Help for Consumers
How to order medicines?
To start ordering medicines on PepPill, you need to sign up on PepPill with your mobile number. Once you upload a prescription, it would be digitized by the PepPill team, and the order would be built. You can also choose the store from which you prefer the medicines. Once the store sends an estimate of the order, you can accept the order. Then, it would be delivered as per the preferred option.
Can I order medicine without a prescription?
No. You cannot order medicines without a prescription. You need to upload an image of the prescription to buy medicines at PepPill.
Is the PepPill app for consumers FREE?
Yes, the PepPill app is completely FREE for download and usage. You can order medicines on the PepPill app, track medications of family, and get dosage reminders.
Can I order for others?
Yes, you can also order for others. After logging into the PepPill mobile app, you can choose the ‘Order for Others’ option to buy medicines for your friends and family.
Automated dosage reminders
Once you place orders on PepPill, your medication history would be saved in your PepPill account. And, you would receive pill reminders on your next medication. So, next time you wouldn’t need to worry and remember which medicine to take, and what time to take the medicines.
Cancelling an order
You can cancel an order any time after creating the order till when the order is delivered. Upon cancelling the order, you need to provide the reason for cancellation.
Contacting a pharmacist
After creating an order, you can contact the pharmacist in case of queries. But, keep in mind of the working hours, and contact the pharmacist.
Will the medicine be checked for proper expiry date?
Yes. Medicines ordered on PepPill would be checked for valid expiry date before delivery. We ensure that the stock in PepPill associated pharmacies have medicines with valid expiry date.
I didn't receive the exact medicines I ordered
If have received a substitute medicine instead of the medicine you had received, please contact the pharmacy to check if you can return the medicines and get the refund. But the next time please be careful to mention if you require only the exact medicines. You can convey these points in the ‘Notes to Pharmacist’ section during the order process.
The shop location is not correct on the map – Incorrect address
Sometimes the shopkeeper might have misplaced the shop location incorrectly on the map. As a precautionary step, always contact the pharmacy before stepping out to pick up the medicines from the store.
How long does it usually take for home delivery?
There is no standard delivery deadline, and you can contact the pharmacy directly for the home delivery estimate. When you provide a reasonable delivery time, the pharmacist would deliver the medicines at the preferred time. In case of unexpected delays, you can contact the pharmacist by phone.
What are the modes of payment?
Currently, we provide cash on delivery only.
Will all pharmacy stores provide home delivery?
No, not all pharmacy store will provide home delivery. Please check this option during your ordering process and proceed with the order.
Will the delivery agent carry a POS device?
Some pharmacies may offer this option. You can contact the pharmacy to check if they can bring a POS device while delivering the medicines at your doorstep.
Can I schedule my order?
Yes, you can schedule your order to your own convenient time. You can either choose to pick up medicines from the store or get them delivered to your home. You can set a preferred time of pickup or home delivery.
When will I receive my order if I order during late hours?
Some pharmacies may be working 24×7 but the home delivery option during late hours could be unavailable. In case of emergency, you can check with the pharmacy on delivery. You can also contact the PepPill Team at firstname.lastname@example.org for quick digitization of order. Then, the order can be further processed for home delivery or store pickup.
Can minors sign up on PepPill?
No, minors should not sign up on PepPill. It is necessary that customers on PepPill should be 18+ age.
I placed a new order on the PepPill app, but it is still showing as ‘Submitted’ status
Once you place an order on the PepPill app, an order number would be generated. The first status of an order is ‘Submitted’, which means the order is assigned to the specific store but the prescription in the order hasn’t been digitized yet. Once the prescription is digitized by the PepPill Team (usually done as soon as the order is placed), you would be seeing the order status as ‘New’, where the store would be able to process the order further.
The store has accepted my order and sent an estimate which is too high. Can I request for some discount?
No, you cannot request for discount directly, once you have placed the order. Instead you can cancel the order citing high price, and you can place your order again. This time you can mention in the ‘Notes to Pharmacist’ section requesting for discount.
Can I cancel an order after receiving the estimate from the store?
Yes, you cancel an order after receiving the estimate, or even after the customer accepting the estimate. You should provide the reason for cancellation, so the store can also understand the decision.
The store has cancelled my order without any prior intimation
Sometimes the store may cancel your order, but a reason would always be provided on the cancellation. Some of the reasons may be:
- Unavailability of requested medicines
- Unavailability of requested quantity
- Unable to deliver medicines at the requested time
- Shop closed due to personal reasons
The store has replied that they don’t have some of the requested medicines. What can I do?
If the store has mentioned that they don’t have some of the requested medicines, you can proceed with accepting the order and paying for the available medicines alone. Or, you can also cancel the order if you wish.
How can I cancel an order on the PepPill app?
You can cancel an order on the PepPill app by going to ‘My Orders’ and selecting the specific order. If you go to the bottom of the order, you can find the ‘Cancel’ button. When you cancel the order, you should also provide the reason for the cancellation.
I have reached the store for picking the medicines, but it is closed.
Very rarely the shopkeeper may close the store when it’s time for you to pick up your medicines. We strongly suggest you contact the store before you start to the shop to pick up your medicines and confirm the availability of the shopkeeper.
Can I cancel a ‘New’ order? Till which order status can I cancel the order?
Yes, you can cancel a ‘New’ order. Please provide the reasons for cancelling any order. You can cancel an order till you confirm the delivery/pickup of the order i.e. till ‘Confirmed’ status.
The store has confirmed the order but has not delivered the medicines for a long time.
