Contacts & Coupons/Discounts & ETA's
What must you “keep in mind” about ETA’s?
ETAs are an approximate calculation of when we will get the product in stock
What can you offer a client to help de-escalate in with a delayed order of 6 days after placement?
10-20% Courtesy Refund
Expedited Shipping (if Applicable)
Track Order Case
How many times a week do we post a Fulfillment Update?
Three times! M-W- F
Name 3 out of the 5 flow chart that are shown on the Empowerment page?
Unwanted Order
Mediciation No Longer needed
Diets
Deceased Pet
Shipping
What is an additional step that is required by pharmacy law that is needed to ship out a controlled substance medication?
Verbal or Faxed authorization is required by pharmacy law - in addition to the prescription
What section would you go to on the Empowerment Doc to find the Email Address for Practice Support or Desi’s Ext #
Covetrus Contact Info section
Where do you go in DVM Products to find what type of med a product is?
Product Master - Click on Sku of item and look for Approval Type.
What three areas or topics are listed under fulfillment times?
Facilities (locations)
Diets
Carriers
On the Empowerment page under verbiage, what is 1 of the 3 states have recent updates to Xylazine?
OH, PA, WV
Name two medications that can be considered DOI?
1. Proin
2. Gabapentin
3. Xylazine
A client calls and says the original order was cancelled by the Vet – the order was placed 4 days (so the week prior to the sale) prior to the Promo Sale. Do we or do we not honor the Promo code?
The simple answer is no, but you can reach out in Help Room for verification. However, if the client opts in to AS, you can always use HELLO20/AUTO20 unless previously used.
A clinic calls in and want to change their 3 of promotional emails the clients get each month. How do you address this?
You would make a Question - Practice Question case, send to Reso Q and chatter the CSM on the case. (anything that would affect the clinic's revenue must be handled by the CSM).
You see an exceptions comment on an order that states it is in Quarantine. What would you tell the client?
This medication is a sterile product that must undergo additional testing prior to fulfilling. This could take approximately 3 weeks to ensure it is ready for use.
How do you explain to a client the difference between a fulfillment fee and the pharmacy fee?
Pharmacy Fee is the cost of associated with making the med specifically for your pet.
Fulfilment Fee is associated with the increase in shipping and package cost
What are two requirements of any DOI or Controlled Medication?
They must both have the client’s DOB and DL on file.
Give one Email address that is used to send Covetrus emails to clients (the automated emails)?
@e.covetrus.com
@t.covetrus.com
@covetrus.com
What should you avoid during an escalation?
Avoid Promising an unachievable solution, which could make matters worse. The words Next Day; will get it shipped out tomorrow - should NOT be used.
Which of these two queues can we reactivate an order in WAG - PV1 or Call Center?
Call Center
What Resources should we use when determining the BUD?
Prevention Expiration Date Excel Sheet
In PX - Label image
A client calls in and you see that there is already a case created about the same issue and same order #. Do you make a new case ? or Do you make a case comment and chat the case owner to let them know?
Do you make a case comment and chat the case owner to let them know.
A clinic calls in and is having issues with Avimark, how do we help them?
We send them to GSS 855-478-7920 or
Avimark 1-877-838-9273 (Option 1) - Depending on the issue
Generally speaking can Commercial products that are in Pick Ready be cancelled?
YES
Which state (s) can we not ship any controlled substances to?
New York
Speaking of Shipping Timeframes - When does First Business Day shipping start?
First Business AFTER the order has shipped.
Example: If order ships on Wednesday then 1st BD is Thursday.
Name 3 of the Medication that are Controlled in ALL States?
Alprazolam Buprenorphine
Clonazepam Diazepam
Lorazepam Phenobarbital
Tramadol Torbutrol
Butorphanol