I need some opinions. I have a customer claiming one of their bottles leaked “out into the box.” This doesn’t make sense to me, as his order had two bottles, so would’ve been vac sealed, shrink wrapped, and in a third layer, all of which would’ve needed to be bypassed in order to leak into the box.
He also claimed what had leaked into the box had dried, which make even less sense as propylene glycol has a boiling point of >300c, and essentially zero vapor pressure at room temperature. What I’m saying is if it had truly all leaked, there would be a pool in the box, not dried residue, again, this is after getting through a phenolithoic cap, heat shrink, a vacuum seal, AND last layer. All in 5 days?…
Since there is technically a chance this was a mistake on our end somehow, I think the move is to reship his claimed leaked bottle, and simply blacklist from future ordering. I’d feel bad if it really was on us, but anyone who has gotten a pack from PM would know the solution would’ve had to have bypassed a minimum of three layers to even reach the box, much less with enough time to dry.
I’d appreciate any input here on what you all think I should do. I told myself I’d just replace and blacklist any instance of leakage claims, as that’s the best way to protect myself financially, and nobody has the right to my services, but again, put yourself in his shoes if he is telling the truth. That’d be pretty shitty to get blacklisted from the best vendor through no fault of your own.