Emergency Playbook (stop-sell, recall, security incident)

Emergency Playbook (stop-sell, recall, security incident)

Types of emergencies covered

  • Stop-sell: Immediate removal of a product from sale due to regulatory, safety, or compliance concerns.
  • Recall: Retrieval of products already sold to customers when a defect, safety issue, or regulatory non-compliance is identified.
  • Security incident: Breach or suspected breach affecting customer data, payment details, or vendor account access.

Steps for a stop-sell

  1. Identify the issue. Confirm the concern (e.g., incorrect labelling, safety risk, banned material).
  1. Suspend listings. Remove or pause the affected product(s) from your Kapsule store immediately.
  1. Notify Kapsule Support. Raise a high-priority ticket through the vendor portal with details of the issue.
  1. Provide documentation. Share supporting evidence (e.g., supplier communication, test results).
  1. Investigate root cause. Work with your supplier or internal team to address the problem before reinstating sales.

Alert
Continuing to sell affected products after being instructed to stop may lead to suspension or delisting of your account.

Steps for a recall

  1. Assess risk. Determine the scale of the problem and which customers are affected.
  1. Notify Kapsule immediately. Provide the product ID, order IDs, and nature of the defect.
  1. Prepare a recall plan. Outline how you will contact customers, arrange returns, and issue refunds or replacements.
  1. Communicate clearly. Work with Kapsule to ensure customers receive accurate and timely instructions.
  1. Monitor progress. Track recall completions and report updates back to Kapsule.

Info
Depending on the issue, you may be required to report the recall to regulators or certification bodies.

Steps for a security incident

  1. Contain the breach. Reset passwords and suspend access where suspicious activity is detected.
  1. Report immediately. Raise a high-priority ticket with Kapsule Support outlining what happened and when.
  1. Provide evidence. Include logs, screenshots, or error reports if available.
  1. Follow Kapsule guidance. Cooperate with investigations and implement recommended security measures.
  1. Prevent recurrence. Review your systems, strengthen passwords, and enable multi-factor authentication.

Notes
Even suspected incidents should be reported promptly. Delays can increase the risk to customer data and compliance.

Best practices for readiness

  • Maintain a contact list of suppliers, couriers, and internal team members for emergencies.
  • Keep product and order records organised and accessible.
  • Train staff on how to recognise and escalate emergency situations.
  • Review your packaging and labelling compliance regularly.
  • Enable multi-factor authentication on all vendor accounts.

Idea
Run a short “emergency drill” with your team once a year to practise stop-sell or recall procedures.

FAQs

1. Who decides if a product should be stop-sold?

 You can initiate a stop-sell yourself, but Kapsule may also enforce one if a compliance or safety issue is identified.

2. How will customers be informed in a recall?

 You are responsible for preparing the message, but Kapsule will assist with delivery to ensure it reaches affected buyers.

3. What if I cannot cover the costs of a recall?

 Vendors are responsible for all recall-related costs. Failure to complete a recall may lead to enforcement action.

4. What counts as a security incident?

 Any suspected unauthorised access to your account, customer data, or payment systems should be treated as an incident.

5. Can my account be suspended during an emergency?

 Yes. In some cases, Kapsule may suspend or limit your account while an investigation is ongoing to protect customers.

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