Track Orders
Follow every purchase from payment to fulfillment and clear what's stuck.
The Orders page lists every patient purchase in one place. Use it to see where each order stands and to clear anything that is stuck.
You can open this page as a Client Admin or a Client Staff member.
One purchase, several rows
One purchase can show up as more than one order. This is normal.
- The product is one order.
- A required lab test is a second order.
- A live video visit is a third order.
- An add-on the provider suggests later is another order.
Each order moves at its own speed. Each one goes through its own checks. So an extra order next to the one you searched is usually the same purchase, not a duplicate.
Work an order
Open the Orders page
In the left menu, click Orders. The page title reads Orders. You see one list of every patient purchase.
Filter to what needs you
Filter by status to work one queue at a time. Useful statuses are Purchase Complete, Sent to Lab, Results Received, Denied, and Deferred. You can also filter by type: Product, My Product, Request Payment, Lab, and Visit.
Find and open the order
Use the search box at the top. It reads Search orders by ID, patient, or product…. Type a patient name, an order ID, or a product name. Click a row to open it. You see the patient, the product, the payment, the forms, the labs, and the history.
Take your action
What you can do depends on the order. You can update the day-to-day status. You can mark lab results reviewed once you finish the follow-up. Some orders wait on a payment prompt. A payment prompt is a message that asks the patient to pay before the order can move forward.
Update the patient
If the patient needs to do something, tell them exactly what. Send the message in Messages & Calls.
When an order looks stuck
Sometimes an order stops moving and shows no clear reason. The most common cause is the shipping address.
Heads up — pharmacies do not ship to PO boxes. If a patient enters a PO box, the order stalls with no error message. Tell the patient to use a street address.
When a provider says no
Two statuses come from your provider network (the medical team that employs the doctors). Denied means the provider will not approve the order. Deferred means the provider needs more before they decide.
Important — when a provider denies an order, the patient is not refunded automatically. If you do nothing, the patient stays charged. You must issue the refund yourself in Refunds & Voids.
Approval decisions are clinical. They come from your provider network, not from you. Your statuses cover everything else about the order.
When to hand off
Some actions belong to a Client Admin. Use these pages for them.
| What you need to do | Where it happens |
|---|---|
| Send money back to a patient | Refunds & Voids |
| Ask a patient to pay outside checkout | Manual Invoices |
| Release or cancel a lab held for review | Approve Lab Orders |
Words to know
| Word | What it means |
|---|---|
| Payment prompt | A message asking the patient to pay before the order can move forward. |
| Hold (held order) | An order waiting for you to review or act before it continues. |
| Refund | Send money back to the patient after a charge has settled. |
| Provider network | The medical team that employs the doctors who review your patients. You partner with one; you do not hire the doctors yourself. |
FAQ
Is an extra order a duplicate?
Usually not. One purchase can create a product order, a lab order, and a visit order. Each is a separate row for the same purchase.
Why can't I see pharmacy details on an order?
They are hidden on purpose. Patient support does not need them. Everything you need to follow up is in the order details.
An order needs a clinical decision. What do I do?
Nothing on the order itself. Approval decisions come from your provider network. If the review seems stuck, ask about it in Messages & Calls.
What is a payment prompt?
It is a request for the patient to pay. The patient pays it from their own portal. The order cannot move forward until they do.
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