Resolving Orders Stuck in Awaiting Fulfillment

An order in Awaiting Fulfillment is a safeguard: it stops medication your team has not approved from being shipped. Sometimes an order goes to Awaiting Script, a prescription is written, and then the order lands in Awaiting Fulfillment instead of moving on to shipment. This guide explains why that happens, how to diagnose the mismatch, and how to resolve it—either by getting the correct prescription or by linking the right drug to the product.

What Awaiting Fulfillment means

The system was told a prescription was written for this order. It then looked for a prescription that matches the product the patient bought and couldn't find one. With nothing it is allowed to ship, it stops the order in Awaiting Fulfillment.

In the order's Prescriptions section you'll see one of two things:

• No Data: no prescription is linked to the order's products.
• Other prescriptions: the patient has prescriptions on file, but they have no refills left or aren't for the right pharmacy.

Why the product and prescription do not match

The order has no prescription linked to its products. The patient may have other prescriptions on file (expired, voided, or for a different pharmacy), but none match this order's product. Most often, the drug that was prescribed hasn't been linked to the product in your Drug catalog.

How to diagnose

Start from the order. Review the products, then open the patient's prescriptions and check each drug against what the patient bought.

Step 1: Review the order's products

Open the order and check the Products section. In this example, the product is Semaglutide + B12 (3 Month Program) and the order's pharmacy is Beluga PFX.

Step 2: Check the Prescriptions section

Scroll down to Prescriptions. If it shows No Data, no prescription is linked to the products on this order. Click Fulfill Order to open the patient's prescriptions.

Step 3: Expand each prescription

Click the + button on a prescription to see the drug, DIN, Sig, Mitte, and refills. Go through them one at a time to find out whether any of them is right for this order.

Step 4: Check the drug against the order's product

Click the DIN link on a prescription to open the drug.

The Edit Drug screen shows:

• DIN: the drug's ID in the pharmacy's system.
• Name: the drug and its formulation (e.g. Semaglutide/Glycine 6mg/0.5mg/mL).
• Pharmacy: the pharmacy that supplies this drug.
• Extras: details such as days of supply (daysSupply), titration type (drugTitration), and additives.

Then ask yourself: if the patient received this drug for the product they ordered, would they be satisfied? In this example the patient ordered Semaglutide + B12 (3 Month Program), but the prescription is for Semaglutide/Glycine with a 30-day supply. The additive is wrong and the supply is shorter than the program.

Know your products. Your team needs to understand what you sell. Your product may not specify B12, and a "3 Month Program" might ship as a one-month supply at a time. You own this decision: is this prescription right for this order, or not?

Also confirm Name, Pharmacy, and Extras match the product (for example a 3-month program should align with supply and additives):

• Name: matches the product (e.g. Semaglutide + B12).
• Pharmacy: the same pharmacy as the order (e.g. Beluga PFX).
• Extras: the supply and formulation match the product, e.g. "daysSupply": 90 for a 3-month product and "additives": ["B12"].

Not sure? Don't void, link, or fulfill anything yet. Check with the person on your team who owns your product catalog or clinical protocols. For example, confirm whether a "3 Month Program" ships a 3-month supply at once or one month at a time. The drug's supply must match what the patient expects to receive.

Choose a fix

After you've checked every prescription, choose one path:

• No prescription on file is right for the product (wrong drug, additive, supply, or pharmacy): use Fix path A.
• A prescription is right for the product, but the order still shows No Data (the drug isn't linked to the product yet): use Fix path B.
• The prescriber chose a different drug for this patient only, and it shouldn't be used for other orders of this product: use the One-time exception at the end of Fix path B.

Fix path A: Void the wrong prescription and ask for a correct one

Use this path when the prescriptions on file are not right for the product (wrong drug, additive, supply, or pharmacy). Void the mismatches and ask the prescriber for a prescription that matches.

Void a prescription that doesn't match

Before you void: Voiding invalidates the prescription itself, not just its link to this order. Only void a prescription if it isn't needed for another order.

If the prescription isn't right for the order, click the red Void icon on that prescription and confirm with OK.

