How to send shipment tracking to patients

Step-by-Step Instructions

Method 1: Send Tracking from the Order Log

1. Click Orders in the left-hand sidebar.
2. Open the Order Log.
3. If you do not see the order, change the status filter at the top from Open Orders to All.
4. Locate the order you want to review.
5. Click the arrow (⌄) to the left of the order number to expand the order details.
6. In the expanded view, locate the tracking note indicating tracking information has been received from the supplier.
7. Click View Details to review the tracking information.
8. Click Send Tracking to notify the patient.

The tracking information will be sent to the patient using their preferred communication method (text or email).

Confirm Tracking Has Been Sent

• After sending, the Send Tracking button will no longer be clickable.
• This confirms that the tracking notification has already been delivered to the patient.

Method 2: Send Tracking from the Purchase Order

This method is commonly used for Ship to Office orders.

1. From the Order Log, locate the order.
2. Click the associated Purchase Order number to open it.
3. Review the Purchase Order details.

If multiple orders were submitted to the same supplier on the same day, they may be grouped (batched) under one Purchase Order.

1. Carefully review which patient orders are attached.
2. Click Send Shipment Tracking Information to Patient if appropriate.

Confirm Tracking Was Sent

1. Click the arrow (⌄) again to expand the Purchase Order.
2. Verify that tracking has already been sent.

Once confirmed, the tracking notification has been successfully delivered to the patient.

Important Notes

• Ship to Patient orders are not batched with others. You can safely send tracking from the individual order.
• Ship to Office orders may be batched together on a single Purchase Order.
• A Purchase Order may contain multiple patient orders, but the shipment may not include all of them.
• When sending tracking from a Purchase Order, the notification applies to the orders attached to that Purchase Order. Review carefully before sending.
• If tracking is not visible, it means the supplier has not yet provided it.

When to Contact Support

• If tracking appears incorrect.
• If the Send Tracking button is disabled but the patient did not receive a notification.
• If a shipment appears incomplete or mismatched.

If the issue persists or the order has already been sent to the supplier, please submit a support ticket so our team can investigate further.