Frequently Asked Questions

The Rapid Recall Exchange is easy to use. To help you learn more about its features and functionality, reference materials and demonstration videos are available to subscribers. Our team is available to assist your team to become “RRE Ready” by completing the readiness program which includes conducting a mock recall.

Our Customer Service Team is available via email at rapidrecall@gs1us.org or by phone Monday to Friday from 8:00 AM - 8:00 PM ET at +1 937.610.4233. Technical assistance is available 24/7.
 

1. Why should my company use the Rapid Recall Exchange?

2. Why should I subscribe to the Rapid Recall Exchange when I don't expect to have a recalled product?

It is understood that no company intends to have to recall or withdraw a product. However, subscribing to the Rapid Recall Exchange is important PRIOR to having a product recall or market withdrawal. The fees have been kept at a minimum to ensure all companies who could possibly have a recall or withdrawal are subscribed and familiar with the service prior to issuing a notification..You should expect it will take a minimum of one week for GS1 US to authenticate the User Administrator, your company revenue and your Global Location Number (GLN). You will then want to become familiar with its use by viewing the on-demand videos and reviewing the user guide. You do not want to learn a new tool in the midst of issuing a product recall or withdrawal. Subscribe today in order to be prepared.

3. What are the benefits to using the Rapid Recall Exchange?

For Manufacturers, or anyone issuing recalls or withdrawals, the Rapid Recall Exchange enables you, in one communication, to send your customers critical product information, product handling instructions, reimbursement instructions, and comprehensive contact information, in addition, up to 5 mb per attachment; you can include product images up to 2 mb per file. Never before have you been able to provide so much critical information to so many of your customers within one communication. The Rapid Recall Exchange enables manufacturers to provide trading partner-specific information within one notification. Once issued, the system records when the notification was received, when it was opened, and who opened it.

For Retailers, the Rapid Recall Exchange provides the most complete information available in a format that was designed by and for the industry. Relying on standardized forms and processes, the Rapid Recall Exchange ensures that all recipients receive complete information, including attachments in a secure website. You can be assured that your suppliers who participate will be delivering the recall and withdrawal information you need in a format you can use.

4. How do we assign 'roles' in the Rapid Recall Exchange?

The service enables all subscribing companies to self-administer users and roles. This is another way we ensure that only authorized users have access. Roles are assigned by the User Administrator after your company has subscribed. The User Administrator for your company has the ability to add new users to your company subscription. They can also disable/enable users.

5. How do I load pictures and documents into my product recall notice?

Pictures and files can be added using the Manage Attachment function in the Create New Product Recall tab. Up to 2 mb for images and 5 mb for other file types can be attached. When Recall Receivers receive the notification, the included attachments are available from hyperlinks included directly in the notification.

6. Is the Rapid Recall Exchange secure?

Yes. Our strict subscription process ensures only authorized users have access. All subscriptions are subjected to a comprehensive review by GS1 US before access is granted. Since access is only granted to authorized product recall and withdrawal issuers and receivers, the system ensures that only authorized users receive Rapid Recall Exchange notifications.

7. Why do Recall Initiators need two user roles?

By requiring two roles to be involved in issuing a product recall or withdrawal, the system reduces the possibility of an unintended notification being issued. This feature helps ensure the accuracy of the notification and overall security. Here is how it works:

• Recall Initiators initiates a product recall or withdrawal by completing the Product Recall Notification Form and sends the information to the Recall Approver. 
• Recall Approvers review and may reject, provide comments back to the Recall Initiator, or approve which sends the notification to Recall Receivers. 
   

8. Do all Receivers get the notice or only selected Receivers get it?

Recall Initiators have a choice to send a notification to all Recall Receivers or selected Receivers. During our industry workshops, retailers expressed a strong desire to receive all Class I recall notifications, whether they carried the recalled product or not. Retailers also wanted to be in a position to reassure their customers and be a source of trusted information.

Instructions on how to target a notification are contained within our reference material. A demonstration of targeting is available in the on demand video.

9. How would I know that my product recall notification was successful?

Any Recall Initiator that issues a recall or withdrawal will automatically be a recipient of that issued Product Recall Notification. The Product Recall Notification that you issued will be delivered to your Rapid Recall Exchange Message Center at the same time it is delivered to all other recipients. This indicates that your notification was successfully issued.

The Reports page allows users, based on their role, to search, view, download and print the workflow history of the recall, meaning, when it was submitted for approval, read, approved, responded to, etc.

10. If I am a Recall Initiator, can other Recall Initiators see my product recalls?

No, only the Recall Receivers and the Recall Initiator that issued the notification will be able to view the notice. Other Recall Initiators will not be notified that your notification has been issued.

11. Why is the Rapid Recall Exchange priced so affordably?

We have established a set of subscription fees that allows anyone to participate. The associations involved in delivering this service are not-for-profit organizations, dedicated to providing the best service to their members and consumers and a commitment to enhanced food and product safety, brand protection and consumer confidence.

12. What does the Rapid Recall Exchange subscription fee include?

13. What is the "Are You RRE Ready?" program?

The readiness program, Are You RRE Ready? is to enable users to use the Rapid Recall Exchange when a recall or withdrawal event occurs. We understand that you won’t be using this service every day, but by completing this program, your company can be RRE Ready! Contact rapidrecall@gs1us.org to get started on the readiness program.

14. What if my company has retail AND manufacturing side?

Your retail division will subscribe to the service as a Recall Receiver company type and your manufacturing division will subscribe as a Recall Initiator company type. You should submit the applicable revenue for the retail division for the Recall Receiver subscription and the revenue for the manufacturing division for the Recall Initiator subscription.

15. What if the role I play in the supply chain requires me to both initiate and receive recall notifications?

In your case, your company needs to take advantage of both Initiator functionality and Receiver functionality. You will need to complete two separate subscriptions as described in “What if my company has retail AND manufacturing side?”

16. Can a manufacturer’s divisions be part of the same company subscription?

A parent organization’s Rapid Recall Exchange subscription covers its children. Keep in mind, however, that the recall notice will show as being from the organization who subscribed. If a recall is for a product from a child organization, the notice sent to your customers will appear to be sent from the parent organization name and Global Location Number (GLN). If you wish the notice to look like it is from the child, the child organization must subscribe separately.

17. If a manufacturer ships to both the US and Canada, which system would they subscribe to?

To reach retailers and/or wholesalers in both countries, a supplier must be subscribed to two recall platforms: Rapid Recall Exchange in the US and the GS1 Canada Product Recall Service in Canada. If there is a recall or withdrawal for a single product that is distributed or sold in both Canada and the US, there will be two separate notifications initiated.

18. If a retailer or wholesaler operates in both the US and Canada, which system would they subscribe to?