show / hide content

How do I get help with the system?

When logged into the iOPharma™ platform, you can use the "Any feedback or comments? click here" link at the bottom left hand corner of each screen. This allows you to select the type of feedback, a title and a description. When submitted this will raise a ticket with our support staff.

Alternatively, if you are unable to gain access to the iOPharma™ platform, you can raise a support call by emailing helpdesk@io-pharma.com with your name, contact number, problem details, the severity of the problem and, if possible, a supporting screen shot of the problem.

Back to IT & Support questions

Once a ticket is logged with iO Support, how quickly can I expect a response?

Typical response times are within one hour of a support call being received during UK hours of 08:30 to 23:00hrs GMT. Some problems are solved even more quickly than this. We aim to ensure that within an hour you will have received an email with your call reference details and an update on how the reported problem is going to be handled.

Back to IT & Support questions

I do not use Internet Explorer - can I access the system?

Currently the iOPharma™ platform is specifically written to use Microsoft's Internet Explorer (IE) version 6 and higher releases of their browser software. We are aware of the growing trend of using other manufacturer's browsers and future releases of the product will be designed to expand the types of browser supported. If you are experiencing problems with specific functions within the system - please ensure that you are using IE 6 or newer before logging a support call.

Back to IT & Support questions

When registering I cannot find my country / city combination - what can I do?

We have a very comprehensive database of Countries and Cities loaded into the iOPharma™ system. However, there will be occasions when a Country / City combination cannot be located. In this instance, please email helpdesk@io-pharma.com with the details of the Country and City, once the details have been verified they will be added to our central database for you and other customers to use.

Back to IT & Support questions

How secure is iOPharma™ ?

iOPharma™ takes the security of your login credentials and data very seriously. All system traffic is encrypted both at the database and Internet client server traffic level. We utilise Verisign SSL encryption to ensure that traffic that is passed between your workstation and the backend servers is secured by a minimum 128bit encryption.

Back to IT & Support questions

If I have forgotten my password how can I reset it?

At the iOPharma™ client login screen there is a "forgot your password?" link. This allows you to enter your email address or username and receive a reminder of the password your account is using.

Back to IT & Support questions

What format should my password be in?

Your password must be a minimum of 6 characters using a combination of numbers and letters.

Back to IT & Support questions

As a supplier, can iOPharma™ assist me with uploading my products?

Yes we certainly can. If you would like assistance with uploading products to the system you can access the self service option which is available from the "Home Page / Technical / Sales Catalogue / Quick Product Entry" links or you can raise a ticket by emailing helpdesk@io-pharma.com and a technician will contact you to discuss your requirements.

Back to IT & Support questions

What happens to data I have input if the session times out?

Until you have clicked the submit button, all data within a form is stored locally on your machine. Unfortunately if the session between your workstation and the server times out due to inactivity, this data will be discarded to maintain security and you will need to re-enter the information.

Back to IT & Support questions

How do I access the iOPharma™ system?

Using Microsoft Internet Explorer v6 or above, you can access the system via the Login link on the iOPharma™ website: http://www.io-pharma.com. Or alternatively you can access the system directly by visiting the URL https://live.io-pharma.com/ and this will take you to the login screen. Submit your previously registered Username (email address) and Password and click "Submit" to login.

Back to IT & Support questions

show / hide content

How do I invite my suppliers?

1. From the main menu, select Clients / My Clients.
2. From the left navigation menu, select Create Client button.
3. In the company name field, type the supplier's company name and view the matching results.
4. Select the supplier name that appears. In no company name appears, select the "Invite New Client" button and add the supplier details and your personal message and select "invite". The Supplier will receive your invitation and you will be notified of his acceptance of your invitation.

Back to Buyer questions

How do I search for new suppliers?

1. From the dashboard select "Source".
2. Type the supplier name, product name or CAS number and select "Search" to view the results. If no matches are found, you can add your supplier by inviting him to work with you on io-pharma.com. See "How do I invite my suppliers?"

Back to Buyer questions

How do I update my profile?

It is important to update your profile, as it provides your suppliers and new suppliers with the information they need to do business with you. To update your profile:

1. From the main menu, select "Management / My Profile.
2. Review the profile, and scroll down to select "Edit Profile".
3. Update your profile, upload your logo and click "Save".

Back to Buyer questions

How do I publish my catalogue?

