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” notifications: you View Administrative Reports with all of the details of the event (Internal or External to Customers) Your Customers 1.Receive Notification 2.Act upon the online recall info and instructions 3.Respond online Your customers may call your Customer Support, or Recall InfoLink for assistance Customer questions may be about: 1.Viewing the recall details on their Recall InfoLink Screen#1 2.How to Act upon the Recall (such as ‘disposition’ instructions, etc) 3.Responding by entering their product amounts on their Response Screen 4.the Welcome and the recommended ‘preparation’ actions 5.receiving the recall notifications by different communication methods 6.SPAM “White Listing” 7.How to Update their Contact Information.

Customer Support Reps - continued Recall InfoLink Support & “Helps” (208) 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 Servers. all Users (including you) should add these contacts to their Address Book: o “Recall Alert”, and also o “RecallSupport” 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 process is Primary

the “CC” Notification 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:” Reports View 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 notification & View recall Data online 2.Act 3.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 Admin Users, “CC” Contacts, “Managers” Customers have Admin capability at no cost Recall Notification Message: Primary Responder Secondary Responder “CC:” notification

Customer Admin Screen Users, 2 nd Responders “CC” Contacts, “Managers” Recall Notification Message: Primary Responder Secondary Responder “CC:” notification

Starter to Continuers to Recipients … and back again Recall Launched 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 (208) User Setup “White Listing” for Internet access & company Servers (IT Dept) User Address Book contacts should add: “Recall Alert”, and also “Recall Support”. VERY IMPORTANT: Customer Contact Info Updates please go to: 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”.