Product safety issue
Hi sellers,
I was contacted by Amazon yesterday regarding a customer safety concern a customer raised about a product I sell. Amazon have contacted me asking for documents to prove the product is safe (Decleration of conformity) manufacturer details, importer details along with a questionnaire which asks questions about the product, if there has been any similar issues in the past and what corrective actions I will take to make sure it doesnt happen again.
I have provided as much information in detail as possible and still awaiting response but I have been doing some research and others in similar situations have had accounts suspended, listings closed or suspended at least while the investigation takes place. I however have had no red marks against my account health and the product in question is still listed and selling as normal.
I find it strange how there has been no action taken against my account or selling privileges for the product despite a safety concern being raised. Could this suggest they arnt taking the complaint too seriously? They have threatened to delete the Asin if information was not supplied within 5 days.
Any help or reassurance would be appricated 
Product safety issue
Hi sellers,
I was contacted by Amazon yesterday regarding a customer safety concern a customer raised about a product I sell. Amazon have contacted me asking for documents to prove the product is safe (Decleration of conformity) manufacturer details, importer details along with a questionnaire which asks questions about the product, if there has been any similar issues in the past and what corrective actions I will take to make sure it doesnt happen again.
I have provided as much information in detail as possible and still awaiting response but I have been doing some research and others in similar situations have had accounts suspended, listings closed or suspended at least while the investigation takes place. I however have had no red marks against my account health and the product in question is still listed and selling as normal.
I find it strange how there has been no action taken against my account or selling privileges for the product despite a safety concern being raised. Could this suggest they arnt taking the complaint too seriously? They have threatened to delete the Asin if information was not supplied within 5 days.
Any help or reassurance would be appricated
Seller_77IcbQKVGdZo0
Out of interest what have you made to the description. If I brought a travel mug I wouldn’t think twice about pouring a hot drink into it and wouldn’t expect any problems.
Be very aware of the customer and whatever you do not admit any responsibility for the issue. Your insurer will take a dim view of this as it will make it harder for them to defend any claim that may be raised.
Thats good as you are required to have a DoC as the importer so you should be able to submit this to Amazon as part of the questions they are asking.
It may well be enough but you may be advisable as you say to recall the stock to put the safety warning slip in with the product.
28 replies
Seller_esvgLzKXw2YAl
As long as you have the documentation in order, then you shouldn’t have anything to worry about.
Though you won’t stop worrying until it is approved.
At this point, it’s just a wait and see.
Seller_qZO3ZCjoBXEeL
It will likely be because of the method the question was raised. Because this was driven by a customer enquiry it is outside of the normal ASIN/catalogue compliance process (I am assuming). The times you mention listing and/or account suspensions would be when ASINs are being automatically checked for compliance by the Amazon catalogue/safety teams due to the nature of the goods needing safety docs…
Seller_pT7UfFjXLpBJO
Thanks for the advice. The product in the images is sold by me and only me. From my research, I have found the UK product under the trademark “GOCUP” is an entirely different product that is not sold on Amazon, It also seems to be discontinued. Nevertheless, I will look into registering my own trademark for this product to avoid any potential Infringement claims as the logo, packaging, etc was all designed and sourced by me directly from the manufacturer.
Seller_7VbclcPFFRTnc
there is another seller on the asin
unfortunately whilst there is another GoCup registered in the same Class, you won’t be able to register yours
Seller_77IcbQKVGdZo0
Out of interest what have you made to the description. If I brought a travel mug I wouldn’t think twice about pouring a hot drink into it and wouldn’t expect any problems.
Be very aware of the customer and whatever you do not admit any responsibility for the issue. Your insurer will take a dim view of this as it will make it harder for them to defend any claim that may be raised.
Thats good as you are required to have a DoC as the importer so you should be able to submit this to Amazon as part of the questions they are asking.
It may well be enough but you may be advisable as you say to recall the stock to put the safety warning slip in with the product.
Seller_77IcbQKVGdZo0
this is fairly standard now. When I was changing my insurance company a couple of years ago I was frequently asked about whether I would be importing stock from China. It seems that many insurers will not touch or give increased premium if you directly import from China.
I do wonder how many sellers on Amazon have adequate insurance cover to cover events like this.
Seller_7VbclcPFFRTnc
and as with any insurance claim, you never find out until its too late
Seller_ILTNDCj7DXuua
We sell toys and our insurers also won’t touch anything from China as well as a long list of other countries. We also interestingly cannot sell to Canada or USA by default and would need this adding as an additional premium to our policy
Seller_qZO3ZCjoBXEeL
We pay a hefty premium uplift for NA sales, and it restricts the number of insurers greatly.
Seller_77IcbQKVGdZo0
Mine has the same restriction. I think it because claims are more likely in the USA. They are far more likely to make a claim even for a minor problem.
Seller_rZax50qrWcaoG
As @The_Little_Shop has already mentioned GOCUP does have an active UK trademark in Class 21 for this type of product, however it appears they only sell a collapsible cup within Class 10.
What surprises me is how the name GOCUP is a registered brand with Amazon, hopefully that wasn’t you as it could add to your problems if the UK Trademark Agent becomes aware of it.
With regard to the Brand name on the mug and packaging, is it Photoshoped onto the listing images or actually permanently printed on both by the China supplier?
Just for interest… The Trademark for GOCUP runs out on the 23 March 2023 so it maybe worth you keeping an eye on its renewal, if it isn’t you could apply for it.
Seller_pT7UfFjXLpBJO
Thanks for the advice that might be worth looking into come March. The point of this thread was in regards to the product safety issue, I’m happy with the responses in regards to this so need no further advice.
