# Complaints and recalls refusals (/docs/quality/complaints-and-recalls-refusals) When the system refuses a step, it shows the message and changes nothing. Find the message below. Placeholders such as `{key}` stand for the real value. Messages shared by every flow (signature authority, missing reason, access letters, the training gate, signed-record locks) are explained in [Signatures and refusals](/docs/get-started/signatures-and-refusals). ## Customer complaints [#complaints] For [Handle a customer complaint](/docs/quality/complaints). | Message | When | What to do | |---|---|---| | `Edit the complaint and set Reportability first` | **Record reportability decision** with **Reportability** blank or **Not assessed**. | Edit the complaint and choose **Not reportable** or **Reportable**. | | `Establish whether death or serious injury was involved before deciding` | **Death or serious injury involved** is **Unknown**. | Find out, then set **No** or **Yes**. | | `Death or serious injury involved: the complaint must be reported` | Harm is **Yes** but the decision is not **Reportable**. | Set **Reportable**. | | `Add the reportability rationale` | **Reportability rationale** is blank. | Write the rationale. | | `Edit the complaint and write the response to customer first` | **Send response** with **Response to customer** blank. | Write the response. | | `Reportable complaint: enter the authority report reference first` | **Send response** on a reportable complaint with no **Authority report ref.**. | Report to the authority and enter the reference. | | `Link an NCR or CAPA, or record why none is needed in the rationale, before closing` | **Close complaint** with no NCR, no CAPA and a rationale that does not say "no NCR", "no CAPA" or "no action". | Raise or link one, or write why none is needed. | | `{key} already linked to {ncr}` | **Raise NCR** on a complaint that has an NCR. | Open the linked NCR. | | `{key} already linked to {capa}` | **Raise CAPA** on a complaint that has a CAPA. | Open the linked CAPA. | ## Advisory notices and recalls [#recalls] For [Issue an advisory notice or recall](/docs/quality/recalls). ### Trace, approve, notify, close [#notice-steps] | Message | When | What to do | |---|---|---| | `Enter the affected lots first` | **Trace shipped lots** with **Lots affected** blank. | Enter the lots. | | `Lot {lot} is not in stock, stock movements or goods receipts. Check the lot number.` (or `Lots {a, b} are not ...`) | A lot number is unknown to the system. | Correct the lot number. | | `Trace shipped lots before approving` | **Approve notice** or **Customers notified** with no trace. | Choose **Trace shipped lots**. | | `Trace shipped lots first` | **Confirm no customers affected** with no trace. | Trace first. | | `The lots changed after the trace. Trace shipped lots again` | **Lots affected** was edited after the trace. | Trace again. | | `The trace found no shipped delivery orders. Check the lot numbers, or confirm that no customers are affected, first` | Approve or notify when the trace found nothing and nobody confirmed. | Check the lots, or use **Confirm no customers affected**. | | `The trace found {n} shipped delivery order(s). Those customers must be notified: there is nothing to confirm.` | **Confirm no customers affected** when the trace did find deliveries. | Notify the customers. | | `Set whether the authority must be notified` | **Approve notice** with **Authority notified** blank. | Choose **Not required**, **Pending** or **Notified**. | | `Notify the authority and enter its reference first` | **Customers notified** with **Authority notified** at **Pending**, or **Notified** with no **Authority ref.**. | Notify the authority and enter the reference. | | `Record the effectiveness check (replies received, stock returned or corrected) first` | **Close notice** with **Effectiveness check** blank. | Write the check. | ### Trace screen [#trace-screen] | Message | When | What to do | |---|---|---| | `Lot {lot} not found` | **Start recall or notice** for an unknown lot. | Pick a lot from the list. | | `{lot} has no shipped product to trace.` | **Start recall or notice** for a lot nobody shipped. | None needed. | | `{mo} has no suspect range.` | **Place on hold** on an order with no suspect range. | None needed. | | `{id} is not part of the suspect range of {mo}.` | **Place on hold** on a line outside the range. | Pick a line in the range. | | `{notice} is {status}. A customer can acknowledge it only after the customers are notified.` | **Record acknowledgement** before **Customers notified**. | Notify the customers first. | | `{delivery} has not shipped, so it cannot acknowledge {notice}.` | **Record acknowledgement** for a delivery that has not shipped. | Pick a shipped delivery. | | `{delivery} does not carry a lot of {notice}.` | The delivery has none of the notice's lots. | Pick a delivery that carries the lot. | | `Notice {key} not found` or `Delivery order {key} not found` | The record was deleted. | Reload the screen. |