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Contact the TRICARE Retail Refund Team and FAQs

In our efforts to better serve you, please remember to copy UFVARR_Requests@mail.mil on all email correspondence regarding the TRICARE Retail Refund Program. Please note that this is not a secure site.  Do not add protected health information (PHI) or personally identifiable information (PII) in your message to us.  This includes information such as:

  • Social security numbers
  • Dates of birth
  • Health conditions
  • Treatments
  • Or, other information that should be protected

For information on how the Military Health System protects your sensitive information, visit the Defense Health Agency Privacy and Civil Liberties Office Page.

Please view the following sets of frequently asked questions about the TRICARE Retail Refund Questionnaire, the TRICARE Retail Refund Website, Billing and Pricing and Disputes. If your questions are not answered, see the instructions below to submit your question to us via email.

TRICARE Retail Refund Website

Q1:

Why do I need an account on the TRICARE Retail Refund Website (TRRWS)?

A:

  • TRRWS accounts are used to maintain up-to-date Manufacturer contact information, to identify appropriate point of contact (POC) and provide them with secure access to TRICARE Retail Refund Program data; as well as delivery of program correspondence and quarterly utilization data. All Manufacturers must maintain up to date contact information using the Manufacturer Questionnaire within TRRWS.
  • To view and retrieve TRICARE Retail Refund Program data directly from the TRRWS.
Q2:

Who can have access to TRRWS?

A:
  • All manufacturer POCs should maintain an active account on TRRWS.
Q3:

Who can be assigned as a Manufacturer POC on TRRWS?

A:
  • There can only be 3 POCs assigned per Labeler (1 Primary and 2 Alternate POCs).
  • Manufacturers will provide Primary and Alternate POCs as well as any changes or updates that have occurred to the contact information in a timely manner to maintain access to Manufacturer data.
  • Third-party consultants may not be listed as the Primary POC.
  • Only Manufacturer POCs currently assigned to labelers within TRRWS will be able to retrieve or discuss a Manufacturers’ proprietary information with the TRICARE Retail Refund Team (TRRT).
  • Note: Effective July 2020, any Manufacturer/Third Party Shared or Group Emails will NOT be allowed to be listed as a POC on the TRRWS.
Q4:

How do I obtain my account on TRRWS?

A:

Follow these steps:

  1. Go to TRRWS (https://trrws.health.mil/Public/Login.aspx).
  2. Select the “Request New User Account” link and complete the form. 
  3. A TRRT member will review and process your request for access. 
  4. You may only request one (1) labeler for initial login; additional labeler requests may be submitted once your access to the site has been approved.

For more information please refer to the TRRWS Manufacturer User Guide located here.

Q5:

How do I obtain access to additional Manufacturer Labelers on TRRWS

A:

Follow these steps:

  1. Log into the TRRWS.
  2. Click “Request Labeler Access”.
  3. Request labeler access on TRRWS by submitting the six digit labeler code of your requested Manufacturer including the alpha character (X#####).  
  4. An email will be sent to the assigned Primary POC and to the TRRT for review. 
  5. You will receive an email when your access has been approved

Please see the TRRWS Manufacturer User Guide located here for additional details. 

Q6:

How will I know my quarterly utilization data files are available on the TRRWS?

A:
  • A notification email will be sent from TRRWS Support (dha.ncr.j-3.mbx.trrws-it-support@mail.mil).
  • TRRP correspondence will only be sent to the Manufacturer POCs currently assigned on TRRWS.
  •  For more information regarding the billing schedule please refer to the Information on the Pharmaceutical Manufacturers Page.

Report Issue with the TRRWS Website

Disputes Resolution

Q1:

In my data there looks to be duplicates of the same Rx number filled on the same date of service. Is that possible?

A:

Yes. Examples include; duplicate inhalers for school and home, vacation supplies, lost medication, or provider prescribed increased dosages. It is important to take this into consideration when disputing utilization data.

Q2:

My K codes have been rejected, but I know that these are 340b pharmacies.

A:

DHA requires that a Manufacturer TRICARE Retail Refund 340b Verification Form be completed by the pharmacy to validate that a prescription was dispensed with 340b product prior to accepting these disputes. Please refer to the Manufacturer Policy and Procedure guide for more information regarding K Codes.

The 340b Verification Form can be found under our Operational Documents.

Q3:

What pharmacies are eligible for the TRICARE Retail Refund Program?

