Replacements
How we notify the pharmacy we are sending an Early Refill?
What is Pharmacy Comms Sheet?
The shipping method used when replacing returned-to-sender shipments.
What is standard shipping
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 cancellation reason and details used if a customer wants to because they don’t want to pay for a new replacement after using their one-free replacement.
What is “Other” cancellation reason and “RTS: Free replacement exhausted” in the details?
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 and AFA pharmacy)
What is create a one off and submit an Early Refill request
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 replaced when their package was returned for no apparent reason (i.e. address is correct)
What is allow a refund?
The states Keeps ships to
What is all 50 states + Puerto Rico ?
Pharmacies we must request replacements via the Pharmacy Comms sheets
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 replacing the package?
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!
An important step when submitting early refill, replacement, etc
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