Call Guidelines
Situations that using the mute button is acceptable
What is coughing and sneezing
What you should always leave behind once you go into any account or order
What is NOTES
How long the store will hold an order before cancelling
What is 72 hours
Who schedules Covid-19 test appointments
The customer
With the exception of what our official return policy is 30 days from the date of receipt.
Walgreens brand items
What is 30 seconds
How many pieces of information is needed to verify a Polaris account
What is two
How many days can authorization holds stay on an account once the order is cancelled
Can take up to 5 days
What three types of test does Walgreens drive thru testing offer
PCR, Antigen, Rapid
Refunds can be provided from a level 1 agents up to how much
$50
The amount of times to provide your greeting if no response from the caller
What is two times
Name, Gender, and What other piece of information cannot be updated by a non pharmacy agent?
What is Date of Birth
Who can refund a Same Day Pick Up order
What is the store and customer care
I do not have access to a vehicle, what do I do
Covid-19 at home test kits can be purchased. If that does not work for you please contact your local health care department
The amount of minutes you can hold up to IF you advise the caller before they place you on hold
What is 3 minutes
What type of an account would have a Y and a 1 in DCP
Pharmacy
Who can cancel a Same Day Pick Up Order
What is the store and customer care
I do not have a valid ID can I still go to a testing site
Appointments for Walgreens Drive-Thru COVID-19 Testing are scheduled online. While having an appointment for Walgreens no cost Drive-Thru COVID-19 Testing is always the best option, patients 18 and over can go to a Drive-Thru COVID-19 testing site without an appointment. Drive-Thru COVID-19 Testing is dependent on multiple variables such as appointment, inventory, and staffing availability, or inclement weather.
What item do we absolutely do not provide refunds on no matter what the cost is, instead we send an escalation
Contact Lens
The amount of time you should provide your greeting when the caller comes on the line
What is 5 seconds
How many pieces of information is needed to reset a pharmacy account password
What is 4
Who can do a courtesy or replace order for a same day pick up order
What is the store
I do not have access to a computer for a testing appointment
Other options may include At-home COVID-19 test kits available from Walgreens, contacting a local health department for assistance with locating a COVID-19 testing provider, or going to a Drive-Thru COVID-19 testing site without an appointment.
New item that we cannot do returns or refunds on both in store and online
Covid-19 at home kits