The 5-Step Guide to Quality Complaints
Quality Complaints · EEC-I01 · Version 1 · 23 October 2026
Dear customer, our main goal is to ensure the highest quality in every lot of green coffee you receive. If you experience any issues with your order (whether related to quality, logistics, or packaging), please follow this 5-step process so our team can provide a quick and effective solution:
- Step 1: Review Our Quality Promise.
- Step 2: Gather your Traceability Information.
- Step 3: Collect the specific evidence according to your issue.
- Step 4: Send all the complete information directly to camiloviloria@catacafeexport.com.
- Step 5: Allow us 2 to 5 business days for our Initial Review (this timeframe begins only after all required evidence is received).
1. CATA’s Quality Promise
We take pride in our rigorous quality control. For all our specialty green coffee lots, we guarantee the following physical standards prior to release:
- Zero Tolerance: Major primary defects such as foreign matter, pods, and fully black beans are strictly not allowed.
- Secondary Defects: Our specialty green coffee lots contain no more than 25 secondary defects per 500 grams of coffee, unless a higher quality standard is specifically outlined in your contract.
- Screen Size Accuracy: Screen size 14 with a maximum allowable undersize tolerance of 5%.
- Moisture Levels: We guarantee strictly controlled moisture levels between 10.0% and 11.5% at the time of release from our Quality Laboratory.
2. General Information Required (Traceability)
To initiate any review process, we kindly request that you provide the following basic information in your initial communication:
- Lot Identification: reference code, shipping mark (ICO), contract number or invoice number.
- Reporting Timeframes: Please remember to report any issues within the stipulated timeframe: Sensory and physical issues within 7 days after receipt; Moisture and weight immediately upon unloading.
- Storage Conditions: A brief description or photographic record of how the coffee was stored upon arrival at your facilities (palletizing conditions, temperature, humidity).
3. Required Evidence and Response Commitment
If you find that your coffee deviates from our quality promise or presents logistical issues, please refer to the section below. We detail the information we need from you, as well as the initial review actions our team at Cata Export will take internally to provide you with a well-supported and agile response.
Sensory Quality
- Difference in score
- Profile mismatch
- Early aging
What information do we need from you?
- General description of the discrepancy found.
- Cupping Form (SCA or equivalent) properly filled out by your team. (Download the SCA Sensory Assessment Forms here).
Our Initial Review:
Our quality panel will review the original Quality Certificate and perform a new cupping of the retention sample (Lot record vs. Retention), including an evaluation of roast curves and colorimetry.
Physical Defects
- Primary/secondary defects.
- Screen size inconsistency.
What information do we need from you?
- Physical analysis (CVA Physical format or equivalent) performed by your team. (Download the SCA Physical Assessment Form here).
- High-quality photos of the 300 g green coffee sample, with defects separated into groups, photographed from above and under good lighting conditions.
Our Initial Review:
We will compare your photographic and physical report against the preparation standard of our Quality Certificate and perform a new physical analysis (CVA Physical) of the retention sample.
Moisture
- High moisture.
- Drastic moisture loss.
What information do we need from you?
- Detailed moisture measurement report at destination, specifying the equipment's brand, model, and its standard deviation or margin of error. Please consider that our Quality Laboratory releases lots with strictly controlled moisture levels between 10.0% and 11.5%; therefore, factoring in the measurement variance of your equipment is essential for an accurate technical assessment.
- Photos of the high-barrier packaging (e.g., GrainPro, Ecotact) confirming if it arrived sealed or had any tears.
Our Initial Review:
We will review the moisture and Water Activity (Aw) reports prior to shipment and perform a new measurement on the retention sample to issue a technical concept regarding the deviation.
Severe Sensory Defects
- Mold.
- Phenol.
What information do we need from you?
- Detailed description of the defect found in the cup.
- Cupping Form (SCA or equivalent) properly filled out. (Download the SCA Sensory Assessment Forms here).
Our Initial Review:
We will conduct an exhaustive cupping of the retention sample. Additionally, we will audit the logistical traceability: Phytosanitary Certificate and photographic records of the pre-loading inspection of the container/truck.
Packaging and Weight
- Weight or bag shortage
- Physical damage to packaging
What information do we need from you?
- For containers: Photographic record of the seals before opening.
- For overseas warehouses (Spot): Photos of the merchandise on the truck before unloading.
- Official weighbridge ticket upon reception.
- Photos of the specific affected or torn bags.
Our Initial Review:
We will make a documented comparison of the weight tickets (Origin/Warehouse vs. Destination). We will evaluate if the variation is within the natural shrinkage of transport (evaporation) or if it is due to an incident.
Logistics Contamination
- Insect infestation
- Cross odors during transport
What information do we need from you?
- Detailed photos and videos of the insects or damage, taken immediately upon opening the container or receiving the merchandise.
Our Initial Review:
We will review the phytosanitary and origin cleaning certificates. We will escalate the case with the shipping company, customs agency, or third-party warehouse to determine responsibilities and activate insurance policies if applicable.
Response time: 3 to 5 business days (the final ruling from the insurance/shipping company may take longer, but you will receive our action plan within this timeframe).
Other Claims
If your specific claim or issue does not fall under any of the categories listed above, please contact your Key Account Manager (KAM) directly with a detailed description of the situation so we can assist you accordingly.
Dispute Resolution & Force Majeure
Our primary goal is to resolve any claim amicably and transparently through our initial review process. However, please note that all commercial agreements are governed by the Colombian Standard Coffee Contract (ESCC, latest edition). Any dispute that cannot be resolved mutually shall be subject to arbitration in Bogotá, Colombia. Furthermore, neither party shall be held liable for failure to perform due to force majeure events beyond their reasonable control.