Prescriptions and refills
The /prescriptions page: read a prescription status, start a refill, and set the reminders that bring patients back.
Prescriptions lists every medication a provider has written for your patients, what the pharmacy has done with it, and the two things you can do about it: start a refill, and set the reminders that bring the patient back.
Questions people ask about this page
A prescription is stuck on Saved. What does that mean?
Saved means the prescription was written and stored but never transmitted — the account is in manual submission mode. It will sit there forever on its own. Someone has to send or submit it. If you see this and did not expect it, ask your provider network.
Why does a failed prescription show the patient "Processing"?
Deliberately. Every failure state — Failed, Error, API Submission Failed, Pharmacy Order Failed, Action Required — collapses to Processing on the patient's side, with the line "Your care team is finishing this up." You see the truth; they see a holding message. The one exception is a declined card, which they must fix themselves.
How do I find out why a prescription failed?
Hover the warning triangle on the status badge. A card appears with a title, a plain-English cause and a fix — for example Prescriber DEA number required, Pharmacy does not dispense to this state, or Prescriber not licensed in this state. When nothing matches, the default reads Prescription could not be sent and tells you to resubmit and then contact support.
Can I start a refill without waiting for the patient?
Yes. Open the prescription, find the Refill actions card, and click Start refill. It creates a refill order tied to that prescription and notifies the patient to review and submit their forms.
Where do refill reminders come from?
Two layers. A default set per product on the Refill reminders tab of the product editor — 2 weeks before supply end, Custom or No reminder. And overrides per prescription, in the Patient messaging rules card of the prescription detail. The per-prescription rule is the one that fires for that patient.
What is "days supply" and why does it matter?
How many days the medication lasts, set by the provider when they prescribe. It is the anchor most refill reminders count back from, so a wrong days supply means reminders fire at the wrong time. Read it on the Days supply line in the prescription summary.
Can I create a prescription myself?
You can queue a request, not write a script. When your provider network has authorised it, a Queue prescription button appears above the table. It puts a request in front of a provider — a provider still writes and signs it.
What does voiding do?
It cancels a prescription that has not gone out. It does not refund anything and does not cancel the order. Anything already shipped, delivered, received, expired or cancelled cannot be voided at all.
Where to find it
Left menu → Prescriptions. Direct link: /prescriptions. Visible to: Client Admin and Client Staff. The route is removed for review-only (Good Faith Exam) clients. Heading Prescriptions, sub-line View and manage all patient prescriptions for your clinic.
The same records also appear on the Prescriptions tab of a patient's record, with the same detail dialog.
Client roles get no tabs on this page. The Prescriptions / Requires Approval tab bar belongs to provider-side roles only, so if a colleague at your provider network describes tabs, they are not describing your screen.
What is on this page
| What you see | What it does |
|---|---|
| Search | Placeholder Search by medication, patient, provider, or email... |
| Columns | Prescribed date · Patient · Provider · Pharmacy · Medication · Status · Last updated · Actions. Every header sorts. |
| Export CSV | Downloads the rows currently on screen. Both Client roles get it. |
| Filters | All patients · All medications · All providers · All networks · All pharmacies · All statuses · Last updated · Prescribed date. A filter with nothing behind it is not rendered. |
| Queue prescription | Appears only when your provider network has authorised client-queued requests. |
| Row click | Opens Prescription Details. |
| Row menu | View details · Void prescription. That is all a client role gets — Message patient and Message client group are provider-network actions and never appear here. |
| Warning triangle on a status | Hover it for the failure cause and its fix. |
| Awaiting finalization | Appears in a cell when a provider has not signed off yet. |
Inside Prescription Details
| Card | What is in it |
|---|---|
| Summary | Rx ID, Written, Submitted, Quantity, Days supply, Patient, Provider, Pharmacy, Tracking, Prescription PDF, Product, and Void reason when voided. |
| Medication details | Directions, dose, supply, and quantity. One row per medication. |
| Patient messaging rules | Reminder rules for this prescription. The description counts {n} active of {m} total. |
| Refill actions | Start a linked refill order for this patient. Holds the Start refill button. |
How to work the page
Open it
In the left menu, click Prescriptions.
