Our business operates to GMPs for Medicinal and Food Supplement Products. We have within our Quality System, procedures for the return of products from customers.
These procedures document the processes undertaken within the Distribution Centre where the return is physical received and logged back onto our ERP system. Additionally we have procedures for the Quality Assurance processes, which conduct inspection and assessment of the products to determine their fate.
These procedures are predominantly used for returns from retail customers (e.g. supermarkets or pharmacy chains).
We have separate procedures for Customer Complaints (including return of product) and Pharmacovigilance (Adverse Drug Reaction Reporting).
All of the above systems are requirements of Medicinal and Food Laws (not driven by ISO).
The procedures are very beneficial to business processes and tie into the function of our ERP, Product Life-Cycle Management & Issues (Non-Conformance) Management systems.