📋 HQ Operations — Standard Procedures

Enter your email address and your Access Code on the login screen, then click Sign In. There is no separate username or password — just those two fields.

There is no self-service reset. Contact your admin — they can look up or reset your Access Code in Portal Users. Double-check you're using the exact email your account was set up with; the system checks it case-insensitively but it must match exactly otherwise.

Your role is looked up automatically based on the email you sign in with, in this order: (1) Portal Users — admin, sales_manager, or customer_service staff; (2) Distributors — distributor logins; (3) Surgeons table — sales rep logins. You never pick a role yourself. If a tab or button is missing, it's because your role doesn't include that permission — see Common Mistakes below for examples.

Accounts are created by an Admin in Portal Users (staff) or on the Distributor/Surgeon record (field reps). Contact your admin to be added — you cannot self-register.

Go to Log Case. Fill in surgeon, facility, date of case, procedure, and all implants with LOT numbers. Set Stock Origin = Consignment or Loaner. Submit — Order Status becomes Open – Pending PO.

Open the case in Cases & POs. Click Log Transfer. This records inventory movement from HQ to facility. Status advances to Transferred.

Go to Shipping tab. Find the case and enter the tracking number. Apply tracking. Status advances to Restocked.

Once the hospital sends a PO, open the case and enter the PO Number. Status advances to PO Received.

Click Submit to Accounting. Status becomes Pending Invoice. This is the last step for SBM Staff — everything below happens on Accounting's side.

Accounting automatically receives the case/SO PDF and creates the invoice in QuickBooks, emailing it directly to the customer/facility. Nothing for SBM Staff to do here — just wait.

Once QuickBooks generates the invoice number, Accounting enters it in ImplantOps. Status becomes Invoiced / Closed.

Once payment is confirmed received from the customer, Accounting marks the case Paid in ImplantOps, closing the loop.

Go to Log Case. Fill everything as normal AND enter the PO Number in the PO field. Submit — Order Status becomes PO Received immediately (skips Pending PO).

Open the case in Cases & POs. Click Log Transfer. Status advances to Transferred.

Go to Shipping tab. Enter tracking number and apply. Status advances to Restocked.

Click Submit to Accounting. Faster path since PO was already received at step 1. This is the last step for SBM Staff — everything below happens on Accounting's side.

Accounting automatically receives the case/SO PDF and creates the invoice in QuickBooks, emailing it directly to the customer/facility. Nothing for SBM Staff to do here — just wait.

Once QuickBooks generates the invoice number, Accounting enters it in ImplantOps. Status becomes Invoiced / Closed.

Once payment is confirmed received from the customer, Accounting marks the case Paid in ImplantOps, closing the loop.

Go to Log Case and press the 📦 Direct Order button (Admin / CS only). Stock Origin locks itself, and Patient MR # and Procedure Type disappear — a purchase order has neither. Add the line items with their SBM HQ lot numbers and submit. The pick row appears in Pack & Ship.

The Log Transfer, Ship, and Restock buttons will NOT appear on this case. That is correct — do not look for them.

Case stays in Awaiting PO status until the hospital sends a purchase order. Enter PO when received.

Click Submit to Accounting. This is the last step for SBM Staff — everything below happens on Accounting's side.

Accounting automatically receives the case/SO PDF and creates the invoice in QuickBooks, emailing it directly to the customer/facility. Nothing for SBM Staff to do here — just wait.

Once QuickBooks generates the invoice number, Accounting enters it in ImplantOps. Status becomes Invoiced / Closed.

Once payment is confirmed received from the customer, Accounting marks the case Paid in ImplantOps, closing the loop.

A distributor's or rep's own consigned/loaner stock → Path A or B.   SBM HQ stock, sold straight to the facility on their own PO → Path C (Direct Order).

Yes → Path B (enter PO at time of logging).   No → Path A (log case, wait for PO to arrive later).

Go to Cases & POs. Find and open the case you need to cancel.

The Cancel Order button is visible only to Admin and Customer Service roles. If you don't see it, you don't have the right role.

A confirmation dialog will appear. You must confirm twice. The second prompt is intentional — it prevents accidental cancels.