1. From the main menu, select Technical / Purchase Catalogue
2. Select the product category (eg. A.P.I.'s), then add your search criteria (enter a product name or CAS Number) and hit the "Search" button.
3. On the search results page select "Add to My Purchase Catalogue" from the product drop down list.
4. Specify the product details and hit the "Publish" button. Your product details will only be published internally for your purchasing department to match with your suppliers' product specifications. Suppliers can view your product specs only if you added them through your purchasing process, as an attachment.

Note: You can NOT publish a catalogue as a single buyer. You must first upgrade your account to be able to publish a catalogue. Click here to upgrade your account.

Back to Buyer questions

Why should I publish my catalogue?

• Provides one easy-to-use reference for your Quality Control and Purchasing Departments.
• Ensure that your purchasing department always has the most up-to-date specifications.
• Ensure consistency between your internal product specifications and your suppliers' specifications.

Back to Buyer questions

How do I create an enquiry?

1. From the dashboard, select "Source"
2. Enter a product name, supplier name or CAS number and select "search" to view the results.
3. Verify the results. If no matching results appear, you can invite a supplier using the "Invite New Client" button (see "How do I invite my suppliers?")
4. If the product specs are published, and the supplier is in your "approved suppliers" list, you can proceed to purchase without negotiating the product specs by NOT selecting the "Negotiate Specs" option.
5. Select the product(s) you are interested in, and press the "Enquire" button. You will be notified once the supplier responds to your enquiry.

Back to Buyer questions

How do I send a Request for Quote (RFQ)?

1. From the dashboard, select "RFQ". Here you will be able to view products that you accepted the specifications for in the "Enquiry" section of the site.
2. Select the product you are interested in and select "RFQ"
3. You will be notified once the supplier responds back to your request.

Back to Buyer questions

How do I create a Purchase Order Proposal (POP)?

1. From the dashboard select "POP".
2. You can select from the list of products already in your list, or, if there are no products listed you can click on the "Source for new products" button and search for products. Please note that you can only select from approved suppliers and published product specifications in order to create a POP. If any of these conditions are not met, then an enquiry will be sent to the supplier. See "How do I create an enquiry?" for more details.
3. Select the product you are interested in and then select "Create Purchase Order Proposal". Note: You now have created a draft Purchase Order Proposal. This has not been sent to the supplier as you must first submit a bid.
4. From the dashboard, select "Negotiate".
5. Select your draft POP, and from the drop down list, select "Qualify Purchase Order Proposal" and select the action button next to it.
6. Submit your terms and requirements and click the "Send purchase order proposal" button to send your response to the supplier. Note: Now the status of the POP is "Pending". You will be notified once the supplier responds back to your bid.

Back to Buyer questions

What if I receive the goods but they are not acceptable?

For each batch in the received shipment order, you can create a "ticket" where you can send a note to the supplier with your issues and the supplier will respond through the same format unless you request otherwise. If you are still not satisfied after raising a "ticket", you can contact iOPharma™ for mediation. All documentation and agreements that were communicated through iOPharma™ can be used as a reference in your dispute.

Note: Mediation services are only available to iOPro Users. Click here to upgrade your account.

Back to Buyer questions

How do I publish my news and information to the wider iOPharma™ audience?

You can NOT publish your news as a single buyer, you have to upgrade your account to be able to publish your news to your members and iOPharama members.

What are the benefits of publishing my news?

• Promote your company profile to suppliers
• Publish your news to your corporate members
• Keep your clients up to date on your latest news, events, and announcements

Click here to upgrade your account.

Back to Buyer questions

How do I participate in published discussions?

1. From the homepage select "Discussions".
2. Select the category or the topic that interests you by clicking on the link.
3. You can create a topic or respond to any of the discussions currently taking place.

Back to Buyer questions

show / hide content

How do I invite my buyers?

1. From the main menu, select Clients / My Clients.
2. From the left navigation menu, click on the "Create Client" button.
3. In the company name, type the buyer's company name and view the matching results.
4. Select the buyer name that appears. In no company name appears, select the "Invite New Client" button and add the buyer details and your personal message and select "invite". The buyer will receive your invitation and you will be notified of his acceptance of your invitation.

Back to Supplier questions

How do I update my profile?

It is important to update your profile, as it provides your buyers and potential buyers with the information they need to do business with you. To update your profile:

1. From the main menu, select "Management / My Profile.
2. Review the profile, and scroll down to select "Edit Profile".
3. Update your profile, upload your logo and click "Save".

Back to Supplier questions

How do I publish my catalogue?

