Frequently asked questions

Q: Do I have to be a Guild member to join the Pharmacy Click and Collect network?
A: Yes! It is exclusive to pharmacy members of The Pharmacy Guild of Australia.

Q: How much does it cost to activate my account?
A: There are NO upfront fees for Guild member pharmacies to activate an account. There are no hidden fees once your pharmacy is part of the Pharmacy Click and Collect network: The revenue from the customer sale goes to your pharmacy minus the usual banking transaction fees.

Q: Why e-commerce and what will it do for my pharmacy?
A: This is a purpose-built e-commerce solution that has been created and designed by community pharmacists for community pharmacy to increase store foot traffic, deliver new online sales, expand your customer base, help pharmacies compete online and improve supplier communication and interaction. Being part of the Pharmacy Click and Collect network meets the changing shopping needs of consumers and provides with them with eCommerce solution to connect with you: their pharmacy. It offers the next level of online shopping convenience – 24/7, 365 days a year – for Community Pharmacy, Suppliers and Consumers.

Q: Why is the Pharmacy Click and Collect initiative unique?
A: It is unique because we offer consumers the opportunity to Click & Collect their purchases for free at their local community pharmacy. Importantly, this option strenghtens the trusted and respected Customer-Pharmacist relationship.

Q: Doesn’t eCommerce generate more ‘back of house’ work for staff?
A: This is an easy to use and manage e-commerce community pharmacy solution. Our main objectives are to increase store traffic, deliver new online sales and support member pharmacies. As with any new initiative, there is always an adjustment period and we will endeavour to make the transition to e-commerce as easy and simple as possible. Ultimately, if you can handle the work of a new customer walking through your doors, you can handle the work of preparing an eCommerce click and collect order.

Q: Are there different packages I can sign up to and are they all free for Guild members?
A: The Pharmacy Click and Collect solution is the first offering for Guild members, which is free of charge. Once you're familiar with providing eCommerce services, you can explore creating your own website, digital presence, digital engagement and more.  Go to GuildDigital.com.au for more information

Q: How will item pricing be managed? 
A: You will have the ability to set your own pricing for products or use suppliers’ recommended retail pricing (RRP). Not all Pharmacies stock exactly the same products so consumers will be directed to their nearest community pharmacy that stocks the product they are buying. Ultimately - you charge your instore price as all sales go through your POS.

Q: Will there be certain time-frames that customers can select to pick up items from my pharmacy?
A: Once orders are made customers will be provided with an estimated order fulfillment time (say 2-4 hours) and have the option of receiving an email, phone call or sms notification advising when their order is ready for pickup. This will help pharmacies manage customers arriving prior to their order being completed.

Q: How often will my staff have to monitor the computer for orders?
A: Notifications will be sent online via a special web-portal to the pharmacy immediately after an orders is placed and via email. Due to the collection time-frame provided to customers- we will also call your pharmacy to step you through the process.

Q: How many suppliers is Pharmacy Click and Collect aiming to partner with?
A: To position Pharmacy Guild member pharmacies as the preferred purchase location for health-related products, we are in negotiations with a number of the biggest health product brands in Australia to ensure diversity of product for consumers. A large number of well recognised products available will increase store traffic which means more revenue for Guild member pharmacies and great opportunities for suppliers.

Q: I've activated, where do I log-in?
A: Go to pharmacy.com.au/cms/login