The order disappears from the active Cases & POs list and is excluded from all revenue reports. It remains in Airtable for audit purposes.

Go to Cases & POs. Find the case. Click to open the detail panel.

Click the Log Transfer button in the case detail. The transfer form opens pre-linked to this case.

Select Transfer Type = Ship Out. Fill From Location, To Location, Part Number, Lot Number, Qty. Transfer Status auto-sets to Pending.

Click Submit. The transfer record is created and the case Order Status advances to Transferred.

Click Shipping in the left sidebar (under Inventory group). All pending transfers with no tracking number appear here.

Check the boxes next to the orders you are shipping together. You can select all with the header checkbox, or pick individually.

Type the carrier tracking number in the tracking field (FedEx, UPS, etc.).

Click Apply Tracking. The tracking number is written to all selected transfer records and the linked Case Log records.

A toast appears for 5 seconds: ↩ Undo. Click it within 5 seconds to remove tracking from all affected records. After 5 seconds the undo is gone.

Click Restock in the sidebar (under Inventory group). The orange badge shows pending count.

When the rep or facility confirms the product arrived, find the case and click Mark Restocked. Status advances to Restocked.

Once restocked, the case is ready for accounting to invoice. It moves out of the Restock tab automatically.

On the Log Case form, every product line has a Lot Number field. Every single line must be filled. You cannot leave any blank.

The LOT number is on the product packaging label, typically starting with "LOT" followed by alphanumeric characters. Get it from the rep or from the used product packaging.

Every implant line needs a LOT #. The old Facility Owned Stock exemption was removed on 2026-08-21 along with that case type.

No longer possible on new cases. As of 2026-08-21 the two options are merged into one — 📦 Direct Order — because they always did the same thing.
Older cases: cases logged before that date may still read Direct Ship. That is fine and needs no correction; it behaves identically.

Why: The case is either a Direct Order (Path C — no transfer needed), already transferred, or has been cancelled.
Check: Look at the Order Status field. If it says Transferred or Restocked, it was already logged.

This is normal for Path A. The case stays in Pending PO until the hospital sends a PO. Enter the PO number when it arrives and the status will advance. Do not cancel the case — just wait.

You have 5 seconds after applying to click ↩ Undo. If you missed the window, an Admin must manually clear the tracking in Airtable, or re-apply with the correct number.

When you open Log Transfer from the Inventory tab directly, the system does not know which case to link it to — so no auto-advance happens. Always log transfers from inside the case detail in Cases & POs.

Go to the Dashboard. Find the 📋 Pending Inventory Requests panel. Click 🖨 Print on the request card — a branded print window opens automatically. Print the form or save as PDF and use it as your pick list while pulling product from the shelf.

Click ✅ Fulfill on the request card. The Log Transfer modal opens pre-filled: From = SBM HQ, To = requesting distributor, Type = Ship Out, Status = Delivered, product + qty pre-loaded. Add the Lot Number and Tracking Number, then click Save Transfer.

Happens automatically on Save: SBM HQ stock decremented · distributor stock incremented · request marked Received · packing slip PDF downloads · dashboard badge clears.

Navigate to Instrument Sets in the left sidebar. Find the tray(s) going to the distributor. Click Transfer, select the destination distributor, set the transfer date, and click Save Transfer. The set's custody is updated and a Transfer Log record is created automatically.

Package implant items with the printed packing slip (auto-generated in Step 2). Package instrument set tray(s) separately if applicable. Ship via UPS/FedEx — the tracking number entered in Step 2 is already recorded in the system. Confirm with the distributor once received; the request shows Received status in ImplantOps.

Yes, it shows a distributor's name as its current location → Scenario 1: Transfer below.   No, it has never been logged in the system before → Scenario 2: Receive New Set below.

Click Instrument Sets in the left sidebar, then click the pill for the correct set (e.g. Menix Set, Black Demo Kit Case).

In the Lots grid, find the lot coming back — it shows the distributor's name under Location (e.g. "Kaizen Medical").

Click the lot row or its ↔ Transfer button to open the Transfer Instrument Set Lot window.

Transfer To = SBM HQ (Return to stock). New Inventory Status = SBM Inventory. Transfer Date = today. Notes optional (tracking #, condition, etc.).