From the dashboard select "Products" and follow one of the following options:

OPTION 1: Select "Quick Entry Product" and follow the steps listed under the header. If you choose this option, the iOPharam support team will import your products for you. You will be notified by iOPharma™ once the products are imported.

OPTION 2: Select "Quick Entry Product", type your product name or CAS Number and select the search button to view the matches. From the matching results select your product (you can repeat this more than one time). Once completed click "save". As a result, your products will appear in your catalogue without specs and will be promoted to your buyers. If you wish to update your product specifications, see "How do I update and publish my product specifications?"

OPTION 3: Select "APIs", type your product name or CAS number and select the search button to view the matches. From the product drop down list select "Add to my catalogue" and select the action button next to it to start adding the product details. If you wish to update your product specifications, see "How do I update and publish my product specifications?"

NOTE: You can NOT publish a catalogue as a single buyer. You must first upgrade your account to be able to publish a catalogue. Click here to upgrade your account.

Back to Supplier questions

How do I update and publish my product specifications?

1. From the dashboard, select "Products".
2. Select the products category to view all of the products.
3. Select the product you want to update / publish. From the drop down list, select "Update Product Details".
4. Modify / Submit the product specifications (It is recommended that you attach the product COA).
5. Select "Next" to review the product specifications and publish this information to your buyers. Select "Save as Draft" if you do not wish to publish the specs to your buyers at this stage.
6. Select "Publish". Approved buyers can now view your product specifications.

Back to Supplier questions

How do I price my products?

1. From the dashboard select "Base Pricing".
2. Select the product name and from the drop down list select "Update Reference Price". Note: You can only price products with published specs.
3. Set the product price and define the expiry date. (You will be notified 3 days before the product price expires).

Note: Your product price is ONLY PUBLISHED to buyers that you have approved and can be viewed in your "approved client list"

Back to Supplier questions

How do I respond to enquiries that I receive?

1. From the dashboard, select "Enquiries" where you can view all of the open enquiries categorized by buyer name.
2. Select the number next to "Enquiries Pending my Response".
3. For each product enquiry, select "Response" then specify your product details and submit for the buyer to review. You will be notified once the buyer responds back to your request.

Back to Supplier questions

How do I respond to a buyers RFQ?

1. From the dashboard select "Enquiries".
2. From the left menu, select "RFQ" to view all of the open RFQs categorized by buyer name.
3. Select the number next to "RFQ Pending My Response".
4. For each product RFQ, select "Set Price", specify the product base price, and submit to the buyer and await their reaction. You will be notified once the buyer submits his "Purchase Order Proposal".

Back to Supplier questions

How do I negotiate POP specs?

1. From the dashboard select "Negotiate", to view pending "Purchase Order Proposals" (POPs)
2. For POPs pending your response, from the drop down list, select "View POP Details"
3. Click on "Review Buyer Bid", and select "Next" to add your counter bid and to send it to the buyer for review.
4. Now the status of the POP should be "Pending the buyer action". You will be notified once the buyer accepts or rejects your counter bid.

Back to Supplier questions

What if the goods are not accepted by the buyer?

For each batch in the shipment order, you can create a "ticket" where you can send a note to the buyer with your concerns and the buyer will respond through the same format unless you request otherwise. If you are still not satisfied after raising a "ticket", you can contact iOPharma™ for mediation. All documentation and agreements that were communicated through iOPharma™ can be used as a reference in your dispute.

Note: Mediation services are only available to iOPro Users. Click here to upgrade your account.

Back to Supplier questions

How do I publish my news and information to the wider iOPharma™ audience?

You can NOT publish your news as a single supplier, you have to upgrade your account to be able to publish your news to your members and iOPharama members.

What are the benefits of publishing my news?

• Promote your company profile to potential buyers
• Publish your news to your corporate members
• Keep your clients up to date on your latest news, events, and announcements

Click here to upgrade your account.

Back to Supplier questions

How do I participate in published discussions?

1. From the homepage select "Discussions".
2. Select the category or the topic that interests you by clicking on the link.
3. You can create a topic or respond to any of the discussions currently taking place.

Back to Supplier questions

show / hide content

What is io-pharma.com?

iOPharma™ is a dedicated web-based trading platform. It uses state of the art technologies to provide buyers and sellers with a single, collaborative platform that enables end-to-end, online transactions. The platform helps buyers and sellers to reduce the time and cost to source, qualify, promote, negotiate, order, ship, receive, quality check, and pay for products to minutes instead of days.

