1. Stop immediately, cut off the source
The first reaction upon discovering a labeling error must be to immediately stop all related operations: halt production, shipments, and sales. For products already shipped, contact distributors or platforms as soon as possible to remove them from shelves to prevent more products from entering the market. Simultaneously, label any remaining inventory as "pending processing" and store them separately.
2. Investigate thoroughly and address the issue accordingly
First, determine the type of error, then decide how to rectify it:
If critical information such as the production date, shelf life, or ingredient list is incorrect or omitted, this is a serious issue and requires proactively reporting to the market supervision department, submitting a correction explanation and testing report, and applying for a label replacement.
If the nutrition facts table calculation is incorrect, it is recommended to recalculate and send it for third-party testing and verification. After correction, a comparison of the old and new labels can be published on the official website or product details page to enhance transparency.
For imported goods without Chinese labels, compliant Chinese labels can be added, but they must include the country of origin, importer's name, address, and contact information, and must not obscure the original information.
For common issues in cross-border e-commerce, such as incorrect FBA labeling, a removal order should be created as soon as possible to return the goods to the overseas warehouse, replace the correct labels, and then resend the goods.
For incorrectly labeled express delivery packages, if the package has not been shipped, simply modify the system information; if it has been shipped but not delivered, contact the logistics company as soon as possible to request interception and rescheduling.
3. Proactive Communication to Regain Trust
Don't wait for consumer complaints to respond. It is recommended to issue a concise statement through official channels, explaining:
What problem occurred?
The extent of the impact?
What remedial measures are being taken?
Simultaneously, open a green channel for returns and exchanges, allowing consumers to process returns and exchanges based on their purchase records. If necessary, include a small gift or coupon to express apology and reduce negative emotions.
4. Internal Rectification for Prevention
Post-incident review is essential to plug loopholes in the process:
Establish a three-level label confirmation mechanism of "design-review-verification," with each step documented and traceable.
Install barcode scanning equipment at key points in the production line; automatically alarm when labels do not match products.
Implement a checklist system during product changeovers to ensure labels are updated synchronously. Regularly organize employee training, especially for new employees and outsourced personnel, to strengthen their awareness of label compliance.
