AmerisourceBergen (now Cencora) Customer Care: Practical Guide for Providers and Pharmacies

AmerisourceBergen rebranded to Cencora in 2023, but many customer-facing tools, contracts, and invoices still reference AmerisourceBergen. Customer care covers pharmaceutical distribution, specialty and practice solutions, third‑party logistics, and patient support services across the United States and internationally. Whether you manage an independent pharmacy, hospital IDN, physician practice, infusion center, or manufacturer program, you will interact with specialized teams aligned to your account type.

This guide explains exactly how to reach the right team, what information to provide, and how to accelerate resolution of ordering, delivery, returns, pricing, and compliance issues. It is designed for day‑to‑day users who need reliable, repeatable steps—not generic advice.

How to Reach Customer Care (and Who Handles What)

Most operational support for U.S. distribution customers is handled by your servicing distribution center’s Customer Care team. Their phone number and email queue appear at the top of your invoice and on your delivery manifest; that contact is the fastest route for order status, shortages, damages, and delivery questions. For specialty products and white‑glove services, you may interact with teams branded under Cencora Specialty Distribution, Lash Group (patient services), ICS (3PL), or World Courier (cold‑chain logistics).

• Customer portal: Sign in to ABC Order (AmerisourceBergen’s ordering portal). In the header, select Help or Support to open a case, start chat (if enabled), or track tickets. Access is typically provisioned by your facility’s administrator via the Customer Logins area on amerisourcebergen.com.
• Account‑specific phone/email: Use the phone/email printed on your invoice, statement, or delivery paperwork for fastest routing. These numbers map to your distribution center and account segment.
• Web contact: Use the general contact form at cencora.com/contact to be directed to the correct business unit if you are unsure of your segment or not yet onboarded.
• After‑hours and STAT: Many locations support on‑call logistics for critical shortages and temperature‑sensitive products. Call your distribution center’s number on the manifest; menus typically offer an after‑hours option that pages the on‑call supervisor.
• Manufacturers/3PL: For ICS or trade partner queries (ASN, EDI, inventory), use the contact listed in your onboarding packet or request routing via cencora.com/contact.

What to Have Ready Before You Call or Open a Ticket

Providing complete, structured details prevents back‑and‑forth and speeds resolution. Your facility likely has a standard template—use it. If not, gather the following before contacting support. For orders placed via ABC Order, much of this data is visible on the Order Details page and can be copied into your case.

• Account identifiers: Your AmerisourceBergen account number, DEA number (if controlled substances), and HIN or NABP for pharmacies.
• Order details: PO number, ABC sales order number, order date/time, requested delivery date, and shipping method (route, courier, or STAT).
• Product specifics: NDC, product description, quantity ordered/received, lot number, and expiration date (for shortages, damages, or returns).
• Documentation: Photos of damages, temperature monitor readouts, packing slips, proof of delivery, and any carrier exception notes.
• Pricing/contract: Contract ID, GPO affiliation, WAC/contract price in question, and claim reference (for chargebacks/340B audits).

Ordering, Fulfillment, and Delivery Support

For most customers, standard cut‑off for next‑business‑day delivery is in the late afternoon local time (commonly 5:00 p.m. local, though this varies by route). Orders submitted after the cut‑off are queued for the next cycle. ABC Order displays the cut‑off time applicable to your account and offers split‑line prompts when an item is backordered or fulfilled from another facility.

Delivery windows are tied to your route. If your facility requires a change (e.g., staffing constraints or construction), submit a routing request two to three business days in advance. Cold‑chain shipments use validated packaging; do not discard temperature indicators until reconciliation is complete. If a monitor indicates an excursion, quarantine the product, document the indicator status with timestamped photos, and contact Customer Care immediately with lot/expiry details—do not administer until cleared.

Returns, Credits, and Pricing Resolution

To start a return, request a Return Goods Authorization (RGA) through ABC Order or via your Customer Care contact. Include NDC, lot, expiration, quantities, and reason code (e.g., overage, short‑dated, concealed damage). Saleable returns generally require unopened, undamaged packaging with readable lot/expiry. Non‑saleable returns and recalls follow manufacturer‑specific rules; the RGA will specify packaging, labeling, and carrier instructions. Do not ship controlled substances without the explicit RGA and required documentation.

Credits post after receipt and inspection at the designated returns center. Standard processing time is typically several business days from receipt, depending on manufacturer policies. Pricing and chargeback discrepancies should reference the contract ID and invoice number; include screenshots of your system pricing if applicable. For 340B, identify whether the purchase was 340B, GPO, or WAC at the time of order to avoid misapplied credits.

