Important Safety Recall
Hey folks,
We’re about to initiate a public recall for an Amazon-sold product and plan to handle it manually (we won’t be opting into RLS). Our goal is simply to remove every unit from the market.
Questions:
Blanket refunds: Are we required to refund every customer automatically, even if they never respond to the recall notice?
Proof of disposal: Would it be acceptable to refund only after a customer confirms they’ve disposed of the product, or is that against best practice/Amazon policy?
Typical process: For those who’ve done a manual recall before, how did you handle non-responsive customers?
Any insight or experience would be greatly appreciated—thanks!
Important Safety Recall
Hey folks,
We’re about to initiate a public recall for an Amazon-sold product and plan to handle it manually (we won’t be opting into RLS). Our goal is simply to remove every unit from the market.
Questions:
Blanket refunds: Are we required to refund every customer automatically, even if they never respond to the recall notice?
Proof of disposal: Would it be acceptable to refund only after a customer confirms they’ve disposed of the product, or is that against best practice/Amazon policy?
Typical process: For those who’ve done a manual recall before, how did you handle non-responsive customers?
Any insight or experience would be greatly appreciated—thanks!
3 replies
Glenn_Amazon
Hi there @Seller_g0QTTSgpbtmO1,
Thank you for reaching out with your questions. In my experience here at Amazon, Amazon processes the messaging and expectations for a recall internally aligned with the Recalls & Product Safety help page. I would recommend you create a Case with Seller Support to get additional details and expectations for the specific product. If you have any difficulties please provide the Case ID and I will escalate to one of our internal teams. Thank you for your understanding.
-Glenn
Seller_g0QTTSgpbtmO1
Here is the case ID: ID 11296419722
@Glenn_Amazon
