FAQs We're here to help Registering for an online AAH Hub account If you haven’t managed to register for an online AAH hub account yet, we’ve provided a few ‘hints and tips’ below to help. Q: I have forgotten my password - what do I do? A: Please use the “forgot password” link under the ‘Sign in’ button. First, you will be asked to enter your Username. We will then send you an email using the email address you use for this account. Once you have received this, you will be able to change your password. Remember, once you have changed your password, you will be required to use this new password for all your AAH online accounts including Trident, Enterprise, Medecator and Supplierpoint so take good care of it! Q: I have forgotten my username - what do I do? A: Simply call our Customer Systems ServiceDesk on 0344 561 2266 with your account number and postcode and we will confirm your Username. Q: I have tried to register for an online account, but I have received a message telling me that my ‘account is not recognised’ A. Ensure you include your branch number before your AAH account number with no spaces or symbols in between e.g. 703M12345678A Q: I’ve tried using my Trident account number to register for an online account, but it doesn’t work. What can I do? A: You can also use your AAH account number to register for an online account Q: I have received an error message telling me ‘unable to create the user at the moment, please try later’ A: Try entering a different Username or use another email address. Remember, we will send a confirmation email to your email address so please keep an eye out for it. Check your ‘junk’ folder if you need to Q: I’ve entered my postcode, but it has not been accepted A: Ensure you have used the correct format, including a space e.g. AB15 1HT. If this doesn’t work, try using lowercase e.g. ab15 1ht Q: I have logged in successfully but can't see certain reports or information A: Simply call our Customer Systems ServiceDesk on 0344 561 2266 with your account number and username and we wil resolve for you Shopping and ordering Q: Can I amend or cancel my order once it is placed? A: Unfortunately once an order has been placed, it cannot be amended or cancelled. If you are unhappy with the order, you are able to return the items. Please check our return and refund policy. Q: Can I order a product which is awaiting stock? A: You can add a product to your basket which is awaiting stock, but we cannot guarantee that the item will be fulfilled by the time you submit your order. We will aim to provide you with as much information about products awaiting stock as soon as possible. Please contact the AAH customer care team on 0344 561 8899 or the Enterprise customer care team on 01782 7951000 for more information. Q: When will an item be back in stock? A: We receive regular deliveries and our customer care team can give you the estimated date that the item will be available again. Please contact the AAH customer care team on 0344 561 8899 or the Enterprise customer care team on 01782 7951000 for more information. Q: What do I do if I can't find an item I'm looking for online - does that mean you don't sell it? A: When you're searching for an item on the website, you may occasionally find that your search does not return any results. Please check your spelling or the wording as we may not recognise spaces etc. This could also be because we don’t currently stock that particular brand or product online. If the item you are looking for isn't online, please contact the AAH customer care team on 0344 561 8899 with the name of the product and your AAH account number, and we will confirm whether we stock the product or not. Q: I'm having trouble placing an order - can you help? A: For any technical assistance please contact us on 0344 561 2266. We may ask you to detail any issues you are experiencing and may ask you to send screen shots of the error messages you are receiving in order to help fix the problem. Price and payment Q: Is the price listed on the website fixed? A: Prices are correct at the time of listing, and any promotional prices should match those of the promotional catalogue. Prices can be changed at any time prior to delivery due to a variety of circumstances. Prices are subject to change. Q: Does the price listed on the website include delivery, tax and custom? A: The price is inclusive of the cost of delivery, but exclusive of VAT, customs duties, all other taxes, duties and expenses. Please note the total value of your order is exclusive of VAT. Q: What do I need to do if I find an error on an invoice? A: For Enterprise invoices, please contact us within 24 hours. For AAH invoices, please contact us within 1 week of the invoice date with any queries, and we will be happy to look into this further. Account queries Q: I have forgotten my password - what do I do? A: Please use the “forgot password” link under the Sign in button. First, you will be asked to enter your Username. We will