LL - Is it an Adverse Event/Reaction if they never took the product?

If a customer reports that they have an allergy or sensitivity to an ingredient, or that their doctor advised them not to take it --  and did not physically take the product then we do not consider it an adverse reaction and we do not need to document it on the Zoho Complaint Form/have it requested for the refund team to document.  However, you should add the reason they are returning to your CHO Notes. 

Didn't consume the product - (No need to document) 

• allergy
• sensitivity
• medical advised against 

DID consume the product - (must document) 

• allergy
• sensitivity
• medical advised against