DELIVERY FAQ
When do Kings collect and deliver?
Kings collects and delivers order on the same day, if booked before 12pm midday.
Orders are collected and delivered between 1pm-6pm.
Does Kings provide the pharmacy with any delivery notifications?
Kings notifications will be sent to your pharmacy email address that has been provided to MedAdvisor. If you need to change this email address please contact Support.
How do parcels for Kings need to be packaged?
Drivers will only accept parcels that are sealed in an opaque packaging and have the below:
1) Completely confidential so the contents cannot be viewed through the outer packaging
2) Sealed so that the parcel cannot be opened
3) Tamper proof
4) Clearly labelled with a pharmacy dispensary label, with the following customers details typed:
a. First name
b. Surname
c. Address
d. Contact number (if required)
Pharmacies must ensure the correct items are placed into the parcel before sealing and checking the customer details on the label. Both the driver and the service provider take no responsibility for incorrect items placed into the parcel by the pharmacy. The driver will never open the parcel. If a parcel is recalled by the pharmacy, an additional return charge may be incurred by the pharmacy.
What is the cost of using Kings delivery?
Irrespective of what is charged to the patient, the pharmacy will be invoiced a flat delivery fee for each Kings delivery. This is currently discounted to $9.95 ex. GST during COVID-19.
What if I already have an account with Kings. Will I be charged to that account?
No, the pharmacy will be invoiced a flat delivery fee, by MedAdvisor, as per above.
Do I need to deliver within a certain time frame?
Kings will deliver orders same day when placed before 12 midday. Orders will be collected and delivered between 1pm-6pm. Currently, Kings collects and delivers orders on weekdays only.
Can I choose not to deliver certain items such as cold chain, DDs etc?
Yes, as part of the set up process you can decide which medications to exclude from delivery. Patients will be notified during the ordering process that they will need to pick up their order from the pharmacy. Please contact Support for any updates you need to make for these items.
What happens if the patient is not home?
Kings will return the order to the pharmacy at no additional cost (just the original delivery fee). A driver will not attempt a second time and the job will be cancelled so a new booking will need to be made by the pharmacist for the next day.
Authority to leave is NOT available for medication delivery with Kings Transport.
What do I do if the Kings driver does not come or fails to complete a delivery?
You can contact Kings on 13 13 22 and quote the JobID, located in Inbox > Delivery Management > Completed tab.
Are there any special conditions such as contactless delivery during COVID-19?
Yes, during COVID-19 upon pick of medication from the pharmacy, the driver will ask for the pharmacist name and take a photo of the package(s). Upon delivery, they will knock on the patient’s door, greet the patient (ensuring 1.5m distance) and place the package at the doorstep. Please note, the delivery driver will not leave the package if nobody is at home.
S8s will not be delivered during COVID-19 due to distancing and contactless requirements.
Is there a standard delivery charge to patients?
The delivery fee that is charged to the patient, may be amended prior to charging the customers card.
What happens if I need to order an item for the customer?
You are able to select “On Order” as a Response in the PlusOne Inbox, however at this stage, when the order reappears in the Inbox only the Pay In Advance option will be available. The patient will need to be charged for the item and it will be marked as Ready to Collect for the patient to pick up.
What happens if I do not stock the item and cannot complete the order?
You are able to select “Unable to fill” and choose the “No Stock” option in the drop-down menu. This item will be excluded from the order and the patient will not be charged for it.
Can I edit responses or messages to the customer about their delivery?
Yes, responses contain a notes section where you can select from a pre-filled response, or write your own response to the customer.
Are the customer's credit card details secure?
MedAdvisor secures customer credit card details through the use of one-way encryption practices. This means that the credit card can only be used for purchases through the App and that we cannot decrypt the provided details.
Can I restrict delivery for patients within a certain distance from the pharmacy?
When completing the opt-in form for delivery, you will be asked to enter the terms and conditions for your delivery service where you can add how far your pharmacy will delivery. This will be viewed by the customer prior to selecting the delivery option in the MedAdvisor app.
However, Kings will only deliver to postcodes up to 5km of the pharmacy. Please contact support if the radius needs to be changed.
Additionally, you can also choose an appropriate response for delivery requests (e.g. Unable to Fill, Ready to Collect, On Order or Dismiss Order) and message the patient about their delivery.
Can I make changes to delivery options once I have opted in for delivery?
Please contact Support to make changes to your delivery settings.
If you have any further questions, please contact us on Support
We're always happy to help. Our support team is available Monday to Friday, 9AM–5PM (AEST).