When Things Go Wrong
Honest explanations of what can go wrong and how we handle it
No Bids Received
What Happens
Your prescription didn't receive any bids within the bidding window.
Why It Happens
This can happen with very rare medications, controlled substances with special requirements, prescriptions that are hard to read, or in areas with few participating pharmacies.
What We Do
We notify you that bidding has closed without offers. Your prescription image is removed from pharmacy view. You can re-upload with a clearer image, try again later, or use your prescription at any pharmacy of your choice.
Your Options
Re-upload, wait and try again, or fill elsewhere. No penalty either way.
Fulfillment Delays
What Happens
The pharmacy accepted your order but is taking longer than quoted.
Why It Happens
Supply chain issues, prescription clarification needed from your doctor, or operational problems at the pharmacy.
What We Do
Pharmacies must update order status with explanations for delays. You receive notifications. If delays become unreasonable, you can request cancellation and refund.
Your Options
Wait for fulfillment, cancel for refund, or escalate to support.
Pharmacy Can't Fulfill After Accepting
What Happens
The pharmacy accepted your bid but then discovers they can't complete the order.
Why It Happens
Stock unexpectedly unavailable, prescription issues discovered during verification, or pharmacy operational problems.
What We Do
Your payment is refunded in full. The pharmacy is required to notify you immediately. Chronic failures affect the pharmacy's platform standing.
Your Options
Accept another bid (if available), re-upload prescription, or fill elsewhere.
Price Changes After Acceptance
What Happens
The pharmacy claims the price needs to change after you've accepted.
Why It Happens
Legitimate reasons include: prescription for different quantity than expected, or required substitution of brand/generic.
What We Do
Any price changes require your explicit approval. You can accept the new price, request refund, or dispute. We review the reason and documentation.
Your Options
Accept new price, decline and get refund, or dispute if you believe it's improper.
Communication Problems
What Happens
You can't reach the pharmacy or they're not responding.
Why It Happens
Sometimes pharmacies have staffing issues or technical problems.
What We Do
We monitor response times. Pharmacies with chronic communication issues receive warnings and may be removed. You can escalate unresponsive pharmacies to our support team.
Your Options
Use our support team to reach the pharmacy on your behalf.
Our Approach to Problems
Problems happen in any system involving multiple parties. We don't pretend they won't. Instead, we focus on:
- • Transparency: Telling you what went wrong and why
- • Clear options: Explaining your choices, not making decisions for you
- • Fair resolution: Protecting you without unfairly penalizing pharmacies for genuine issues
- • Learning: Using patterns to prevent future problems