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Processing Orders

Orders are routed to a pharmacy for fulfillment once they are ready to be prepared. For most orders this happens when a doctor signs a prescription. Orders that contain only over-the-counter (OTC) products — items that do not require a prescription — are routed to a pharmacy the same way, without a doctor review step. This page explains how to handle orders from the moment they arrive in your queue through to completion.

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Viewing Incoming Orders

New orders appear in your dashboard and in the Prescriptions section. Each order includes:
  • Patient information — The patient’s name and delivery address.
  • Prescribed medication — The products and quantities requested.
  • Prescription details — The signed prescription associated with the order.
  • Delivery type — Whether the order is for shipping or pharmacy pickup.
Some orders contain only over-the-counter (OTC) products and have no prescription attached — no doctor was involved, and there is no prescription file to review or download. These orders still include patient information, requested products and quantities, and delivery type.

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Order Statuses

Orders move through a series of statuses as you process them. Here is what each status means from your perspective:

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Processing an Order

1

Review the order

Open the order to see the prescribed medication, patient details, and prescription. Verify that you have the required products in stock.
2

Accept the order

Once you have confirmed stock availability, accept the order. This moves the order to “in-progress” and lets the system know you are working on it.
3

Prepare the medication

Pick the products from your inventory, verify them against the prescription, and pack them for shipping or pickup.
4

Complete the order

Once the order is packed and ready, update the status. If shipping, select the carrier, add the tracking link in the completion dialog, review the shipment details in the order, and hand the package to your carrier. If pickup, have the order ready at the counter.

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Handling Cancelled Orders

Orders can be cancelled at various stages. If an order is cancelled:
  • Before you start processing — Simply acknowledge the cancellation. No further action is needed.
  • While you are preparing it — Stop processing, return any picked items to stock, and update the order status.
  • After shipping — Contact the support team for guidance on handling returns.
Always check the order status before shipping. An order may have been cancelled between the time you started preparing it and the time you are ready to ship.

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Payment Status

Each order displays a payment status badge in the prescriptions table and in the order detail view:
  • Prepaid — The patient paid during checkout before the order reached the pharmacy.
  • Payment pending — No payment has been recorded for the pharmacy order yet.
  • Partially paid — One or more manual payments have been recorded, but the total does not yet cover the order amount.
  • Payment confirmed — Recorded payments cover the order amount.
For orders that are paid at the pharmacy, record each manual payment in the order’s payment section. The payment ledger shows manual payments and routed payment entries, including references, notes, and voided entries. If a manual payment was entered incorrectly, void the payment with a reason and add a corrected payment instead of editing the original row.
Over-the-counter (OTC) orders — orders with no prescription attached — were paid for by the patient during checkout, so no separate payment collection is needed. Because the payment badge is driven by prescription type, an OTC-only order currently displays as Unpaid (yellow); treat that badge as informational only for OTC orders and do not withhold or request payment based on it.

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Downloading Prescriptions

You can download prescription PDFs directly from the prescriptions table.

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Single Download

Click the download icon next to any order to download that order’s prescription as a PDF file.

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Bulk Download

To download multiple prescriptions at once:
1

Select orders

Use the checkboxes in the prescriptions table to select the orders you want to download. You can use the checkbox in the header row to select all orders on the current page.
2

Download

Click the “Download selected” button that appears in the toolbar. This downloads all selected prescriptions as a single ZIP file containing individual PDFs.
You can select up to 100 orders per bulk download. The ZIP file contains one PDF per order, named with the order’s unique identifier.

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Including the Shop Order Number in the Filename

By default, downloaded prescription files are named with the order’s identifier. If your pharmacy has the shop order name enabled, you can optionally include the shop order number in the downloaded filename. Turn this on under Settings — once enabled, single and bulk prescription downloads are named like prescription-<shop-order-number>-<order-reference>.pdf. This only changes the filename; the prescription PDF itself is never modified.
This option appears in Settings only when the shop order name is enabled for your pharmacy. If you do not see it, contact your RxScale administrator to enable the shop order name first.

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Tips for Efficient Order Processing

  • Process orders promptly. Quick turnaround improves patient satisfaction and keeps the workflow moving.
  • Keep statuses up to date. Accurate status tracking helps patients and the RxScale team know exactly where each order stands.
  • Check stock before accepting. Verify that you have the required products before accepting an order to avoid delays.
  • Set up notifications. Configure your notification preferences in Settings so you are alerted when new orders arrive.