Click Save Transfer. This clears the distributor link, sets status to SBM Inventory, logs a Transfer Log record, and syncs the Inventory tab automatically — all in one step.

Click Instrument Sets in the left sidebar.

Click 📦 Receive New Set at the top of the screen.

Choose the correct Set from the dropdown and enter the Received Date.

Enter the Instrument Set Lot # — this is the lot on the case/tray itself as a whole, read off the outside of the case, not any single instrument.

The BOM list loads below. Enter the Lot # for each individual instrument/component as you read it off the physical piece — every part on the BOM has its own lot number, separate from the set's own lot in Step 4, and none can be left blank.

Click 📦 Save Received Set. This creates one tracked set-instance record (using the Instrument Set Lot #) plus one Component Lot record per BOM line — the set lands at SBM HQ (EVO WH) and becomes visible on the Instrument Sets screen immediately, ready to transfer to a distributor as Consignment.

Open Instrument Sets in the left sidebar. Click through every set pill at the top (EcoFix Fixit, Menix Set, LigaFix Set, Otis, RetroTech, Black Demo Kit Case, Extremity Instrumentation Set, Graft Tech — all of them). On the right side, use the Location filter dropdown (top of the Lots panel) and select EVO WH (this is SBM HQ) — that narrows the list to only the physical sets sitting in our building right now, which is everything in scope. Under each lot's status badge you'll see a small "x/y lots" indicator: red = nothing recorded yet, amber = partially done, green = complete. Work through every lot that isn't green.

Click the "x/y lots" badge (or the 🧩 Components button) on a lot row. A window opens listing every part in that set's BOM, each with a blank or pre-filled Lot # box. Read the lot number physically printed/engraved on that component and type it into the matching box, then click elsewhere — it saves automatically (the box flashes green). Do this for every part in the list; do not leave any blank. Close the window — the badge on that lot row will now read green, confirming it's complete.

On the same lot row, click 🖨 Label. Print the label and physically attach it to the case/tray, matching the part number and lot number shown.

This part is manual — ImplantOps doesn't track metal tags digitally. Physically attach the engraved metal tag to the case/tray per our existing tagging standard, matching the lot number you just entered.

Go back to Step 1, pick the next lot that isn't green, repeat Steps 2–4. When every lot filtered to EVO WH shows a green badge, has a label attached, and has a metal tag on it, the job is complete.

Go to Inventory → Recalls. Click 📤 New Recall Request. Select the distributor location and recall reason.

Type the product name in the search field and select from the dropdown. Choose the Lot # on hand — the system will auto-fill the expiry date and available quantity. Set the Qty to Recall. Click + Add Product to add multiple items to one recall. Add notes or instructions for the distributor if needed.

Click 📤 Send Recall Request. The system creates a transfer record for each line item (Type = Recall Request, Status = Pending), fires an email notification to the distributor via Make, and displays the recall card in the Recalls tab.

Click 🖨 Packing Slip on the recall card. A print window opens with the SBM USA header, product line items, lot numbers, quantities, and signature lines. Print it and send to the distributor to include with their return shipment.

When the distributor ships the products back, click 🚚 Mark In Transit. Status updates to In Transit on all line items for that recall.

When the package arrives, click 📦 Receive. For each line item enter the Qty Received and Lot # received. If there is a discrepancy between what was requested and what arrived, select the disposition: Leave remainder at distributor, Receive remainder → Mark Scrap, or Receive remainder → Mark Demo. Click ✅ Confirm Receipt & Move Inventory.

The system immediately deducts the received qty from the distributor's inventory and adds it to SBM HQ inventory. Transfer records are updated to Received (or Partially Received if there was a discrepancy). A full audit trail is kept in the Transfers tab.

Go to Inventory → Returns. Click + Log Return. The form is batch-capable — you can add several parts to one session instead of repeating the form per item (added 2026-07, TKT-20260723-9763).

Pick the From Location once, at the top — the distributor the item is coming off of, or SBM HQ. The list only offers locations that actually hold stock, so whatever you pick will find its lots. Then, in the Items section below, search and select the Product, pick the Lot Number (auto-populated from stock at that location), and enter Qty — click + Add Item for every additional part.

