Wardles - FP Portal
Frequently asked questions about the FP portal
What if I do not have a Wardles account?
The portal is only available to Wardles account holders. If you don't have an account you can contact us at https://www.bestwaymedhub.co.uk/Contact and one of the dedicated field sales managers will come back to you.
Can I order trade lines on here?
To order trade lines you'll need to place a trade order. Trade lines can be ordered via phone on 0800 050 1055 using option 2, through our web portal or on your PMR cascade. Contact your Field Sales Manager for more details.
Can I request a stoma bag customisation online?
Yes, when you place your order, we will ask you if you have any custom requirements. Simply specify any measurements that you require in the text box. If you have a template for the patient, please note this in the custom requirements box and send the template to Wardles customer service, preferably by post so the size is not distorted by fax or email.
What if I have a query on a request or order?
You can view your order through 'Your orders' in your account. If you have any questions, contact our customer support team on 0800 050 1055 and choose option 2.
I have received an order in more than one delivery – why is this?
Sometimes we will have stock readily available and other times we may be awaiting a delivery. To minimise delays, we’ll send your order as soon as it’s available to us, which can mean more than one delivery.
There is an error on my order what do I do?
If you notice an issue with your order, contact us straight away, you can use the customer service link on the portal or call 0800 050 1055 and choose option 2.
My commission statement is incorrect what do I do?
If you notice an issue with your commission statement, contact us on 0800 050 1055 and choose option 2.
I have a pharmacy to add or remove from my group. What do I do?
You can manage your group using 'Manage pharmacy groups' within your account.
To add a new group simply choose 'Add a new group'. From there you’ll need to fill out your new group's details such as their name and account number. Once you have created a group you can add their associated pharmacies. This can be done by uploading the associated pharmacies file or, you can manually add pharmacies and their users.
To remove a group, simply choose the group you would like to remove and select 'Edit pharmacy group'. From there you can remove the group from your account.
A person has left, how do I remove them from my account?
If you'd like to remove someone from your account head to 'Manage users' and select 'Edit' on the person you would like to remove. From there, simply choose remove user and they will be deleted from your account.
If the person you are removing is the only admin for the account, you'll need to assign another admin before you can remove your user.
What permissions are in place for the pharmacy team and how do I manage these?
Regular (Non-admin) pharmacy team members will have access to create orders, search our range, view orders and stock amnesty.
Only admin users have access to commission statements and to manage users. If you would like to grant someone admin access, simply edit them in 'Manage user' and change their role to admin.
I can only see orders from when I set up my account – why is this?
Due to this being a new system, we don’t store historical data. Contact customer service on 0800 050 1055 and choose option 2 for any queries.
I can only see orders placed on the portal – why is this?
Due to this being a new system, we can only store the orders you have placed on the portal since setting up your account. Orders placed with a different method use a different system, we are working on integrating these and will update you when this is completed. In the meantime, you can contact us on 0800 050 1055 and choose option 2 to retrieve previous orders.
I can only see commission statements from when my account was set up – why is this?
Due to this being a new system, we can only store commission statements from the date you opened your portal account. If you’d like to see past commission statements, contact us on 0800 050 1055 and choose option 2.
I have changed ownership. How do I move my account to another account number?
You are unable to edit your account number in your portal. If you need to move your account or change your account details, contact us on 0800 050 1055 and choose option 2.
Why can’t I change my own user permissions?
Due to security you can’t change your own permissions.
I work in a Head Office – how can I view details for one pharmacy or the whole group?
You can do this using the filter buttons on the home page to select one pharmacy or multiple pharmacies.
Why does the portal time out?
Each user on the portal has their own account. For security purposes, your account will time out if there has been no activity for a while.
Does the portal show live availability?
No, you can search for the products that are available in our range, but you won't be able to see how many are available at the time. If we are out of stock or there will be a delay on your order, we will contact you to confirm this.
Do you stock everything shown on the portal?
Yes, you can search for the products we have available in our range.
How do I do a stock amnesty?
There are two ways that you can complete a stock amnesty:
- You can print the stock amnesty form, fill this out by hand and email it to us.
- You can choose 'Start a new request' and enter the product information in the fields provided. Once you're happy with the information provided, choose 'Submit request'.
Who can use the portal?
Anyone who has a Wardles account will have access to the portal. Your admin will have to create an account in the first instance. Once their account is created, they will be able to invite other users within their pharmacy or group to join via email.
Are bags and wipes sent automatically?
Free disposable bags and wipes are included as standard with qualifying items.
Can I request extra bags & wipes?
You're unable to request extra bags and wipes. We send enough to cover the amount of product ordered.
Can I pay by direct debit?
We only accept BACs, cheques, or credit/debit card payments.
What if the order has a template I need to send?
If your order has a template, send the template to Wardles customer service, preferably by post so the size is not distorted by fax or email.
Can I still ring to place an order?
Yes, if you would like to place your order over the phone, contact us on 0800 050 1055 and choose option 2.
My account is showing errors – how do I report these?
If you notice any errors on your account, please report them to our customer service team by calling 0800 050 1055 and choosing option 2.
How do I know when delivery will be?
You can check the status of your orders on the 'Your orders' page in your account.
Why is my order saying it will be delivered within 10 working days?
The lead time for each product can differ. All lead times will be confirmed once the order is placed.
How do I know what fee I am on? (Field Sales Manager or FP Support Team)
To find out what fee you're on, contact your Field Sales Manager or the Wardles support team on 0800 050 1055 and choose option 2.