Product recall response

How do we respond to a product recall by identifying every affected buyer, letting each choose a remedy, and tracking the returns and refunds to completion?

Run the recall as a campaign with a case per affected unit. When a recall notice arrives (from the brand, the regulator or the retailer's own decision), Callvu classifies the recall (the products and serial or lot ranges, the hazard, the remedies the recall plan offers, the regulator's reporting), identifies every affected buyer from the order and registration records, sends each a notice with the hazard and the remedy choices on a secure screen, captures the choice (a refund, a replacement, a repair kit, a disposal with proof), chases the return or the disposal proof on a clock, checks each return against the recall, issues the refund or ships the replacement, chases non-responders through every contact on file, routes a unit outside the ranges or a disputed remedy to the recall desk in the Decision Desk, and writes every case and the campaign's progress to the order management system for the regulator's progress reports.

In scopeComplex: multi-party handoffsCallvu moves: classify, chase and verify, write back

Talk to an expert Try it in the sandbox

Last updated November 7, 2026.

The problem today

The recall notice reached a third of the buyers, the rest were found by a journalist, and the progress report to the regulator was a guess.

Today, without Callvu

A recall is a race against harm with a reporting obligation at the end. The brand issues a notice, the retailer posts it, and buyers who do not read it keep using a product that can hurt them. The returns that come in are handled as ordinary returns, nobody knows which affected units are still out, and the quarterly progress report the regulator requires is assembled from spreadsheets.

The recall rules set the firm's obligations: the corrective action plan with the remedy, direct notice to known purchasers, the monthly progress reports, the records of units returned and remedied. The retailer holds the orders, the registrations and the contacts; each affected unit is a case with a buyer, a choice and an outcome; the campaign's numbers are the sum of the cases.

A recall run as cases is a recall whose completion rate can be stated.

How it runs

From the requestto the system of record.

A recall notice arrives from the brand or the regulator, or the retailer decides a recall with the brand. Callvu opens the recall campaign.

Affected buyers: Receive the notice, choose the remedy on a secure screen, return the unit or prove disposal, and receive the refund or replacement.
Recall desk: Decides units outside the ranges, disputed remedies and the campaign's exceptions in the Decision Desk.
Brand and regulator: Set the remedy plan and receive the progress reports.
Callvu: Classifies, identifies buyers, notifies, captures choices, chases, checks returns, issues remedies, routes and writes.

Classify the recall
The recall's products, the serial, lot or date ranges, the hazard and its severity, the remedies the corrective action plan offers (refund, replacement, repair kit, disposal with proof), the stop-sale, the notice content the regulator approved and the reporting schedule are classified; the affected units are identified from the order records and the product registrations, with the buyer's contacts on file.
Notify and capture the choice
Each affected buyer receives the direct notice through every contact on file (email, text, app, mail) with the hazard, the instruction to stop using the product, and the remedy choices on a secure screen; the choice is captured with the unit's serial confirmed from a photo where the ranges require it, and the return label, the repair kit order or the disposal instructions follow from it.
Chase and verify
The return is chased on a clock with the carrier scan, the returned unit is checked against the recall (the serial in range, the product as described) and the disposal proof (a photo of the destroyed unit or the cut cord as the plan specifies) is read and checked; non-responders are chased through each contact on the schedule the plan sets; a unit outside the ranges, a disputed remedy, a buyer claiming injury or a return that does not match goes to the recall desk in the Decision Desk with the case and only the allowed outcomes (remedy, remedy with an exception, refer the injury report to the brand and the regulator, or decline with the reason).
Remedy and write back
The refund is issued to the original payment method or the replacement shipped or the repair kit sent, each case is written to the order management system, the system of record, against the order with the choice, the return and the outcome, and the campaign's counts (notified, responded, returned, remedied, outstanding) are produced for the brand's progress reports to the regulator.

