I received an email from a customer asking whether one of the products I sell is non-GMO, even though it doesn’t say so on the packaging. I reached out to the brand, and they confirmed that all their products are non-GMO since they’re organic. However, this specific product isn’t “Non-GMO Project Verified” because they couldn’t submit some required documentation for the certification. I also noticed that I mistakenly included the “Non-GMO Project Verified” logo on the listing.
Should I explain all of this, or is there a better way to handle the situation?
If someone could help me draft a response, that would be really helpful. For context, the product in question is corn flour.
Amazon typically sends this type of email to all sellers on a listing. If you’re unsure of the answer, there’s no need to take any action. However, if you’re referring to a message from a customer in your Seller Central, you can simply select ‘no response needed.’
If it’s an email only then no need to reply because when any customer asks question related to a product on amazon, Amazon sends that question to all sellers on listing so that If anyone knows the answer, he can reply, but it’s not mandatory to reply.
As the manufacturer has confirmed that it is non-GMO, you can reply to say that it is non-GMO and leave it at that. Do not say anything about the non-GMO Verified. All that is is an independent verification which was not asked about.
Your response should be “Thank you for your query. Having consulted with the manufacturer, they have confirmed that the product is organic and non-GMO”.
If the question was "Has this product been independently verified as non-GMO, clearly you would not be able to say that.
It’s in the top right corner - look for the message icon. For future reference, you might use this response:
Hi,
Thank you so much for reaching out to us. I hope you and your loved ones are doing well.
I wanted to clarify that while this particular corn flour is not currently “Non-GMO Project Verified,” it is non-GMO as it is organic. We are actively working on obtaining this certification for this product to meet our high standards and your expectations.
Rest assured, all other products from our brand are certified non-GMO. We appreciate your interest and are here to assist with any questions or concerns you might have. Your satisfaction is very important to us.
Thank you again for reaching out. Have a lovely week, take care, and stay well!
