How Prescription Delivery Works with DoorDash Drive On-Demand
Please note that the below information is intended for members of the Independent Pharmacy Cooperative (IPC). If you are not a member of IPC, please disregard the below and contact your DoorDash account manager to get your questions answered.
If you cannot find an answer to your question in the list below, please feel free to contact your IPC point-of-contact.
What is DoorDash Drive On-Demand?
DoorDash Drive On-Demand is a white label fulfillment platform which powers the back-end logistics for our pharmacy and other partners.
You pay a flat fee per order, and a Dasher will deliver directly to your customers.
Do I need a DoorDash Marketplace account to use Drive On-Demand prescription delivery?
No, neither you nor your patient need to have a DoorDash Marketplace account to use the service.
DoorDash Drive On-Demand is a white-label fulfillment platform, this means that your pharmacy staff will be requesting deliveries through the Drive On-Demand Portal on behalf of your patient.
A unique login to your Drive On-Demand Portal will be given to you upon sign-up.
How do I sign up for DoorDash Drive On-Demand?
For information on signing up, contact your IPC contact.
Where can I find a detailed overview of DoorDash Drive On-Demand?
Review your IPC Drive Portal Operating Guide. This Operating Guide will give you all of the details you will need to place deliveries.
If you need to locate your guide, please contact your IPC point-of-contact.
Is DoorDash Drive On-Demand available in my area?
Check with your IPC sales contact to see if your pharmacy is in a location where DoorDash is available.
How do I log into my DoorDash Drive On-Demand Portal?
Once your account has been created, you will receive an email which will prompt you to create a password.
Once you’ve created your password, navigate to www.doordash.com/drive/portal to start placing deliveries.
Why is my login link not working?
The link to create your username & password will expire after 24 hours. If your link has expired and you cannot create your username & password, please contact your IPC contact for details and let a specialist know that you will need a new login link.
What products are eligible for delivery?
Not all prescriptions are eligible for delivery by DoorDash.
Controlled prescriptions Schedule I through V are not eligible for delivery via DoorDash at this time.
What packaging is required?
DoorDash requires all of our partner pharmacies to put eligible prescriptions in tamper evident & discreet packaging.
Please make sure only information necessary for the successful completion of the delivery is included on the outside of the package (e.g. - patient name, address, and/or phone number).
Do not include any prescription information on the outside of the package.
Can I deliver refrigerated products?
You may deliver refrigerated products at your discretion. Please make sure you provide any necessary cold packaging to ensure the prescription does not spoil.
Can I bulk submit orders and have one Dasher pick all of them up?
At this time, bulk submissions are not supported in the DoorDash Drive On-Demand Portal.
We recommend that as delivery requests come in throughout the day, you schedule them for pick-up later that afternoon. That way, DoorDash can attempt to assign as few Dashers as possible to pick up all of your orders, and you can minimize the operational burden on your pharmacy staff.
For urgent use-cases, you can also schedule an ASAP delivery, where a Dasher will arrive as soon as possible (usually within 15-20 minutes).
Note: Dashers will only be able to pickup up to 10 orders at a given time.
When can I expect a Dasher to arrive?
Typically you can expect a Dasher to arrive within 15 minutes of order placement or the scheduled delivery time.
What do I put in the subtotal field?
The subtotal field will be the actual value of the medication. This will be the field we use to process refunds, should a delivery be lost and eligible for a refund.
The max refund allotment is $2,000 per delivery. If the value of the medication is more than $2,000, please enter $2,000 in the subtotal field.
You may be asked to provide proof of the value by our support team, so please make sure this value is accurate. If you have any issues with this process, please contact your IPC point-of-contact.
What happens if a patient is not home?
Electronic signature capture will be required for your deliveries.
When a Dasher arrives at a customer’s address and the patient or an agent of the patient is not home to sign for the delivery, the Dasher will be prompted in their Dasher app to return the prescription to the pharmacy.
How do I request support?
Review the “DoorDash Drive On-Demand: Contacting Support” section of your IPC Drive Portal Operating Guide for more detailed information on how and when to contact our support team. If you need to locate your guide, please contact your IPC point-of-contact.
Non-live order issues: Contact Drive-On Demand Support
Live order issues:
US (English and Spanish): 1-855-222-8111
Canada: 1-647-957-7219
Canada: (Français): 1-855-643-8439
Australia: 1-800-958-316
Can I request a refund for a delivery?
Yes, you can request a refund for eligible DoorDash Drive On-Demand orders and approved refunds are applied to your next invoice. Contact Drive-On Demand Support to request a refund. If approved, the time it takes to receive your refund varies:
Instant refunds: Some requests are approved immediately. You'll see a confirmation message, and the refund will be applied to your invoice for the current period.
Refunds requiring review: If additional information is needed, you'll be prompted to create a support case. Our support team typically responds within 24 hours.
How do I cancel a delivery?
You can cancel a delivery within your DoorDash Drive On-Demand Portal by:
Navigating to your Active Orders tab
Locating the order you wish to cancel
Clicking on the red Cancel Delivery button
If you are having trouble cancelling, please contact our support team.
What can I do if I’ve had a bad experience with a Dasher?
Contact Drive-On Demand Support with:
DoorDash delivery ID for the order the Dasher was assigned to
Customer name and phone number
An explanation of what happened.
A DoorDash support representative will be able to block the Dasher from being assigned future orders for your pharmacy.
How much does a delivery cost?
Please contact your IPC representative or DoorDash point of contact for more information on delivery fees for your pharmacy.
DoorDash will send an invoice to the email you provided upon sign-up on a monthly basis for any delivery fees or tips that Customers include for Dashers accrued during the previous month.
What do I pay if the delivery needs to be returned back to the pharmacy?
If a patient or agent of a patient was unavailable to sign for the delivery, the Dasher will be prompted to return the delivery back to the store.
Please contact your IPC representative or DoorDash point of contact for more information on return delivery fees for your pharmacy.
How do I pay for delivery?
When submitting prescriptions for delivery in your DoorDash Drive On-Demand Portal, select Invoice as the default payment method. Do not select Credit Card.
You will receive an invoice at the end of the month reflecting the delivery fees for all of the orders that were placed that month. The invoice will be sent to the accounting email address you provided at sign-up.
How do patients pay?
Your pharmacy is responsible for collecting any fees (co-payment, delivery fee, tip, etc) associated with the delivery from the patient.
DoorDash will never collect co-payment, delivery fees, or tips directly from the customer. DoorDash will invoice the pharmacy on a monthly basis for any fees incurred during that month.
