Replacements
How we notify the pharmacy we are sending an Early Refill?
What is Pharmacy Comms Sheet?
What shipping method we use when reshipping returned to senders
What is expedited shipping?
Remember!! If pharmacy already has fast shipping (AFA) it probably doesn't makes sense to spend extra money for expedited :)
USPS
What is Eagle's default shipping carrier?
The current average shipping time for AFA
1-2 business days (UPS ground)
The way we send a replacement for non-RX product only
What is a create prescribed order (aka one off order) ?
What we do when it is exceeded 35 days since the last shipment but we need to send a replacement?
The number of days we wait before sending a free early refill if customer's package says it's been delivered to the pharmacy
Shipping method we typically only use when customer's have had trouble receiving multiple packages
What is Signature required?
Process for submitting a replacement for RX and Non-Rx medication when it's been more than 35 days since ship date (Eagle pharmacy)
We always need to do these two things AFTER sending a replacement
What is adding a user note and adjusting NBD?
Where we go when we are sending a replacement via admin but we are charging the customer for it.
What is the Charge Only option in Create Order?
What we do if someone asks for a refund instead of having package reshipped when their package was returned for no apparent reason (i.e. address is correct)
What is allow refund?
The states Keeps ships to
What is all 50 states + Puerto Rico ?
Pharmacies we must request expedited shipping from via the Pharmacy Comms sheets
AFA and IC
The amount of days TM waits before sending a replacement when a USPS package shows delivered & customer did not receive.
What is 3 days?
5 weeks (35 days)
What is the time limit to process a replacement using replacement feature?
What we do if someone contacts us and their package is being returned to sender
What is send a free early refill?
We do not expedite orders to these two types of addresses
What is a PO Box and what is an APO/FPO/DPO address?
True or False: Keeps customer can update their shipping on the checkout page or in account
False
What we do if someone doesn't update their address and it's never happened before
Send a free replacement!
What is writing a user note!?!?
What we do if you notice someone has had a previous package returned to sender and we've already sent a free early refill.
What is escalate to a coach?
Only pharmacy we are able to update shipping method in admin for
What is Eagle?
True or False: Keeps requires people to pay when package arrives damaged
False