Cashless E-pharmacy

Frequently Asked Questions

Q1. What is e-pharmacy and how is it beneficial for me?

It is an online pharmacy that helps deliver medicines to your doorstep.
As an SBI Health Assist Policy Holder, you can use this facility via Tata 1mg
website/app and get additional cashless benefits.

Q2. Who is eligible to use the cashless pharmacy benefits?

Policyholders of SBI Health Assist and their registered dependents are
eligible to use the cashless pharmacy.

Q3. How can I place an order and use cashless pharmacy

benefits?
You can place an order by uploading your prescription on our portal using
any of the two ways listed below:
 By sharing your prescription on WhatsApp 9871644492 using your
registered mobile number.
 By logging in using a registered mobile number and uploading the
prescription on our web page.

Cashless Pharmacy 2023 | Frequently Asked Questions

Q4. What are the benefits of using E-Pharmacy and getting
cashless benefits?
It is a convenient mode to order medicines at your doorstep with a discount
of 20% on the cost price of all allopathy medicines (subject to SBI policy
guidelines) for all orders across the country. Further for all orders up to
Rs. 18000, you will have to bear only 1/3rd of the cost, the balance of 2/3rd
would be borne by the SBI. Even beyond the order value of Rs. 18000, you can
use a 20% discount on all orders by paying the full amount.

If you belong to the Elite group of the SBI Policy, you can order prescribed
medicines free of cost for yourself and your registered family members
without any limit.

Q5. How can I check the balance of my wallet?

The option to check the wallet balance is currently not available on the
portal. However, this feature would be active for all SBI users in our
subsequent update.

Q6. If I become a member of Policy B mid-term during its

currency, will I get the full subsidy?
No, the subsidy would be reduced in proportion to the time already lapsed
commencing from 16th Jan. e.g. if you join on 1st September, you will get a
subsidy of Rs. 4,500.

For internal circulation only

 Q7. Can I order OTC Products? If yes, what would be the
discount offered?
Yes, you can order OTC products but the discounts will vary from 0% to 40%
as per Tata 1mg platform offers. However Cashless Benefits will be applicable
as per SBI policy guidelines.

Q8. Are OTC products also part of the proportionate billing

system?
Yes, cashless benefits will be applicable as per SBI policy guidelines.

Q9. Can I get cashless benefits on AYUSH ( Ayurvedic,

Unani, Sidha & Homeopathic) medicines?
No, cashless benefits will be applicable only on allopathic medicine orders.

Q10. Do I get any discount on medicine?

As a beneficiary, you would be eligible to avail of a cashless pharmacy on
Tata 1 mg and get a flat 20% discount on a min order value of 250
(after discount) on prescribed medicine issued by a registered medical
practitioner. However, for items that are not categorised under prescribed
medicines/OTC medicines/vitamin supplements, the discount would be
provided as per Tata 1mg platform.

The discount would be applicable on the items excluding the list of items/
products mentioned here

Q11. Is there any minimum order value?

You need to include a minimum order value of 250 INR
(after discount) on Tata 1mg to use the cashless
pharmacy benefits.

If you belong to the Elite group of the SBI Policy,

there is no minimum order value required to
place an order on the portal.

Cashless Pharmacy 2023 | Frequently Asked Questions (3)

Q12. I don't have a Smartphone, how do I register myself?
The smartphone is necessary if you want to register yourself or place an
order via our app. However, if you do not have a smartphone, you can visit
our webpage and register yourself there. You can also place an order on
the web page by uploading your prescription after you logged into your
account.

On the web page, you need to enter your registered mobile number and
enter the OTP received on that number. After OTP verification you will be
logged in to your account.

Q13. Can I use any phone number to log in to Tata 1mg portal
and use the benefits?
No, only the registered number with SBI can be used for placing an order
on the portal.

Q14. How can I change my number in case my registered

mobile number is not working?
Reach out to the Administrative Offices of SBI if you want to change the
registered number or any other details.

Q15. What if I don’t receive the OTP while registering?

Please check your mobile network and try again. If still, the problem persists,
contact Tata 1mg customer support team at 1800-212-4636.

