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
I’m not sure where the comment came from this was the message said;
The Product Safety department was informed of a safety incident with a product sold by you.
The complaint is regarding B07XYB8LR1 – Travel Mug, Coffee Cup for Hot and Cold Drinks, 510ml, UK Brand, Reusable, Insulated and Leakproof, Perfect for Camping or Traveling, 17oz, Black. The customer comment is as follows: “roduct exploded when using as instructed to store hot beverage.It lead to the liquid spilling on hand and causing burns”.
Your product appears to be Food Contact Material.
Please respond to the above concern by taking the following steps within the next 7 days:
-
Submit the following documentation:
a. Declaration of Conformity.
b. Images of the product from all sides.
c. Name and Address of the manufacturer and importer into Europe.
d. Instructions for use.Please provide them in the languages for all the countries in which this product is sold on Amazon in Europe. Providing instructions only in English language will result in the suppression of the product on other Amazon websites -
Complete the below Product Safety Questionnaire. The questionnaire is geared towards addressing the safety concern that the customer has brought up. Please contact the manufacturer of the product for details you might not have.
General Questions:
- Has a similar incident been reported before? If so, when and how many? What corrective actions have you taken to resolve the root cause?
- a) Please provide feedback on what could have caused the incident:
b) If you believe this was misuse, please explain why and back this up with images of warning lables, and instructions for use. - Are you planning corrective actions after being made aware of this incident? If so, please describe and indicate when these corrective actions will be completed.
- To your knowledge, have any design changes been made to the product recently? If so, when, and what are the changes?
- Has the product been part of a recall?
- What is the age group of intended user?
- Approximately how long has the brand been in existence?
- Approximately how long has the product model been in existence?
Thank you for your swift attention to this matter. We look forward to resolving this to our mutual customer’s satisfaction.
Once you have readily prepared all the requested documentation, please reply to us in order to assess the compliance of the product. If the documentation is not provided within 5 business days the ASIN will be removed from sale
Its also worth mentioning that amazon did not require any safety documentation when the product was first listed which is why I find it strange they are asking for a Decleration of conformity now.
Seller_77IcbQKVGdZo0
It is because the product has allegedly injured someone and as the seller of that product you now have a duty to prove the product is safe.
I wouldn’t really worry about what Amazon have or have not asked for in the past you need to address the issue with your product.
Do you have all the necessary documentation that Amazon asked for? How did you source the product was it from a UK supplier or from China? Has any other customer complained of a similar issue?
Also please note that the customer alleges the product exploded and burnt them. Depending on the customer and/or severity of the burns they may be taking legal advice on a claim against you. This is where your insurance will kick in and protect you.
Seller_7VbclcPFFRTnc
Go cup is a registered trademark of a US company so presumably you bought from a recognised wholesaler rather than Chinese factory so hopefully at least it means all safety docs , labelling etc will be there done for you which makes life so much easier
Seller_pT7UfFjXLpBJO
I did draft up a basic DoC before the product was listed but I never had to use it. The product also isn’t CE marked so under EU rules at the time, it wasn’t even a required document for the type of product it was.
There has been a couple of instances before of this happening but iv made changes to the product description, images to warn customers how to prevent it.
Iv also set out a plan of action and sent that to Amazon with how I’m going to address the issue going forward.
Iv also spoke to the customer directly who reached out to me so I know the situation and I hope that amazon can see I’m trying to resolve it.
Can only hope that’s enough
Seller_pT7UfFjXLpBJO
This isn’t the same GoCup, it is not a registered trademark in the UK. The products were sources directly from China. They have safety testing documents etc but it’s all in Chinese.
Seller_7VbclcPFFRTnc
Oh
So are these copies ?
Are you the importer
Is your insurance company aware you import from China just in case this goes further ?
https://trademarks.ipo.gov.uk/ipo-tmcase/page/Results/1/UK00911664273
Presumably that’s the steam build up ? Have you inserted a warning in or on the packaging too ?
Seller_pT7UfFjXLpBJO
I have put that as part of my plan of action to make sure there’s clear instructions for use in and on the product packaging.
Seller_7VbclcPFFRTnc
Have you done that on these
You also need to relook at the branding before you get an IP violation
Seller_pT7UfFjXLpBJO
Depending on what Amazon reply with, the plan is to create a removal order and add instruction slips to each product box. Obvioulsy the complaint came in almost 2 months after the shipment was ordered so this is all I can do at this stage really.
I am already looking into this, thanks for your advice.
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.
