Missing or Incomplete Order Information

This guide helps you troubleshoot and resolve issues when an order is stuck due to missing or incomplete information. Following these steps will help you identify what is missing and get the order back on track.

How to Identify the Issue

The primary indicator of missing information is an order that is not progressing to the next status in the workflow. For example, an order might remain as Awaiting Requirement or Awaiting Shipment for an extended period. This guide helps you check the key data points that are required for an order to advance.

Common Causes and Solutions

The following section outlines the most frequent types of missing information that can cause an order to get stuck. Each cause includes diagnostic steps and a clear solution:

  1. There is a Visit Request Issue

  2. The Order is Missing a Pharmacy Assignment

  3. There is an Issue with the Payment Method

1. There is a Visit Request Issue

A common reason a visit request is not sent to a physician partner is that the patient has not completed their requirements. The system is designed to wait until all requirements are fulfilled before automatically triggering a visit request. This is a frequent cause for an order to be stuck in the Awaiting Requirements status and not advancing to Awaiting Script.

  • Diagnosis: In the order details, look at the Requirements section. If any item has an (x) next to it, the requirement is incomplete. The order status will likely be Awaiting Requirements.

  • Solution:

    1. Navigate to the patient's Activity tab to verify if an automated reminder email was sent.

    2. If the patient has not responded, follow up with them directly via the in-platform chat or by email/phone.

    3. Once all requirements are marked with a checkmark (✅), the workflow will resume automatically.

2. The Order is Missing a Pharmacy Assignment

A pharmacy must be assigned to an order for it to progress to the fulfillment stage. Without an assigned pharmacy, the order will stall.

  • Diagnosis: In the order details, check the top-right corner for the assigned user. If this field is blank, no pharmacy has been assigned.

You should also check for the Order Status. The Awaiting Shipment status would trigger an automation to send the order to the pharmacy. If the order is in Awaiting Shipment Status and there is no lifefileID or no pharmacyid, that means it hasn’t been sent.

  • Solution:

    1. If the pharmacy field is blank, assign the appropriate pharmacy to the order.

    2. To re-trigger the sending of the order to the pharmacy, update the order status to Pending. Reload the order, open it again, and change it back to Awaiting Shipment. This will unblock the fulfillment workflow, allowing the order to proceed.

3. There is an Issue with the Payment Method

An order cannot be processed without a valid and successful payment. If a payment fails, the order will not move forward.

  • Diagnosis: Check the order status:

    • Pending: Indicates no payment method is on file, so you won’t be able to try to try a payment.

    • Awaiting Payment: Indicates the payment method on file failed.

To see the patient’s payment methods, go to Patients > Payment Methods (tab Represented with a card (💳) icon).