Pharmacy order delivery FAQ
Arrival & Pickup
Can I pick up a pharmacy order through the drive-thru?
No, the pharmacy order can only be picked up at the pharmacy counter inside the store. To save some time, you can use the “Pharmacy Delivery Pick-Up” line at the pharmacy counter.
Can I skip the line at the pharmacy?
No, you can’t skip the regular customer line, but you can save some time by using the “Pharmacy Delivery Pick-Up” line to pick up the customer’s order.
If the pharmacy has questions about the order, you can show the pharmacy associate the order details on your Spark Driver app.
Do I need to show an ID to pick up a pharmacy order?
No, you don’t need to show an ID at the pharmacy. The Spark Driver app will ask you to complete selfie ID verification and then you can give the one-time passcode (OTP) to the pharmacy associate.
- If the OTP fails, the pharmacy associate can enter the 15-digit order ID manually to continue.
What types of pharmacy offers are available?
The Spark Driver app has three types of pharmacy offers available:
- Only Pharmacy orders
- Pharmacy + Shopping & Delivery orders
- Pharmacy + Delivery orders
The offer type will be shown in-app on the offer.
What should I do if I can't scan a pharmacy order label?
If you can’t scan the pharmacy order label, you can try manually entering the label number by swiping up on the Label Scanning screen and tapping Printed Label Issue.
If you can’t enter the number manually, you can ask a pharmacy associate to help reprint the label for the order.
What should I do if the pharmacy order is torn or damaged at pick up?
If the pharmacy package or bag appears damaged at pick up, tap the appropriate issue type under Package/Bag Issue in the app. You can let a pharmacy associate know and ask them for new packaging.
Delivery
Do I need to get the customer's signature or ID for a pharmacy delivery?
Depending on your order, the Spark Driver app may ask you to check the customer’s ID, enter a one-time passcode (OTP), or ask for the customer’s signature to complete the delivery. Any steps you need to take to complete the delivery will show in the app before you can complete the delivery.
What happens if the customer isn't home to confirm ID verification for their pharmacy order?
If a pharmacy order required ID verification but the customer is not home to provide their ID or signature for the order, the order cannot be completed. To start the return trip, you can tap Delivery Issues on the order and follow the in-app prompts.
What if the pharmacy is closed when I need to return a pharmacy order?
If the pharmacy is closed and it is outside normal pharmacy hours, only a manager at the store can accept the return order. To find a manager, you can ask an associate at the Customer Service Desk.
What should I do if a prescription package appears damaged or opened during delivery?
Never deliver damaged or opened prescription packages - return them to the pharmacy. Contact Driver Support immediately as this could result in a HIPAA violation.
If the pharmacy order package or prescription bag is damaged or opened, the delivery cannot be completed for the order. To start the return trip, you can tap Delivery Issues on the order and follow the in-app prompts.
