Supply'd's Smart Recall System helps you quickly identify and notify affected customers during a product recall, ensuring fast, accurate, and compliant communication.
Supply'd's Smart Recall System is designed to simplify and streamline the product recall process for suppliers and distributors. In the event of a recall, the system helps you quickly identify affected products, trace where they were sent, and notify customers with clear, compliant messaging. This ensures fast action, reduces risk, and protects your brand while maintaining customer trust. With automation and easy-to-use tools, Supply’d makes what can be a stressful process faster, safer, and more efficient.
With Smart Recall in Supply’d, you can quickly and accurately manage product recalls. The feature gives you full traceability and easy tools to act fast when issues arise:
Batch Tracking: Select a batch and instantly trace where it has been used in production or sold to customers.
Production Visibility: See which production runs included that batch, so you know exactly what products are affected.
Batch Write-Off: Write off faulty or unsafe batches with just a few clicks, ensuring they can’t be used or shipped.
Customer Impact List: View a clear list of all customers who received products linked to the affected batch.
Direct Communication: Send bulk emails to those impacted customers directly from Supply’d, helping you notify them quickly and professionally.
Smart Recall helps protect your customers, reduce risks, and make recall management simple and efficient. It’s fast, accurate, and takes the guesswork out of recalls.
This document will guide you step-by-step through the recall process.
To view the Recalls page, select Inventory from the main menu, then click on the Recalls tab. You’ll see a list of all Batch Recalls you’ve created, including the Product, Recall Number, Batch and the Date of the recall, along with a colour-coded status to show progress at a glance.
The progress of each receive is clearly shown using colour-coded status labels.
- The products is in the process of being recalled.
- The product has been recalled, production stopped for affected runs, product written-off and customers notified.
Clicking on a recall on the list will open details of the recall. You will see three tabs on this page - About, Production and Orders.
About
The About tab gives you an overview of the recall and contains the key details you need to track it.
It includes:
Product name: The item being recalled.
Recalled batch number: The exact batch identified as faulty or unsafe.
Recall date: When the recall was initiated.
Value of goods: The cost or value of the affected stock.
Finalised date: The date the recall was completed.
Below these details, you’ll also see the Recall Checklist, which guides you step-by-step through the actions required to complete the recall.
Production
The Production tabshows all production runs that used the affected batch. This helps you trace exactly where the faulty ingredient or product was used during manufacturing.
From this tab, you can:
Identify impacted runs: See which finished goods were produced with the recalled batch.
Take bulk actions: For completed runs, you can write off batches so they can’t be sold or shipped. For incomplete runs, you can unassign the batch to stop it from being used further.
Save time: Bulk actions let you handle multiple runs at once, making the recall process faster and more efficient.
This tab ensures that all affected production is quickly isolated and managed to prevent unsafe products from reaching customers.
Orders
The Orders tab lists every customer who received products linked to the recalled batch. This gives you a clear picture of who has been affected and ensures you can take the right action quickly.
From this tab, you can:
View impacted customers: See exactly which customers received the recalled product or goods made with it.
Send notifications: Use the bulk email tool to notify all impacted customers directly from Supply’d, ensuring fast and professional communication.
Keep records: Each notification and recall step is logged, helping you stay compliant with recall requirements.
Together with the Production tab (where you isolate the faulty runs), the Orders tab helps close the loop by making sure customers are informed and unsafe products are removed from circulation.
Adding a Recall
1
Go to the Recalls Page
Select Inventory from the main menu, then open the Recalls tab.
2
Click Add +
Click Add + in the top right to create a new recall.
The Smart Recall form will open.
3
Select Affected Product & Batch
Product* [required field]
Begin typing in the Product field, and a list will appear allowing you to select the product you want to recall.
Once the product is selected, an additional field - Batch - will appear.
Batch* [required field]
Click the Batch field to view a list of batch numbers for the selected product, then choose the batch you need to recall.
Click to begin the recall process.
The details will open with a checklist and the product will appear on the Batch Recalls list with the status as .
Work through the checklist, as follows in the next steps:
4
Stop & Reassign Active Production Runs
If the recalled product is a Production Product, ie. something you make, or if it's an ingredient used in something you produce, it might already be assigned to active production runs. In that case, you'll need to check those runs.
If they haven’t started yet, stop them before the recalled batch is used.
If they’ve already started, you will need to restart the run with a safe batch or make other adjustments to prevent the affected product from being used.
Clicking on the View Production Runs link (circled in red in the screenshot above) takes you to the Production tab, where you can view any affected production runs.
Review the Production Runs
Look at the production runs listed. There are two types:
Incomplete runs → these have no completed date or value of goods.
