#amazon
Amazon
Thread
Supplement brands: Have you dealt with a 'Customer Complaint – Food Safety' case from Amazon?
We just had a customer write a review that their heart rate increased after taking our product, so we need to respond to a bunch of Qs otherwise Amazon will deactivate our listing 😬 (very scary)
These are Amazon's questions:
1. Has this product/formulation been subject to a recall in the last twelve (12) months? If yes, what actions did you take to address the recall?
2. Based on investigation, what is the identified a root cause for this issue?
3. If you identified a root cause, please provide a corrective and preventive action (CAPA) plan and timeline of completion. Please also attach documented proof of plan/completion.
4. B. If your product is a Supplement: Please provide the HACCP / GMP / GFSI / Product Enrollment Program certificate or Food Safety Plan in place.
Please attach the certificate or documented program indicating if biological and chemical hazards are assessed. Please note: the plan date must be within the last 3 years. If the required documents are not available, please justify why
5. Please provide the manufacturer's best contact information to share with concerned customers.
If you've dealt with this kind of issue before, do you have any advice on how to approach this?
Not yet @Shin Takeda
Hi <@U080J256WV9> we consulted an expert who deals with this kind of thing.
They lean toward an 'every body is different and can respond differently' approach, and give as much supporting evidence of us using quality ingredients/manufacturers as well as demonstrating that we really do care about customers and product quality.
Is that a theme you've seen work well?
Do you have any tips to enhance the strength of the reply?
Thank you <@U080J256WV9>! 🙏