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Contact the TRICARE Retail Refund Team and FAQs

In our efforts to better serve you, please remember to copy 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 Pharmacy Refund Questionnaire


When do I have to fill out a Questionnaire?


Questionnaires must be fully completed before submitting to If you are a new Manufacturer to the TRICARE Retail Refund Program and/or if there are any changes in POC, address, or utilization retrieval method for your company you must complete a Questionnaire. 


If I already have access to the TRICARE Retail Refund Website, do I need to submit a Questionnaire?


You must submit a Questionnaire listing you as a POC for every new labeler code you require utilization access to.


Can a new POC simply be added to a Questionnaire or does another POC have to be replaced?


A manufacturer may add up to, but no more than, a total of three POCs. The primary POC must be an employee of the manufacturer, the secondary and alternate POCs may be either an employee of the manufacturer or a third party consulting company. If the manufacturer in question has two different POCs on their current Questionnaire, the manufacturer may add one additional POC on the new Questionnaire. 

Download the Questionnaire Now

Disputes Resolution


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


Yes. Examples of this occurring are when a child needs one inhaler for school and one for home. Patients also may need to get more than one fill if they are going on vacation, lost their medication or the doctor has increased the dosage. It is important to take this into consideration when disputing utilization data.


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


340b pharmacies are retail pharmacies that may service a variety of patients.  DHA requires that a Manufacturer TRICARE Retail Refund 340b Verification Form be completed by the pharmacy before we are able to accept these disputes. 

Download Operation Documents


What pharmacies are eligible for the TRICARE Retail Refund Program?


From the TRICARE Retail Refund Manufacturer Policy and Procedure Guide, 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.

Billing and Pricing


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


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 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.


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)?


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.


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?

  • 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)

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


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. 


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?


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.


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


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.

TRICARE Retail Refund Website


How do I obtain labeler access on TRRWS?

  • Verify that your name is listed on a Questionnaire as a POC for the labeler in question.  
  • Log into TRRWS ( 
  • Click the “Request Labeler Access” button.
  • Request labeler access on TRRWS with the submission of the six digit labeler code including the alpha character (X#####).  
  • An email will be sent to the Primary POC and to the TRRT for review.  You will receive an email when your access has been approved.

How do I obtain an account on TRRWS?

  • Verify that your name is listed on your company’s Questionnaire as a POC.  
  • Go to TRRWS (
  • Select the “Request New User Account” link and complete the form.  A TRICARE Retail Refund Team member will review your request and complete your access. 
  • You can only request one (1) labeler for your initial login; additional labeler requests can be submitted once you have access to the site.

When will my quarterly utilization files be available on TRRWS?


An official GovDelivery email will be sent out when data utilization files are released on TRRWS.  

Sign up to Get Email Updates

Report Issue with the TRRWS Website

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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