Source folder: SOPs
_Source file: SOP_Prenatal_Paternity_Test (DDC vs Vangenes).pdf
File type: PDF document
Back to folder index
📘
OFFICIAL SOP - Prenatal Paternity Test
(DDC vs Vangenes)
Effective immediately
Applies to: All EasyDNA brands, all CSRs, all international markets during transition period
This SOP exists to ensure that:
- CSRs correctly identify which Prenatal Paternity Test to offer
- CSRs do NOT mix DDC and Vangenes, as they are direct competitors
- The correct ATP sales draft is always used
- The wrong test is never sold in the wrong market
This SOP must be followed strictly.
🚨
LAB NAMES MUST NEVER BE MENTIONED TO CLIENTS
This includes emails, chats, calls, and ATP drafts.
1⃣ Golden Rule (MANDATORY)
CSRs must sell the test exactly as listed on the EasyDNA website for that market.
- If the product is listed on EasyDNA UK → use the UK prenatal product
- If the product is listed on EasyDNA Canada → use the Canada prenatal product
- Never cross-quote pricing, timelines, or features
Never mix ATP sales drafts
📘
OFFICIAL SOP - Prenatal Paternity Test
(DDC vs Vangenes)
2⃣ Product Identification - INTERNAL USE ONLY
Product A - NEW Prenatal Paternity Test
(Internal reference: VANGENES - DO NOT SAY THIS TO CLIENTS)
Key characteristics (client-safe):
- Can be performed from earlier in the pregnancy
- Lower base price compared to the alternative
- Standard turnaround time
- Return shipment included as part of the service
- Kit Ref Number format: EDLI-VAN*****UK (Asterix = digits)
📌
ATP Sales Draft to use:
➡
EN - SALES - PRENATAL - VANGENES NON INVASIVE PRENATAL - 27/11/25
Product B - LEGACY Prenatal Paternity Test
(Internal reference: DDC - DO NOT SAY THIS TO CLIENTS)
Key characteristics (client-safe):
- Can only be performed later in the pregnancy
- Higher base price
- Return shipment included as part of the service
- Kit Ref Number format: EAS-PRE*****CA (Asterix = digits)
📌
ATP Sales Draft to use (MANDATORY):
➡
SALES - PRENATAL - DDC NON INVASIVE PRENATAL - 12/8/25
3⃣ Market Rules (CRITICAL)
✅
If the client is in a market where the Vangenes prenatal test is live
- ONLY offer the Vangenes prenatal product
DO NOT offer or reference the DDC prenatal test
- If CSRs see a draft titled:
"EN - SALES - PRENATAL - DDC NON INVASIVE PRENATAL - DO NOT USE"
📘
OFFICIAL SOP - Prenatal Paternity Test
(DDC vs Vangenes)
→ this is a clear stop sign
✔
Use common sense:
If the market has transitioned, the older product must stop being sold.
✅
If the client is in a market where only the DDC product exists
- Offer the DDC prenatal product
- Use only the DDC ATP draft
- Quote only the pricing and features shown on that site
4⃣ What CSRs MAY Say to Clients
✅
Approved Language
- "Our non-invasive prenatal paternity test can be done from X weeks of pregnancy."
- "The price for this test in your country is £ / $ X."
- "Results are typically available within X working days."
- "This test is performed using advanced DNA technology."
❌
Forbidden Language
🚫
Any lab name
🚫
"Our US lab / Hong Kong lab"
🚫
Comparing the two products directly
🚫
Explaining internal transitions
If a client asks:
"Which lab does the test go to?"
✅
Approved response:
"The test is processed by one of our accredited partner facilities, following strict international
quality standards."
📘
OFFICIAL SOP - Prenatal Paternity Test
(DDC vs Vangenes)
5⃣ CSR Decision Flow (SIMPLE)
1⃣ Check client country
2⃣ Check which EasyDNA website applies
3⃣ Open the product page
4⃣ Match:
- Price
- Pregnancy week eligibility
- Turnaround time
5⃣ Use the matching ATP Sales Draft ONLY
If anything doesn't match → STOP and escalate to a supervisor.
6⃣ Zero-Tolerance Rule (IMPORTANT)
🚨
Mixing these two prenatal products is not allowed because:
- They are direct competitors
- They have different pricing
- They have different eligibility timelines
- Errors cause refunds, complaints, and delays
Any mismatch between:
- Market
- Product page
- ATP draft
= CSR error