Recalling A Product Procedure

Purpose

To properly handle the delicate task of recalling goods

Outline the necessary steps required to recall post despatch product.

• Determine quantity manufactured.
• Isolate pre-despatch stock and quarantine.

Background

Recalling goods is a delicate task and needs to be handled openly and professionally.

Scope

(who)

Procedure

Case #1: In Transit, no dealer contact.

• Notify transport company.
• Have product recalled before arrival at the dealer.
• Contact Sales Manager.
• Call dealer, offer a plausible reason for delayed despatch.
• Production to remake product and have some, if not all, of the order on next day despatch.
• Notify management.

Case #2:  Delivered, requires dealer contact.

• Contact management.
• Management to decide on damage control options.
• Dealership is given a plausible reason for recall.
• Product to remake product and have some, if not all, of the order on next day despatch.

Case #3:  Product installed, requires end user contact.

• Contact management.
• Follow product complaint procedures.
• Follow warranty procedures.

What you will need before you begin

Safety hazards awareness

Any safety hazards to be aware of – delete this section if not needed

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Steps

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Tips

Any tips learnt from previous experiences that should be passed on – delete this section if not needed

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Traps

Any traps to avoid learnt from previous experiences that should be passed on – delete this section if not needed

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