Use these instructions when logging an adverse event into the system. For more information on call tracking, go here.

How to Log an Adverse Event

1. From the Customer Service ribbon, select Open

2. The Open Call dialog box will appear.  Complete the following fields:

   Cross-Sell Path	Enter the Upsell Path to identify the call. This will default to whatever was used for the last call logged.
   Reason Code	Use the dropdown to select a reason. Reason Category must be selected first before using the drop down.
   Customer	Enter or search for the customer account number. For more on searching for accounts, go here.
   Communicated by	Enter the method of contact. This will default to whatever was used for the last call logged.

3. Click OK
4. The call will now open in dual mode. 
5. To close the call, scroll to the bottom of the notes side of the screen and click Close Call

6. If necessary, changes can be made to the fields completed during step 2. In addition, complete the following fields:
   
   

   Regarding Product	Enter the item number the contact was associated with.
   Respond with	Select The correct Adverse Event Questionnaire for your affiliate
   Note Text	Enter the details of the contact here.

7. Hit ENTER

8. The Adverse Event questionnaire will appear, fill out the following fields:
   
   

   What type of call was this?	Select one of the following: ST - Serious NS - Not Serious
   If serious, why?	If serious select all that apply from the list below:  Life-Threatening Experience Hospitalization or Doctor/E.R. Visit Medical Intervention to Prevent Permanent Damage Other Serious: Important Medical Events Pregnant Woman Giving Birth to a Child with Birth Defects Death
   Product Name	Enter the name of the product being discussed.
   Reactions/Symptoms Reported	Select any of the symptoms reported from the listings below:  NA) Nausea HE) Headache DZ) Dizziness AR) Acid Reflux/Heartburn DI) Diarrhea VM) Vomiting SC) Stomach cramping GI) Indigestion RA) Rash/Hives RI) Red/Irritated Skin BN) Burning sensation on skin BD) Low blood pressure BP) High blood pressure B2) Low blood sugar BS) High blood sugar JP) Joint pain WG) Weight gain IH) Irregular heartbeat AL) Allergic Reaction OT) Other
   If Other chosen above	If OT was chosen above, fill in the reaction/symptom in this field.
   AE Description- What did Customer Share?	Enter notes here for any additional information the customer has included during the call.
   Lot Number	Enter the lot number from the product. The lot number is usually printed on the bottom of the bottle.
   Expiration date of product	Enter the expiration date of the product. The date is printed on the bottle.
   Was Safety Call used	Safety Call is a call center that handles calls where a customer has an AE. The reason for them is that they can actually provide limited medical advice as their agents have some medical training. If anyone says they have had an AE for legal reasons we want to refund them and get them over to safety call as soon as possible to avoid our agents being asked any questions they wouldn't legally be able to answer. Select one of the following: Transferred Unsuccessful Transfer Did Not Offer Transfer LFW N/A OV N/A
   If the transfer to Safety Call was Unsuccessful, why?	Enter information here detailing why the transfer was not completed successfully.
   Were you confused about whether or not this was an Adverse Event?	Select one of the following: Yes No
   Were you confused as to whether this was a serious Adverse Event?	Select one of the following: Yes No
   If yes to either, explain.	If the above field was yes, enter in details explaining why.

9. To close the call, scroll to the bottom of the notes side of the screen and click Finish