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Billing and Payments
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To update your payment information:
- Hover your mouse over “My Account” at the top, right of the screen (above the cart icon).
- Click on “My Profile & Preferences” in the drop down.
- From your Profile page, click the "Payment" tab. Here you can add or edit the credit cards or checking accounts we have on file, change your default payment preference, or update your payment method (i.e. bill me later, pay by card).
- Click the Edit icon to begin editing any information that needs to be updated.
- Click the "Save" or "Update" button to finalize your changes.
NOTE: 1. Default payment preferences are inherited from the payer account (i.e. bill me, pay immediate, or pay at temrs), but each shipping location has its own payment methods (cards/checking accounts).
2. Cards added here will be visbile to any other user who has a user ID associated with your account.
3. If your account is a payer location, adding a card here will not make accesible to users assocated with a shipping location. However, users associated with the same account as you will see the payment method.
To view your statements:
- Hover your mouse over “My Account” at the top, right of the screen (above the cart icon).
- Click on “Statements” in the drop down.
- On this page you'll see a list of statements to choose from.
- Click "View" to see your statement on screen OR Click "PDF" to open a downloadable PDF version of your statement.
To pay an open invoice:
- Hover your mouse over “My Account” at the top, right of the screen (above the cart icon).
- Click on “Make A Payment” in the drop down.
- When the page loads, scroll down to the section labeled "Open invoices".
- Select the invoice you wish to pay by clicking the circle next to the invoice number.
- Then select "Pay Now" or "Pay at terms" from the payment dropdown.
- Enter the amount you wish to pay in the "Payment amount" field at the end of the table.
- Repeat this process if you wish to pay multiple invoices at the same time.
- Once you have all of your invoices selected, scroll down and click the "Continue" button
- VaxServe.com will guide you step by step through scheduling your selected invoice payments.
- Once all steps have been completed and you click "Submit", you may download a reciept. You will the scheduled invoice(s), in the "Scheduled payments" section at the bottom of the "Make A Payment" page.
NOTE: You'll need to apply credits and pay invoices as two separate actions. Make sure you use your credits first, then you'll be able to schedule the remaining invoice balance for payment. The "Make A Payment" page will only be accessible if your account is responsible for bill payment.
Getting Started
To review your account information:
- Hover your mouse over “My Account” at the top, right of the screen (above the search bar).
- Click on “My Profile & Preferences” in the drop down.
- On the "Account" tab, you can view or edit your shipping address, facility name, and phone number.
- Click the Edit icon to begin editing any information that needs to be updated.
- Click the "Save" or "Update" button to finalize your changes.
NOTE: Changing your address will prompt our internal teams to review your account information to ensure all licensing and authorizations are still valid. This may delay shipping for products like Yellow Fever vaccine.
To create a new account, you'll need your facility's state license information including the name of the license holder, state license number, and expiration date.
If you are a pharmacy and the license holder is a corporate entity, please call us at 1-800-752-9338 and we can help you set up your new account.
If you have a DEA or HIN number, you may include those as well but they are not necessary to create your account. Note: Your state may have additional requirements that will need to be included.
My Account
To update your email address, you’ll need to:
- Log in to the site.
- Hover your mouse over “My Account” at the top, right of the screen (above the cart icon).
- Click on “My Profile & Preferences” in the drop down.
- Scroll down to the “eMail” header and click “Edit” to make your updates.
We'll need to help you with that. Please reach out to us at 1-800-752-9338 or vaxserve@vaxserve.com. Our account representatives will be happy to help.
To update your receiving hours for standard orders:
- Hover your mouse over “My Account” at the top, right of the screen (above the cart icon).
- Click on “My Profile & Preferences” in the drop down.
- From your Profile page, click the "Account" tab. Here you can edit your receiving hours by clicking the pencil icon. Look for the section below your address information.
- Click the Edit icon to begin editing any information that needs to be updated.
- Click the "Save" or "Update" button to finalize your changes.
Product and Catalog Information
Once you find the items you need:
- Use the "Quantity box" to define how many you need
- Click the “Add to Cart” button to add the product to your cart.
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How to Submit an Order
Our account representatives will be happy to update your formulary with new products once they have been approved by your administrator. Once you have approval, please have your formulary administrator call us at 1-800-752-9338 or email us at vaxserve@vaxserve.com
There are several ways to search for a product:
- At the top of the screen, type the name of the product, product number, or disease state in the search box to initiate a site wide search.
- Click "Order Products" in the navigation menu to view our "Catalog". When browsing the catalog, use the categories and filters on the left to find the products most relevant for what you’re looking for.
Resources
How to Submit an Order
Orders and Shipping
First, your user profile will need access to more than one account.
Then you can shop a few different ways:
Same Order for all: If you need to place the same order for several offices,
- Select the offices you need from the "Location selector" at the top of the "Account Overview" or "Catalog" pages.
- Next add products to your cart as you normally would. This will add the products and quantities to your cart for every location you have selected.
- Once everything is in your cart, click the cart icon to view "Your Cart". From your cart, you can easily update all of the quantities and review the delivery date for each location before finalizing your order.
- Click "Proceed to checkout". Here you'll see the total order value in the "Order total" on the right as well as a breakdown per location in the center of the page. Each order will be shipped directly to the location and invoice as it normally would.
- Click "Continue" and then "Yes, place order" to finalize your orders.
Different Order for each: If you need to place a different order for several offices,
- Select the first office from the "Location selector" at the top of the "Account Overview" or "Catalog" pages.
- Next add productss to your cart as you normally would. This will add the products and quantities to your cart for the selected location.
- Once you have everything in your cart for that location, select the next location from the "location selector" and repeat the process.
- After you have completed this process for all of your locations, click the cart icon to view "Your Cart". From your cart, you can easily update all of the quantities and review the delivery date for each location before finalizing your order.
