LL - Customer reports missing or broken capsules in their bottle

OOPS!! Missing or broken capsules happens sometimes during manufacturing and is considered a defective product. Therefore we'd follow the defective product procedure (document and replace). 

Actions: 

Agent should document this event on the Adverse Event Document (defective product).

Apologize, let them know we're documenting the mistake so we can communicate it to our manufacturer and that we're happy to replace the bottle (send a free replacement bottle).  Or if it was only a couple capsules or they don't want more we could issue a partial credit of 30% instead.