Hello,
We just got a report of a customer finding a few small metal balls in the loosepack tea they got from us. It is a powder that is mixed with water and is a single ingredient item.
We pack by hand into plastic bags with plastic scoops, no blending or any sort of processing done to this material. We sold over 500 lbs of this material, thousands of boxes of tea, and have been out of stock of this lot for over a year. We have no remianing stock or raw material in our facility. We are 100% sure this metal did not come from our facility, and our supplier is currently investigating. They are completely sold out of this lot as well and have had no complaints.
We do not metal check at our facility, but the raw material was metal checked by our supplier. We have no clue where this metal could have come from, and have asked the customer to send it back to us for further investigation.
If we have one uncomfirmed report from a customer of metal in the product is this enough to trigger a recall? Likely the vast majority of this product would have been consumed and we have not had any other complaints.
How do we proceed with this and how to make the final decision if we should recall or not? If we don't need to iniate a recall, how to document this to justify? Do we do a risk assessment?
Any help is greatly appreciated!