A patient wants to pay in-store - what do I do next?

In a situation where a patient already has an active order on the Scripts platform, but comes in person to pay for the order unexpectedly (or requests to pay in person), here are some ways to handle it: 

1) If the patient has already paid online, but comes in to collect their order and accidently pays again in person:

We expect the pharmacy to refund the patient via their system. A refund should not be requested via the Scripts platform. 

2) If the patient has not yet paid online, but comes in to collect their order unexpectedly and requests to pay in person:

We expect our pharmacy partners to ask the patient if they would be comfortable finalising the payment for their order online via the Scripts platform, and explain to patients that paying via the platform ensures that Scripts is fairly reumerated for their work. 

3) If the patient has not yet paid online, but requests in the pharmacy chat if they can pay in person:

We expect our pharmacy partners to tell patients that payment is preferred via the Scripts platform.