NimbleRX

Refill Ineligibility Reasons Now Displayed to Patients

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To improve transparency and reduce confusion, patients now see clear explanations for why certain prescriptions cannot be refilled online. This helps guide patients toward the correct next step and decreases the number of incoming questions pharmacies receive about refill eligibility.

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What’s New

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Clear Refill Eligibility Status

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Each prescription now shows one of the following statuses:

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Eligible for refill
Eligible soon (with a specific date)
Not eligible for refill (with a clear reason)

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Patients no longer see vague or unclear messages during the refill process.

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Ineligibility Reasons Patients May See

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Patients may now see specific explanations for why their prescription cannot be refilled online. These include:

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When the pharmacy does not support online refills
When the pharmacy supports online refills but not for that specific prescription
When no refills remain, requiring a provider visit
When the prescription cannot be refilled online for other reasons
When the prescription is a controlled medication
When the prescription has expired
When the prescription is refillable but not yet and a future refill date is shown

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Full details are included in the table below.

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How This Helps Pharmacies

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Reduces patient confusion and unnecessary calls
Sets clearer expectations about when and how to request refills
Improves the patient experience with straightforward next steps
Provides transparency around controlled substances and expired prescriptions

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Reason Shown to Patient	Category	What It Means
Your pharmacy does not support online refills.	Pharmacy-level restriction	The pharmacy does not offer online refill requests for any prescriptions; patient must call or visit.
Your pharmacy does not support online refills for this prescription.	Prescription-level restriction	The pharmacy supports online refills generally, but not for this specific prescription.
There are no refills left for this prescription.	No remaining refills	All authorized refills have been used; patient must contact provider for a new prescription.
This prescription cannot be refilled online.	General ineligibility	The prescription cannot be processed online for an unspecified or miscellaneous reason; patient must contact pharmacy.
This controlled prescription cannot be refilled online.	Controlled substances	Controlled medications require direct pharmacy involvement; patient must call or visit.
This prescription has expired.	Prescription expired	The prescription is no longer valid; patient must obtain a new one from their provider.
This prescription cannot be refilled yet.	Too early to refill	The prescription is refill-eligible but only after a future date.
You can request a refill on [date].	Future refill eligibility	A specific date is shown indicating when the refill will be allowed.