll replace it or issue a refund. If possible, send a photo of the dry leaves so our roaster can review the batch as well.

[09:27 AM] Customer: That sounds fair. I’ll brew another cup this afternoon.

[09:28 AM] Support (Maya): Perfect. I’ve added the brewing notes and lot number to your order, so you won’t need to repeat anything if you contact us again.

[09:29 AM] Customer: Thanks, Maya!

[09:29 AM] Support (Maya): You’re very welcome, Elena. I hope the next cup is smoother!