Non-Dispense Replacement FAQs

What Is Non-Dispense Replacement?

Non-Dispense Replacement lets a pharmacist record delivered free-trial units that were not dispensed, document that they were destroyed and request a replacement. The request is signed electronically and sent to an approver.

Which Units Can I Select?

You can select delivered serials only. For each serial you check, set a Reason, tick Already Destroyed? and tick Request Replacement for the product. Reasons come from a list configured for your program.

What If a Serial Is Missing From the List?

Call the Program Phone Number shown on the page. A missing serial is handled by Customer Service.

What Is the Expiry Advisory?

The advisory is informational and never blocks your request. Go Back & Review unchecks the serial. Submit for Review keeps it.

How Do I Request a Replacement?

Tick Request Replacement for the product, then enter a quantity per product on Step 2, Select Replacements. The quantity cannot exceed the eligible units, and the replacement must be within the destroyed units. If you do not request a replacement, you go straight to Step 3, Review and sign.

What Do I Sign?

Step 3 shows the Destruction and Replacement summaries and the Non-Dispense Statement (6 clauses). You complete 3 confirmations and sign electronically. Your re-authentication and e-signature are verified, and the time, IP address and session ID are captured.

What Happens After I Submit?

• A Destruction record is created and the destroyed units are deducted from inventory.
• The confirmation page shows a Destruction Reference # and, if a replacement was requested, a Replacement Request #. The status is Pending approval.
• You can open the generated document from the confirmation page.
• If the approval is not completed within 48 hours, the order goes On Hold for follow-up.

Do Replacement Orders Count Toward My Limits?

Replacement orders are exempt from allocation, order and unit limits. Other validations still apply. The ship-to address is locked to your enrollment address.

Who Approves My Request?

An approver receives an email with the Reference ID, order, units and reasons. The approver opens the link, signs in and reviews the serials, replacement, ship-to and advisory flag. Rejecting requires a comment, which is sent to you. If a request is rejected, the replacement is declined and the destruction record still stands.

How Do I Check the Decision?

You receive an email when your request is approved, adjusted or denied. The status is also visible in Order History. Approved replacements ship to your enrollment ship-to address.

How Do I Reset My Password?

To reset your password, click the Login button on the program Landing page, then click the Forgot your Password? link. Enter your username (email address), request a Verification Code, enter it and change your Password. Password reset emails are only valid for twenty-four (24) hours.

Contact Us

If you need any support, click the Contact Us link on the top navigation bar and complete the form. Our support team will reach out to you about your request or inquiry.