NO AUTOMATIC REFILLS - EMAIL SENT BY ERROR
Hi everyone!
If you received an email saying your refill was processed THIS WAS SENT BY A SYSTEM ERROR. That refill email wasn’t supposed to go out 🤦🏻♂️ We turned it off, but it seems the platform decided to send it anyway. Sorry for the confusion!
To clarify:
- No automatic refill was processed for anyone
- None of our current 1-month or 12-week protocols are subscription or auto-renew products
- That email template is a generic platform template used for companies that do offer automatic refills
- It was only supposed to go out to some 1-month plan patients around the 21-day mark, not to everyone ordering 12-week plans
We’re working with our portal team in the morning to solve this.
Also, quick reminder since we’re seeing a lot of panic over processing/shipping times:
This is medication, not an Amazon Prime order! 😅
Doctors have working hours and may not review a consultation at 3am if the order was placed at 11pm the night before. If something is sitting for more than ~2 business days, we’ll step in and nudge the medical team.
We’re also currently dealing with some UPS weather delays in Texas, where Drug Crafters is located. The pharmacy sends me updated tracking info every morning, and for now, we have to manually update tracking numbers into the portal. No need to issue chargebacks or dispute charges when it hasn’t been 5 days since you placed your order. This just creates delays for everyone else as it ties up my time to deal with your bank. A quick email or DM to me will suffice for me to check your order and help continue moving it forward.
For the fastest tracking updates, please download the UPS app directly. Their tracking updates usually appear there before they even show up in the pharmacy system or our portal.
Appreciate everyone’s patience while we continue smoothing out operational kinks. And, as always, I’m here to answer any of your questions!