Customer Service:Returns Authorization-Issuing a Returns Authorization

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Overview

  • Determine the issue a return, credit the customer, issue a narcotic return
  • Book a pick up via Loomis/Purolator or if this is an Atlas return
  • Who pays for the freight of the return
  • Where to locate the uniPHARM returns policy
  • Due to the returns policy changing and being updated it is recommended to always keep a copy of the most current copies of the returns policies at you desk.
  • You can locate the returns policies: \\SUPERSERVER\FormsGeneral\RETURNS
  • Please note that all three types of clients have different rules to follow.
  • Use worksheet to determine freight company used for the shareholder/customer Freight Worksheet

What Kind of Return

  • What kind of items are they returning?

(Narcotics, Pharmaceuticals (regular pharmaceuticals, fridge items, injectable, special orders that were originally purchased as regular stock), Home Healthcare, Front Store Items, Special Orders, and Promo Items)

  • Why are they needing to return the products?

(ordered in error, outdated, damaged, faulty, over shipped, overstock, incorrect item shipped, medical device return, products no longer needed due to patient passing).

  • What type of store are you talking to?

(shareholder, customer, associate member)

  • From this information you must determine if they can return the item, to see if we want it back, who pays the freight, where is the store located, do we need to arrange a pick up.
  • Is it a Web Return?

Web returns can be located on InfoNet on the Main page under the "Carrier Interface" column at the bottom and is listed as "Web Claims Requiring Waybills". https://infonet.unipharm.com/unipharm/in_caint07.pgm?rand=7631

  1. If the return is from an Intown store serviced by Atlas or Bowen Island Freight you can exclude the RA.
  2. If it is a store serviced by Purolator or Loomis book with the correct carrier, enter the waybill or PIN in the HotLine and check the entry in InfoNet as "Done"

Hotline Incident

1.Enter the person's name you are speaking to in Contact.

2.Determine what they are needing and enter the appropriate Problem/Resolution Codes (RTN/RMA, RTN/RCL, RTN/MDRTN, RTNARC/RMA).

Problem Resolution RTN RMA Regular return RTN RCL Return on recalled item (only recalls are coded like this) RTN MDRTN Return on Medical Devices that are faulty RTNARC RMA Return of Narcotics

3.If you are unsure of the correct code once again you can press 'F4' to pull up an appropriate menu for these codes

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4.Enter Notes

  • Shareholder In-town

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  • Customer In-town

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Out of Town Returns

A RMA for Out of Town stores is processed similarly to In Town stores except that when we take calls for returns from Out of Town Stores that require Loomis service or Purolator, Customer Service books a pick up via Loomis e- Solutions or Purolator e-Ship. NOTE - we are presently testing customers with Purolator and only a selected number of customers will be using Purolator. Please refer to Purolator-E-ship Oline for more information.

Website: http://www.loomisexpress.com/ca/wfTrackingForm.aspx

-e-Solutions

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Atlas - In-town Delivery to Another Location

Director of Distribution and Purchasing has approved to allow in-town stores to ship product to another store at no cost to the store. The store would have to request an RA from Customer Service and in turn, Customer Service will put the information in the notes of the Hotline and email to the DC group so that when the box comes back here it is in turn directly to the correct location.

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