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Order, Payment, Prescription, and Delivery Problems

Most order issues can be answered directly from your account, or resolved by contacting the pharmacy that fulfilled the order. Use the sections below to find the right starting point.

Where Is My Order?​

You can check the live status of any order from your account.

To find it:

  1. Sign in and open Orders from your account menu.
  2. Select the order to see its current status, fulfilment time, and (if it has shipped) a tracking link.

Common statuses:

  • Awaiting fulfilment — the pharmacy has received the order and is preparing it.
  • Awaiting prescription approval — a prescription item is being reviewed by the pharmacist before fulfilment.
  • Ready for collection — the order is waiting for you at the pharmacy.
  • Shipped — the order is with the courier; the tracking link shows live updates.

If the status has not changed for more than three business days, contact the pharmacy directly using the contact details on the order page, or contact XRAI support.

Payment Was Declined at Checkout​

Payments are processed by our payment provider, which can decline a card for a number of reasons. We never see the reason directly, but the most common causes are:

  • The card details (number, expiry, CVC, or billing postcode) do not match what your bank has on file.
  • Your bank blocked the charge because the amount or merchant looked unusual.
  • The card has expired or has insufficient funds.
  • The card has restrictions on online or healthcare purchases.

What to try:

  1. Double-check the card details and try again.
  2. Try a different card — we accept most Australian Visa, Mastercard, and AMEX cards.
  3. Contact your bank and ask them to approve the charge; some banks need a one-tap approval in their app.

Your order is kept open while you retry — no charge goes through until a payment succeeds.

I Cannot See a Prescription I Expected​

Prescriptions appear in your account once the prescriber sends them to you — usually by SMS or email with an eScript token. If you are missing one you expected:

  1. Check the SMS or email the prescriber sent. The token link in that message is the source of truth; opening it adds the prescription to your account.
  2. Confirm the prescriber sent the prescription to the same mobile number or email address on your XRAI account. If they used a different one, the prescription is sitting against that contact method.
  3. Ask the prescriber to resend it if the original message has been deleted.

Once the prescription is in your account, you can forward it to any participating pharmacy from the prescription page.

I Received the Wrong or Missing Items​

If something in your order is wrong, missing, or damaged, contact the pharmacy that fulfilled it first — they handle returns, refunds, and replacements directly.

To find the pharmacy contact:

  1. Open the order in your account and use the contact details on that page.
  2. Have the order number ready — the pharmacy needs it to look up your purchase.
  3. For prescription items, the pharmacist may ask you to keep the original packaging.

If you cannot reach the pharmacy or do not get a reply within two business days, contact XRAI support and we will help escalate it.