Sometimes the delivery of your medicines could be delayed due to reasons such as traffic, unavailability of delivery persons. In such cases, please contact the store to know the exact time of delivery. Or if you wish to cancel the order, you can proceed by cancelling the order on your app.
Can I cancel an order after accepting the estimate?
Yes, you cancel an order after accepting the estimate. You can also cancel an order before confirming the delivery/pickup of the order.
How does PepPill work for consumers?
PepPill is an app for consumers to connect with local pharmacies and buy medicines. You can upload your prescription on the PepPill mobile app, and the order is built. When the store sends an estimate of the order, you can confirm the estimate. Then, the order would be delivered. PepPill also offers additional medication tracking features, and automated dosage reminders.
How do I create a PepPill account?
You can download the PepPill mobile app on Android and iOS platforms.
- To download the PepPill app on Android platform, visit this link.
- To download the PepPill app on iOS platform, visit this link.
Once you download the mobile app, you can register on the app with your mobile number. After verifying the OTP, you can enter your basic details to create your PepPill account.
Signing up as a minor
Minors are not allowed to register on the PepPill app. To order medicines on PepPill, you need to be at least 18 years of age.
Download Android app
You can download the Android app of PepPill for consumers by clicking the below link
Download iOS app
You can download the iOS app of PepPill for consumers by clicking the below link
Can I use PepPill without a smartphone?
No, you cannot use PepPill without a smartphone. Either you need to have an Android device or an iOS device to use PepPill.
I forgot my password
In case you forgot your password to PepPill, open the PepPill mobile app. In the mobile app login screen, click on ‘Forgot Password’, enter your registered mobile number, and click ‘Submit’. Then, an OTP would’ve been sent to your registered mobile number. Enter the OTP and you can set the new password for your PepPill account.
Note: The updated password cannot be the same as your old password
I did not receive the password reset OTP
In case you did not receive the OTP, you can recheck your mobile network and reselect your mobile network by going to the ‘Settings’ of your phone.
Updating account settings
If you wish to update your account settings such as your profile details or login details, you can do so by visiting the ‘My Account’ section on the top left menu bar in the PepPill mobile app. You can also add your family members to your PepPill account and order for them/track their medications. If you would want to add multiple addresses to your PepPill account, you can add them under the ‘Manage Addresses’ section. You can also add your favorite stores under ‘Favorite Stores’ section.
I want to delete my PepPill account
In case of such a decision, let us know if you have any enhancement request or grievance we can address by sending an email to email@example.com from your registered email address. If you still wish to discontinue using PepPill services, let us know by email and we’ll proceed with your request.
I can't update my mobile or email
If you are facing an issue in updating your profile details, you can need to send a request to firstname.lastname@example.org from your registered email address. And, we’ll update them on your PepPill database.
Why is the app "Unable to Determine My Location"?
If you are unable to see your location while placing an order, please make sure that your GPS is turned ON. You can switch ON your GPS by turning ON the location button either from your phone settings or from the top menu bar of your smartphone. If your GPS is still unable to trace your location, you can proceed with GPS calibration steps for your smartphone or try restarting your phone.
The app is freezing or crashing
Check your phone cache and try clearing it to enable faster processing of your smartphone. You can also try closing your recently opened applications to clear phone memory and boosting the app’s overall performance.
Unable to contact pharmacist
During the processing of an online order, you may need to contact the pharmacist in case of any queries. When a pharmacist is not reachable by phone, kindly make sure that you are calling during the pharmacy’s working hours. If you note a significant delay in the order processing, with the pharmacist still unreachable, you can cancel the order. While cancelling an order you need to provide the reason for cancellation.
My Android phone says 'Network Error'
If your PepPill app shows a network error message, try the following:
- Turn Wi-Fi OFF under Settings
- Turn Airplane Mode OFF under Settings
- Turn Cellular Data ON under Settings > Wireless & Networks > More… > Mobile Networks > Data Enabled.
If these steps don’t solve the issue, try restarting your phone.
My iPhone says 'Network Error'
If your PepPill app shows a network error message, try the following:
- Turn Wi-Fi OFF under Settings
- Turn Airplane Mode OFF under Settings
- Turn Cellular Data ON under Settings > Cellular > Cellular Data
- In Cellular Data > Use Cellular Data For, check that PepPill app is enabled.
After performing these steps, try connecting again.
If you still see a network error message, try restarting your phone.
Updating the app (Android)
Visit the Google Play Store to update the PepPill mobile app. You can go to the ‘My apps & games’ from the top left menu bar, to search for any updates. If there is any update available, click on the ‘Update’ button under ‘PepPill’ to update the app.
Updating the app (iOS)
Visit the App Store to update the PepPill mobile app. Under the ‘Updates’ tab you can view the apps that require an update on your phone. Click the ‘Update’ button under PepPill to update the app to the latest version.
I installed the app, but it is not showing on my phone
If you had installed the app, but still not showing on your phone, it could be a cache issue. Try restarting your phone, and that should solve the issue.
How safe are my personal medical data stored on the PepPill platform?
PepPill is built on the Azure platform, which is one of the most secure cloud platforms for data hosting and data processing. Your personal medical data and prescriptions are 100% secure.
What are the chances of data loss and recovery situations?
Your data on PepPill are stored on the Azure cloud. Even in the case of natural disasters, the data are completely recoverable, as they’re stored on multiple recovery sites.
Will my cloud data be visible to hackers?
No, your data on the Azure Cloud is in an encrypted format and safeguarded with industry-standard decryption algorithms.
Is the PepPill platform regularly updated with latest security patches?
Yes, PepPill is regularly updated in terms of security. The up-to-date security patches are also automatically rolled to the PepPill platform.
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