Recalls

Where to find it: Sidebar > Products > Quality and recalls

Who can do it: Manage batch recalls

11.1 FDA Ghana Recall Classes

The FDA Ghana recall guideline sets these timings. The business chooses the class and carries out the recall.

11.2 Starting a Recall

1. Open the batch in Batches and trace or on its quality page and click Start a recall
2. Choose the FDA Ghana recall class. Class II is selected by default
3. Enter the Reason for the recall
4. Click Start a recall and confirm

Opening the recall immediately quarantines all remaining stock of the batch at every location. The till, invoices and job deliveries skip it. Later returns of that batch also come back quarantined.

Only a finished, batch-tracked batch with good output can be recalled. Older output that was not batch tracked cannot identify its remaining lot or customers; turn on batch tracking in Inventory before producing future output.

11.3 Deadlines

The recall page shows two cards:

• Start the recall within … — Done once the first notice is recorded, otherwise Due or Overdue
• Bring the stock back within … — with the recovery deadline

Home lists open recalls with the next deadline. Deadlines never move, even if the recall is reopened.

11.4 Who Has It

The figures show Made, Sold, Still with us and Returned so far. Who has it lists each customer from invoices, job deliveries and till receipts that took stock from the batch, with contact details and notices given. Each row links to Create credit note, Open receipt / refund or Open job. Record a public or shop notice for customers whose contact was not captured.

11.5 Sending and Recording Notices

1. Under Send another notice, choose the Channel: Email, Told by phone, Told in person or Public / shop notice
2. Enter the Recipient and Email / phone
3. Optionally choose the Related sale
4. Edit the Message
5. Click Send / record notice

Email goes through the business's email channel; check delivery in the email logs. SMS delivery is not configured, so SMS · not configured cannot be chosen. Phone calls, visits and public notices are recorded with who gave them and when.

11.6 Returns

Customers return recalled stock through the normal screens:

• Invoices — create a credit note with Goods returned as the reason and tick Put back in stock on each line that physically came back. The box starts unticked; a price correction or credit alone does not move stock
• Till — refund through POS. Recalled lots go back into quarantine even when the refund line is marked Damaged, write off
• Jobs — use the job's Returned goods panel

Each return is captured on the recall. Under Record a return, choose the Stock return from the normal refund / credit note, enter From and Condition (sealed, opened, damaged…) and click Save return details. Reversing a return keeps its record but removes it from the net figures.

11.7 Possible Cause

Possible cause, from the trace lists other batches that share an input lot with this batch. Click Check that batch to review each one.

11.8 Effectiveness, Disposal and Closing

1. Record the effectiveness check: choose the Effectiveness check level (FDA, A to D), enter Outlets contacted (%) and explain Evidence / how checked, then click Record effectiveness check
2. Enter a Disposal / write-off reason and click Destroy / write off stock. All remaining quarantined and returned units of the batch are written off to abnormal production loss
3. Enter Closing notes and click Close recall

The percentage must match the level. Disposal needs the effectiveness check first. Closing needs the check and no stock still with you.

A late return after closing reopens the same recall automatically, with an audit decision. Record its condition, dispose of it and close again.

11.9 The FDA Recall Report

Download FDA recall report (PDF) includes the deadlines and progress, who has it, returned stock with refund and credit references, disposals, possible cause, effectiveness and closing, and every notice and decision.