Choose the reason: Expired, Damaged, Wrong Size, Unused – Returned, Patient Specific – Unused, or Other. This is the permanent "why" on file, and applies to every item in the batch.

This choice controls what happens to inventory. Destroy and Return to Vendor — the item is gone for good and is removed from the location's on-hand count. Quarantine — the item is held, not sellable: it comes off the on-hand count and into a (Quarantine) bucket you can reverse later. All three take the units off the shelf.

Fill in Condition Notes with any extra detail (helpful for audits later) and a Case Reference if this ties to a specific case — both apply to the whole batch. Click Log Return.

The distributor's Qty On Hand is reduced immediately by the qty you entered, for every item in the batch. The removed quantity isn't deleted — it's moved into a companion [Location] (Scrap) row in the Stock tab, so it stays fully visible and traceable. It just no longer counts as available/usable stock — and it no longer counts toward Inventory Valuation either, from the moment you log it.

Go to Inventory → Stock and search or filter by location. You should see the original location's qty reduced, and a new (or incremented) row for [that location] (Scrap) holding the removed qty. The RMA record(s) are visible under Inventory → Returns — that's your permanent reason-of-record — and also under Reports → 🗑️ Scrap / RTV Log.

Go to Inventory → Returns. Click + Log Return. The form is batch-capable — add as many parts as you need before submitting, you don't need to repeat the form per item.

From Location, From Location Type, Return Reason, and Disposition = Return to Vendor — this reveals the Vendor field (defaults to "SBM SAS (France)"). These apply to every line item you add below.

In the Items section, search the product, pick the Lot # (auto-populated from stock at that location), enter Qty, and click + Add Item for every additional part on your list.

Product Costs are confidential (Rule #10) so only Admin/Accountant/Admin View see this. Each line shows qty × unit cost, with a Batch Total Est. Credit at the bottom. A part with no cost on file is flagged but can still be submitted — backfill the cost later from the Returns list.

Click Log Return one time and wait. One record is created per line item, all linked by a shared Batch ID — the whole shipment stays tied together even though each part is its own record. The button disables itself and shows "Logging…" while it submits — if nothing seems to happen, wait a few seconds instead of clicking again or re-entering the same items in a second batch. Submitting the same batch twice creates duplicate records and double-deducts inventory.

If you're Customer Service (or any non-Admin/Accountant/Admin View role), you will NOT see a Credit Preview, a "generate PDF?" prompt, or any Print/Credit Note button after you submit — that's expected, not a bug. Cost and credit-value data is restricted to Admin/Accountant/Admin View under Rule #10, so that entire preview-and-PDF layer is invisible to you by design; it has nothing to do with whether your return went through. Your confirmation is simpler: the form clears with no red error banner, and the batch shows up in the Returns list with your Batch ID, part(s), lot(s), and qty(s). That's it — that's a successful submission. If you need the Credit Note PDF sent to SBM SAS, ask an Admin/Accountant to generate and send it; don't resubmit the batch or recreate the entry trying to make a preview or Print button appear.

You'll be prompted right after submitting a multi-item Return to Vendor batch with at least one priced line — say yes for one PDF covering every part/lot/qty/cost in the batch with a grand total. You can also generate it anytime after from the Returns list: click 📄 Credit Note on any line in that batch.

Email the Credit Note PDF to your SBM France contact as the formal credit request — that document is what they use to process it on their end.

Our stock is consigned from SBM SAS — we never bought it, so an RTV is not a refund claim. What you're waiting for is France confirming they received the goods and took them back onto their books. When they do, click Mark Confirmed on any line in that batch — you're asked once for their credit note number, and it applies to every line automatically. This cannot be undone: a confirmed batch can no longer be reversed.

Check Reports → 📦 Inventory Valuation — the Grand Total already dropped the moment you logged the return; you don't need to wait for Mark Confirmed. Check Reports → 🗑️ Scrap / RTV Log — the batch appears there with its Reason, Notes, and Value, as the permanent audit trail for accounting.

Marcy raises and sends every invoice from ImplantOps. SBM issues its own invoice numbers now, starting at 43300 — nobody asks Accounting for one.
Mariam records them in the books. She is copied on every invoice as it goes out, and downloads the register once a month to prove nothing was missed. She does not create invoices.