Find the trouble first
Open All statuses and select the red ones — Failed, API Submission Failed, Error, Payment Failed. These are the only rows where a patient is waiting on something nobody has noticed.
Read the cause
Hover the warning triangle on the badge. The card names the problem and its fix.
Then check the amber ones
On Hold, Action Required, Need Clarification and Cancellation Requested all mean the pharmacy is waiting for an answer from a human.
Message the right people
There is no message action on this row menu for a client role. Open Messages and start or reopen the patient's thread, or use Network chat to raise it with your provider network.
Leave clinical statuses alone
Queued for review and Awaiting finalization belong to a provider.
How to start a refill
Open the prescription
Click the row, or use View details. The dialog Prescription Details opens.
Check the supply first
Read Days supply in the summary. If it says Not available the reminder engine has nothing to count from, so a manual refill is the only way this patient comes back.
Find the Refill actions card
It reads Create a refill order tied to this prescription and prompt the patient to review the intake flow.
Click Start refill
A toast confirms: "Refill started. The patient was notified to review and submit their forms."
If they already have one open
The toast reads "Patient already has an open refill. They were notified to complete their forms." No duplicate order is created — the patient is nudged again instead.
Track it as an order
The refill is now a normal order. Follow it on the Orders page.
Start refill is missing on a prescription with no linked order or product, and on anything terminal — voided, cancelled, delivered, expired or discontinued. There is nothing to refill against.
How to set a refill reminder for one patient
Open the prescription
Then find the Patient messaging rules card.
Add a rule
Click Add rule. The dialog Add Messaging Rule opens, and its description writes your rule back to you as a sentence — "Send a patient message {amount} {unit} {direction} {anchor}."
Set the Timing
Amount is a number. Unit is Hours or Days. Direction is Before or After — Before is only offered when the anchor is the last day of supply.
Pick the Anchor
Creation date, Write date, Submission date, Last day of supply or Delivery date. For a refill nudge, use Last day of supply with Before.
Choose Delivery channels
Tick Email, SMS or both.
Write the Message content
Placeholder Write the patient refill reminder. Say what the medication is for and what to tap.
Save and check the count
The card's description updates to {n} active of {m} total. Edit or delete a rule from its row.
How to set the default reminder for a product
Per-prescription rules are the exception. The default that covers everyone lives on the product.
Open the product
Left menu → Products, then Edit details on the row.
Go to the Refill reminders tab
Its help text reads: "Choose when patients get a refill reminder for this product. Pick Custom to write your own timing—click any underlined word to change it. You can still set different reminders on individual prescriptions later."
Pick a cadence
2 weeks before supply end is the platform default and suits most ongoing medications. Custom lets you write the timing sentence yourself, with the same amount, unit, direction and anchor controls. No reminder switches reminders off for that product.
Add the channels and the wording
Tick Email and SMS, then write the message.
Save
New prescriptions for this product inherit it. Existing prescriptions keep whatever rules they already carry.
Statuses you will see here
Grouped by what they mean for you, not alphabetically.