Back to Membership questions

Why was io-pharma.com developed?

iOPharma™ was developed to supplement, support, and enhance existing internal workflow systems and not to replace them. The platform represents a 'plug-in' to harmonise workflows between trading partners, allowing them to focus on core activities whilst simultaneously managing interactions in the background.

Back to Membership questions

Why should I use io-pharma.com?

iOPharma™ is a comprehensive, online, end-to-end supply chain management platform that helps buyers and sellers to:

• Reduce the time and cost to source, qualify, promote, negotiate, order, ship, receive, quality check, and pay for products to minutes instead of days
• Minimize shipping costs and uncertainties by ordering, documenting and tracking directly to forwarders with a click of a button
• Ensure compliance and full traceability via our online audit trail logs
• Stay on top of your business with mobile, secure access to all departments and stakeholders
• Reduce duplication of work and resources with a harmonised "one stop shop" for trading
• Ensure that you are getting the most favourable terms by accessing a wider range of qualified suppliers and buyers
• Stay informed with our extensive and up-to-date product, market, and industry information
• Keep your business running around the clock with 24/7 access to your entire supply chain

Back to Membership questions

Who do I contact if I encounter a problem?

Our specialist online help desk is there to offer problem resolution services at your request. To raise a help desk ticket, please email: helpdesk@io-pharma.com.

Back to Membership questions

What if I forgot my password?

If you have forgotten your password, simply click on the 'forgot your password?' link on the iOPharma™ .com log in page and we will send you a new password.

Back to Membership questions

How do I register?

To register simply go to: www.io-pharma.com and click on the "register" button. Please make sure that you click on the correct button. If you are a buyer than click on the "Buyer" registration button and if you are a supplier than click on the "Supplier" registration button.

Back to Membership questions

What is Trust2Source?

Trust2Source is a non-invasive, free web-based app that deploys in minutes on a supplier's website. It allows prospective buyers to not only browse product lists but also to directly make enquiries, negotiate terms, order products, and track and quality approve shipments online.

Back to Membership questions

Do I have to open an account with iOPharma™ to sell or buy?

Though you can browse or search through iOPharma™ 's global product catalogue from the moment you first visit the site, you must become a registered iOPharma™ user in order to buy or sell pharmaceutical ingredients.

Back to Membership questions

Why do I have to register to use the iOPharma™ website?

• There are several reasons for iOPharma™ 's requirement that visitors become registered users in order to buy and sell pharmaceutical ingredients, all of them related to compliance, transparency, safety and fairness.
• Registration gives buyers and sellers recourse. Because iOPharma™ maintains contact information for all buyers and sellers, those who feel as though they've been defrauded are guaranteed some recourse and a way to contact or communicate with the other party.
• Registration prohibits abuse, fraud or vandalism. Because every ingredient listed and every order placed on iOPharma™ can be traced to someone, it is highly unlikely that the platform is abused by false and misleading actions or false and insincere orders. User registration keeps the wheels of commerce turning smoothly.
• Registration provides performance tracking. By using a clever and democratic feedback system, iOPharma™ is able to provide every user with an indication of how his or her trading partners have performed in past transactions. This makes good users look better while making it virtually impossible for poor users to continue to do business using poor practices.
• Registration makes it easier to buy and sell because iOPharma™ remembers your shipping address and (if you so choose) payment information; you don't have to re-enter this information each time you purchase or sell an item.

Back to Membership questions

Can I buy and sell any ingredient on iOPharma™ ?

No. There are limits on the range of ingredients that can be sold on iOPharma™ .com.
Anything that is illegal to trade, illegal to possess, illegal to transport or is not compliant with applicable regulations or industry standards cannot be sold on iOPharma™ . For specific details about the types of items that can't be sold on iOPharma™ or that can only be sold if certain conditions are met, refer to iOPharma™ 's Prohibited and Restricted Ingredients policy.

Back to Membership questions

What can I do if the delivered ingredient does not meet agreed criteria?

There exist various ways to resolve such an unlikely conflict. We strongly recommend the following steps. 1) Quick reaction: Immediately get in touch with your supplier and precisely report in writing any deficiencies, failures or alleged breach of contract (note: For reasons of evidence send an email via iOPharma™ 's mail system); 2) try to settle the dispute amicably with your supplier within a reasonable period of time; 3) if such a settlement fails, inform iOPharma™ Support which then may intervene by means of alternative dispute resolution (ADR) or by arbitration.