Complete runs → these will show a completed date or value of goods.
Choose the correct Bulk Action:
For Incomplete runs, select Unassign Batches.
For Complete runs, select Write Off Batches (too late to unassign).
In the below example, flour is being recalled. This is used in our Honey Cakes, Strawberry Cake and Choc Chip Cookies so they will show in the list and will also need to be recalled.
Bulk Unassign
To unassign batches from incomplete production runs, check the boxes next to the affected products, click the button, and select Unassign Batches. You’ll be asked to confirm.
This bulk action is especially useful when managing multiple affected runs, saving time and reducing errors.
Ticking the box to the left of the Actions button will select all products in the list -
Bulk Write Off Batches
To write off batches from completed production runs, check the boxes to the left of the runs you want to write-off, then click and select Write-Off Batches. You’ll be asked to confirm before proceeding.
You will be asked to confirm.
If the product is one you simply buy and sell, there won’t be any production runs, so you can proceed to the next step.
5
Write Off Affected Inventory
This will list any inventory that needs to be removed and written off.
eg. Complete the following write-offs:
W1225
Clicking on a write-off number will take you to the Edit Write-Off screen for that specific product batch. The product and available quantity will be automatically filled in for you.
Although the example above is simple, write-offs may involve ingredients, finished items, and production runs. In these cases, the list will include not only the written-off ingredients and items, but also any completed production runs that were written off in the previous step. This ensures all written-off inventory is grouped together in the same write-off record.
In our example, all of the recalled flour has already been used so it does not appear on the list.
Clicking the three dots next to the item opens a menu with the option to Remove Item, allowing you to exclude it from the recall. You will be asked to confirm.
Click to write-off the batch of inventory. You will be asked to confirm.
Be sure to physically remove any affected stock from your shelves or storage areas to prevent it from being used or sold. Properly disposing of or isolating recalled items is an important step in completing the recall process.
Additional Options
Clicking on the 3 dots in the top right will provide you with the following options:
Finalise Write Off: An alternative to the button.
Remove: Will remove the write off. You will be asked to confirm.
6
Reassign & Re-Pick Unsent Sales Orders
Sales orders that haven't been sent to customers may include the affected batch and/or its derivatives. Depending on where these orders are at in the pick-pack-dispatch process they will need to be pulled out and repacked, or, if they have not yet been picked, have their batches reassigned.
Clicking on the View Sales Order link takes you to the Orders tab, where you can view any affected orders.
In this example, order #SO328363 hasn’t been picked or shipped yet, so new batches will need to be assigned to the order items. If the order had already been picked, it would need to be re-picked with a different batch.
Batches can be unassigned manually or in bulk, see the Bulk Actions section below for details.
Order SO328362 has been completed and SOSH-1075 has already shipped, so the customers will need to be notified in these cases (see step 4).
Bulk Actions
Select any orders that have not yet shipped or been completed. Click on and select Unassign Batches to remove the assigned batches.
You will be asked to confirm.
7
Notify Affected Customers
If any of the affected batch or its derivatives has already been sent to customers, they will need to be notified to dispose of the product.
Bulk Notification
On the Affected Sales Orders page, select any orders that have been shipped or completed, Click on and select Notify Customers.
This automatically sends email notifications about the recall to affected customers for orders that have already been dispatched.
The other option on the actions menu - Download Contacts - will save a spreadsheet of affected customers, including all their contact details, to your computer.
Two statuses will now appear next to the product - and (or, for completed orders, and ).
Individual Notification
Clicking the Download Customer Contacts link will save a spreadsheet of affected customers, including all their contact details, to your computer, making it easy to notify them about the recall.
You can also download these details by clicking on the 3 dots on the Orders screen and selecting Download Contacts.
8
Finalise the Recall
Once all checklist steps are complete, open the product details under the About tab. Click the 3 dots in the top right and select Finalise Recall.
You will be asked to confirm.
Filtering the Recalls List
On the Recalls page, the 3 lines next to the 3 dots in the top right let you filter the Recalls list, while the magnifying glass allows you to search for specific recall number.
Clicking the 3 lines opens the Filter Recalls form, giving you access to all available filtering options.
Recall Status
Select one or more statuses to filter the list by.
Location
Select the location(s) you would like to filter by.
Product
Select the product(s) you would like to filter by.
Category
Choose the category, or categories, you would like to filter by.
Click to view the list based on your selected criteria.
- The products is in the process of being recalled.
- The product has been recalled, production stopped for affected runs, product written-off and customers notified. 
button, and select Unassign Batches. You’ll be asked to confirm.
and select Write-Off Batches. You’ll be asked to confirm before proceeding.
to view the list based on your selected criteria.