Frequently Asked Questions Member Numbers Prescription (Rx) Numbers Envelopes Prescription Refill/Renewal Order Status Other Customer Service Issues Miscellaneous Contact Us Refills/Renewals What is the difference between a refill and a renewal? A refill is the continuation of an existing prescription. Eligible refill prescriptions are shipped directly to you after you place your prescription order. A renewal prescription, on the other hand, requires approval from your prescriber. Renewal prescriptions are necessary once a prescription has no refills remaining or it has expired. (In most states, the law requires us to receive a new prescription from your prescriber if the original prescription is more than one year old.) Requesting prescription renewals online is easy! Simply enter the prescription (Rx) number of the medication that has expired or has zero refills remaining in the Rx number boxes shown. (Note that renewal requests are only accepted for prescriptions previously dispensed by Merck-Medco.) Please allow 48 hours for your prescriber to review your renewal request. An e-mail will be sent to you to let you know the status of your renewal request. Should your prescriber deny your renewal request, you may want to contact your prescriber directly for further assistance. I have submitted refills/renewals through the internet in the past and they were never received in the pharmacy. How can I be certain that my prescription order was accepted by your online system? When refilling your prescriptions through our web site, always be certain to complete each step before exiting the application. The handy key at the top of our online refill application lets you know how many steps there are and where you are in the process. Make sure that you fully submit your request and receive a final screen thanking you for your prescription order before exiting the application.To receive an electronic confirmation of your order, be certain to provide your e-mail address when prompted. You will receive an e-mail confirmation when your mail service pharmacy receives your order, and an e-mail confirmation when your order is shipped. Once I complete a refill/renewal, is there any way I can be sure that you have received it? One way you can check to see whether we received your prescription is to use our online Order Status application. Simply click on Order Status and enter the Rx number of the prescription you chose to refill. You can do this immediately after refilling your prescriptions online. You will receive a status message on that prescription. You also have the option to view a 30-day history of your prescription order within our online Order Status application. To receive an electronic confirmation of your order, be certain to provide your e-mail address when prompted. You will receive an e-mail confirmation when your mail service pharmacy receives your order, and an e-mail confirmation when your order is shipped. For renewals, you will be notified of the status of your prescriber's authorization. Where can I find information on the number of refills remaining on my prescription? If you have had a mail service prescription processed by Merck-Medco within the last six months, you can find the number of refills remaining by entering the appropriate Rx number into our online Order Status application. In addition, the label on your prescription bottle and your refill slip contain information on the number of refills remaining. Your refill slip also contains information on your prescription's expiration date. Why don't you show me the name of the drug instead of just the prescription number when I order a refill online? To help protect your privacy, full member names and drug names are not transmitted over Merck-Medco Online. In addition, Merck-Medco Online does not display members' complete mailing addresses. Instead, when a member orders a mail service prescription refill, Merck-Medco Online allows the member to confirm that the prescription will be sent to the correct mailing address by showing only the street address — not the full address — to which the prescription will be sent. For added security, you are not permitted to change your mailing address online. When ordering my prescription refills online, how can I pay for them? Eligible Merck-Medco plan members have the option of paying for prescription refills ordered online with a credit card, or we can bill you. To have us bill your credit card you must enroll in our Autocharge program. To enroll in the Autocharge program or to change the credit card information we currently have on file, simply call 1-800-262-7890. Please have your member ID number and credit card information available when you make the call. You can use your American Express, Diner's Club, Discover/Novus, MasterCard or Visa and your card will be charged automatically each time you place an order. Take advantage of ordering your refill prescriptions online and enjoy the ease and convenience of using your mail service plan! My prescription container indicates that I have refills remaining, but when I tried to refill this medication, I was told that I would have to get a new prescription from my doctor. Why is this? Though your prescription container may indicate that refills remain for your medication, the actual prescription may have expired prior to you requesting all of your refills. In most states, the law requires us to request a new prescription from your prescriber if the original prescription is more than one year old. This process helps ensure that the patient's therapy reflects his/her current medical status. If this situation should occur, simply contact your prescriber to obtain a new prescription. Once your new prescription is processed through Merck-Medco Rx Services, you can use the new prescription number to refill online.   Refilling online is now even easier! Now we've made access to our secure refill process even easier! If you have the latest version of either Netscape Navigator or Internet Explorer (version 4 or higher for both browsers), our new security capability will automatically "step up" your International-Grade (40-bit) version browser to the Domestic-Grade (128-bit) version. If you have version 4 or higher of one of these two browsers, you will no longer have to upgrade to a 128-bit version - we've done the work for you! If you are running an older version of a 40-bit browser, you will still need to upgrade to version 4 or higher. Please use our browser test program to determine your current browser version and its capabilities.   Browser - The program which allows a person to view pages and process applications on the internet and that provides a way of navigating from one page to the other.   International-Grade (40-bit) Encryption - Encryption is the process of converting meaningful information into a numeric code that is only understood by the intended recipient of the information. International-Grade, also called 40-bit encryption, uses billions of possible keys to secure your account information.   Domestic-Grade (128-bit) Encryption - Encryption is the process of converting meaningful information into a numeric code that is only understood by the intended recipient of the information. Domestic-Grade, also called 128-bit encryption, uses thousands of times more key combinations than International-Grade (40-bit) encryption. Place your own Refills inquiry © Copyright 1999 Merck-Medco Managed Care, L.L.C. All Rights Reserved