How do I speak to a real person?
You can contact our team through the patient portal chat or email support@refills.com. Phone support is available during business hours, and voicemails are typically returned within 1 business day. For urgent matters, reply "ESCALATE" to any message.
Why is no one responding to my message?
We aim to respond within 1-2 business days. During high-volume periods, delays may occur. If you haven't received a response within 48 hours, please email support@refills.com for priority handling.
Are your responses automated or AI?
You may receive an initial automated acknowledgment, but all inquiries are reviewed by a real support team member. If you need a human response, simply reply "Please escalate."
How do I get faster support?
The fastest method is the in-app portal chat. For urgent issues, include "URGENT" or "ESCALATE" in your message and provide full details (order number, issue, screenshots).
Who do I contact - support or my doctor?
Medical questions: Message your provider. Billing/shipping issues: Contact support. If unsure, contact support and we'll route it for you.
Why am I getting different answers from different agents?
We're working to improve consistency. If you receive conflicting information, reply with the previous response and we'll clarify.
Can I request a callback?
We don't currently offer scheduled callbacks. However, if you leave a voicemail, our team will return your call within 1 business day during business hours.
How do I provide feedback about my experience?
You can share feedback by emailing support@refills.com with the subject line "Feedback." We review all submissions and use them to improve our service.