How do I request pouch credits?

• In the rare event of pouch malfunction or failure you can request that a credit be applied to your account for the price of the pouch lost. When an entire lot has been consumed, please submit your pouch credits via our online portal here: https://www.biofiredx.com/pouch-credit-reimbursement/
• Alternatively, you may email your pouch failure log to us at support@biofiredx.com (or fax to 801-588-0507).
• Once received, we will process a pouch credit request for all qualifying pouch failures. After the credit posts to your account, it will be applied to a future invoice balance.

We ask customers to record all pouch failures on a pouch failure log as follows:

• • Pouch or kit lot number of the failed pouch.
  • Reason the pouch was scrapped.
  • Date of each failure (if known).
  • Should a pouch fail due to instrument or software error please include the SN of the instrument the pouch failed on, and a brief description of the error.

(If you are unsure if a particular failure would qualify contact Customer Technical Support at 801-736-6354 option 5)

Issues that qualify for pouch credit:

• • Control failure
  • Failure of the pouch to hydrate
  • Instrument error