What should I do when official product sources disagree about a specification?

First check whether both sources refer to the same product. Write down the full model number, variant or size, and any other identifier shown on the product or its packaging. Note the exact wording of each claim, where you found it, and any revision, publication, or access date shown. Save a copy or screenshot for your records.

Do not silently substitute one value for the other. A page may describe a different variant or document revision, but that is a possibility to check—not an explanation to assume. For full-size cribs, CPSC guidance identifies the manufacturer or importer, model name or number, and manufacture date as product-label information; it also says applicable standards can depend on when the product was manufactured or imported. That guidance is specific to cribs, not a general rule for all products. [S1]

Keep the log short, factual, and easy to scan. Separate what each source says from your questions or assumptions. For example, using fictional placeholders:

Product: [brand], [model/variant], [identifier] Source A: [page or document title], dated [date or “not shown”] Claim A: “[exact specification and unit]” Source B: [manual or document title], dated [date or “not shown”] Claim B: “[exact specification and unit]” Where they differ: [plain-language description] Checked: [date]; [model identifiers match / unclear] Still unknown: [which value applies to this exact variant, and whether either document has been superseded]

Copy the claims exactly, including units and qualifiers such as “maximum,” “approximate,” or “for model X.” If you cannot tell whether the documents cover the same version, record that as unknown rather than filling the gap yourself.

Start with the seller and send the log with a neutral request. Ask them to identify the source they are relying on for your exact model or variant, confirm whether the documents refer to the same version, and clarify which specification applies. Avoid framing one claim as correct or asking only for confirmation of your preferred value.

If the seller does not resolve the question, write to the manufacturer. The FTC advises contacting the seller first and, if the issue is not resolved, writing to the manufacturer. It also recommends keeping copies of warranty documents and receipts. [S2] This supports a cautious escalation and record-keeping approach, but does not explain how to reconcile conflicting specifications or say which source takes precedence. [S2]

Copyable message:

“Hello, I’m checking the specification for [brand, exact model/variant, identifier]. [Source A] says [claim A], while [Source B] says [claim B]. Could you confirm which specification applies to this exact version and identify the relevant document or revision? If the answer depends on another detail, please tell me what to check. I’ve attached [relevant page/photo/document]. Thank you.”

Reply with the specific unresolved point and ask for a written clarification tied to the exact model and variant. For example: “Thanks. I still can’t tell whether [claim A] or [claim B] applies to [identifier]. Could you point me to the document and revision that cover it?” Keep the reply with your log, along with any relevant receipt or warranty paperwork. [S2]

If no one gives a clear answer, leave the discrepancy marked unresolved. Do not present either value as verified or make a decision that depends on the disputed specification until you have suitable clarification. The cited guidance supports recording product identifiers in a specific crib context and a seller-then-manufacturer contact path; it does not establish a universal hierarchy among product pages, manuals, or labels. [S1] [S2]