Customer service & returns · Medical & dental supply
Trace recalls and close returns on record.
A recall lands, and the team must trace every lot to the facilities that received it. Miss one and the device stays on the shelf.
The reality
A recall is a lot-traceability problem.
A Class II recall comes in on a specific lot of a sterilization indicator, and the team has to pull shipment history, find every facility that received that lot, notify each one, generate RMAs for the returns, and report back to the recalling manufacturer — all with a documented chain because this is a regulated return, not a convenience credit. Done by hand across the ERP, the lot records, and the recall notice, it's slow and easy to under-trace.
The operator owns the resolution. It reads the recall notice, traces the affected lots through shipment history to every receiving facility, notifies each one, issues the RMAs, drives the returns, and reports quantities on hand and units recovered back to the manufacturer with the documented chain — so every unit is accounted for and the recall record is complete.
How the operator runs customer service & returns
Recall RC-2031 · Lot trace
tracing- Class II recall — lot 8841-A
- Shipment history pulled
- 14 facilities received lot — notifying
01Trace the affected lots
Reads the recall notice and traces the lot through shipment history to every receiving facility.
RMA batch RC-2031 · Returns
issuing- RMAs generated for 14 facilities
- Return labels and instructions sent
- Units recovered — 9 of 14 returned
02Issue the RMAs
Generates an RMA for each affected facility and drives the return of every recalled unit.
Report RC-2031 · Manufacturer
filing- Disposition documented per unit
- Traceability chain complete
- Manufacturer report filed — recall closed
03Report back to the manufacturer
Files the manufacturer report with the documented chain and closes the recall on record.
The outcome
50% less time on returns and complaint handling
Compliant resolution of every clinical issue
- Every affected lot traced to every receiving facility
- RMAs issued and units recovered with a documented chain
- Manufacturer report filed with quantities and dispositions, recall closed on record
Common questions
Customer service & returns
- What does the Customer service & returns operator do?
- The operator owns the resolution. It reads the recall notice, traces the affected lots through shipment history to every receiving facility, notifies each one, issues the RMAs, drives the returns, and reports quantities on hand and units recovered back to the manufacturer with the documented chain — so every unit is accounted for and the recall record is complete.
- What impact does the Customer service & returns operator have?
- 50% less time on returns and complaint handling. Compliant resolution of every clinical issue
- How does the Customer service & returns operator work?
- Reads the recall notice and traces the lot through shipment history to every receiving facility. Generates an RMA for each affected facility and drives the return of every recalled unit. Files the manufacturer report with the documented chain and closes the recall on record.
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