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| Frequently Asked Questions |
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Hospital
Q: Do we need a special computer system or type of computer to use VetSource?
Q: Can we use our existing web site?
Q: What if we don't have a web site?
Q: What sort of training is available?
Q: How does VetSource support hospital staff?
Q: Who do I call if I have a question?
Hospital - Home Delivery
Q: What if the hospital currently uses another home delivery service?
Q: What are the benefits of pharmacy and pet nutrition home delivery for clients?
Q: How does VetSource help with client compliance?
Q: What's the product cost to the client?
Q: How do I know that my client's information will be kept confidential and secure?
Q: Will I be approving all orders?
Q: How is the product delivered?
Q: What happens if the Hill's product is damaged or incorrect when my client receives it? How do I handle returns?
Q: How does your home delivery return policy work for prescriptions and over-the-counter medications?
Hospital
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Q: Do we need a special computer system or type of computer to use VetSource?
A: You only need a Windows-based system and internet access.
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Q: Can we use our existing web site?
A: Yes. You can easily add a link to your existing web site that will drive people to the home delivery section.
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Q: What if we don't have a web site?
A: VetSource can provide a web site. We have a wide variety of templates to choose from and the content can be updated by you or your staff.
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Q: What sort of training is available?
A: You and your staff will be presented with internet-based sessions to learn about the VetSource eCommerce system. Training sessions can be scheduled at a time that is convenient for you. VetSource also offers tutorials and demos on demand so that you can learn more about specific features of the application.
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Q: How does VetSource support hospital staff?
A: We provide reliable call center support, web-based training, client sign up forms, and a variety of marketing materials for the hospital. We also save you time by providing client reminder services and an automatic refill program for your clients.
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Q: Who do I call if I have a question?
A: If you are having any issues with the VetSource program, contact us at (877)738-8883.
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Hospital - Home Delivery
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Q: What if the hospital currently uses another home delivery service?
A: Using VetSource home delivery does not preclude your use of any other online services.
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Q: What are the benefits of pharmacy and pet nutrition home delivery for clients?
A: The primary benefit is the convenience of having their pet food and prescriptions delivered to their home.
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Q: How does VetSource help with client compliance?
A: On the hospital's behalf, VetSource will send customized email or voice messages with refill reminders to your clients. With our automatic refill program, your clients can schedule regular delivery of products.
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Q: What's the product cost to the client?
A: You set the price of all your products. The cost to the client is the hospital's retail price plus shipping and handling and applicable taxes.
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Q: How do I know that my client's information will be kept confidential and secure?
A: VetSource is built on a state-of-the-art secure platform that assures the confidentiality and integrity of client information. We guarantee that their information will not be rented, bartered, or sold to anyone.
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Q: Will I be approving all orders?
A: You will need to approve all pharmaceutical and Hill's product orders. Besides ensuring the best care for the pet, this helps strengthen your relationship with the client.
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Q: How is the product delivered?
A: VetSource has partnered with the major shipping companies, so your clients can expect prompt delivery. Clients should allow one week for all refill requests. Overnight or expedited delivery is also available for an additional charge.
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Q: What happens if the Hill's product is damaged or incorrect when my client receives it? How do I handle returns?
A: We will honor a 100% customer service satisfaction standard on all Hill's Pet Nutrition products.
If the product received is damaged or incorrect, the client can contact you directly or call VetSource at (877)738-4443 so that the product can be replaced or refunded immediately. If the client returns the product directly to the hospital for a replacement, contact VetSource at (877)738-8883 so that we can restock the item for you.
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Q: How does your home delivery return policy work for prescriptions and over-the-counter medications?
A: For your protection, state and federal laws do not permit pharmacies to resell prescription products if they have been returned after sale, even if they are unopened. In special cases, prescriptions may be returned for credit but the medication will be destroyed by the pharmacy.
OTC products may be returned to the pharmacy for credit provided that they are unopened, not temperature sensitive, and are returned within 30 days of the original sale date. Exceptions to this policy will be made on a case by case basis. All return requests must be pre-approved by the pharmacy before return documents or credits will be issued. Return policies may be subject to change.
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