then send you an email using the email address you use for this account. Once you have received this, you will be able to change your password. Remember, once you have changed your password, you will be required to use this new password for all your AAH online accounts including Trident, Enterprise, Medecator and Supplierpoint so take good care of it! Q: I have forgotten my username - what do I do? A: Simply call our Customer Systems Service Desk on 0344 561 2266 with your account number and postcode and they will confirm your Username. Q: I have entered my username/password but it doesn't seem to be working? A: Check the spelling of your username and your password; passwords are case sensitive. If you’re still having trouble with your Username, call 0344 561 2266 and provide your account number and postcode. We will then confirm your Username. If you are still having problems with your password, please use the ‘forgot password’ link on the login in page. Q: I no longer want to receive marketing e-mails, how do I stop them? A: Please use your username and password to sign into your account. Once signed in you will be able to change your marketing preferences in the AAH Hub, in the section ‘Your profile – Notifications and preferences’. Alternatively, you can unsubscribe via the unsubscribe option within our emails. Delivery Q: Where do you deliver to? A: We deliver within the United Kingdom, the Isle of Man and the Channel Islands. As an AAH customer we will deliver to the location you have specified on the account details. Q: Who will deliver my order? A: We operate our own delivery network using our specialised ‘Pharma Vans’ which ensure that medicines are stored at the correct temperature and in the correct conditions whilst being delivered to you. We also utilise the services of third party carriers who use approved delivery vans. Q: How long will my delivery take? A: Singles product orders are processed through AAH, and are delivered twice daily. If you place an order in the morning you will receive it in the afternoon. If you place an order in the afternoon, you will receive it the next morning. Where the product is not stocked in your local depot, you will receive it within 24 hours of ordering. Outer/bulk orders processed by Enterprise are delivered once a week and you will be notified when your order is out for delivery. Q: How much does delivery cost? A: Unless otherwise stated, our price is inclusive of delivery if the delivery location is within the United Kingdom, the Isle of Man or the Channel Islands. In the case of “special deliveries” (i.e. deliveries which are not normal scheduled deliveries) a separate charge will be specified. Q: What should I do if my order doesn't arrive on the expected delivery date? A: We always endeavour to deliver your order as quickly as possible. If your order hasn't arrived within 3 working days (excluding weekends and bank holidays) of receiving your order dispatch confirmation email, please contact our AAH customer care on 0344 561 8899 for further information. Q: I haven't received all of my order? A: Please check your confirmation e-mail to see if all items were ordered. You should also check the order reply details to see if items have been cancelled or the quantities have changed. Occasionally, when we process your order some of the items may not be available or we do not have enough stock. We don't want to delay the rest of your order so we'll cancel the out of stock item or change the quantity, and dispatch the rest to you. The order reply detail will show everything we've included and we'll only charge you for the items we send. Please check the paperwork included in your parcel as your order may be dispatched in more than one delivery. Remove all packaging to confirm the item isn't hidden or lost within the packing. If required,please contact our AAH customer care on 0344 561 8899 for further information. Q: Why has an item been removed from my order? A: Occasionally some of the items in your order may not be available. To avoid delaying the rest of your order, we’ll cancel the out of stock items and dispatch the rest of the order. The paperwork for your order will show everything we’ve included. AAH returns Q: What should I do if I receive incorrect, damaged or faulty products? A: All customers calling with a technical complaint relating to products for Astra Zeneca, Glaxo (GSK), Eli Lilly, IPSEN and MSD should be asked to contact the relevant manufacturer directly. For any other product please complete the back of the pick returns note to return incorrect or damaged products. Damaged products should be packed, clearly marked and segregated from saleable stock, if the products are faulty please state what is wrong with the product. Return to your local branch, along with the faulty products packed separately. Please mark clearly as a faulty return and ensure the driver scans the returns note. Q: What should I do if there are products missing? A: Please