COMPLAINTS AND RETURNS
Our customer service handles medical enquiries, product complaints and return requests.
Medical enquiries
UPP customer service handles diverse medical queries such as handling patient and pharmacist enquiries regarding the product. We are always ready to provide directive regarding medical and operational enquiries over the “How to…” questions.
UPP customer service does not handle patient medical related information but upon receipt of a medical or clinical related enquiry, the customer service team immediately resolves within the limit of our prerogatives the enquiries or transfers the request to the appropriate business unit (internal or external business unit) who will contact you directly.
Returns
Our customer service team handles all return requests for damaged or shortage products, loss or pilferage goods. All return requests are handled according to strict GDP guidelines and within the framework of our return policy and terms & conditions. In case of doubt, contact our team and we will be happy to assist you in this process.
Reporting
We understand the importance of providing to our client at regular interval an activity report. Therefore, we work hand in hand with our clients to develop reports which match best their expectations and deliver them at an agreed and defined frequency.
Reporting provides a screen shot during a specific time period of our activities. And it is more than important for us to monitor and inform our clients on a regular basis of the evolution and performance of the activity they hire us to perform.
Discussing the report and key performance indicators is just the logical next step to do. This allows both our client and us to conjointly take decisive actions in regards to our common vision.
Product complaint
As providing a product to a market comes with handling complaints related to the transportation, the usage etc…, providing a medicine on the market work the same way and obviously lead to deal with complaints of different sort. UPP offers to its clients a product complaints handling solution through its customer service who is highly trained to provide solution or re-route product complaints to the appropriate responsible units.