- Click "Proceed to checkout". Here you'll see the total order value in the "Order total" on the right as well as a breakdown per location in the center of the page. Each order will be shipped directly to the location and invoice as it normally would.
- Click "Continue" and then "Yes, place order" to finalize your orders.
There are a few ways to track your order:
- On your "Account Overview" page, scroll down to your "Orders" widget. You'll see the 10 most recent orders listed. Here you'll find a clickable link under the "Tracking #" column.
- You may also navigate to your "Order History" page. Hover your mouse over “My Account” at the top, right of the screen (above the cart icon). Click on “Order History” in the drop down. Here you'll see a full list of all of your orders. You'll find the same "Tracking #" column containing one or more clickable links that will take you to the carrier's website to track that shipment.
- Keep you eye on your inbox as well. We will email you an advance shipping notice containing your tracking information. You may also receive a text alert if you have opt into text alerts for that shipment.
NOTE: You may have more than one tracking number if your shipment included Merck Drop Ship products, Medical or Surgical supplies, or was a larger order.
Resources
Oh no! Our account representatives will be happy to help resolve that. Please reach out to us as soon as you can at 1-752-9338 with your account number and the order number or PO number of the incorrect order number if possible.
Returns
Our returns policy can be found online in our Term & Conditions document linked below.
RA Issued: Return has been initiated by submitting the return form and Inmar is waiting to receive the return box(es) for processing.
Received: Shipped return box(es) have been received by Inmar and are in queue for processing.
Processed: Return has been processed by Inmar and the details are on their way to the VaxServe team.
Complete: Return complete and credit has been issued by VaxServe as applicable.
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Once you're logged into your VaxServe account:
- Click "Returns" in the top navigation.
- Search for the non-Influenza product(s) you want to return in the search box OR find the Influenza product you want to return in the Influenza table.
- Add the number of doses you're returning.
- Enter the number of boxes you will use to ship back your vaccines and biologics.
- Review your return, place a check in box to show you've read our terms and condition, and click submit!
Resources
General
To reset your password:
- Click the login button at the top of the log in page.
- Look for the "Forgot username or password" link below the login fields and click it.
- On the reset page, enter the email address associated with your username in the second field, labeled "Reset password".
- Click "Continue".
Keep an eye on your inbox; we’ll send you an email with instructions on what to do next. If you don't receive anything within 30 minutes, reach out to our representatives at 1-800-752-9338. Be sure to check your spam folder just in case.
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How to Create an Account and Log In
To find your username, you'll need to:
- Click the login button at the top of the log in page.
- Look for the "Forgot username or password" link below the login fields and click it.
- On the reset page, enter the email address associated with your username in the first field, labeled "Recover username".
- Click the "Submit".
Keep an eye on your inbox; we’ll send you an email with instructions on what to do next. If you don't receive anything within 30 minutes, reach out to our representatives at 1-800-752-9338. Be sure to check your spam folder just in case.
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How to Create an Account and Log In
To view historic data about your orders:
- Click on "Reports" in the top navigation.
- When the page loads, you'll see a list of reports.
- Run the report that best fits your needs.
- You'll be able to customize the time frame before the report run.
- See our Reporting Quick Guide to learn more about filtering and downloading data from our reports.
Resources
Influenza Process Information
To confirm your Influenza reservation:
- Click the "Influenza Vaccines" link in the header menu to go to your "Influenza Dashboard".
- Once the dashboard loads, look for the reservation number you want to review from the navigation menu on the left side of the page and click on it. If multiple reservations exist for the respective season, you may need to utilize the dropdown to find the reservation. Unconfirmed reservations will display a red exclamation mark icon and partially confirmed reservations display an amber exclamation mark.
NOTE: There may be more than one season of Influenza products displayed. The corresponding year will be noted above the reservation number(s).
- The reservation you clicked will now populate the center of the dashboard.
- Click the "Edit reservation" button or if unconfirmed, click the "Confirm Now" button.
- VaxServe.com will guide you step by step through confirming your reservation. If applicable, feel free to make any updates you need on products, doses, etc. Your reservation will be fully confirmed once all steps are completed and you click submit.
Once confirmed, your reservation on the dashboard will now show a check mark icon in green.
To review information about your Influenza reservation shipments:
- Click "Influenza Vaccines" in the main navigation to go to your "Influenza Dashboard".
- Once the dashboard loads, look for the reservation number you want to review from the navigation menu on the left side of the page and click on it. If multiple reservations exist for the respective season, utilize the dropdown to find the reservation.
NOTE: There may be more than one season of Influenza products displayed. The corresponding year will be noted above the reservation number.
- Once you select the Influenza reservation to review, the shipment details will populate below the reservation in the center of the screen.
- If you hover over the pie chart, further details will be provided on the status of your reservation. This information can also be downloaded into an excel spreadsheet. Look for the icons in the upper right corner of the dashboard.
If you need more historic data, you can also view your previous season shipping information at any time in the "Reports" section:
- Click on "Reports" in the top navigation.
- When the page loads, run the "Influenza Vaccines Report". This will give you information on Influenza reservations, shipping, tracking and lot information.
Resources
To update your receiving hours for Influenza reservations:
- Click "Influenza Vaccines" in the main navigation to go to your "Influenza Dashboard".
- Once the dashboard loads, Click one of your Influenza reservation numbers.
- Click the "Edit reservation" button.
- You can update your receiving hours on the "Verify Payment" step. The section you'll need is below your reservation contact on the right side of the page.
- Click the edit icon and make any changes needed.
- Click "Update" to save your changes.
You’ll need to repeat this process for all reservations that need updated receiving hours.
NOTE: updating your receiving hours will not change the product or quantities on your reservation.
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