How Eldris Handles Authority Requests About Your Product

Eldris logs authority requests about your product and tells you of authority post to its EU address within 24 hours. The law requires the Responsible Person to answer a reasoned request, under Article 4(3)(b) of Regulation (EU) 2019/1020. Eldris answers a formal request with an initial response within 10 working days and consults you before any substantive reply.

What does the law say about authority requests?

The Responsible Person must answer a reasoned request from a market surveillance authority. Article 4(3)(b) has it give all the details and documents needed to show the product conforms. The text sets no deadline for authority requests.

So the 10 working days is Eldris's own promise. The answer must be in a language the authority can easily understand.

Article 4 applies to products under the acts listed in its Article 4(5). They include toys, radio equipment and electrical equipment within certain voltage limits.

For consumer products under the GPSR, Article 16(1) of Regulation (EU) 2023/988 applies the same tasks. You may not place such a product on the EU market unless an economic operator established in the EU is responsible for them. That operator is the Responsible Person.

Cosmetics follow their own rule, in Regulation (EC) No 1223/2009. Under its Article 5(3), the cosmetics Responsible Person also answers a reasoned request. It gives the details and documents needed to show that specific aspects of the product conform.

Answering requests is one of the tasks in Article 4(3). The full set of Responsible Person duties has its own guide.

How does Eldris handle authority requests, step by step?

Eldris handles two kinds of authority requests: post to its EU address, and formal information requests. It logs what arrives and tells you. It replies on your behalf, but only after consulting you on anything substantive.

1. Post arrives. Eldris receives and logs authority post at its EU address. That address is EldrisAi OÜ, Ruunaoja tn 3, 11415 Tallinn, Estonia. Eldris tells you within 24 hours.
2. A formal request arrives. An EU market surveillance authority sends a formal information request about your product. Eldris responds on your behalf, using the files in your portal.
3. The first reply goes out. Eldris sends the initial response within 10 working days. That is its own service promise, not a deadline set by Article 4.
4. You stay informed. Eldris copies you on all correspondence. It consults you before it sends any substantive response.

The monthly plan pays for replies to authority requests. It also pays for Eldris's address on your label and listings.

Its prices sit in the service page pricing section. The service page sets out the same handling for EU authorities.

Why do some answers have to come from you?

Some questions in authority requests are yours to answer as the seller. So Eldris needs to reach you fast. That is why sign-up asks for a phone number as well as an email address.

Your own duties as manufacturer stay with you, whoever your Responsible Person is. For GPSR products, Article 9(2) has you carry out the internal risk analysis. You also draw up the technical documentation.

Under Article 9(3), you keep those records for the authorities for 10 years after placing the product on the market. Those records are yours. So a reply that needs them depends on you supplying them through the portal.

Eldris's terms also set the limits of its role. Eldris gives no legal, tax or product safety testing services. Its role does not extend to checking product safety or compliance with product-specific rules.

So safety evidence comes from you, through the files you supply in the portal. Eldris deals with the authority and consults you before any substantive reply. Even so, it answers from what you have supplied.

What should your portal hold before authority requests arrive?

Before any authority asks, keep accurate, complete product details and safety files in your portal. Eldris answers authority requests from the files held there. A gap in the portal becomes a gap in the reply.

Supplying those details is your duty under Eldris's terms. They cover descriptions, ingredients where they apply, and safety files.

You need no documents before payment. You add product details through the portal afterwards.

Article 4(3)(b) wants your documents in a language the authority can easily understand. So the versions you upload are the ones a reply can use.

Your Declarations of Conformity and technical files are not part of the appointment. You or your test laboratory keep those. Know where they are, so you can supply them if a request needs them.

The portal keeps your certificates and the log of authority post and replies. You can see past authority requests there at any time.

For cosmetics, the appointment does not produce the safety report or the product information file. The cosmetics FAQ explains that side.

What changes when a product presents a risk?

The law then asks the Responsible Person for more than a reply. Under Article 4(3)(c), it tells the authorities when it has reason to believe a product presents a risk. Under Article 4(3)(d), it cooperates with them, including making sure corrective action happens.

These tasks sit beside your duties as manufacturer, not in place of them. Article 4(3) leaves in place the duties that the product's own law gives economic operators. Its text for point (c) sets no hour or day limit.

Point (d) covers corrective action the authorities require. It also covers action the Responsible Person takes on its own initiative. That applies where it believes the product presents a risk.

Eldris's terms ask you to tell Eldris promptly of safety incidents and recalls. That way Eldris hears of a problem from you.

Each Member State sets the penalties, under Article 41 of Regulation (EU) 2019/1020. For the GPSR, Article 44 requires them to be effective, proportionate and dissuasive.

The guide to what happens before customs seize stock covers the border. The short answer sits in the Responsible Person FAQ. A new appointment starts at onboarding.

Frequently asked questions

Are replies to authority requests part of the monthly plan?

Yes, the monthly plan buys replies to authority requests for you. It also buys Eldris's address on your label and listings, and the portal that holds your certificates. Your appointment stays active for as long as the plan runs, and the service page sets out each plan's price by SKU count.

Is 10 working days a legal deadline?

No, it is Eldris's own promise for the first reply it gives to a formal information request. Article 4(3)(b) of Regulation (EU) 2019/1020 requires the Responsible Person to answer a reasoned request, but its text sets no deadline. The 24 hours for telling you about authority post is Eldris's own promise too.

Where is the record of past authority requests?

It is in your portal, which keeps the log of authority post and replies next to your certificates. You can view that log at any time, and see what each authority asked and what went back. Eldris also copies you on all correspondence and consults you before it sends any substantive response.

Which Eldris address receives authority post?

For EU markets, it is Eldris's registered address: EldrisAi OÜ, Ruunaoja tn 3, 11415 Tallinn, Estonia. The address appears on your packaging, in Amazon Seller Central compliance fields and on marketplace listings while your monthly plan runs. Eldris receives and logs authority post that arrives there, and tells you within 24 hours.

What if a safety issue or an inquiry reaches me directly?

Tell Eldris promptly, as its terms ask you to report any product safety incident, recall or regulatory inquiry to it. Keep your portal current as well, since Eldris answers a formal request from the files held there. That way its reply can draw on the accurate, complete product details your terms ask you to supply.

Does Eldris answer authority requests about cosmetics too?

Yes, Eldris answers them as your Responsible Person for cosmetics. Its terms name it as the EU Responsible Person for cosmetics under Regulation (EC) No 1223/2009, as well as for general consumer products. Article 5(3) has it answer a reasoned request with the files that show specific aspects of the product conform.

In what language must the documents be?

In a language the authority can easily understand: that is the test in Article 4(3)(b) of Regulation (EU) 2019/1020. Eldris answers from the files in your portal, so the versions you supply there are the ones a reply can use. So it helps to upload them before any request comes in.