SureTRACE Program Frequently Asked Questions
Browse our frequently asked questions to learn more about the SureTRACE program and all its benefits.
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- About SureTRACE
What is the SureTRACE program?
The Fisher Scientific SureTRACE program helps you move from research and early-stage drug development to production and manufacturing. When you purchase products featuring the SureTRACE icon , you are guaranteed access to appropriate documents for each lot number, such as certificates of analysis, quality, sterility, or conformance, and advance notice of changes impacting products through our Product Change Notification (PCN) service. This quick and easy access to documentation is available to you as soon as your products ship, saving you both time and energy.
What do you mean by traceability?
Designated SureTRACE products that are part of our offering will provide you with traceability. By this, we mean any products that feature the SureTRACE icon will provide:
• Guaranteed access to associated certificates
• Supplier notifications of changes impacting the quality and supply of products
• Minimal lots per shipment.
How can I identify a SureTRACE product on the Fisher Scientific website?
Look for the SureTRACE icon to easily identify SureTRACE products on our website. Watch our SureTRACE video to find out more.
How do you select suppliers and SKUs for the SureTRACE program?
The Fisher Scientific channel has carefully selected key supplier partners to participate in the SureTRACE program based on their capabilities to support the requirement for timely access to certificates and change notifications. Our suppliers are a critical element of the supply chain, and we are dedicated to using risk management principles to find and maintain relationships with them through our SureTRACE program. Learn more about our Supplier Partnerships.
Can I purchase a product featuring the SureTRACE icon even if I don’t want to receive change notifications or certificates?
Yes, products that feature the SureTRACE icon
are available with the added convenience of easy access to certificates and proactive change notifications. However, if you do not wish to receive change notifications, simply select No to opt out of this service when prompted during checkout. Certificates for SureTRACE products will still be available as this service doesn’t require your enrollment. Watch our SureTRACE video to find out more.
Is it possible to access certificates and receive change notifications for products without the SureTRACE icon ?
If you would like to access certificates and receive change notifications for a product that does not feature the SureTRACE icon , please contact our Production Solutions team.
Do you offer additional services through the SureTRACE program?
Yes, you can upgrade to our SureTRACE+ program, which offers you everything from the SureTRACE program, plus security of supply, logistics, and other solutions fully customized and tailored to your requirements. If you would like to learn more about our SureTRACE+ program, please email ProductionLeads.CCG@thermofisher.onmicrosoft.com.
Who is part of the Production Solutions team?
The Production Solutions team is comprised of dedicated Fisher Scientific colleagues that support the SureTRACE+ program. They manage and support your individual requirements. If you would like to learn more about our SureTRACE+ program, please email ProductionLeads.CCG@thermofisher.onmicrosoft.com.
Can I order SureTRACE products if I don’t have a Fisher Scientific website account?
To have the very best experience on the Fisher Scientific website, you’ll need to create an account and always ensure that you are signed in, even when you’re just browsing. You can purchase SureTRACE products without an account, but you will not be able to opt in to change notifications. If you wish to receive change notifications, please create a Fisher Scientific website account. Visit our Help & Support Center for more information.
Can I participate in the SureTRACE program if I order through a punchout catalog?
Currently, the SureTRACE program is not available to punchout customers. However, we’re developing a solution for this scenario, so please stay tuned as we continue to enhance this program. If you would like to benefit from change notifications as part of the SureTRACE program , please contact Customer Service. Certificates for SureTRACE products are available to punchout customers on the Order Status and Order Details pages. Please note, the SureTRACE icon is not visible on these platforms.
Who can I contact if I need more information about SureTRACE?
If you need more information about the Fisher Scientific SureTRACE program, please email SureTRACEInquiry@thermofisher.com.
- Product Certificates
How do I find certificates for SureTRACE products?
Once the SureTRACE product you’ve ordered ships, certificates by assigned lot numbers can be accessed from your Account Dashboard and the Order Details page. Watch our SureTRACE video to find out more.
What types of certificates are available with a SureTRACE product?
Certificates for SureTRACE products include but are not limited to:
• Certificates of analysis
• Certificates of conformance
• Certificates of quality
• Certificates of sterility
Certificates are available for all SureTRACE products, but the type of certificates available will depend on the product.
How can I find product certificates if they don’t appear on my Account Dashboard or the Order Details page?
Certificates will only be visible on your Account Dashboard or the Order Details page for designated SureTRACE items once the product has shipped. If, for any reason, certificates for a SureTRACE product you’ve purchased are not available, please use our Product Certificates Search. Enter the catalog number and lot number (optional), select the document type, and click Search. If you need additional assistance, please contact Customer Service.
Can the certificates for SureTRACE products be emailed to me?
Currently, certificates for SureTRACE products are only available and accessible through the Account Dashboard, Order Details page, or Product Certificates Search. However, we’re developing a solution for this scenario, so please stay tuned as we continue to enhance this program.
- Change Notifications
Can you provide more details on change notifications?
Through the Fisher Scientific SureTRACE program, we guarantee you’ll receive advance notice of changes impacting products without limitation through our Product Change Notifications (PCN) service, which will alert you about:
• Product discontinuations
• Changes to the manufacturing site
• Any other changes that might impact the quality, form, fit, or function of the product
How do I receive change notifications for SureTRACE products?
Once you have made your first purchase of a SureTRACE product through the Fisher Scientific website, you will be asked whether you want to receive change notifications. Simply select Yes to opt in to this service for all your SureTRACE orders. At this time, you will also be asked to provide an email address. To enter multiple email addresses, separate each one with a comma and a space. If you select No, the system will not ask you for any further confirmation on future orders. Watch our SureTRACE video to find out more.
What should I do if I opt out of change notifications by mistake?
If you select No when asked if you want to receive change notifications during checkout, this message will not be displayed again. However, certificates for SureTRACE products will be automatically available as this service doesn’t require your enrollment. To modify your change notification preferences, please contact Customer Service.
What should I do if I don’t want to receive change notifications right now but may need them in the future?
When you place your first order that includes a SureTRACE product through the Fisher Scientific website, you’ll be asked whether you want to receive change notifications. If you select No, you will not be asked again. If you change your mind, you can contact Customer Service, and they will help you modify your change notification preferences. If you believe you may require change notifications in the future, simply close the pop-up message without selecting Yes or No. The pop-up message will display the next time you order a SureTRACE product. Certificates for SureTRACE products will be automatically available as this service doesn’t require your enrollment.