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 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.
