Pharmacy Delays or Integration Errors

This guide helps you troubleshoot and resolve issues when a prescribed order has not been fulfilled or shipped by the pharmacy. Following these steps will help you identify the root cause and get the order back on track.

How to Identify the Issue

An order has a fulfillment issue if you see the following combination of indicators. Each one provides a clue that the automated process is not moving forward.

  • The order status is Awaiting Shipment: This status indicates the order has been prescribed and is ready for the pharmacy to process. If it remains in this state for too long, it suggests a problem with the pharmacy integration.

  • The LifeFileID (or similar pharmacy ID) is blank or missing: This is the most definitive indicator. This ID is the confirmation number from the pharmacy's software (e.g., LifeFile, Pharmetika, and DispensePro). If this field is blank, it confirms the pharmacy never received the order.

Common Causes and Solutions

The following section outlines the most frequent reasons for fulfillment delays. Each cause includes diagnostic steps and a possible solution. They are:

  1. The Order Was Not Sent to the Pharmacy

  2. The Order Was Sent, but the Pharmacy Has Delays

  3. Possible Integration Issue

1. The Order Was Not Sent to the Pharmacy

This is the most common reason for a missing pharmacy ID and fulfillment delay.

  • Diagnosis: In the order details, check the top-right corner to see if a pharmacy has been assigned. If the field is blank, the system doesn't know where to send the order. If a pharmacy is assigned but there's no ID, a temporary integration issue may have occurred.

  • Solution:

    1. If no pharmacy is assigned, select the correct one for the order.

    2. To manually re-trigger the workflow, change the order status to Pending. You will see here a success notification.

    3. Change the status back to Awaiting Shipment. This action restarts the pharmacy integration workflow.

    4. Close and reopen the order details. A LifeFileID should appear within a few seconds if the transmission is successful.

2. The Order Was Sent, but the Pharmacy Has Delays

This applies if a LifeFileID is present but the order has not been shipped.

  • Diagnosis: You should check for the presence of a LifeFileID. This id confirms the pharmacy received the order. The delay is on the pharmacy's end.

  • Solution: You may contact the pharmacy directly. It may be necessary to provide them with the LifeFileID as a reference to help them locate the order in their system. Here, you can ask about the shipment status.

3. Possible Integration Issue

If a pharmacy is assigned and manually re-triggering the workflow does not generate a pharmacy ID, it may be due to a technical error or connectivity issues.

  • Diagnosis: This diagnosis is appropriate after you have confirmed a pharmacy is assigned and a manual retry of the workflow has failed.

  • Solution:

    1. Check previous support tickets for similar issues.

    2. If it appears to be a new problem, submit a support ticket including the Order ID, Patient Name, and a description of the steps you have already taken.

    3. If it’s urgent, please use your dedicated Slack channel for the quickest response.