Where it ends: Every affected buyer the records could identify was notified through every contact, chose a remedy and was tracked to completion, and the campaign's numbers come from the cases rather than a spreadsheet. The Decision Trace shows the classification, each case's checks and any desk decision; the Audit Trace shows each notice, choice, return and remedy with time.

Runtime enforcement

What is enforcedwhile the work runs.

The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.

Regulations

CPSC recall rules (16 CFR 1115 and the Consumer Product Safety Act sections 15 and 19): A firm that learns a product contains a defect that could create a substantial product hazard must report to the Commission within 24 hours of obtaining reportable information, propose a corrective action plan with the remedy (repair, replacement or refund), issue the notice the Commission approves including direct notice to known purchasers, and file monthly progress reports showing units notified, returned and remedied; records of the recall must be retained, and selling a recalled product is prohibited under section 19.
Other product recall regimes (NHTSA for vehicle equipment under 49 CFR 573 and 577, the FDA for food, cosmetics and devices under 21 CFR 7, and the EU General Product Safety Regulation for cross-border sellers): Each regime sets its own reporting, notice content and progress reporting; the classification applies the regime for the product category, and the notice and the reports follow its format.
Refund and consumer protection rules (the FTC Act and the state consumer protection statutes; the card network refund rules): A recall refund goes to the original payment method where possible within the policy's period, and the stop-sale and the notice must not be misleading about the hazard; a refund to a different method follows the refund-to-new-method process with its verification.

Company policies

Every affected unit the records can identify is a case with a buyer, a notice through every contact, a choice and an outcome.
The remedy choices are the corrective action plan's; the desk decides exceptions and injury reports.
A returned or disposed unit is checked against the recall before the remedy is issued.
The order management system holds every case, and the progress reports are produced from it.

Controls

Recall classification with ranges and remedies.
Affected buyer identification from orders and registrations.
Multi-contact notices with secure remedy choice.
Return and disposal proof checks.
Non-responder chases and Decision Desk for exceptions.
Remedy issue, case write and progress report counts.

Clocks and deadlines

Initial report: Within 24 hours of reportable information under the CPSC rule, by the firm.
Direct notice: On the campaign's launch, through every contact, with chases on the plan's schedule.
Progress reports: Monthly to the regulator from the campaign's counts.

Documents and checks

The recall classification and the corrective action plan
The affected unit list and the notices sent
Each buyer's choice and serial confirmation
Each return or disposal proof as checked
The remedies issued and the progress report counts

In the Decision Trace

The classification and the ranges.
Each case's checks and any desk decision.

In the Audit Trace

Each notice with contact and time.
Each choice, return and remedy with time.
Each progress report produced.

The handoff

Between the front doorand the back office.

The front door

The notice through every contact on file; the buyer chooses and returns from their phone.

The back office

The recall desk decides only exceptions and injury reports; the brand receives reports from the cases.

The Decision Desk

A unit outside the ranges, a disputed remedy, an injury report or a return that does not match goes to the recall desk in the Decision Desk with the case and only remedy, remedy with an exception, refer the injury report, or decline with the reason.

Proof

In scope.Proof at scale, not one process at a time.

The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.

More than 1,000 processes are live across Callvu customers.

Across Callvu customers

Questions

What buyers ask next,answered plainly.

How are affected buyers found?

From the order records and the product registrations matched to the recall's serial, lot or date ranges, with every contact on file used for the notice.

What does the buyer choose?

The remedy the corrective action plan offers (a refund, a replacement, a repair kit or a disposal with proof) on a secure screen, with the unit's serial confirmed where the ranges require it.

How are the progress reports produced?

From the cases in the order management system: units notified, responded, returned, remedied and outstanding, in the regulator's monthly format.

Related processes

Product registration Returns and refunds Warranty claim Try it in the sandbox All travel and ecommerce processes

Bring this process, or the one that costs you most.

We build it against your policies and your systems, train your team and stay with you through launch. You are live in weeks.