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:
  • Alternatively, you may email your pouch failure log to us at (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