Medication expiration guidance

Purpose:
Help customers understand what to do if a medication package was left in a warm mailbox, on a porch, or in another warm area after delivery.

Applies to:
Prescription medication shipped in a sealed package that may have been exposed to heat during delivery.

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What to know

If your medication was left in a warm mailbox or another warm area, the safest next step depends on:

• how long the package was exposed
• whether the package was sealed or opened
• the medication type
• the temperature conditions

Because some medications are sensitive to heat, we may need to review the order before confirming whether it is safe to use.

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If the package was sealed and exposed for a few hours

If the package was:

• sealed
• exposed to warmth for about 3 hours
• and the exact temperature is unknown

then the case should be sent for replacement review due to temperature sensitivity uncertainty.

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Customer-facing response

You can reply with:

Thanks for letting us know. Since the package was sealed but may have been exposed to warmth for several hours, we need to review it before confirming whether it’s safe to use. I’m submitting this for a replacement review now.

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Internal guidance

If the customer reports:

• sealed package
• warm mailbox or similar exposure
• around 3 hours of exposure
• uncertain temperature conditions

then:

1. create a replacement review
2. update the ticket to indicate temperature exposure
3. do not promise the medication is safe to use
4. wait for fulfillment or clinical review outcome before closing the case

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Ticket handling

Set the ticket fields as follows:

• Issue type: Medication exposure concern
• Replacement requested: Yes
• Review needed: Yes
• Status: On-hold

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Resolution outcome

If the package was sealed and exposed to warmth for 3 hours, and the product is temperature sensitive, the recommended action is:

• replacement review required

The ticket can be updated once the review is complete and the customer has been notified of next steps.

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Notes

This article is for support workflow guidance only. If the medication type, exposure time, or temperature conditions are unclear, escalate for review instead of giving a definitive answer.