What is TheMarket product recall process flow?
How does TheMarket get notified of recalls?
As a business importing, manufacturing and selling products, you are responsible for ensuring that your products are safe for the people who buy and use them.
You may need to undertake a product recall if a product you sell:
- Has safety concerns
- Falls short of a safety standard, or
- Has caused reported injuries or near misses.
Any product subject to a recall (by the manufacturer, brand owner or a Government regulatory agency) is prohibited from sale on TheMarket.com. The following guidelines are aimed at providing Merchants an overview of TheMarket product recall process.
Regulator announced recalls originate from;
- Product Safety New Zealand – All Product safety recalls
- Ministry of Primary Industries – Food safety recalls
- Medsafe – Recalled medical devices, vitamins and prescription medicines
Each regulator maintains public announcements of recalls and a record of past recalls on their websites. The announcements on these websites include the product name (identifying information), the nature of the product issue, scope of impacted product, and customer remedy.
Manufacturer-driven recalls
In this recall, the manufacturer, brand owner, or supplier directly notifies retailers and other supply chain partners about the product issue before (or in some cases, entirely without) the regulator’s involvement. In these cases, the manufacturer can choose to create their own page providing details on this issue or not.
What happens after a recall is announced?
Following a product recall (Regulator or Manufacturer-driven) announcement,
- TheMarket deactivates all product listings of products impacted by the recall.
- TheMarket notifies all past customers of a publicly announced recall.
- 3P Merchants submit a Letter of Compliance to Merchant Support via merchantsupport@themarket.com
- TheMarket Trust & Safety verifies that all inventory owners have removed inventory, and if Letter of Compliance meets the minimum standards (See Letter of Compliance below), TheMarket Trust & Safety will reactivate the product.
To learn more about the NZ requirements for recalled products and where to acquire this information, visit https://www.productsafety.govt.nz/for-businesses/product-recalls-information-for-businesses/
What should I do as a Merchant of recalled products at TheMarket?
- You are responsible for products listed on TheMarket marketplace. If one of the products you offer for sale is recalled, then you are responsible for complying with our policies and NZ law. Review your product listings and notify TheMarket of recalled products by providing the below information:
- Details of the defective product/s and clear description of the hazard
- List of affected Products/Skus Codes and Titles
- Date manufacturer started distribution of recalled product
- Clear photographs of the product
- Any communications that has been sent already to customers about the recall
- Inventory disposition (return or destroy), if Fulfilled by Market.
- Attach relevant documents
- Your Email Address
- Your Contact information
- You must deactivate all products on TheMarket for the recalled product regardless of the lot code, batch date, expiration date, serial number, or other identifier.
- You must coordinate and respond to any communications from regulatory agencies that contact you regarding your recalled products.
- Do not ship any pending orders for this product yourself. Relisting of products impacted by a recall on TheMarket’s website will result in deactivation of your Store on TheMarket.
How will my customers know if they purchase a recalled product?
Customers who have purchased the affected product in the past through TheMarket website will receive a notification regarding the recall including a link to the recall notice that contains instructions on what to do with the impacted product.
How do I activate my product after a recall?
Contact merchantsupport@themarket.com and provide them with a Letter of Compliance. The letter must consist of below minimum information:
- Must be from the manufacturer, on the manufacturer's letterhead, and signed by a relevant stakeholder.
- Brief statement (1 to 2 sentences) of the reason for the recall.
- Identification of the Skus and products requested for reinstatement.
- How the current/incoming inventory is not subject to the recall and is compliant with all regulatory standards.
- Once the letter of compliance is received and approval is provided by TheMarket Trust and Safety Team, products can be reinstated for sale on TheMarket marketplace.