Pouch Credit Process:
BioFire Diagnostics is committed to ensuring the quality of its products and will provide credit for pouches lost due to instrument error or pouch malfunction. BioFire will also provide credit for up to six pouches per panel for instrument replacements and or repaired/loaner verification.
Once BioFire receives a pouch credit request, BioFire Customer Technical Support compiles the request and sends the information to our accounting team. Our accounting team will then create a credit memo report and send the details of the credit to the customer’s accounting department. BioFire Customer Technical Support will then inform the customer that the process is complete and provide a credit memo number. The credit can be applied to a current invoice when referenced.
It is recommended that customers submit multiple pouches per credit submission for a faster processing time. Please refer below to the Pouch Credit Process FAQ and the Pouch Credit Reimbursement Form for further information and credit submission.
For any additional questions, contact BioFire Customer Technical Support at:
Phone: +1 801-736-6354
Pouch Credit Process FAQ
Where are the Kit Lot and Product Part numbers located?
The Kit Lot and Product Part numbers are located on the front label of the pouch Kit box. The Product Part number is displayed on the top right-hand corner of the box. The Kit Lot number is located directly underneath the Product Part number.
How is a control failure identified?
Control failures will be documented on the top right-hand side of the run report, in the Run Summary section. If the Controls field shows “Failed”, a control failure has occurred.
How is a hydration failure identified?
When a pouch is injected, the hydration and sample solutions will completely fill wells 1-11, as shown in the picture below. Well 12 should be empty prior to the run. If the wells do not completely fill a hydration failure has occurred.
How is a loss of vacuum error identified?
- A loss of vacuum error occurs when the mylar bag is not sealed air tight around the pouch canister. If the mylar bag is correctly sealed a distinct “whoosh” sound will be heard when opened.
- If the mylar bag is not sealed air tight the pouch may still function properly and should be verified by injecting the hydration solution. If the pouch wells hydrate correctly, the pouch can still be used on the BioFire® FilmArray® System. If the pouch fails to hydrate properly, the pouch should be discarded and a loss of vacuum error should be recorded.
Where are instrument/software errors indicated?
Instrument and software errors will be indicated on the bottom left-hand side of the run report in the Run Details section. An error should be reported to Customer Technical Support.
Where is the instrument serial number located?
- The instrument serial number (SN) is found in the Run Details section at the bottom of the test report.
- The SN can also be found on the back of the BioFire® FilmArray® Instrument and BioFire® FilmArray® 2.0 Instrument. To find the SN on the BioFire® FilmArray® Torch, remove the magnetic face plate on the front of the module. (See images below.)
Does an Equivocal result qualify for a pouch credit?
Equivocal results do not qualify for a pouch credit.
What does Invalid mean?
An Invalid is a test result that is most often caused by a control failure or an instrument/software error. In order to receive credit for an Invalid result, a control failure or instrument/software error must be identified.