Ask the prescriber for a correct prescription

Contact the prescriber network for the order and ask them to write a prescription that closely matches the product. Give them:

• The Visit ID from the order's Order Visit section (hover over it to copy it).
• The product the patient ordered (e.g. Semaglutide + B12 (3 Month Program)).
• The order's pharmacy (e.g. Beluga PFX) and the supply the patient expects (e.g. 90 days).

When the new prescription arrives, check it with Steps 3 and 4 above before you fulfill the order.

Example: right drug, wrong pharmacy

A prescription can be for the right drug and still not match. In this example the prescription is for Semaglutide/B12, which matches the product's additive.

But when you open its DIN, the drug's Pharmacy is pharmacyHub, while the order is assigned to Beluga PFX. The system can't send it to the order's pharmacy, so void this prescription too and ask the prescriber for one written for the correct pharmacy.

Tip: Once you've voided every mismatched prescription, the list shows each as Voided with a timestamp, so it's clear to your team that these have been reviewed.

Fix path B: Link the matching drug to the product

Use this path when the prescribed drug is correct for the product but has not been linked in your Drug catalog. Linking is permanent and applies to every future order and refill of this product.

Open the drug on the prescription

Click the + icon to expand the prescription, then click the DIN (Med ID) link to open the drug.

Link the drug to the product

In the Products field, search by product name or ID, select the product, and click Save Drug.

Important: This link is permanent. It is used for every future order and refill of this product. Whoever makes this change is responsible for what ships because of it, so only link a drug when you are confident it is correct. This check protects your business from, for example, shipping a 1-month supply to a patient expecting 3 months.

Refresh the order

Refresh the page and reopen the order. What you should see: the Prescriptions section now shows Related Prescriptions for Order Products with the matching prescription.

Still shows No Data? Open the drug again (DIN link) and check that the correct product is listed in Products and that you clicked Save Drug. Also check that the drug's Pharmacy is the same as the order's pharmacy. If it is, see Still stuck? below.

Fulfill the order

You have two options:

• Re-trigger Awaiting Fulfillment (recommended): set the order's status to Awaiting Fulfillment again, even if it already shows Awaiting Fulfillment. The system re-validates the related prescription and, if it still matches, fulfills the order and sends it to shipment automatically.
• Fulfill manually: click the Fulfill Order icon in the prescription's Actions column. Use this if the order is still in Awaiting Fulfillment after you re-trigger it.

Note: Re-triggering re-runs the fulfillment step. If the prescription matches, the order moves to Awaiting Shipment and is sent to the assigned pharmacy (if a pharmacy integration is set up). Only re-trigger once you're sure the linked drug is correct.

Caution: Manual fulfillment skips the system's product and pharmacy checks. Before you click Fulfill Order, confirm that the drug's Pharmacy matches the order's pharmacy, and that the drug and dose are what the prescriber intended for this patient.

What you should see: the order moves to Awaiting Shipment.

One-time exception

Caution: Manual fulfillment skips the system's product and pharmacy checks. Before you click Fulfill Order, confirm that the drug's Pharmacy matches the order's pharmacy, and that the drug and dose are what the prescriber intended for this patient.

To fulfill a single order without linking the drug (for example, the doctor prescribed a different drug for this patient only), click Fulfill Order on that prescription even though it isn't related. Enter the quantity the doctor prescribed in Dispense (e.g. 1) and click Save & Close.

Confirm Mark order as awaiting shipment by clicking Yes. The order moves to Awaiting Shipment.

Note: A one-time exception skips the product-match check and only applies to this order. Future orders and refills for the product will still stop in Awaiting Fulfillment until the drug is linked (Fix path B).

Still stuck?

If the order is still in Awaiting Fulfillment after you've followed the right fix path, contact CarePortals support. Include:

• Order number and organization
• The product on the order and the order's pharmacy
• The prescription's drug name and DIN
• What you've already tried (voided, linked, re-triggered, or fulfilled manually)
• Screenshots of the order's Prescriptions section and the drug's Edit Drug screen

Before you send screenshots, crop or blur any patient details (such as name, date of birth, and contact information).

Related

• How to Fulfill a Prescription for an Order