DraftVerify Standards Library · F-22

Incident Response & Mis-Serve Procedure

This document defines the mandatory response protocol for all incidents involving:

Mis-serve of alcoholic beer to an NA customer
Cross-contamination of NA draft
Incorrect keg connection
Failed identity checks
Damaged or missing DraftVerify tags
Any event posing safety, regulatory, or reputational risk

DraftVerify does not assign blame — it provides a standardized, defensible, and auditable process for responding to incidents.

1. Purpose

The goal of this protocol is to:

Protect NA consumers from harm
Ensure proper and immediate incident containment
Provide venues with a clear step-by-step response
Create a defensible audit trail
Support breweries and distributors in root-cause analysis
Strengthen the identity chain and prevent repeat events

Incidents must never be ignored or handled informally.

2. Scope

This procedure applies to:

Venues (bars, restaurants, stadiums, taprooms)
Brewery representatives
Distributor personnel
Draft technicians
Multi-venue operators

Covers:

Mis-serve events
Identity mismatches
Tag failures or tampering
Product contamination
Line mix-ups
Incorrect keg installations

3. Incident Categories

3.1 Mis-Serve to NA Consumer (Critical)

Serving alcoholic beer when an NA product was requested.

3.2 Identity Failure

NFC scan mismatch, inactive tag, wrong product display, or missing tag.

3.3 Cross-Contamination

Alcohol or cleaning chemicals entering an NA line.

3.4 Wrong Keg Connected

Correct tag but incorrect physical keg installed.

3.5 Tag Tampering / Damage

Cut zip tie, removed tag, unreadable data, or forced replacement.

3.6 Customer-Reported Issue

Taste anomalies, suspicion of wrong product, or illness.

4. Immediate Response Protocol (All Incidents)

Every incident must follow these seven steps:

Step 1 — Stop Service Immediately

Cease pouring from the affected tap.
Prevent additional customers from being served.

Step 2 — Secure the Keg & Line

Disconnect the coupler.
Mark the keg as QUARANTINED.
Do not reconnect until investigation is complete.

Step 3 — Preserve Evidence

Do NOT clean:

Faucet
Coupler
Line
Keg exterior

Evidence must remain intact for troubleshooting.

Step 4 — Document the Situation

Record:

Time & date
Product name
Line number
Staff involved
What prompted the incident
Customer statements (if any)

Step 5 — Verify Identity

Perform:

NFC scan
Visual collar check
Line tag verification
Compare against venue product map (F-18)

Step 6 — Notify Responsible Parties

Contact:

Venue manager
Distributor
Brewery
DraftVerify (if required)

Step 7 — Replace With Verified Product

Install a fully verified keg following F-18 Venue Setup Protocol.

5. Mis-Serve Procedure (Critical Events)

When alcoholic beer has been served as NA:

5.1 Engage With the Customer

Apologize immediately.
Inform them of the error truthfully.
Offer assistance (non-medical).
Never downplay the situation.

5.2 Notify Management

Customer must not leave before documentation is complete.

5.3 Determine Exposure

Assess:

Volume consumed
Number of affected customers
Whether minors or medically restricted individuals were impacted

5.4 Regulatory Considerations

Local liquor authority requirements may mandate:

Mandatory reporting
Investigation
Staff retraining

5.5 Audit Log Entry

Complete a full incident report in accordance with F-31.

6. Identity Failure Protocol

Triggers:

NFC tag shows wrong product
Tag inactive
Tag unregistered
Tag missing
Mismatched DTI

Required Actions

Quarantine keg
Replace coupler tag only with brewery or distributor authorization
Notify brewery for registry correction
Document the tag failure event

Identity failures must NEVER be bypassed.

7. Cross-Contamination Protocol

Cross-contamination requires:

Full line flush
Chemical cleaning
Verification scan
Supervisor approval before returning to service

Mandatory logs:

Cleaning Log (F-21)
Incident Log (This document)
Line Reassignment Log (if applicable)

8. Wrong Keg Connection Protocol

Occurs when:

Correct line tag
Wrong keg physically tapped

Required Actions:

Disconnect immediately
Verify coupler tag
Update line map
Retrain staff as needed
Complete incident documentation

9. Tag Tampering or Damage

Indicators:

Cut or loose zip tie
Tag removed or substituted
Tag rotated or forced
Zip-tie remnants on coupler

Required Actions:

Quarantine keg
Report immediately to brewery
Do not reconnect
Replace tag ONLY with serialized replacement authorized in F-12

Tampering is assumed unless proven otherwise.

10. Documentation Requirements

Every incident requires:

10.1 Incident Report

Including:

Date & time
Staff involved
Identity checks performed
Verification results
Customer involvement
Root cause analysis
Corrective actions

10.2 Supporting Logs

Cleaning Log (F-21)
Activation / Tag Log (F-12, F-13)
Delivery Logs (F-17)
Venue Setup & Line Map (F-18)
Product Switching Log (F-39)

10.3 Signatures

Required:

Staff member
Supervisor
Venue manager

Multi-venue operators must also have regional manager approval.

11. Root Cause Analysis (RCA)

RCA must answer:

What caused the incident?
Why did identity checks fail?
Where in the chain the breakdown occurred?
How will recurrence be prevented?

This RCA becomes part of the DraftVerify audit history.

12. Preventive Actions

Following an incident, venues must implement:

Staff retraining
Updated line maps
Modified kegroom organization
Enforcement of NA separation rules
Enhanced verification routines

13. Compliance Requirements

A venue is DraftVerify-compliant when:

All incidents are documented
Mis-serves are treated as critical
No keg is put back into service without investigation
Identity failures trigger quarantine
Records align with F-31 Audit Framework

Failure to follow this SOP may lead to:

Loss of DraftVerify certification
Brewery or distributor intervention
Reporting to authorities (in critical events)

14. Summary

The Incident Response & Mis-Serve Procedure ensures:

Safety of NA consumers
Protection against legal exposure
Preservation of the DraftVerify identity chain
Accurate investigation & documentation
Rapid correction and prevention

Every incident — major or minor — must be handled with structure, transparency, and urgency.