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Guides

Run support during a product recall

A recall brings a surge of worried messages in a short time. Clear, consistent answers matter more than speed, because customers may be dealing with a safety risk.

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Write one source of truth

Publish a single page that says what is affected, what customers should do and how to claim a replacement or refund.

Agree the wording before you reply

Have the person responsible for the recall approve the saved replies, so no agent improvises a safety statement.

Separate recall tickets

Tag every recall message so you can count them, route them and keep them out of normal response-time reports.

Put safety first in the reply

Lead with what the customer should do now, such as stop using the product. Explain the rest after.

Hand off the unusual cases

Injuries, damage and press questions go to the named owner immediately. Do not answer them in the queue.

Report and close out

Track claims received, resolved and waiting, and update the page and replies as the process changes.

Questions

Who should approve recall replies?

The person responsible for the recall, ideally with legal input. Agents should not write safety statements on their own.

Should recall tickets count in normal metrics?

Report them separately so a one-off surge does not distort your usual response and resolution times.

What if a customer reports an injury?

Escalate to the named owner at once and keep the record. Do not give advice beyond the approved wording.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.