Q16. Can I place an order without the doctor’s prescription or

by sharing my list of regular medicines?
No, only a valid prescription from a registered medical practitioner can be
used to place an order on the portal for prescribed, and non-prescribed
medicines.

Q17. What is the minimum prescription validity for placing the

order?
A valid prescription should be less than 180 days for chronic cases. For acute
cases, prescription validity is for up to 60 days from the date of issuing.

(4) For internal circulation only

 Q18. What happens once I have uploaded the prescription?
Once the prescription is uploaded, our pharmacist will review the prescription
and call you to confirm the order. If there is any discrepancy in the
prescription they will guide you to generate a new prescription.

For further information, please refer to the step guide provided as any
modification in the prescription would be as per the step guide.

Q19. Can I cancel the order once placed?

Yes, You can cancel the order through the app or by reaching out to
Tata 1mg customer support. In case the order has been dispatched, you
can deny the order when it comes for delivery. However, there might be a
cancellation charge of up to Rs.100 once the order is cancelled after the
packaging is done.

Q20. Can I get the additional item added which is not

mentioned in the prescription?
Yes, you can add Rx medicines to the cart when the pharmacist connects
with you. However, a new prescription needs to be generated by consulting
with a doctor which will be arranged by the pharmacist.

Q21. When can I place the order?

The app accepts orders 24/7 i.e. any time but orders will be processed
between 8 AM to 8 PM, seven days a week.

Cashless Pharmacy 2023 | Frequently Asked Questions (5)

Q22. What if I receive the wrong order?
In such cases, place a return/replacement request for the wrong item via
Tata 1mg customer support and make sure of the following points:
 Place refund request
 Replacement can be requested for orders of more than Rs. 200
 Tata 1mg reserves the right to generate a new order in case replacement
is not available
 For orders less than 200, refund requests can be initiated

 Reporting time should be within 7 days from the delivery date

 Images to be shared wherever applicable

Q23. What if I receive a damaged/expired order?

In such cases, place a return/replacement request for the wrong item via
Tata 1mg customer support considering the following points:
 Reporting time should be within 7 days from the delivery date
 Images to be shared in both cases
 Tata 1mg will check internally and initiate the return and refund request
accordingly
 Reverse pickup is subject to the value and location of the customer.
Tata 1mg holds the right to define which order is eligible for reverse picked
up or refund initiation without order pickup
 For expired products, in case of expiry is near to 3 months then the return
and refund request is to be initiated with pickup arrangement wherever
applicable

(6) For internal circulation only

Q24. Do I have to pay any amount for the order placed?
If yes, how shall I make the payment?
Yes, the amount that isn't covered as per the SBI policy will have to be paid
on delivery. You can choose to pay via cash on delivery. Please refer below
for SBI policy details-

Under the present arrangement, the bank provides a subsidy in the ratio of
2:1 for all orders delivered to the members of the scheme, wherein the
member is required to make payment of 1/3rd of the amount invoiced for
prescribed medicines and the remaining 2/3rd amount is adjusted with the
bank by Tata 1mg. The amount of subsidy by the bank is restricted up to an
amount of Rs.12000 per annum starting from 16th Jan every year. For any
orders placed by the members beyond the amount of Rs. 18000 during a
year, no subsidy is provided by the Bank.

For Elite Group, prescribed medicines are provided free of cost for
themselves and other eligible members of their family without any limit.

Q25. Is the unutilized subsidy for the year carried forward to

next year?
No. It will expire on the Policy expiry date i.e. 15th January.

Q26. How to know if I am a part of the elite group or not?

Please get in touch with the SBI administrative office to know more in detail
about your health care policy.

Q27. How can I check the status of my order? Will I get the
order update on my number through text/WhatsApp?
Order tracking can be done by logging into the
Tata 1mg app/website using your registered
mobile number. In case you are unable to use
the Tata 1mg app/website, please contact
Customer Support.

(6) For internal circulation only

Q28. In case of any dispute or complaint, What is the helpline
or customer support number?

Helpline Number 1800-212-4636

Ordering via
9871644492
Whatsapp

Escalation Email [email protected]

(6) For internal circulation only