Help and FAQs

Email us at customerservice.us@seqirus.com. We will send a reply within 2 business days. Response times may be delayed during U.S. holiday periods.

You can also contact our flu360 Customer Service team at (855)-358-8966. Our hours of operation are Monday through Friday, 9:00 AM to 6:30 PM EDT/EST.

Please note, our flu360 Customer Service and Medical Communications offices are closed during major U.S. holidays.

To report an adverse event, call us at (855) 358-8966 and choose "Option 1" or email us.medicalinformation@seqirus.com. You can also find more information about reporting an adverse event through CSL Seqirus or through the FDA.

Call our Medical Communications team at (855) 358-8966, and choose "Option 1." They are available Monday through Friday, 9:00 AM to 6:30 PM EDT/EST, but are closed during major US holidays.

If your organization is an existing CSL Seqirus customer, you will need the CSL Seqirus account number and zip code.

If you are setting up your flu360 account as a new customer (ie, your organization is not yet a CSL Seqirus customer), you will need the following information:

• Purchasing contact
• Billing contact
• Payer contact
• Shipping and medical license per location

After you finish flu360 registration and your account is verified, you will be able to log in and take advantage of the features on your account, including ordering vaccine to your verified location(s).

For the past season, the pre-book reservation period began in October and ended in April.

Once our pre-book reservation window opens (typically late October to early December), place an order through your flu360 account by clicking on the Start Order button in the navigation bar, and select the pre-book option for the upcoming season.

Place an incremental vaccine order during the flu season by clicking on the Start Order button in the navigation bar of your flu360 account and moving through the product selection and checkout process.

You can call your Vaccine Solutions Specialist directly, or contact our flu360 Customer Service at customerservice.us@seqirus.com as you are placing an order, and they can support you through the process and answer any questions you may have.

If you have a flu360 account, you will receive an email shortly after placing an order, which will confirm that we have received the order. If you have not received an order confirmation email within 1-2 business days, please contact our flu360 Customer Service at customerservice.us@seqirus.com for assistance.

If you have placed an order through your flu360 account or by another means (eg, over the phone with your Vaccine Solutions Specialist) and the order is not appearing on your Orders page, please contact your Vaccine Solutions Specialist or contact flu360 Customer Service at customerservice.us@seqirus.com.

We do sometimes sell out of specific products or presentations over the course of the flu season. We cannot guarantee that more supply will become available, but we suggest you work with your Vaccine Solutions Specialist or contact flu360 Customer Service to inquire about future availability or an alternate product.

Go to the Orders page within your flu360 account, select the specific season for which you want to view orders, then click individual orders to view specific details.

You can update pre-book reservation orders until they are in final preparation for shipment. If you have a flu360 account, you will receive an email notification when this deadline is approaching. You will receive a confirmation email once the deadline has passed and the order is being prepared to ship.

If you have a flu360 account and you have updated an order, you can expect to receive an email confirming the update. In rare cases, you may receive an email notifying you that the update was not successful, and prompting you to contact our flu360 Customer Service team for further support.

The order number belonging to a specific CSL Seqirus order is a record locator for that order in our system. Your purchase order (PO) number is a unique number assigned to the purchase order form for a given order. Both numbers will be referenced throughout the ordering process, but order numbers are primarily used within the website to track and organize your orders.

If you have updated an existing order, such as adding or removing products, the PO# from the original order will be replaced with a new PO#.

If you need to cancel an order, contact flu360 Customer Service at customerservice.us@seqirus.com. Our hours of operation are Monday through Friday, 9:00 AM to 6:30 PM EDT/EST.

We typically begin to ship pre-book reservation orders by early to mid-August, and shipping continues into early October. We will send updates via email, both before and during the pre-book shipping process, to inform you of process milestones, and encourage you to check the Orders dashboard of your flu360 account to track order status and shipments.

For orders placed during the flu season, we typically ship and deliver all products within 5-10 business days of the order being placed.

Track the status of your orders and their respective shipments by visiting the Orders dashboard within your flu360 account, selecting a specific order, and viewing the order status indicator. Once shipments have begun for a given order, you can view the specific product quantities within a single shipment, and track the delivery status and expected timing by selecting the tracking ID of our third-party logistics partner.

All CSL Seqirus vaccine deliveries require a professional at your organization to receive the shipment from our logistics provider. If a delivery is unsuccessful, we will attempt re-delivery the next business day.

Contact flu360 Customer Service at customerservice.us@seqirus.com to report any shipment-related issues and get support to address the issue(s).

You can review CSL Seqirus' return policy on our Product Return Form.