| Status | What it means | What to do |
|---|---|---|
| Queued for review | Your team asked to review the prescription before the patient is charged. | A Client Admin or Client Staff authorises it from the Orders page. |
| Awaiting patient payment | Written, but the patient must pay before it goes out. | Send a payment reminder from Orders. |
| Saved | Written and stored but never transmitted — manual submission mode. | It will not move on its own. Ask your provider network to send it. |
| Sending | Transmission in flight. | Wait. |
| Sent to pharmacy / Submitted to pharmacy | The pharmacy has it. | Wait for tracking. |
| Pending | The pharmacy has it and nothing has moved. | Wait, or ask the pharmacy for a status refresh. |
| Pharmacy processing / Processing | Being verified or filled. | Wait. |
| On Hold | The pharmacy put it on hold. | Contact the pharmacy and resolve whatever they flagged. |
| Action Required | The pharmacy needs something from your side. | Hover the badge for the cause, then act. |
| Need Clarification | The pharmacy asked a question. | Answer it. The badge carries a help glyph. |
| Cancellation Requested | Someone asked to cancel. | Confirm with the pharmacy. |
| Shipped · In Transit · Delivering · Delivered | The carrier journey. | Track it. Tracking in the summary carries the number. |
| Delivered to pharmacy / Received | It reached the pharmacy, not the patient. | Wait. |
| Completed | The vendor accepted and finished it. | Nothing. |
| Payment Successful / Payment Failed | The pharmacy-side charge. Payment Failed is the one failure the patient does see, as Payment issue. | Ask the patient to update the card the pharmacy holds. |
| Failed · API Submission Failed · Error | Submission failed. | Hover the triangle, apply the named fix, then resubmit. The patient sees only Processing. |
| Needs Attention | An internal flag. | Investigate; raise a ticket if nothing is obvious. |
| Not Processed | Nobody ever picked it up. | Resubmit. |
| Expired | The prescription ran out of validity. | A provider has to rewrite it. |
| Discontinued | Therapy stopped. | Nothing. |
| Voided | Cancelled before dispatch, usually by a fix-and-resubmit. | The replacement carries on. Read Void reason in the summary. |
| Cancelled / Cancelled by Admin | Cancelled. Patients see plain Cancelled either way. | Nothing. |
| Active / Approved | A current medication on the patient's list. | Nothing. |
What the patient sees instead
| You see | They see |
|---|---|
| Any failure or error state | Processing — "Your care team is finishing this up. We will update you as soon as it moves." |
| Cancelled by Admin | Cancelled |
| A declined card held by the pharmacy | Payment issue — the one failure they can and must fix |
| Queued for review on the order | Preparing your order |
| Awaiting patient payment | Payment due |
How to void a prescription
Open the row menu
Click Void prescription. The label changes to Voiding... while it runs.
Know what it does and does not do
It cancels the prescription. It does not refund the patient and it does not cancel the order. Refund from Orders if money moved.
Check the reason afterwards
Reopen the prescription; Void reason appears in the summary.
Client roles can void a prescription sitting at Pending, On Hold, Awaiting patient payment, Queued for review, Saved or Sending, plus the failure states. Nothing already Voided, Cancelled, Delivered, Shipped, Received, Expired or Discontinued can be voided.
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| The patient says nothing is happening, but you see Failed | Failures are hidden from patients on purpose. | Read the triangle tooltip, fix it, resubmit, and message the patient yourself. |
| A prescription sits on Saved for days | Manual submission mode. Nothing will send it automatically. | Ask your provider network to submit it. |
| No Start refill button | The prescription has no linked order or product, or it is in a terminal state. | Create the follow-up as a new order on Orders instead. |
| No Queue prescription button | Your provider network has not authorised client-queued requests, or pharmacy sending is off for your account. | Ask the network. |
| Days supply reads Not available | The provider did not record it. | Supply-anchored reminders cannot fire. Use a rule anchored on Delivery date instead. |
| A status you have never seen, in title case | Unmapped vendor tokens are title-cased and shown as-is. Bare numbers are raw HTTP codes from the vendor. | Treat 4xx and 5xx as failures. Raise a ticket with the Rx ID. |
| Reminders fire at the wrong time | A per-prescription rule is overriding the product default. | Open Patient messaging rules on that prescription and fix or delete the rule. |
| No Message patient in the row menu | Those two actions belong to provider-network roles. A client row menu has View details and Void prescription only. | Message the patient from Messages instead. |
| Voiding did not refund the patient | It never does. | Issue the refund from Orders. |
| The same patient got two refill emails | A product default and a per-prescription rule both fired. | Delete the duplicate on the prescription, or set the product to No reminder if the rules are per-patient. |
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