Frequently Asked Questions


Order Status

I requested order status showing my 30-day history, but some prescriptions do not show up. Why?
Sometimes, orders for prescriptions that you processed may not appear in Order Status. This can happen for a variety of reasons. Sometimes, if you changed benefit coverage between the time you ordered the prescription and the time you checked Order Status, the prescription(s) ordered under your former coverage may not have been transferred to your new coverage. In other cases, we may not have received your order or may have held your order at our pharmacy. If you have a question about an order you do not see in your 30-day history, and you have allowed for the standard mail time of 5 to 11 days, please contact a Member Services representative at your toll-free number.

I checked order status on a refill that I submitted and it showed that the order is in process and will be shipped within 48 hours. It's been more than a week and I am getting the same message. Why?
While refill orders are generally processed and shipped from our pharmacies within 48 hours, you need to allow 5 to 11 days for normal mail service delivery. If more than 11 days have passed, and you are still receiving the same order status message, please contact a Member Services representative at your toll-free number. Please note that orders for new prescriptions can sometimes take longer if information needs to be verified with your prescriber.

Why don't you show me the Prescription (Rx) numbers or drug names with each of the prescriptions to make it easier for me to identify each?
To help ensure privacy for our members, we currently only display the last four digits of your prescription number(s) and we do not currently display drug names in the Order Status results screens. If you have an urgent question regarding an item displayed in your results screen, please contact a Member Services representative at your toll-free number.

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Why can't I just enter my member number and view all of my prescriptions?
To help ensure our members' safety and security, we currently require you to enter a valid Merck-Medco prescription number in addition to your member number.

If I'm a first-time mail service user, how do I get order status without a valid prescription number?
To ensure patient confidentiality, you must enter a valid Merck-Medco mail service prescription number dispensed within the last six months to check order status. We apologize for this one-time inconvenience and request that first-time mail service users without previously dispensed prescription numbers contact a customer service representative at your toll-free Member Services number. Once you have filled at least one mail service prescription with Merck-Medco Rx Services, you should be able to use our online order status.

I mailed in my prescription and don't see it here in order status. What might have happened?
If more than 11 days have passed since you mailed your prescription(s) and you still have not received your order, please call your toll-free Member Services phone number. If it has been less than a week, please remember that you need to allow 5 to 11 days for normal mail delivery. Most orders are filled and shipped within 48 hours of receipt.

I have been a mail service user in the past, but I don't have a valid Rx number processed within the last six months to use to check order status. What should I do?
To ensure your safety and security, we can only accept valid prescription numbers from orders filled from Merck-Medco Rx Services within the last six months. Please call your toll-free Member Services phone number if you require additional assistance.

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My new prescription was received but not filled. Why?
Merck-Medco screens every new prescription for interactions and side effects that may affect your health. In addition, we take into account the dispensing rules set by your prescription benefit plan. This is part of the typical process and may take up to several days. In a small number of cases, we may not be able to fulfill your order as requested. In these situations, we will return your original prescription to you unfilled with an explanation of why we were unable to process your request. If you need immediate assistance, please call your toll-free Member Services phone number for additional information.

Why can't I see the order status of prescriptions for adult dependents, such as my spouse?
To help ensure privacy for our members, only the order status of the member and the member's minor dependents will be displayed once the member enters his/her prescription number. If an adult dependent would like to check order status, you must enter the member number and the adult dependent's valid prescription number filled through Merck-Medco Rx Services in the last six months to view order status for that individual's new prescriptions.

I am a spouse of a Merck-Medco plan member and have entered my member number and valid Rx number. Why do I only see order status for my prescriptions, and not my children?
To ensure patient confidentiality, adult dependents of Merck-Medco plan members — such as spouses — will only see order status for their own prescriptions. Minor dependent information — such as children's prescriptions — may only be viewed by the member or by entering the minor dependent's Rx number.

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I have used your Order Status application in the past. How does Order Status by Invoice differ?
Order Status by Invoice can only be accessed by clicking on the link included in the e-mail you received confirming that Merck-Medco Rx Services either received or shipped your prescription(s). While Order Status by Invoice provides the same information about your prescriptions as our standard Order Status application, status will only be displayed for those prescriptions included in the invoice number(s) listed in your confirmation e-mail.

Merck-Medco Online™'s standard Order Status application provides users with the ability to view the status of a single prescription or a 30-day prescription history. You must enter a member number and a prescription (Rx) number to access this information. After entering the required information, users can view the following information about their prescriptions: partial prescription (Rx) number, date received, date shipped, number of refills remaining, prescription expiration date, strength, status message and patient name.

Sometimes when I use the Order Status by Invoice application, I see prescription status for a single invoice number. Other times, I see prescription status for multiple invoice numbers. Why is that?
Order Status by Invoice displays prescription status for the number of invoices included in the e-mail you received confirming that Merck-Medco Rx Services either received or shipped your prescription(s). If that e-mail contained more than one invoice number, you will see prescription status for each of the invoice numbers listed.

I used the confirmation e-mail I received from Merck-Medco when I first received it to link over to Order Status by Invoice. Awhile later, I tried to use the link again and it did not work. Why might this be?
The link provided in the e-mail confirmation from Merck-Medco remains active for a 30 days. If you saved your e-mail and tried to access this invoice information after 30 days, you will not be able to view your prescription order status. You can, however, use Merck-Medco Online™'s standard Order Status application to access this information. Simply enter your Member Number and the prescription (Rx) number for which you want to check status and select "Show this Rx only."

Place your own Order Status inquiry

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