When you issue a product recall, esmart handles everyone affected by it.
A plug-in, omni-channel recall communications team for UK manufacturers. We design, print and send every customer notification — by SMS, email and post — manage remedies and returns, and build the auditable, PAS 7100-ready record that proves your due diligence to the OPSS. So your team stays on the fix.
Deep experience delivering recalls for some of the world's largest manufacturers. Operational from day one — no ramp-up, no learning curve.
A recall starts the clock. The regulator expects proof.
Under the General Product Safety Regulations 2005 and the PAS 7100:2022 code of practice, a recall is not a single announcement — it's an obligation to trace every affected customer, contact them with clear risk information, deliver their remedy, recover the product, and evidence every step. Miss customers, leave emails unopened, or fail to document your attempts, and you're exposed to non-compliance penalties and lasting reputational damage. esmart exists to close that gap completely.
You fix the product. We handle everyone affected by it.
A recall forces two very different jobs at once: engineer the corrective action, and manage thousands of customers to a regulator's standard. Those need different teams — most firms only have one. esmart takes the second job entirely.
- ·Diagnosing the fault
- ·Engineering the repair, replacement or modification
- ·Signing off the corrective action
- ·Your engineers, on the fix, undistracted
- →Tracing and contacting every affected customer
- →Booking returns, repairs and exchanges
- →Designing, printing and mailing remedy & pricing letters
- →Recovering the products from the field
- →Logging every action for the OPSS
One omni-channel programme. Everything customer-facing, handled.
Reach every affected customer — on every channel
We become your outbound desk. Omni-channel SMS, email and physical mail, all branded natively as you, each carrying a unique booking link so customers can schedule a return, repair or exchange in one tap. No unopened-email gap, and not a single contact for your team to chase.
Designed, printed and mailed — end to end
We don't just send your correspondence, we create it. esmart designs, prints and mails every customer communication — recall notices, remedy and pricing letters — branded as you and fulfilled in-house. One supplier, from first draft to the customer's doormat.
Communicate the remedy clearly
PAS 7100 requires explicit communication of customer remedies. We generate and physically fulfil personalised pricing and remedy letters end to end — so your staff aren't drafting and posting thousands of explanations of refunds, repairs and adjustments.
Close the returns loop
The collection, tracking and logistics of physical returns is what swamps an operations team mid-recall. We manage and recover the products from the field and keep the whole loop monitored.
Letterbox-verified delivery — for when a recall can't wait
For urgent safety recalls, we work directly with Royal Mail to track each notice along its entire journey — ending with a time-stamped photograph of your letter being delivered through the customer's letterbox. Not "posted." Delivered, evidenced and logged. It is the strongest proof of contact a regulator can be shown, and the clearest possible answer to "did the customer actually receive it?"
Prove your due diligence — to the doormat
We work alongside your internal communications and legal teams to build a fully auditable managed process: a time-stamped record of every contact attempt across every channel, including undeliverable returns and, for urgent recalls, photographic confirmation of letterbox delivery. Live campaign tracking shows reach and success rates in real time.
Advise your internal comms team
We work with and advise your in-house communications and legal teams throughout — aligning tone, timing and risk messaging — so the programme reads as your business, run to a specialist standard.
Full campaign reporting — within 24 hours of close
When the campaign closes, you receive a complete report within 24 hours: reach and response across every channel, returns status, and a flagged list of unreachable contacts — including invalid mobile numbers — so the right internal teams can escalate and follow up the customers who slipped through. Nothing is left unaccounted for.
One message, every channel — delivered with confidence.
Clean data in. Sharper data out.
Clean, validated, appropriate
We put your customer list through deduplication, address validation and gone-away and deceased suppression — so the campaign reaches real, current, appropriate recipients, and your spend isn't wasted on records that were never going to land.
Returns intelligence
When post comes back undeliverable, we don't discard it. Every returned item is captured into a returns database that enriches your customer records, suppresses repeat mailings to cut cost and avoid contacting people who shouldn't be, and time-stamps the attempt as evidence in your due-diligence record. The programme gets sharper as it runs.
You're not hiring software. You're appointing specialists.
A recall is not the moment to build a process from scratch. esmart is a specialist recall team that has already run programmes for some of the biggest manufacturers in the world — so we arrive with the playbook written, the infrastructure built and the capacity ready. There is no ramp-up and no learning curve. From the day you appoint us, we are notifying customers, managing remedies, handling returns and logging every action for the regulator.
We don't trade on client names — the manufacturers who trust us with a recall expect discretion, and so will you. The track record is real; the names stay confidential. That is how specialists at this level operate.
One coordinated programme, live within days.
Recall readiness consultation
We scope the affected products, customer base and regulatory obligations with your team.
Data preparation
We clean, validate and segment your customer database, ready for contact.
Omni-channel launch
Branded SMS, email and mail go out with unique booking links; remedies and returns begin.
Track, report & audit
Live tracking throughout, then a full campaign report within 24 hours of close — unreachable contacts and invalid mobiles flagged for your teams to escalate, all built for OPSS scrutiny.
Built for the people accountable when a recall lands.
Capacity and logistics, handled — so your team stays on the corrective action instead of the call centre.
Every affected customer reached across every channel, with the evidence to show it.
A defensible, auditable due-diligence trail aligned to GPSR 2005 and PAS 7100:2022.
Recall management, answered.
What does esmart do during a product recall? +
Does esmart support recalls under OPSS, GPSR 2005 and PAS 7100:2022? +
Which channels do you use to notify affected customers? +
Do you design and print the recall correspondence, or just send it? +
Can you prove a recall notice was actually delivered? +
How quickly can a recall campaign go live? +
What reporting do you provide after the campaign? +
Hand us the recall. Get your people back on the fix.
Book a Recall Readiness & Compliance Consultation with the esmart team. We'll map your obligations, your customer base and the fastest route to a compliant, fully tracked programme.
- → A confidential review of your recall scope and obligations
- → An omni-channel notification plan, ready to launch
- → Your audit-trail and due-diligence approach, mapped to PAS 7100
Thank you — your request is in.
A member of the esmart recall team will be in touch within one working day to arrange your Recall Readiness & Compliance Consultation.
If your recall is urgent, quote your reference when we speak so we can fast-track scoping.