Managing comments during a product recall
Your product has been recalled and customers are flooding every post. Here's how to moderate the comment section while maintaining trust and meeting your legal obligations.
Get Protection NowProduct recalls turn every old post into a complaint magnet
During a recall, customers do not just comment on the recall announcement. They flood every recent post — product ads, organic content, stories — with complaints, questions, and anger. Every comment section on your account becomes a customer service channel overnight.
Normal comment volume during a recall
What goes wrong during a product recall
Every post becomes a complaint magnet
Customers comment on whichever post they see first — not just the recall announcement. Your most recent ad may have 500 recall-related comments.
Legal obligations around recall information
Depending on your jurisdiction, you may be legally required to keep certain recall information visible in your comment sections. Hiding legitimate customer safety concerns can create legal exposure.
Customers need immediate answers
Recall-related questions are urgent: "Is my product affected?" "How do I get a refund?" "Is this safe?" Unanswered questions during a recall erode trust faster than any other scenario.
Scammers exploit the recall
Scam accounts post fake recall hotline numbers, phishing links to "check if your product is affected," and fake refund forms. These must be hidden immediately.
Four phases of product recallmoderation
Pin recall information everywhere
Pin a comment with recall details (affected products, refund process, official hotline) on every recent post. Make this information impossible to miss.
Enable recall-specific auto-replies
Set up FeedGuardians auto-reply for the top 10 recall questions: "Is my batch affected?", "How do I get a refund?", "Where do I return it?", etc. Immediate answers reduce panic.
Hide scams, keep complaints
Aggressively hide scam accounts posting fake hotlines and phishing links. Keep legitimate customer complaints and questions visible — hiding them during a recall is legally and ethically wrong.
Transition to normal with ongoing monitoring
As the recall process resolves, gradually return moderation to normal levels. Keep auto-reply active for recall questions until the process is fully closed.
The product recall rule set
- 01Pin recall FAQ on every active post and ad
- 02Auto-reply for top 10 recall questions
- 03Aggressive scam detection (fake hotlines, phishing links, fake refund forms)
- 04Keep legitimate complaints and questions visible
- 05Daily reporting on recall comment volume and top questions
- 06Legal review of moderation rules to ensure compliance
Product Recall questions
You should hide only comments that are scams, contain false information about the recall, or are threatening. Legitimate customer complaints and questions about the recall should stay visible. Hiding them can create legal exposure and erode trust.
Consider it — running ads during a recall can attract angry comments from customers who see the ad before the recall announcement. If ads continue, ensure every ad has the recall FAQ pinned as the top comment.
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