What happens during a recall?

The first steps are fast. Here is the order they happen in.

Within 2 hours of a trigger

The product listing comes offline, and where needed your whole store, so no further orders can be placed. Pending orders for that product that have not been delivered are cancelled. We contact you at the same time.

What you do, also within 2 hours

• Stop preparing and selling that product through every channel, not only Cakesify
• Set aside any remaining stock, keep it separate from other food and mark it clearly
• Share preparation dates, ingredients and supplier details with us

Cooperating fully with a recall is a requirement of your Seller Agreement.

Within 24 hours

The Recall Coordinator reviews and decides. If it is a recall, FSSAI is notified and it is filed formally. Every order of the product in the relevant period is traced from platform records.

Within 24 hours of the decision

Every affected customer is contacted by WhatsApp, SMS and email. They are told the product name, the order date and the reason, given a clear instruction not to consume it, and told how to return or dispose of it. They receive a full refund. For a Class I recall a notice also goes on cakesify.com and, where directed, in the media.

Your stock

Recovered product is kept separate and clearly marked as recalled stock, at your premises or somewhere we specify. Because most food here is fresh with a short shelf life, it usually has to be destroyed rather than reworked, under supervision and, where the law requires, with the authority present.

Selling again

A product or store is relisted only after the cause is resolved and, where the authority was involved, the recall has been formally terminated in writing.

A practice run

We run a mock recall at least once a year to check that listings can be suspended, orders traced and customers contacted within these timelines. You may be asked to take part. It takes very little of your time.