New Feature: Check the status of your returns request on Genentech Direct Returns

There are two types of spoilage approvals for Activase and TNKase.

• For the products that are not required to be returned, you can view your status under: “Activase and TNKase Spoilage Form for product not required to be returned: Certificate of Destruction Spoilage”
• For the products that are required to be returned, you can view your status under: “Activase and TNKase Spoilage Form for product required to be returned: Return Authorization Sent”

Activase and TNKase Spoilage Form for product not required to be returned: Certificate of Destruction Spoilage

• After submitting the spoilage request, the first step on the status bar; “Request Submitted,” will be filled in.
• The Genentech Customer Service Team will review and approve your request.
• After approval, the status will change to “Certificate of Destruction Sent,” meaning you do not need to send your spoiled product back to Genentech or our third-party returns vendor.
• To complete the return, complete and submit the Certificate of Destruction that was sent in your spoilage approval email.
• Once the Certificate of Destruction is submitted, the status bar will update to “Certificate of Destruction Signed.”
• The Genentech Customer Service team will process a replacement order for your medication and the status bar will change to “Replacement Approved.”
• After approval, your replacement will ship on the next business day. The status bar will update to “Shipped.”
• Once the product has been delivered to your facility, the status bar will update to “Delivered”.

Activase and TNKase Spoilage Form for product required to be returned: Return Authorization Sent

• After submitting the spoilage request, the first step on the status bar; “Request Submitted,” will be filled in.
• The Genentech Customer Service Team will review and approve your request.
• After approval, the status bar will change to “Return Authorization Sent”.
• Once you receive the Return Authorization, follow the included directions on how to properly return your spoiled product.
• Send your spoiled product back to Genentech or our third-party return vendors.
• After Genentech or our third-party return vendors receive your spoiled product, your return will be processed within 11 business days.
• Once processed, the Genentech Customer Service Team will issue a replacement order. The status bar will change to “Replacement Approved”.
• Your replacement order will be shipped on the next business day then the status bar will be updated to “Shipped”.
• Once the product has been delivered to your facility, the status bar will be updated to “Delivered”.

Patient Self-Administered Spoilage Form Health Care Provider and Specialty Pharmacy requests on behalf of the patient

• After submitting the spoilage request, the first step on the status bar; “Request Submitted,” will be filled in.
• The Genentech Customer Service Team will review and approve your request.
• After approval, the status bar will change to “Replacement Approved”.
• The product will be shipped on the next business day then the status bar will be updated to “Shipped”.
• Once the product has been delivered to your facility, the status bar will be updated to “Delivered”.

Most cold storage replacement requests require you to return the spoiled medication to Genentech or our third-party vendors to receive a replacement. For these requests, see below.

Cold Storage or Catastrophic Event Spoilage Form: Power outages, refrigerator failures, destruction due to weather event

• After submitting the spoilage request, the first step on the status bar; “Request Submitted,” will be filled in.
• The Genentech Customer Service Team will review and approve your request.
• After approval, the status bar will change to “Return Authorization Sent”.
• Once you receive the Return Authorization, follow the included directions on how to properly return your spoiled product.
• Send your spoiled product back to Genentech or our third-party return vendors. After Genentech or our third-party return vendors receiving your spoiled product, your return request will be processed within 11 business days.
• Once processed, the Genentech Customer Service Team will issue a replacement order. The status bar will change to “Replacement Approved”.
• Your replacement order will be shipped on the next business day then the status bar will be updated to “Shipped”.
• Once the product has been delivered to your facility, the status bar will be updated to “Delivered”.

In some cases, where extreme weather conditions or catastrophic events prevent the return of medication, you will not need to return the spoiled product to receive a replacement. For these requests, see below.

Cold Storage or Catastrophic Event Spoilage Form: Exception when return of product is not required “Certificate of Destruction”

In limited cases, products spoiled during a catastrophic weather event may not be returnable. This typically occurs in the event of fires or flooding, where the product has been destroyed.

If you encounter such a case, please follow the steps outlined below:

• Genentech Customer Service will send the initial approval email that includes the “Certificate of Destruction”.
• The status bar will change to “Certificate of Destruction Sent”.
• Complete and sign the “Certificate of Destruction” then submit to request the spoiled medication replacement.
• Once “Certificate of Destruction” is signed and submitted, the status bar will change to “Certificate of Destruction Signed”.
• After approval, the status bar will change to “Replacement Approved”.
• The Genentech Customer Service team will process the replacement order within one business day of receiving the signed Certificate of Destruction.
• Once your replacement order has been shipped, the status bar will be updated to “Shipped”.
• Once the product has been delivered to your facility, the status bar will be updated to “Delivered”.

Most spoilage requests submitted through the form labeled “All Others”—meaning all other products besides self-administered, Activase/TNKase, or catastrophic events—do not require the return of the product to receive a replacement in most cases. These request statuses can be viewed under “All Other Genentech Products Spoilage Requests Form: Certificate of Destruction”.

All Other Genentech Products Spoilage Requests Form: Certificate of Destruction request

• After submitting the spoilage request, the first step on the status bar; “Request Submitted,” will be filled in.
• The Genentech Customer Service Team will review and approve your request.
• After approval, the status bar will change to “Replacement Approved”.
• You will receive an approval email which includes the “Certificate of Destruction”.
• Complete and sign the “Certificate of Destruction” then submit to request the replacement order.
• The Genentech Customer Service team will process the replacement order.
• Your replacement order will be shipped on the next business day then the status bar will be updated to “Shipped”.
• Once the product has been delivered to your facility, the status bar will be updated to “Delivered”.

In some limited cases, including temperature excursions, the product may be requested to be returned to Genentech or our third-party return vendors. If your request requires you to return the product, you will see the status bar labeled “Return Authorization Required”.

Return Authorization required

• After submitting the spoilage request, the first step on the status bar; “Request Submitted,” will be filled in.
• The Genentech Customer Service Team will review and approve your request.
• After approval, the status bar will change to “Return Authorization Sent”.
• Once you receive the Return Authorization, follow the included directions on how to properly return your spoiled product.
• Send your spoiled product back to Genentech or our third-party return vendors.
• After Genentech or our third-party return vendors receive your spoiled product, your return request will be processed within 11 business days.
• Once processed, the Genentech Customer Service Team will issue a replacement order. The status bar will change to “Replacement Approved”.
• Your replacement order will be shipped on the next business day then the status bar will be updated to “Shipped”.
• Once the product has been delivered to your facility, the status bar will be updated to “Delivered”.

Expired Returns Requests: Expired product, not spoiled

If you are returning an expired product for credit, you will be able to view your submitted request up until the return authorization is sent to you by Genentech Customer Service.

Request Withdrawn

The status bar displays “Request Withdrawn” to reflect when you withdraw the request. This means the request is no longer needed.

Request Cancelled

When the status bar displays “Request Cancelled”, it means the request has been reviewed and canceled by Genentech Customer Service.

Request Denied

If your request for a spoilage replacement was denied, your spoilage status bar will be replaced with one reflecting “request denied”.”Request Denied” status means the request has been reviewed and denied by Genentech Customer Service. For more information, please contact Genentech Customer Service at 800-551-2231.

Pending Customer Correction

If your request was reviewed by Genentech Customer Service and there is a correction required, you will see the following status bar. To complete the correction of your request, go to the Return Order Details Page, then select the request confirmation number that requires the correction, and then edit the request form.