SOP on Handling of Returned Goods
Objective : To lay down the procedure for handling of returned goods from customer.
Scope : This SOP is applicable for handling of returned goods in Formulation.
Responsibility:
Executive / Manager – Warehouse / Excise
Executive / Manager – Quality Assurance.
Executive / Manager – Quality Control.
Executive / Manager – Production.
Accountability : Head QA shall be accountable for compliance of the SOP.
Procedure
For Re-labeling, Re-packaging and Cancellation of Order.
Warehouse person shall quarantine the returned goods in FG storage area and enter the details in the Goods Returned Inward Register as per current version.
Warehouse personnel shall fill the details in Sales Return Note and inform to QA for Inspection.
In the mean time Warehouse personnel shall inform to Central Excise Authorities as per the direction of Central Excise Rules.
On sales return information, QA shall inspect the consignment to check the integrity and impact of transportation conditions and write comments / remarks on sales return note.
Warehouse / excise department shall send a copy of sales return note to production, QC and QA.
In case if there is any doubt on the quality of material, sampling shall be done prior to reprocessing & rework only after shifting the material to its respective sampling area.
While doing Re-packing and Re-labeling the manufacturing and expiry / retest date shall remain the same as that of original batch.
In case of damaged container if contamination of extraneous matter is observed then material shall be reprocessed or reworked as recommended by QA.
If material packing/seals are intact then sampling shall be done after re-packaging/re-labeling.
Production shall inform to QC to draw sample from returned material as per current version of SOP on Sampling of Finished Product.
QA shall review the Return Material Analysis Report and shall provide the review comments.
If returned material is meeting the specification then Head QA shall approve the Return Material Analysis Repot and shall provide comments for further action.
Return Due to Quality Failure
Repeat the above steps.
QC shall perform critical test as well as specific test (on which the customer had rejected the material) on sample of returned material and record the results in the Return Material Analysis Report as per current version.
QA Incharge shall review the Return Material Analysis Report for further action.
If returned material is meeting the specification then in charge QC shall give comments on the Return Material Analysis Repot and shall provide comments to Head QA for further action.
Based on review comments by QA Incharge Head QA shall provide final decision on Approval/Rejection.
List of Annexure
Goods Return Inward Record
Sales Return Note
Return Material Analysis Report