New BioSupply^® Self-service Tool Expedites Resolutions of Customer Shipment Inquiries

February 4, 2026

We're excited to launch a new self-service tool in BioSupply^® to help you resolve shipment concerns quickly and thoroughly.

Whether it's related to potential damage, shortages, overages, incorrect or missing shipments, or stability concerns, our new tool enables a transparent, streamlined process to find a solution for you.

While FFF strives for 100 percent accuracy in our commitment to operational excellence, we understand that sometimes issues arise. We have made addressing these concerns easier and faster for you.

Let's look at how the self-service inquiry tool works — directly and conveniently from your BioSupply account.

Shipment Inquiry Process

• Initiate an Inquiry: Log into BioSupply, navigate to Order History, and select the order in question. Create an Inquiry by clicking on the "Create Inquiry" button from the order confirmation screen.
• Add Item to Inquiry: Select the specific order in question by clicking the box next to "Add Item to Inquiry," followed by clicking the "Continue" button.

At this point, a specific inquiry has been started. You and your sales representative(s) will receive a confirmation email with a unique Inquiry Reference Number. That number will be visible in your Order History as an "incomplete" item that you can click on throughout the inquiry process.

• Inquiry Landing Page Created: You will be brought to an Inquiry Landing Page with a summary of the order and item details. Here you will select the icon that best describes the reason for your concern. Once selected, each concern will be followed with a unique set of questions and the ability to upload photos. At this point, submit your inquiry.

What Happens Next?

After you submit your inquiry, you and your sales representative(s) will receive a detailed confirmation email that notes your inquiry is now under review. You may log into your BioSupply account to view the current status of your inquiry at any time.

Once the inquiry is complete, you and your sales representative(s) will receive a final email detailing the outcome and any next steps or applied credits.

We’re Here to Help!

In keeping with our commitment to Helping Healthcare Care^®, this new tool provides clear, fast resolutions to any shipment issues should you ever encounter one.

As with everything we do, we will handle your order and any concerns with care and accuracy.

Our Wow! Customer Care team and your FFF Sales Representative are available to answer any questions about this new feature. Please call (800) 843-7477 for assistance.