Open the order in Cases & POs and click 🧾 Issue Invoice. The box shows the next number before you commit to anything — leave it blank and press ✅ Issue Invoice. You never have to know the number; it is assigned when you save.
The number is assigned when you save, never before, so closing the box without saving wastes nothing. Two people clicking at the same second get different numbers; it cannot hand the same one out twice.
Terms are Net 30 from today. The due date is worked out for you.

The moment the number is assigned you get three buttons: 🧾 Preview, 📧 Send to customer, and Not yet. Do it here — you never go to another tab to send an invoice.
Press 🧾 Preview first and read it. Check the bill-to address and their PO number — those are the two things that get an invoice parked in someone's queue.
Then 📧 Send to customer. It goes to the facility's accounts-payable address with the PDF attached, copying customer service, accounting, Facundo and the facility's own AP copy.
Nothing is billed until you press Send. A number on its own bills nobody. If you press Not yet, the order turns up in the amber warning at the top of Cases & POs until somebody sends it.

Believe it. The order has not been marked as sent and the invoice is still on your list — nothing is lost, nothing is double-sent.
The usual cause is the PDF service running out of credits; Facundo gets an email when it is low. Tell him, wait, then send it again from the amber warning at the top of Cases & POs.
Never fill in "Invoice Sent At" by hand to clear it. That tells the system a customer was billed when they were not, and the invoice disappears off everyone's radar.

If it appears, it means invoices have a number but were never emailed. Those read as invoiced everywhere and are ageing on the clock while the customer has never been billed.
Work the list down until the banner disappears. It is silent when there is nothing wrong, so if you can see it, there is something to do.

Day 23 courtesy notice is automatic. Day 31 first email, day 38 second, day 45 first call, weekly calls after that, day 90 to Mariam for collections. Use ✉ Send on the row; never Outlook.
Two touches with no reply moves it up straight away — the days are the latest it should happen, not permission to wait.

accounting@sbm-usa.com is copied on every invoice the moment it goes to the customer, with the PDF attached. That is your copy to post from. You never have to ask anyone for one.
Post it in QuickBooks using the invoice number on the document. Do not let QuickBooks assign its own — override it. If the two ever disagree, ImplantOps is right.

In Accounts Receivable, press 📗 Invoice Register. It downloads a spreadsheet of every invoice number SBM has issued: number, dates, customer, their PO, our order, amount, whether it was emailed, whether it is paid.
Tick each one off against your books as you go. It is your working copy — nothing you mark goes back into the system.

The last rows count what was issued, what was voided, the total, and how many numbers are missing.
If it says sequence is complete, the month ties out and you can close it.
If a number is missing you will see its own line saying *** 43402 MISSING ***. Do not close the month. A gap means an invoice was raised and its record was deleted — tell Facundo.
A row marked Void is not a gap. It keeps its number on purpose so the sequence stays explainable.

During the changeover, Mariam checks each SBM-issued invoice landed in QuickBooks correctly before we stop double-checking. Any invoice numbered 43299 or below came out of QuickBooks before the changeover — leave those alone, they were never sent from here.
If an invoice was already raised in QuickBooks and just needs recording here, type that number into the "Use a different number" box instead of leaving it blank.

Wrong amount or wrong facility after sending. Do not reuse the number. Tell Facundo — it needs voiding and reissuing so the sequence stays honest.
No AP email on file. The Send button refuses and says so. Add the address to the facility record first.
Customer asks for our bank details. They are deliberately not printed on the invoice. Email them the Vendor Payment Information sheet from accounting@sbm-usa.com.
Customer says our payment details changed. They did not. Every invoice carries that warning. Anyone claiming otherwise is committing fraud — tell Facundo immediately.

Use the search bar above. Most questions are answered here.

Click the 🎫 Support button in the bottom-right corner of any screen. Describe what you were trying to do, what happened, and attach a screenshot if possible. This creates a tracked ticket — an admin will follow up, and you'll see a Resolution Summary in your Tickets tab once it's fixed for you to confirm.

Contact the Admin directly at orders@sbm-usa.com.