Frequently Asked Questions Getting Started With Mail Service Member Numbers Prescription (Rx) Numbers Envelopes and Forms Prescription Refill/Renewal Drug Information Order Status Account Summary Pharmacy Benefit Overview Other Customer Service Issues Miscellaneous Contact Us Other Customer Service Issues What if I send in the wrong copayment? If there is a balance due, an invoice will be included with your prescription order. If you overpaid, your account will be credited. How do I order refills from the mail service pharmacy? Order online, or call 1-800-4REFILL (1-800-473-3455) and use the automated telephone system. You can also mail in your refill orders by using the special mail service envelope. If you order by phone or at www.merck-medco.com, you will need to provide your member number and the 12-digit prescription number found on the medication container and the refill slip. | Back to top | How do I order additional mail service envelopes or claim forms? You can order mail service envelopes or retail claim forms online. Or, you can call your Member Services toll-free number to use the automated telephone system. The requested materials will be mailed to you right away. How do I use my prescription card? Whenever you fill a prescription at a local participating pharmacy, present your prescription benefit card to the pharmacist. The pharmacist will use an automated system to verify your coverage and cost. The most efficient and cost-effective way to use your prescription card is to ensure that you are using your card at a participating network pharmacy. Using an out-of-network pharmacy usually requires submission of a claim form to receive a reimbursement check, while in-network pharmacies can accept the card up front. Use our online pharmacy locator service to quickly determine which area pharmacies participate in your network. How do I find a participating pharmacy? You can locate participating pharmacies online. Or, you can call your Member Services toll-free number to access the voice-activated, 24-hour Pharmacy Locator System. You will be asked for your member number and the zip code of the area in which you want to find a pharmacy. What is the difference between brand-name and generic drugs? The brand name of a drug is the product name under which the drug is advertised and sold. Generic medications contain the same active ingredients and are subject to the same rigid FDA standards for quality, strength and purity as their brand name counterparts. Click here to read more about generic drugs. | Back to top | What is a formulary? A formulary is a list of commonly prescribed medications that are selected based on their clinical effectiveness and opportunities to help contain your plan's costs. How are medications shipped? Most medications are shipped via the US Postal Service. Medications containing certain controlled substances are shipped via priority mail service with an adult signature required. You may elect to have your prescriptions shipped overnight delivery for an additional fee. You must be at home to receive and sign for express-mailed orders. You can search for the status of a specific prescription, determine when it was shipped and by what carrier by using our online Order Status application. What if I have a question about my medication? An informational leaflet is included with each new prescription ordered from Merck-Medco Rx Services explaining the purpose of the drug, dosages and other helpful information. If you have additional questions, please call Member Services at the toll-free number located on the back of your prescription drug card and ask to speak with a registered pharmacist. Place your own Customer Service inquiry | Back to top | © Copyright 1999 Merck-Medco Managed Care, L.L.C. All Rights Reserved