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Frequently Asked Questions
Miscellaneous
- Is there any way to change my mailing address online?
- For your security, we currently do not permit address changes online. This
precaution helps to ensure that your medication and/or supplies are
received at the original address requested. If you would like to change the
address to which your medications and/or supplies are sent, please
- Can I specify a temporary address?
- For your security, we currently do not permit temporary address changes online. If
you need to change your address, please contact Member Services at
your toll-free number prior to placing your prescription order. The address on file will be changed per your
request at that time. Please note that you will need to contact Member
Services again if you want to change the temporary address on file back to a
previous address or to another new address.
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- I am getting a message that says you do not have an address on file for
me. Why might this be? Is there a way I can change this?
- Mailing addresses initially received by Merck-Medco are
validated with a member's initial order. In some cases, the reason we may
not have a mailing address on file is because we may not
have received complete mailing information when your benefit
coverage began. Other times, the member may not have placed an initial
order with Merck-Medco, which allows us to validate that address. Once
an initial mail service prescription order is placed, the address should
remain on file until changed by the member. If we do not have a record of
an address on file, please contact Member Services at your toll-free
number to rectify this situation.
- Sometimes when I place a mail service prescription order, my entire order does not arrive at once or from the same pharmacy address. Why might
that happen?
- There are a few reasons why your entire order may not be included in one
package. In some cases, if a prescription is ordered before it is eligible to
be refilled, Merck-Medco will hold that prescription at its pharmacy until it
can be released to you. In other cases, your prescriptions may be
coming from one or more Merck-Medco Rx Services' 13 mail service pharmacies. Often, Merck-Medco
dispenses refill prescriptions from a separate location than your new
prescriptions which may be a reason for receiving separate packages.
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- Where can I find the information I need to complete transactions in the Member Services area of this site?
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All of the information needed to order refills, check on order status,
or take advantage of the other Member Services area features can be found
using the bottle or refill slip from your last order.
- When my prescriptions arrived, I noticed that the bottle seemed larger than necessary for the prescription supply. This seems wasteful. Is there a reason why this particular size bottle is used?
- After careful evaluation, a small number of bottle sizes were selected for use in dispensing prescriptions. Most prescriptions fit appropriately within these selected sizes; however, some prescriptions use only a small portion of the bottle capacity. These prescriptions constitute a very small portion of the total prescriptions Merck-Medco dispenses each and every day.
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- I've heard that humidity and light can affect prescription medications. What does Merck-Medco do to ensure that my prescriptions are appropriately packaged?
- Merck-Medco uses white, high-density polyethylene bottles for dispensing prescriptions. After careful evaluation, this type of bottle was selected because it provides excellent protection from humidity and light, both of which can, in certain circumstances, have an affect on prescriptions. The high-density polyethylene bottles also provide the best durability and protection from the rigors of shipping and delivery. In fact, most drug manufacturers package and distribute both capsule and tablet products in the same or similar bottles.
Your bottle label may resemble one of the two labels shown below. To assist you in understanding each of the label items, click on the words and you will link to the definition.
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- Definitions:
- Prescription # - This number is used to track your prescription in our system and it is always a 12 digit number. IMPORTANT! - When you enter your prescription number into any of the Merck-Medco Online applications you should not leave any spaces or put in any dashes between the first ten digits and the last two.
Customer Service # - This is the telephone number you would call if you have questions regarding your medication or your Merck-Medco account. Representatives at this number can help complete any requests that you have trouble with while visiting Merck Medco On-Line.
Refills Remaining - Tells you the number of times you can refill this Rx before the prescription expires and a new prescription is required from your physician. We will let you know when there are no refills remaining, or the next refill would occur after the prescription has expired, as we show on one of the examples above.
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Discard After Date - This date indicates the date after which you must discard the medication within your bottle. This date is determined by the original manufacturer and is also often referred to as the Expiration Date of the medication.
Next Refill Date - This date tells you when this prescription is eligible to be refilled. It is calculated based on your physician's instructions on how you should take this medication. Please do not request your refill before this date. If this date does not seem correct, please call your toll-free Member Services phone number for assistance.
Group # - Your group number identifies for us who your plan sponsor is.
Member # - This is the number which identifies you as a Merck-Medco plan member. This number is normally provided by your plan sponsor and in many cases is your Social Security number.
Remember, if you ever have any questions regarding your prescription, a Merck-Medco pharmacist is available to speak with you.
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Place your own Miscellaneous inquiry
© Copyright 1999 Merck-Medco Managed Care, L.L.C. All Rights Reserved
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