This information is intended for Health Care Providers, Pharmacies, Distributors, and Dispensers of Genentech Products. If you are a patient seeking information, please contact the Patient Resource Center at (877) 436-3683 or (877) GENENTECH, Monday-Friday, 6am-5pm PST.
Our systems will be available on March 10, 2025, at 6:00 AM PST (9:00 AM EST). Please refer to the detailed schedule below for specific dates and times for each service. Please be aware that there may be delays in order and return processing during the first week.
Please review the information below on the timing of our SAP S4/HANA System Upgrade and potential impacts based on the following service types:
Returns & Spoilage
How should I return expired and spoiled products during the system upgrade?
Please use Qualanex or Genentech-issued shipping labels for replacement and credit. Using your own shipping label may delay processing.
What is the recommended date to submit Expired Returns and Spoilage requests?
February 14th is the recommended date to have all open requests submitted.
What is the last day for processing returns requiring a Return Authorization (RA) at Returns Vendors?
February 15th is the final day for processing returns requiring an RA at Returns Vendors.
What is the last day to request an Return Authorization (RA) through the Qualanex website?
February 15th is the final day to request an RA.
What is the last day to submit spoilage and returns requests via the Genentech Direct system?
Genentech Direct will close on February 21st at 5pm PST.
This is the last day to submit Spoilage requests, direct purchase orders, product quality replacements, Susvimo Early Returns, and Expired Returns requests via Genentech Direct.
Account management features will be unavailable while the system is down.
When will the Genentech Direct system reopen for requests?
The Genentech Direct system will begin accepting spoilage, orders, and returns program requests on March 10th once the transition is complete.
Please expect a slight delay in processing times for returns due to backlogs incurred during the transition.
Orders
When is the recommended window for Channel Fill Orders?
The recommended window for Channel Fill Orders is February 17-26th. This applies to direct purchasing customers with IMA agreements and truck orders.
When is the last day to submit phone and email direct purchase orders through Genentech Customer Service?
February 26th by 1pm PST.
What is the last day to place a direct purchase order via EDI?
The last day for customers with IMA agreements to place an order is February 27th by 1pm PST.
When will small parcel orders via phone, EDI, and email will recommence?
On March 10th, once the system transition is complete.
When will truck orders resume?
Truck orders will resume on March 12th. Customers may resume normal ordering per their defined schedule (truck and small parcel)
Commercial Clinical Trials Product Access
When must new Commercial Clinical Trial (CCT) access requests be submitted?
All new CCT access requests must be submitted by February 7, 2025, if an order is required before February 26, 2025.
Will new CCT product access requests will continue to be accepted throughout the transition?
Yes, requests will continue to be accepted throughout the transition.
If your access request has been approved, when is the last day to place orders for Commercial Clinical Trial product?
Orders for approved Commercial Clinical Trial product must be placed by February 26th at 1pm PST.
When will CCT order fulfillment resume?
Commercial Clinical Trial order requests and fulfillment will resume on March 24th.
Genentech Patient Foundation Product Replacement
When is the last day to schedule product replacement through the Genentech Patient Foundation?
February 28th is the last day to schedule replacements for product received through the Genentech Patient Foundation.
When is the expected downtime for the Genentech Patient Foundation system?
The Genentech Patient Foundation will be unable to process new replacement requests from March 1st to March 9th.
When will the Genentech Patient Foundation resume accepting replacement requests?
The transition will be complete on March 10th, and the Genentech Patient Foundation will resume accepting replacement requests.
Brand Specific Information
Ordering Hemlibra
For HTCs that purchase direct you are still able to order up until 5pm PST for next-day delivery up until 2/21/25 via Genentech Direct Orders and by 3pm on 2/26/25 for Genentech Customer Service phone and email orders.
It is recommended that you order enough product to last you two weeks.
If you are facing an urgent patient need between February 27, 2025 and March 10, 2025 you may order indirectly through your Specialty Distributor.
For Direct Purchasing Specialty Pharmacies facing urgent patient needs you will need to contact your Genentech Account Manager and Managed Care Contracts Team to request a purchase waiver to order product indirectly through your Specialty Distributor.
Susvimo Early Returns
If you require a return of your Susvimo Back Up Kit please complete your return, including shipment of product back via Qualanex or Genentech Direct Return Authorization no later than February 15, 2025. After that date we cannot guarantee that your package will be processed and credited ahead of the transition dark week scheduled March 1st and concluding March 10th, 2025.
Activase and TNKase Returns
If you hold minimal inventory please make sure to make arrangements to have your product returned and replaced ahead of the transition. After the transition is complete all eligible expired returns will be credited and spoilage replaced.
For additional questions, click here to contact Genentech Customer Service, Genentech Patient Foundation, or a Clinical Services Representative.