07 · Packs
Paid Pack

Batch recalls

Run a batch recall end-to-end — initiate, notify affected customers, track per-customer recovery, and close with closure notes — keyed on the manufacturer batch.

5 min read · updated 28/05/2026

Paid Pack · locked

This article is part of the Pharma PackPharma Pack

You can read the guide. The actions it describes unlock when an owner adds this Pack in Billing & entitlements.

Overview

When a manufacturer flags a bad batch, you need to know exactly who bought it, get the stock back, and have a clean record that you did. Doing that from invoice files and a WhatsApp group is slow and leaks customers. Recalls runs the whole thing on the manufacturer batch — open the recall, let Neev pull the affected customer list, log what each one returns, and close it with notes you can show a regulator.

Paid Pack · locked

This article is part of the Pharma PackPharma Pack

You can read the guide. The actions it describes unlock when an owner adds this Pack in Billing & entitlements.

This is part of the Pharma Pack. The Owner installs the Pharma Pack to turn it on.

Where to find it

On the web app, go to Pharma → Recalls (/pharma/recalls). It is web-only. Only the Owner sees the Pharma section in the sidebar, so recalls are an Owner workflow.

The page lists every recall with its state, the affected-customer count, recovery progress, and the date it was opened. Click any row to open the side panel with the per-customer list.

Key concepts

  • Manufacturer batch — a recall is keyed on one batch. One recall equals one batch ID, so you run a separate recall per affected batch.
  • Recall state — every recall moves through four stages: Initiated → Notifying → Partial → Completed. Completed is the only end state — once there, the recall is closed.
  • Severity — how serious the recall is: low, medium, high, or critical. You set it when you open the recall.
  • Affected customers — the customers who received any quantity of the batch. Neev builds this list for you from your dispatch records when the recall moves to Notifying.
  • Notification channel — how each customer was reached: WhatsApp, SMS, email, phone, or in person.
  • Recovery coverage — recovered quantity against total quantity, shown as a percentage. This is how you track how much of the batch you've pulled back.

Common workflows

1
Open the recall
Hit Initiate recall. Enter the batch ID, pick a severity (low / medium / high / critical), and write the reason — the quality deviation, contamination notice, or regulator advisory. This opens the recall in the Initiated state.
2
Move to Notifying
Open the recall and move it to Notifying. Neev looks at who received the batch and builds the affected-customer list with a notification row per customer. You don't go digging through invoices.
3
Log what each customer returns
In the side panel, each customer has an Acknowledge button. When stock comes back, enter the quantity that customer returned. The recovery total and coverage percentage update as you go.
4
Track partial recovery
As returns trickle in, move the recall to Partial to show recovery is underway but not finished.
5
Close it out
When recovery is done, move the recall to Completed. You must enter closure notes — the final disposition or your filing reference — before Neev will close it.

Role notes

Recalls are an Owner-only workflow. Only the Owner can open a recall, move it through its states, acknowledge customer returns, and mark it Completed. No other role sees the Pharma section, and Pharma Pack powers are not granted to anyone until the Owner installs the Pack — so opening and running a recall stays with the Owner.

Tips & time-savers

Tip
You don't have to hunt for who bought the bad batch. The moment you move a recall to Notifying, Neev pulls the affected-customer list straight from your dispatch records — every customer who received any quantity of that batch, with how much they got and the invoice dates. That's the slow part of a recall done for you.

Set the severity honestly when you open the recall — it's the fastest way to tell a routine quality swap apart from a critical pull-back when you scan the list later.

Gotchas

Warning
Completed is final. It's the only end state for a recall — once you mark a recall Completed there's no reopening it. And Neev won't let you close it without closure notes: the notes box is required to move to Completed. Don't mark a recall done until recovery is actually finished and you've written your closing record.

Related

Related
Pharma Pack overviewLot recalls