How BIOCARD handles deviations
If a shipment does not go as planned, the next step is to preserve the facts, investigate the case and agree what happens to the cargo.
Start with the shipment number and evidence
Contact your account manager with the order number, date and circumstances in which the issue was discovered. Send photographs, any damage report and a copy of the forwarding receipt or waybill. For a temperature concern, include the available logger data.
If a problem is visible at delivery, record it during acceptance in the driver's presence where possible. The claims guide lists the evidence and formal notification deadlines.
Investigation by the quality department
The manager registers the claim and passes it to quality. The investigation uses the shipment record, temperature data and supporting documents. The manager communicates the outcome based on the quality department's findings.
BIOCARD acknowledges a claim within a business day and sends the review outcome within 15 business days. A detailed report is provided on request, also within 15 business days. The obligations and procedures for a particular shipment are defined by the applicable contract and order.
The product decision belongs to its owner
The owner decides whether the product may be used, returned or otherwise handled, following its quality procedure. BIOCARD supplies available temperature records, reports, photographs and acceptance documents to support that decision. A logger alarm is evidence to assess, rather than a standalone decision on product fitness.
Discuss any proposed disposal with the manager so that the scope, required permissions and supporting documents can be checked for the particular case.
How to arrange a return
Send a request to your account manager stating the cargo name, sender's address and contact, required temperature and desired collection dates. The collection date is agreed with the sender.
The returned cargo travels with waybills and a document explaining the basis for return. Clinical trial materials also need an inventory. After receipt and checking, returned products are held in quarantine under the required temperature conditions, and return-confirmation documents are supplied. The owner decides their subsequent use or disposal.
Temperature records and reporting
SmartSensor records temperature every minute. Data is read when a nearby phone or hub can connect over Bluetooth; there is no continuous transmission throughout the journey. The SafePack PDF appears in the client account's Files tab after it has been attached to the order.
See how to read the temperature report and BIOCARD's quality documents. If a report is missing, send the shipment number to your manager.