A:

TRICARE retail pharmacy includes long term care facilities, specialty pharmacies, pharmacies inside a physician's office and hospital, and all other pharmacies identified as part of the TRICARE Retail Network. Please refer to the Manufacturer Policy and Procedure guide available in our Operational Documents for more information regarding pharmacy eligibility.

Billing and Pricing

Q1:

If a product is divested, what should a company do to let TRICARE know?

A:

It is the responsibility of both parties (the previous manufacturer and new manufacturer) to complete an Appendix A Change Request form in its entirety and submit it to UFVARR_Requests@mail.mil. The form must contain the signatures of both parties. Once the TRICARE Retail Refund Team (TRRT) receives, reviews, and approves the form, billing can be updated. Please note that if the form is submitted with transfer dates in a previous quarter, the transfer will be reflected in the upcoming billing quarter.

Q2:

How would a product be eligible for the TRICARE Retail Refund Program if it is not dispensed in the retail network (e.g. if the product is IV or other forms, to be administered by MD, or provided in the hospital)?

A:

If an NDC is reported to the TRRT with a positive minimum refund, it is a covered drug under 38 U.S.C. 8126 of the final rule and eligible for the TRICARE Retail Refund Program. A refund will be owed for covered drugs dispensed through pharmacies identified as part of the TRICARE Retail Network, which includes long term care facilities, specialty pharmacies, and pharmacies inside physician offices or hospitals. In the event that an NDC appears to be incorrectly reported to TRICARE as a covered drug, please contact your POC at the Department of Veterans Affairs. The manufacturer may also submit disputes for these claims (please see the Dispute Submission process in the TRICARE Retail Refund Program Process & Procedures Guide) so that proper credit can be given in the event that the disputes are accepted.

Q3:

If a company has a new NDC for the same pharmaceutical agent that has an ADP Agreement in place, but the NDC is not on this ADP Agreement, how will TRICARE bill the NDC? ii. Will this be handled differently depending on if the drug is on a FCP or WAC ADP Agreement?

A:
  • If an NDC is not included on an ADP Agreement and the pharmaceutical agent is the same for the NDC(s) for which an ADP Agreement is in place, it will be billed under the ADP Program and a discount percentage will be determined based on strength, dosage, and package size of similar NDCs.
  • Typically, WAC ADP Agreements will include drugs that are not Covered Drugs, such as diabetes testing supplies. If the NDC is not included on the WAC ADP Agreement for a non-Covered Drug, it will not be billed under WAC, ADP, or SDP. If the NDC of the pharmaceutical agent on the ADP Agreement is a Covered Drug, then it will be billed ADP (FCP or WAC based on the ADP Agreement in place)
Q4:

How does TRICARE calculate the refund owed for those NDCs not included on a pharmaceutical agent’s ADP Agreement?

A:

If an NDC is not included in a pharmaceutical agent’s ADP Agreement and is eligible to be billed under ADP, the TRRT will calculate the refund owed by assigning the additional percentage from an NDC on the ADP which closely matches this NDC in strength and package size. 

Q5:

If a drug was determined to be non-formulary per the final decision in a P&T Committee Meeting and is currently on an ADP Agreement, will it be terminated? If so, when?

A:

All ADP Agreements for drugs belonging to drug classes reviewed in Pharmaceutical & Therapeutics Committee Meetings will be terminated upon the effective dates determined within the review of each class, regardless of formulary standing. However, if a drug is designated non-formulary per the P&T Committee, a bid that may have been submitted for consideration will not be accepted. ADP Agreements to be terminated will be done so with a termination date determined within each class (not the signing of the minutes unless otherwise indicated). Please refer to the P&T Committee Meeting Minutes for more information.

Q6:

Why is a drug not covered under TRICARE Formulary although the company has a Pricing Agreement in place with the TRICARE Retail Refund Program?

A:

Although Section 703 Compliant, there are many reasons as to why a drug may not be covered under TRICARE formulary. All formulary questions should be directed to the TRICARE Industry Liaison via email or by calling 1-210-536-6121.

Still have questions?

For any questions or issues, please contact the TRICARE Retail Refund Team:

  • Send us an email message and include the following information in the message:
    • Labeler Code
    • Manufacturer Name
    • Question/Issue (i.e. TRRWS Access)
    • Example Subject Line: “X00000 - MFG Company Name – TRRWS Access”
  • Call 1-703-681-8494

DHA Address: 7700 Arlington Boulevard | Suite 5101 | Falls Church, VA | 22042-5101

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