We typically announce a season's product return window in February or March, after which our customers can begin to return products according to our policies and process guidelines.

Your product return deadline is specified within your contract.

View a full explanation of the product return process and related guidelines on our Seqirus Influenza Vaccine Returns FAQ.

Payment is due within 60 days of receiving your invoice. Your invoice is created at the time of your shipment, then sent via email and/or postal service, based on your communication preferences. The paper copy of your invoice may arrive after your shipment(s) arrives. You can access the payment status of your invoices, including upcoming payment indicators, on the All Invoices page of your flu360 account.

Log in to your flu360 account, and navigate to All Invoices. From there, you can select the invoice you'd like to pay and choose to "Pay by Credit Card" or "Pay by ACH." Then follow the steps based on your chosen payment method.

You will receive an emailed invoice immediately, but if your communication preference is set to receive mailed invoices, the hard copy of your invoice may arrive after your vaccine shipment(s) arrives. You can also view your invoice on the All Invoices page of your flu360 account.

Download a copy of your invoice on the All Invoices page of your flu360 account. Simply select the invoice you would like to download, and click the download icon.

Invoices are provided on a per-shipment basis. Your invoice is created at the time of your shipment, then sent via email and/or postal service, based on your communication preferences. The paper copy of your invoice may arrive after your shipment(s) arrives. Invoices are available within your flu360 account 1-3 business days after the successful delivery of a shipment.

Access your invoices by going to the All Invoices page of your flu360 account.

Pay invoices online by credit card, as long as the invoice is below CSL Seqirus' credit card limit of $50,000 and there aren't any credits applied to the invoice. Alternatively, you can pay an invoice through ACH via your bank or financial institution. For assistance paying by ACH, you can contact flu360 Customer Service at customerservice.us@seqirus.com.

You can only pay one invoice at a time through the website. We do not currently allow for a single payment against multiple invoices.

Some invoices can't be paid online by credit card, including those over the CSL Seqirus credit card limit ($50,000) and invoices to which credits have been applied.

Expect to receive a notification email each time a new invoice becomes available within your flu360 account. To track the status of your invoices, you can click into a specific order within your Orders dashboard. Each invoice has a status designation: "Open" invoices are ready for payment, "Past Due" invoices have not been paid within your organization's payment terms and require immediate payment, and "Paid" invoices have been paid and cleared.

We don't currently store credit card information in customer flu360 accounts. You will need to enter your credit card information each time you pay an invoice.

Locate an order's PO# within the Orders dashboard of your flu360 account, as well as on the purchase order form pertaining to a given order. If you need help retrieving a purchase order form, please reach out to flu360 Customer Service at customerservice.us@seqirus.com.

Your payment terms are located within your CSL Seqirus contract, and referenced within each invoice.

View the credits available to you on the Overview Dashboard of your flu360 account.

If your organization has available credits, please contact USAINC.AccountsReceivable@Seqirus.com who can help you apply your credit and share with you how to pay the remaining balance.

Call our Medical Communications team at (855) 358-8966. They are available Monday through Friday, 9:00 AM to 6:30 PM EDT/EST, but are closed during major US holidays.

View and Download our Vaccine Administration Guide or via the Tools & Resources page.

Access information on the product page of FLUAD^® QUADRIVALENT here. You can also learn more about adjuvanted vaccine technology here.

Access information on the product page of FLUCELVAX^® QUADRIVALENT here. You can also learn more about cell-based manufacturing technology here.

Access information on the product page of AFLURIA^® QUADRIVALENT here.

Visit our Products page for information about quadrivalent influenza vaccines and our comprehensive portfolio of vaccines.

Visit our Cell-Based Vaccine Technology page to learn more about cell-based technology and our cell-based influenza vaccine.

Visit our Adjuvant Vaccine Technology page to learn more about adjuvants and our adjuvanted influenza vaccine.

Via flu360, you have access to a wealth of resources to help you run your flu vaccination clinics and business more effectively and efficiently. You may access the Tools & Resources page for various resources ranging from product information, best practices guidance, coding and billing information, as well as patient awareness and education materials.

Via flu360 you have access to numerous resources to help you connect with your patients on the importance of getting the flu shot every year. These materials are tailored to a range of patient populations with some available in Spanish as well as English, and you may access them on the Tools & Resources page.

Contact flu360 Customer Service at customerservice.us@seqirus.com if you need to add a shipping location or billing location to your flu360 account.

Contact flu360 Customer Service at customerservice.us@seqirus.com if you need to remove a shipping location or billing location from your account.

Contact flu360 Customer Service at customerservice.us@seqirus.com for assistance in removing a user.