Handling of Return Goods SOP


Handling of Return Goods SOP


1.0   PURPOSE:

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.

4.0    PROCEDURE:

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.

5.0    REVIEW FREQUENCY:

SOP will be reviewed at least annually.



EVIDENCES OF RECORDS & REFERENCES
Return Good Report. (F-06-007)
FORMAL KPIs (Key Performance Indicators)
Retrieval and access is easy and possible as and when required.
GENERAL RISKS
CONTROL MEASURES

CUSTODIAN
Risks
Impact



RGR not filled on time and with proper Information.
Misunderstanding creates between different Departments.
Fill the RGR by authenticated information and under the supervision of QA person.
QA Officer
QA Manager
Store Incharge





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