# Notify customers about a product recall or safety issue

Recall email, store and website notice, support script, and staff brief that state the hazard and remedy clearly and calmly.

- Topic: Customer Support
- Framework: RTF
- Level: Advanced
- Tags: Customer Support, Email, Legal, Write, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/notify-customers-about-a-product-recall-or-safety-issue

## Prompt

```text
Help me write customer communications for a product recall or safety issue.

**Product affected:** [NAME, SKUs, model or lot numbers, dates sold, where sold]
**The hazard:** [WHAT CAN HAPPEN - factual wording from the manufacturer or investigation]
**Incidents reported:** [NUMBER and type - or "none"]
**Remedy:** [refund / replacement / repair kit / disposal instructions]
**How customers claim it:** [URL, phone, hours, whether proof of purchase is needed]
**Regulator involvement:** [e.g. "announced jointly with the CPSC", another country's authority, voluntary - or [CONFIRM]]
**Customers we can reach:** [order emails, loyalty members, in-store buyers with no contact details]

Write:
1. A direct email and SMS to known buyers. Subject line says "recall" and names the product. Then: stop using it now, the hazard in plain words, how to identify affected units, the remedy, how to claim it.
2. A website banner, recall page, and in-store sign for buyers we cannot reach.
3. A support script and FAQ: how do I find the lot number, I threw away the receipt, I bought it as a gift, I resold it, someone was hurt.
4. A short internal brief for store and support staff: what to say, what not to say, how to log reports, when to escalate.

Rules:
- Clear and calm. Never minimize the hazard or speculate about cause or fault. No marketing or upsells in any recall message.
- Do not invent incident counts, dates, or remedy terms; use [CONFIRM].
- If a customer reports an injury, tell them to seek medical care (emergency services if urgent) and log the report for the safety team.
- Legal, and the regulator where involved, must approve wording before anything is sent.
```

## What to fill in

- NAME, SKUs, model or lot numbers, dates sold, where sold
- NUMBER and type - or "none"
- refund / replacement / repair kit / disposal instructions
- URL, phone, hours, whether proof of purchase is needed
- CONFIRM

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