Back to Membership questions

What can I do if there are problems with a shipper or forwarder?

First, check the agreed terms & conditions with your shipper/forwarder. We then recommend the following steps. 1) Quick reaction: Immediately get in touch with the shipper/forwarder and report in writing any deficiencies, failures or alleged breach of contract (note: Send an email via iOPharma™ ); 2) try to settle the dispute amicably with your shipper/forwarder within a reasonable period of time; 3) if such a settlement fails, inform iOPharma™ Support which then may intervene by means of alternative dispute resolution (ADR) or by arbitration.

Back to Membership questions

What is the meaning of "FOB"?

Under the Incoterm standard published by the International Chamber of Commerce, FOB stands for "Free On Board", and is always used in conjunction with a port of loading. Indicating "FOB port" means that the seller pays for transportation of the goods to the port of shipment, plus loading costs.

The buyer pays cost of marine freight transport, insurance, unloading, and transportation from the arrival port to the final destination. The passing of risks occurs when the goods pass the ship's rail at the port of shipment. For example, "FOB Vancouver" indicates that the seller will pay for transportation of the goods to the port of Vancouver, and the cost of loading the goods on to the cargo ship (this includes inland haulage, Customs clearance, origin documentation charges, demurrage if any, origin Port handling charges, in this case Vancouver).

The buyer pays for all costs beyond that point (including unloading). Responsibility for the goods is with the seller until the goods pass the ship's rail. Once the cargo is on the ship, the buyer assumes risk.

Due to potential confusion with domestic North American usage of "FOB", it is recommended that the use of Incoterms be explicitly specified, along with the edition of the standard. For example, "FOB New York (Incoterms 2000)". Incoterms apply primarily to international trade, not domestic trade within a given country.

Back to Membership questions

How can I find a reputable supplier?

Only qualified suppliers have access to iOPharma™ . Therefore, it is very unlikely that a supplier does not meet the high standards of the pharmaceutical industry. Nevertheless, at the sourcing stage it is important to study the supplier's profile thoroughly. In the unlikely event of problems with a particular supplier we advise you to get in touch with our sales support team that may intervene and try to settle any misunderstandings, conflicts or disputes.

Back to Membership questions

What can I do if I want to know more about a specific supplier?

Apart from reviewing the supplier's profile that is published on iOPharma™ , we also recommend that you visit the supplier's website and call directly to the supplier's contact person indicated in their profile. iOPharma™ itself is not in a position to give any specific recommendations on suppliers but is obliged to treat all users of its services equally.

Back to Membership questions

Who is responsible for compliance with laws, regulations, and industry standards?

It is the responsibility of any user of iOPharma™ 's services to be compliant with applicable laws, standard's and industry codes and codexes ("soft law" such as industry recommendations). Non-compliance may result in the closure of your account with iOPharma™ (see the iOPharma™ User Agreement).

Back to Membership questions

What needs to be done if I detect non-compliant behaviour?

This calls for immediate action. We strongly recommend that you immediately get in touch with the iOPharma™ Support staff.

Back to Membership questions

Can I store transaction data also on my own computers and servers?

Yes. Though all data between buyer and supplier is safely stored on the iOPharma™ servers and the latest backup technology is applied, it is possible to store transaction data on your own server as well.

Back to Membership questions

What are the rights and obligations between me and iOPharma™ ?

Rights and obligations of users are stated in the iOPharma™ User Agreement that you sign when you initially register on the site. There you will find all terms and conditions for the use of the site. We recommend that you thoroughly review this document. You will find a link to the latest terms and conditions at the bottom of the iOPharma™ website.

Back to Membership questions

Is it possible for a supplier to control who get's access to product information, including price?

Yes. The supplier has full and exclusive control at any time. If a potential buyer sends a request to enquire, it is the supplier alone who decides if further information such as price details will be disclosed or if the request will be denied.

Back to Membership questions

What are the rights and obligations between a buyer and a supplier entering a purchase order?

Once a buyer and a seller agree on all relevant elements of a transaction such as quantity, quality, price, delivery details, etc. they have entered a binding contractual agreement. We highly recommend the exchange of signed agreements in writing as this is the best evidence about what was agreed in case of a conflict between the parties.

Back to Membership questions

Is iOPharma™ also bound by agreements between buyer and supplier that are entered via the platform?

No. iOPharma™ is a service provider facilitating the exchange of information between buyer and supplier and as such is not a party to a sale purchase agreement.

Back to Membership questions