contact our AAH customer care team on 0344 561 6699 as soon as possible, (within 3 working days) or mark the back of your returns note and send the paperwork back with your delivery driver. Ensure the driver scans the returns note. Q: What should I do if I am receiving short dated products? A: Date on products should be checked upon delivery. If you wish to return an item because of a short date, you’ll need to call our customer care team on 03445616699. Q: What should I do if I have received a product recall notification? A: Please return to your local branch, along with the recalled products. Please pack these products separately and mark clearly as a “recall return” making sure there is your account number and pharmacy name with them. Alternatively complete your account details on a letter head and attach it to the products marking them as recall stock. Clearly segregate it from saleable stock. Q: What should I do if I have a fridge product that I want to send back? A: Special Handling Products; such as Refrigerated Storage products (Fridge lines), Controlled Drugs and Cytotoxic and Flammable are NON-RETURNABLE and can only be returned to correct an AAH error. Fridge lines must be back at AAH within 24 hours of dispatch from the branch, so the return must be initiated as soon as the stock is received. We cannot accept fridge line returns from offshore islands. You must telephone AAH Customer Services as soon as possible after receipt to report the error and obtain the necessary authorisation. In situations where a return is authorised, a collection note will be issued by the branch and a driver will be informed to collect the product, please make sure you send a temperature chart for your fridge from the time you received the product to collection . Please make sure that the product is correctly packaged and that where specialised storage products are concerned, the driver is advised of the nature of the contents of the return. Q: What should I do if I have purchased products in error? A: Please return the products with the AAH C1 return code. When returning make sure the returned products and invoice are packed separately for each invoice and products returned. In an effort to make it easier to do business with AAH, from the 11 Dec 2020 the following charge will not apply to any customer - Any AAH account holder whose monthly returns for credit on product lines which they may order in error (AAH C1 returns code) are greater than 3% of their monthly number of invoiced lines will be subject to a £75 (plus VAT as applicable) administration charge. Hospitals are exempt of the charge. Low account surcharge Q: What is the low account surcharge? A: From 1st June 2020, AAH Hospital Services will be introducing a low account surcharge for Private Sector accounts. Private Sector accounts with an AAH qualifying spend less than £5,000 per month will be charged a £300 surcharge for that month. The £300 surcharge will be invoiced separately and charged to your AAH account. Q: Which accounts does the low account surcharge apply to? A: The surcharge only applies to AAH Hospital Services Private Sector accounts. Q: If I have questions or require further information about the low account surcharge who do I contact? A: If you need support in reaching the qualifying spend threshold, or if you have any questions please do not hesitate to contact hospitalenquiries@aah.co.uk for further information Q: Does the £300 surcharge include VAT? A: No, the £300 surcharge does not include VAT, the VAT will added when the surcharge is processed. Q: What timeframe does the £5000 need to be spent in? A: The full £5000 needs to be spent and invoiced within a single month. The only exception would be whereby an order was placed late in the month and not fulfilled in that month i.e. if an order / product went onto follow. If the order was then fulfilled in the following month, it would be invoiced in that month and not the month in which the order was placed. Q: What does AAH qualifying spend mean? A: This is spend against an AAH basket of products and excludes solus and agency arrangements. Q: If I ONLY purchase solus and / or agency will I be charged? A: No, the charge only applies where the spend on a AAH basket of products is less than £5000. Q: If I spend zero in a month will I be charged? A: No. Q: If my organisation holds charitable status should the low account surcharge invoice have VAT? A: Yes, the low account surcharge is a service charge and therefore VAT is applicable. Q: Does the monthly spend basket include or exclude VAT? A: It is exclusive of VAT. Registered in England and Wales: AAH Pharmaceuticals Ltd – 0123458. Barclay Pharmaceuticals Ltd.– 02770716 Registered Office: Sapphire Court, Walsgrave Triangle, Coventry CV2 2TX VAT Number: 222516987. © 2016 AAH Pharmaceuticals Ltd Your choices regarding cookies on this site Cookies are important to the proper functioning of a site. 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