Amazon.in Seller’s Guide to Safety Claims: What You Must Know to Stay Protected

Introduction

Selling on Amazon.in offers tremendous potential, but with that opportunity comes responsibility—especially when it involves product safety. Among the most serious threats to your Amazon seller account is a "Safety Claim." Often misunderstood or underestimated, safety claims can lead to ASIN suppression, listing removal, or even account deactivation.

This blog will unpack everything an Amazon India seller needs to know about safety claims, including how to prevent, manage, and respond to them effectively.

---

🛑 What Is a Safety Claim on Amazon?

A safety claim is raised when a buyer reports a product as potentially harmful or unsafe. This could be due to:

• Physical injury or illness

• Defective packaging (e.g., leaked chemicals)

• Electrical malfunction

• Fire hazard or choking hazard

• Incorrect labeling (especially in cosmetics or supplements)

• Expired or tampered products

Example: A customer buys a face cream and reports a skin allergy. Amazon may treat this as a safety claim, even if the reaction was unrelated to the product.

---

🔍 Why Does Amazon Take Safety Claims So Seriously?

• Amazon is obsessed with customer trust.

• Failing to act on safety concerns can result in legal liabilities, especially under India's Consumer Protection Act and Legal Metrology Act.

• Amazon wants to avoid scrutiny from regulators like the FSSAI, BIS, and Drugs and Cosmetics Department.

Result: Even a single safety claim can prompt Amazon to investigate, suspend your ASIN, or deactivate your entire account.

---

📉 What Happens If You Receive a Safety Claim?

Here's the general chain of events:

1. You get a Performance Notification saying a safety complaint has been received.

2. Your ASIN may be suppressed or removed from search results.

3. Amazon may ask for compliance documentation, including:

   • BIS certificate

   • Lab test reports

   • FSSAI license (for food-related products)

   • Manufacturer declaration

4. In more serious cases, you may receive a 24- or 72-hour suspension warning or direct account deactivation.

---

🧾 How to Respond to a Safety Claim on Amazon.in

1. Acknowledge the Notification
   Never ignore performance alerts. Respond within the stated timeline.

2. Provide Supporting Documents
   These can include:

   • Purchase invoice

   • Product images (with MRP, label, expiry date)

   • Manufacturer’s compliance certificate

   • Third-party lab test reports

3. Write a Strong Plan of Action (POA)
   Your POA must address:

   • Root Cause: Was the product defective? Was it packaging?

   • Corrective Action: Recalled units? Updated listings? Changed supplier?

   • Preventive Action: Quality checks, batch testing, new supplier vetting, etc.

4. Apologize Professionally
   Always express that you understand the seriousness of the issue and value customer safety.

---

✅ Best Practices to Avoid Safety Claims

1. Only Source from Trusted Suppliers

   • Avoid cheap, unbranded imports without documentation.

   • Always get a GST invoice from suppliers.

2. Perform Quality Control Checks

   • Open samples from every batch you procure.

   • Use your own product before shipping to customers (especially cosmetics, food, toys).

3. Label Everything Correctly
   Ensure MRP, expiry, net quantity, ingredients, and usage instructions are clear in English and regional languages if needed.

4. Maintain Proper Storage

   • Store goods in dry, clean conditions.

   • Avoid selling returned or tampered items as "new."

5. Stay Updated with Indian Regulations

   • FSSAI for edible products

   • BIS for electronics and toys

   • Legal Metrology rules for labeling

6. Register Your Brand Under Amazon’s Brand Registry
   This builds trust and allows better control over your listings.

---

⚠️ Types of High-Risk Categories for Safety Claims

• Cosmetics & Skincare

• Nutritional Supplements

• Children’s Toys

• Mobile Chargers / Power Banks

• Cleaning Products

• Baby Products

If you're selling in these categories, double-check compliance every 30 days.

---

🧠 Pro Tip for Indian Sellers

If you’re a reseller, ensure you get product safety documentation from your supplier or brand owner.

If you’re a private label seller, invest in third-party product testing and create a Product Information File (PIF) that contains:

• Ingredient breakdown

• Safety testing

• Packaging specs

• Usage instructions

---

📨 What If the Safety Claim Is False or Malicious?

You can:

• Raise a Seller Support Case with proof

• Highlight positive reviews to show product history

• Include prior test reports to defend quality

• Escalate via Amazon Seller Escalation Portal

---

🧾 Sample POA Template for a Safety Claim

Subject: Plan of Action for ASIN Deactivation due to Safety Concern

Dear Amazon Performance Team,

We acknowledge the recent customer feedback regarding the safety of our product [ASIN]. Customer trust and safety are of utmost priority to us.

1. Root Cause:
   After internal investigation, we identified the issue stemmed from packaging damage during transit.

2. Corrective Action:
   We have removed all units from FBA and initiated a quality audit of our entire inventory.

3. Preventive Action:
   We have switched to a more secure packaging vendor and implemented a final packaging inspection process before shipping.

We have attached:
- Purchase invoice
- Updated packaging images
- Lab test report (if applicable)

We sincerely regret the inconvenience and assure you of our commitment to safety and compliance.

Sincerely,  
[Your Name]  
[Seller Name]  

---

📌 Conclusion

Handling safety claims professionally is not just about protecting your ASIN or account—it’s about building a resilient and trusted business on Amazon.in. The more proactive and compliant you are, the stronger your seller profile becomes.

If you're serious about growth, treat product safety as a core business function, not just an afterthought.