Handling of Returned Goods

1.0 OBJECTIVE
To lay down a Procedure for handling of returned goods.
2.0 SCOPE
This SOP is applicable to Formulations Unit
3.0 RESPONSIBILITY
Assistant - Finished Goods
Sr.Executive Production
QA Executive
4.0 ACCOUNTABILITY
Manager - Ware house.
Manager - Production
GM - QA
5.0 PROCEDURE
5.1. CAUTION
5.1.1 Ensure that all returned products are handled in the following manner:
a) There are no mistakes in identity for products and batch numbers
b) Defective or substandard products should not get mixed with good products and become liable to be offered for sale;
c) The handling and disposition of returned products should not contravene any statutory requirements;
d) Complete documentation is available on all operations on returned products from receipt to final disposal.
5.2 Any goods which has returned from the market for any one of the following reasons is treated as a returned good.
I) Returned goods on advise of Drug Control / Regulatory Authorities from the market customers.
II) Returned stock from distribution office, due to
a) Date Expired Products
b) Damaged of Broken Primary Containers.
c) Leaky or Broken Seals of Closures of Primary Containers.
d) Mutilated or smudged labeling rendering the product unidentifiable of its name, or batch number.
e) Soiled labeling rendering the products unassailable or un-presentable aesthetically, but otherwise clearly identifiable for product name and batch number.
III) Recalled goods received as per 34GGO11 A.
IV) Returned goods for any voluntary reason.
5.3 The returned goods will be received by Finished Goods Warehouse. The stock will be placed in the Secured area under lock and key which is adequately segregated and labeled with the reason for return as per the reasons mentioned in 5.2 , by Assistant-Finished goods Assistant/ Sr.Executive - Production.
5.4 A description of the condition in which the goods will be entered in the Returned Good- Assessment Report by Assistant - Finished goods/ Sr.Executive Production.
5.5 The returned Good -Assessment Report will be sent to QA Executive. QA Executive will physically inspect the condition of the returned goods and enter his observations in the Returned Good - Assessment Report and send the report to GM - QA.
5.6 Based on the above observations , GM - QA will decide wether.
a) Re -Analysis is required to consider for reuse or rectification.
b) The material should be destroyed.
5.7 If re-analysis is required, the QA Executive will send the Returned Good- Assessment Report to QC Executive for arranging for sampling and analysis of the material.
5.8 QC will collect sufficient sample (Sufficient to perform 3 analysis) individually from each container if required or a representative sample from all the containers as per the requirement of the parameters to be checked.
5.9 The QC will test the material as per the laid down specifications.
5.10 An analytical Report with relevant details will be prepared by QC Executive to explore the possibilities of consideration for reuse / destruction.
5.11 Based on the analytical report, GM - QA decides whether the returned good can be reused or destroyed.
5.12 The Return Good - Assessment Report will be approved by GM - QA.
5.13 The Report is then sent to the Ware House - Manager who will prepare and co-ordinate for the action plans drawn (including the Central excise activities).The action plan should be approved by GM - QA.
5.14 QA will monitor action plan throughout the operations till the returned good is re- worked or disposed off.
5.15 In case of destruction, the ‘Return good - Disposal record’ shall be filled in the format (user should prepare a separate Annexure) and filed with QA along with Return Good - Assessment Report.
5.16 The Product Assessment Report along with Returned Good Assessment Report should be sent to V.P -Formulations for his authorization and the same shall be filed with QA.