Web-based Recall App

Client Customer Support Orientation

For best viewing of this orientation, at the bottom of the pdf viewing window select the viewing % to “Fit Page”, or scroll down to view the explanatory notes for each page.

Customer Support Reps - Overview• a Recall is launched by your company.

• Customer Support & other internal functional areas will receive “CC” email notifications:

• you View Administrative Reports with all of the details of the event (Internal or External to Customers)

• Your Customers1.Receive Notification2.Act upon the online recall info and instructions3.Respond onlineYour customers may call your Customer Support, or Recall

InfoLink for assistance

• Customer questions may be about:• Viewing the recall details on their Recall InfoLink Screen#1 • How to Act upon the Recall (such as ‘disposition’ instructions, etc)• Responding by entering their product amounts on their Response

Screen• the Welcome email and the recommended ‘preparation’ actions• receiving the recall notifications by different communication methods • SPAM “White Listing” • How to Update their Contact Information.

Customer Support Reps - continued

• Recall InfoLink Support & “Helps”• (208) 890-9169• RecallSupport@RecallInfoLink.Com• QuickTip Sheets, Instructions, & video InfoClips available to your customers

• Important Initial Preparation Actions• the Client & Responder company IT Departments should “white list” the domain “recallinfolink.com” for both web Browsing access, and also Email Servers. • all Users (including you) should add these contacts to their email Address Book:

o “Recall Alert” <recall@recallinfolink.com>, and also o “RecallSupport” <recallsupport@recallinfolink.com>

• This will enable you & your Customers to receive all of the Recall Notifications, and not have them go to SPAM or the Junk folder.

• Other Aspects• the Customer “Welcome” & Instructions Letter• the Recall “Responder” Wizard & Amounts Updates• Reports• Admin Screen• Customer Contact Info Update

the Recall Notification processEmail is Primary

the “CC” Notification E-mail

auto-login link directly into the Homepage

Click Admin to view Administrative Reports (of Internal or External recalls)

Admin screen selections

Click “View Company Recalls”

Manager & “CC:” ReportsView Reports of the selected Event

Administrative Reports- the recall event ‘overview’ report

Compliance Report - satisfying Agency requirements, plus “Customer Returns” & other Reports (see next page)

Compliance Report - satisfying Agency requirements

Administrative Reports- the recall event ‘overview’ report

Compliance Report - satisfying Agency requirements

Withdrawal of Widgets, 09/02/11

What will your Customer see?

“RESPONDER” Wizard Overview

Responders (internal & external):

1. Receive Email notification & View recall Data online2. Act3. Respond online (and also update amounts)

STEP 1 of 3:

the Opening Recall Screen

STEP 3 of 3:

Item Amount Response

Simple Reporting back to the Supplier of the Amounts Removed

for Credit or Resupply

Simple Reporting back to the Supplier of the Amounts Removed

for Credit or Resupply

STEP 3 of 3:

Item Amount Response

Re-enter the Wizard to Update amounts

Verify Amounts & Exit plus an Option to Continue the recall to your own Customers

Additional Information

Starter AdminUsers, “CC” Contacts, “Managers”

Customers have Admin capability at no cost

Recall Notification Message: Primary Responder

Secondary Responder “CC:” notification email

Customer Admin ScreenUsers, 2nd Responders “CC” Contacts, “Managers”

Recall Notification Message: Primary Responder

Secondary Responder “CC:” notification email

Starter to Continuers to Recipients … and back again

• Recall Launched

• Email Notification – to internal “CC”s

• Recall Admin Reports

• Responders with Amounts

• Continuing the Recall

• Regulatory Compliance

Summary

• Customer Support & “Helps” • QuickTip Sheets & video InfoClips, Orientations• RecallSupport@RecallInfoLink.Com• (208) 890-9169

• User Setup• “White Listing” for Internet access & company Email

Servers (IT Dept)• User Address Book contacts should add:

“Recall Alert” <recall@recallinfolink.com>, and also “Recall Support” <recallsupport@recallinfolink.com>.

• VERY IMPORTANT: • Customer Contact Info Updates please go to:

www.RecallInfoLink.Com/Support/Contact-Info-Update

Important Reminders:

This Instructional document contains proprietary information meant for the use of Recall InfoLink Clients & Customers only, and is not to be distributed outside of Client companies. A Client’s Customers may be sent some materials provided for “Responders”.