DSCSA, Recalls, and Quality Investigations

The Drug Supply Chain Security Act (DSCSA, enacted 2013) requires product tracing by lot and, for many products, package‑level serialization data. Suspect product investigations begin with quarantining the item and providing photos of the 2D barcode, lot, serial, and tamper evidence. Customer Care coordinates with Quality and Trade partners to validate transaction information and may request EPCIS data exchange details from your system of record.

Recall support includes notification, product quarantine, and return instructions based on the recall classification and manufacturer directives. Keep your facility contacts current in ABC Order and with your account manager to ensure timely recall alerts. For urgent patient safety issues, prioritize quarantine and documentation; do not return product until the RGA with recall coding is issued.

Patient Services and Specialty Distribution

Specialty therapies often include benefit verification, prior authorization, copay support, and nurse outreach administered by Cencora’s patient services (e.g., Lash Group). If your practice participates in a manufacturer program, use the program‑specific contact provided in your welcome kit. Include patient initials only (or a program ID) when opening a ticket; transmit PHI via the program’s secure portal, not email.

For limited‑distribution drugs shipped direct to practice, confirm site readiness (refrigeration, backup power, calibrated thermometers) and on‑site contact availability within the scheduled delivery window. If a delivery must be rescheduled, notify Customer Care as early as possible to avoid product risk and re‑delivery fees.

Escalation Paths and Expected Response Times

For routine order status or delivery questions, you can expect same‑business‑day responses during local operating hours. Quality investigations, pricing disputes, and chargebacks require cross‑team validation and typically take longer. If a case is age‑ing beyond two business days without update, request escalation to a supervisor and copy your account manager. For life‑sustaining or cold‑chain products at risk, state “patient‑impact/temperature‑sensitive” in the ticket subject to trigger priority handling.

If you encounter repeated route issues (missed windows, frequent shortages), ask for a service review with the distribution center’s operations lead and your account manager. Bring concrete data: dates, order numbers, items, and operational constraints at your site. Most persistent issues resolve quickly once the route, cut‑offs, or pack configurations are adjusted.

Account Access, Security, and Technical Help (ABC Order)

Access to ABC Order is provisioned by your facility’s administrator. Use named user accounts, not shared logins, to maintain audit trails. If your organization uses SSO or MFA, enroll via the invitation link sent to your corporate email. For password resets, use the “Forgot Password” link on the login page; if you are locked out after multiple attempts, wait 15 minutes before retrying or open a portal access ticket from a colleague’s account.

Common portal issues include permission mismatches (inability to see all locations), browser caching, or pop‑up blockers interfering with invoice PDFs. Clear cache, try a second browser, and include the exact error text and a timestamp when contacting technical support. For EDI ordering or invoice feeds, provide your ISA/GS identifiers, segment maps, and the error segments (e.g., 997/999, 824) to speed triage.

Addresses and Routing to the Right Location

Cencora’s corporate headquarters is in Conshohocken, Pennsylvania; however, operational questions are best handled by your servicing distribution center. The correct mailing and physical addresses for returns appear on your RGA; do not send returns to the corporate address, as they will be refused and will delay credit.

To confirm which distribution center serves your account, check the “Ship From” information on your invoice or the Order Details page in ABC Order. If your organization operates multiple sites, ensure each location’s address and hours are accurate in the portal; route and cut‑off times are calculated from these details.

Compliance, Privacy, and Secure Communications

When cases require PHI or PII (e.g., specialty patient services), use the designated secure portal or secure email per your program’s instructions. Standard email should not include full patient identifiers or full prescription numbers. For controlled substance discrepancies, your DEA registrant or authorized designee must be the one to approve adjustments or returns.

Maintain copies of packing slips, temperature indicator results, and proof‑of‑delivery documents for at least two years, or longer if your state board or accreditation requires it. These records are often requested during DSCSA trace requests, recalls, or accreditation audits and can be produced quickly if stored centrally.

Practical Tips to Speed Resolution

Enter issues directly from the related order in ABC Order so identifiers auto‑populate. Attach photos and documents at submission rather than after a follow‑up request. For recurring issues, ask for a case to remain open until the corrective action (e.g., route change) is confirmed for two consecutive deliveries.

Finally, keep your contact hierarchy current: designate a primary and secondary operational contact, a quality contact, and a billing contact. Update these whenever staff changes occur. The right contact on file often shaves hours or days off time to resolution—and is crucial during recalls or time‑sensitive investigations.