Verification Policy
Drug tests must be verified as unused before any funds are released.
The Digital Paper Trail
Every registration generates a unique barcode—similar to a UPS tracking number—assigned specifically to you. We use Aurora and webCCF to confirm this barcode was never scanned at a lab.
Troubleshooting Guide
Valid Refund Reasons
Donors must provide a specific reason for the request.
Collection Site Closed
Site was not open during posted hours.
Site/Collector Error
Collector refused the barcode or used the wrong system (e.g., not using FormFox at Quest).
Customer Instruction Error
Subject to 3.5% processing fee.
The Process
From verification to bank deposit.
LTS Audit (48 Hours)
We check Aurora/webCCF to ensure the "UPS-style" barcode was never scanned.
Stripe Submission
Logged via CSR Admin AI and submitted to the card processor.
Bank Credit (7-10 Days)
Final processing by your banking institution.
Important Reminder
"If Quest says your barcode is 'invalid,' please remind them to use the FormFox system. Most 'errors' can be resolved onsite without needing a refund."