Delivering cold and flu medicine orders with Dextromethorphan

Updated by Dave Jurgens

Dextromethorphan (a.k.a., Dex) is a cough suppressant used in some over-the-counter cold and flu medications. 

Depending on your specific location, you may receive offers for Dex deliveries. 

This information is intended to help you act in accordance with state and local regulations regarding the sale and delivery of medicines containing Dex. 

Customers eligible to receive Dex deliveries 

State laws require customers to show drivers a valid and non-expired US government-issued photo ID to confirm they are at least 18 years old at time of delivery.  

Valid forms of identification: 

  • Are government issued 
  • Include a photo that matches the customer 
  • List the customer’s date of birth 
  • Are not expired 

If the customer is underage or provides an expired ID, the app will display an ORDER RETURN to help you return the order to the store. 

Confirming a customer’s ID is valid 

It is required by state and local law to confirm the customer is legally of age and able to accept a DEX delivery 

Dex delivery customers must remove their valid photo ID from wallets, purses, etc., so it may be inspected and scanned into the Spark Driver™ app.  

Here is some helpful information on confirming the legitimacy of customer IDs:  

  • Legitimate ID cards have smooth, uniform edges, while fake ID cards often have uneven edges and may have bumpy surfaces or glue marks. 
  • There can be visual differences between the customer and the individual in the photo, but facial features including eye shape and color, nose and ear shape, or any special facial features like birthmarks or scars, should be the same.  
  • Physical characteristics such as weight, hair, and makeup may change with time and do not require as much scrutiny.  

Scanning an ID 

 The customer’s valid photo ID must be scanned into the Spark Driver™ app in order to complete a delivery. 

New Hampshire law prohibits the scanning of any identification barcodes. Information can be manually entered into the app. 

If you're having trouble scanning the ID, the information can be manually entered by pressing the keyboard icon in the top-right corner of the app. Passports and Military ID information cannot be scanned and must be entered manually. 

When you’re at the customer’s door:  

  1. The scan prompt is ready to capture the driver's license, or state-issued identification card.  
For best results, raise your screen brightness before scanning. 
  1. To verify the customer’s date of birth, scan the barcode (usually on the back of the customer’s ID). 
  2. Once scanned, the customer's name, date of birth, and the expiration date of the ID auto-populate in the app. You can easily check to ensure the information matches what is shown on the customer’s ID. 
  3. Once the customer’s ID details are captured, pressing CONTINUE completes the ID verification where you can press SIGN to collect the customer’s signature. 
  4. After scanning the order labels and the ID, sliding the COMPLETE DROP-OFF bar will finalize the delivery.   

What if I think a customer or a location shouldn’t receive an order containing Dex?  

Using good judgment and erring on the side of caution to meet state and local law requirements is an important part of navigating a Dex delivery order.  

An ORDER RETURN can be triggered in the app for orders containing Dex when you have doubts about the delivery appropriateness, including if: 

  •  A Dex order appears to be intended for resale 
  • The customer fails to provide valid identification showing they are 18 years or older 

As always, Driver Support is available to provide assistance with any additional questions. 

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