What to do if your order has been declined

If your order has been declined and you have new information that might affect the doctors' decision, you can place a fresh order with that information added to a new consultation. Your original order has already been cancelled and refund initiated, so a new order is needed. Note that placing a new order does not guarantee approval.

Who this applies to

This article applies to customers whose order has been declined by our doctors. It covers what happens next and what to include in a new order, if you wish to place one. 

What happens when an order is declined

When the doctors decline an order, two things happen:

• The order is cancelled.
• The payment is refunded to the original card. Refunds typically take 3 to 5 full working days to appear in your account, depending on your bank.

We cannot reverse the cancellation. If you want to try again, you will need to place a new order.

Placing a new order with new information

If you have new information that you think will affect the decision (for example, evidence of a previous prescription, updated photos, or a clarification on your medical history):

1. Place a new order on oxfordonlinepharmacy.co.uk for the medication you want.
2. In the consultation, include all up-to-date information and upload any supporting evidence (such as a previous prescription or dispensing label).
3. Submit the order so the doctors can review with the full picture.

Placing a new order does not guarantee that it will be approved. The doctors will assess the new consultation on its own merits.

If you think there needs to be a re-valuation for your order

There can be several things that mean the doctors might need to re-valuate. For example, occasionally customers put in the wrong information. Since the incorrect information has been put in, our doctors have to take this as fact unless some external evidence can be provided. We can explore other options for evidence such as video consultation. If you think you have additional evidence to provide please contact customer service team initially before placing a new order.

Common scenarios

• Your order was declined because the doctors needed evidence of a previous prescription. You have now found it. Place a new order with the evidence attached.
• Your order was declined and you are not sure why. Check your account messages and any email from our team; the reason should be there. If not, email us with your order number.

What to do next

Check the reason your order was declined. If it is something you can address with new information, place a new order including that information but for a lot of things, evidence may be needed such as who started prescribing to you originally. If you are unsure, contact us with your order number and we will explain why it was declined.

Still need help?

See our Contact us article for the best way to reach our team.