Handling of Return Goods SOP
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1.0
PURPOSE:
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1.1.
To
ensure proper receipt, handling and disposal of return goods from Customers.
2.1. This procedure applies to
handling of returned finished goods from whole sale or retail distributors.
3.1. Quality Control Manager.
3.2. Quality Assurance Manager.
3.3. Production Manager.
3.4. Inventory Control Manager.
3.5. Marketing Manager.
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4.0 PROCEDURE:
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1.1. Pharmaceuticals distributors/ Marketing Department
Representative fill out RGR (Return Goods Report) describing the following and
send to Marketing along with Bilty Form (TR).
• Product
Returned
• Product
Batch number
• Pack
size
• Number
of units Returned
• Reason
for Return
• Transporter
Name
• Transporter’s
Receipt number (T.R. No.)
1.2. Marketing
department send the above forms to the Inventory Control at the Plant.
1.3. The
Inventory Control Manager receives the Rejected & Returned Products along
with the form. Count carefully in the
presence of person carrying the product with quantities mentioned in Returned
goods form and acknowledge by filling the same form, and note down the
particular in the Rejected & Returned Products Log. The Inventory Control
Manager, if find any discrepancy will note down in the form and keep one copy
of same form in his record.
1.4. Segregation
of Rejected & Returned Products:
1.4.1. After
receipt of the Rejected & Returned Products the Inventory Control
Manager
immediately informs the designated Quality Assurance Officer.
1.4.2. The
designated Quality Assurance Officer preliminarily inspects the Rejected
&
Returned product and get the Rejected & Returned product sorted out in
terms of
product identification and quantity through Inventory Control
Officer
and notes down the particulars in the Returned Product Segregation
Log.
1.5. In
case of Re-packing (the expiry date of product should be more than six month on
the Rejected & Returned Product), Quality Assurance Officer prepares 2
copies of Re-Pack Advice Note duly signed by the Quality Control Manager. The
designated Quality Assurance Officer issues reference number to the Re-Pack
advice Note in Re-Process / Re-Pack / Destruction Advice Log and sends one copy
to the Production Manager and the second copy is kept in Quality Assurance
Department. Production Manager asks the concerned production officer to get all
the label, unit carton and outer cartons stamped.
1.6. In
case of Destruction (expiry date of the product should be less than six months
on the Rejected & Returned Products), Quality Assurance Officer prepares 2
copies of Destruction Note duly signed by the Quality Control Manager. The
designated Quality Control Officer issues reference number to the Destruction
Note in Re-Process / Re-Pack / Destruction Log and sends one copy to the
Incharge Rejected & Returned Product Store and the second copy is kept in
Quality Control Department.
1.7. Processing
of Products:
1.7.1. After
receipt of the Re-Pack Advice Note the Production Manager asks the
concerned
Production Officer to collect Rejected & Returned products from
the Store.
4.7.2. The
concerned Production Officer collects the Rejected & Returned Products
and signs
both copies of the Re-Pack Advice Note and gives back the counter
copy to
the designated Quality Control Officer.
4.7.3. In
case of destruction Advice Note, the designated Quality Control Officer
arranges
disposal of the Rejected & Returned Products with Inventory Control
Manager.
4.7.4. Quality
Control Officer fills out office use portion of RGR form in triplicate.
The form is
reviewed and verified by Plant Manager then forwarded to
Marketing
Department for processing the claim. One copy of RGR and NCR
F-07-009
is retained in QC records.
4.7.5. Return
Goods received as a result of Product Recall are handled per
SOP-07-013.
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5.0
REVIEW FREQUENCY:
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SOP will be reviewed at least annually.
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EVIDENCES OF RECORDS & REFERENCES
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Return Good Report. (F-06-007)
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FORMAL KPIs (Key Performance Indicators)
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Retrieval and access is easy and possible as
and when required.
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GENERAL RISKS
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CONTROL MEASURES
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CUSTODIAN
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Risks
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Impact
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RGR not filled on time and with proper
Information.
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Misunderstanding creates between different
Departments.
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Fill the RGR by authenticated information and
under the supervision of QA person.
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QA Officer
QA Manager
Store Incharge
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