General Product Information

What’s happening?

• • • Sometimes customers or non-customers ask for internal documents like COAs, lab reports, or safety certifications. These are not customer-facing and should never be shared.

What to do

• • • Use the macro: [Product] Product Safety & Testing Documentation Request

    • This response reassures customers about our safety and quality, while politely declining to share documents.

Why this matters

• • • Keeps our internal documents private.

    • Ensures all teams reply in a consistent and professional way.

Escalation

• • • No further action is needed unless the request turns into a safety concern.

    • If it does, follow the Safety Concern Handling Procedure.