Orders
Every patient purchase in your network on one table: how to name the blocker holding an order, what each status means, and what a network role may and may not change.
Orders is every patient purchase across your network on one table — the page you open when someone asks "what is holding this up?"
Questions people ask about this page
How do I tell what is actually blocking an order?
Read the status, then match it to the blocker table below. Every order is stuck on exactly one of six things: payment, forms, labs, clinical review, prescription, or fulfilment. Fix the earliest unmet one; do not set a later status to make the row look healthier.
Why does one purchase show up as several orders?
Because a lab, a visit and a product are separate orders even when the patient paid once. The Type column tells them apart: Product, Package, Lab, Visit, Bundle, Form Request.
An order says "Pending" and nothing is wrong. What does that mean?
Two different situations print as Pending. One is a plain new order with nothing done yet. The other is a lab order held because the billing tenant owes GEN Health a processing fee — that one is filtered as Pending (Processing) and announced by an amber banner reading "N orders on hold — a $X processing fee is due".
A provider denied the order. Is the patient refunded?
No. Denied is a clinical decision and nothing refunds automatically. Cancelling an order does not refund it either. A refund is a separate action taken by whoever holds the payment relationship.
What is the difference between Denied and Deferred?
Denied is a final no. Deferred means the provider needs more information or a live visit before deciding — the patient can still move it forward by answering or booking.
Should I change an order's status by hand?
Rarely. Provider-network roles can set almost any status through the popover, and every change is logged for audit. Use it to correct a record that reality has overtaken — never to hide an earlier blocker, and never to fake a clinical decision.
Why does the patient see something different from me?
Patients get a simplified vocabulary and every failure is hidden from them. Pharmacy Order Failed and Error both read as Processing to the patient, Delivered reads as Shipped, and Purchase Complete reads as Paid.
Where to find it
Left menu → Orders. Direct link: /orders. Visible to Provider Network Admin, Provider and Provider Delegate — the same table for all three, scoped to your network. Subtitle: View and manage orders across your provider network. This guide is written for the Provider Network Admin; a Provider uses the page to diagnose, not to act — there is nothing here they need to change.
What is on this page
| What you see | What it does |
|---|---|
| Total Orders / Total amount received / Amount Approved | Three counters. Total amount received is sub-labelled Excludes unpaid. |
Card heading Orders with an N of M counter | How many rows the current filters leave. |
Search Search orders by ID, patient, product, or client... | The fastest route to one order. |
| All types | Product, Package, Lab, Visit. |
| All patients, All clients, All medications, All pharmacies | Multi-select, searchable. |
| Amount and Tracking | Value buckets and shipping state. |
| All statuses | Unpaid, Pending (Processing), Pending Review, Under Review, Approved, Purchase Complete, Denied, Deferred, Refunded, Partially Refunded, Voided. |
| Order date | Date range. |
| Clear all | Appears once any filter is on. |
| Columns | Date, Name, Product, Type, Client Name, Amount, Status. The Product cell carries a Pharmacy: {name} chip; an unknown patient reads Unknown Patient. |
| Status cell | Not just a badge — it is a menu. Its accessible name is Change order status. Current status {label}. |
| Row click | Opens Order Details. There is no Actions column on this table — the row itself is the link. Right-clicking a row offers View order. |
There are no tabs. This page is one table with infinite scroll (Loading more orders...) and an empty state of No orders found.
Read an order by its blocker
| Blocker | Statuses that show it | Who unblocks it |
|---|---|---|
| Payment | Pending Payment, Pay for product, Pending | The patient. Client billing staff can send a reminder. |
| Forms | Pending Forms | The patient completes the required intake or consent. |
| Labs | Pending Labs, Awaiting Lab Purchase, Sent to Lab, Awaiting Lab Review, Results Awaiting Review | The patient, the lab, or a Client Admin releasing a held lab order. |
| Clinical review | Pending Review, Under Review | A provider, from ASYNC Visits. |
| Prescription | Approved with nothing sent, Pharmacy Order Failed | A provider or a permitted delegate, from Prescriptions. |
| Fulfilment | Sent to Pharmacy, Processing, Shipped, Delivered | The pharmacy or carrier. You follow up. |
How to chase one order
Open the page
In the left menu, click Orders.
Find the exact record
Paste the order ID into Search orders by ID, patient, product, or client.... Confirm the patient, client, product and amount before you act on anything.
Open Order Details
Click the row. The dialog is titled Order Details — Summary, details, and history for this order.
Read the Summary card
Order date, Order status, Payment status, Promo code, Client, Provider network, Provider, Pharmacy, Fulfillment, Last updated, Payment instructions. Order status and payment status are separate fields and they are allowed to disagree.
Read the Details card
Billing and Shipping addresses, the product table (Product, Owner, Line total), Messages from your provider, and a Prescriptions section with Quantity, Pharmacy, Instructions, Carrier and Tracking #.
Read the History card
Normalized lifecycle milestones. The timeline shows every event, including Assessment paid, Email sent: {subject} and SMS sent to patient. Clicking an email row opens Email Preview.
Name the blocker, then act on the right page
Clinical review goes to ASYNC Visits; prescriptions to Prescriptions; payment and refunds to the client's billing staff. Almost nothing is fixed on this page.
Correct the record only if it is wrong
Update status in the Summary card, or the status cell in the table. The dialog warns: Manually set the order status. This action is logged for audit purposes. Toast: Order status updated.
Changing a status does not do the thing the status describes. Setting an order to Sent to Pharmacy does not send anything, and setting it to Approved is not a clinical decision. Clinical outcomes are recorded only in the charting workspace.
Statuses you will see here
| Status | What it means | What to do |
|---|---|---|
| Pending | The order exists and nothing has happened yet. | Wait, or check the payment side. |
| Pending Payment | The patient has not paid. | Client staff send a payment reminder. |
| Pending (Processing) | The patient paid, but the billing tenant owes GEN Health a lab processing fee, so the lab order is held. | The billing tenant pays the fee from the banner. |
| Pending Forms | Paid, required forms unfinished. | The patient completes them. |
| Pending Review | Waiting for a provider to pick it up. | A provider claims it from ASYNC Visits → To Do. |
| Under Review | A provider has the chart open. | Nothing. |
| Approved | The provider approved. | Prescription dispatch, or the patient pays for the product on an assessment-first order. |
| Denied | The provider declined. Terminal. | Nothing. No automatic refund. |
| Deferred | The provider wants more information or a live visit. | The patient answers or books. |
| Awaiting Lab Review | A lab order is held because the client turned on lab-order review. | A Client Admin releases or cancels it. Other status edits on that order are refused. |
| Sent to Lab / Results Received | The lab has it / results are back. | Wait, then a provider reviews. |
| Sent to Pharmacy / Processing | Transmitted / being filled. | Wait for tracking. |
| Shipped / Delivered | On its way / arrived. | Track. Note the patient sees Delivered as Shipped. |
| Pharmacy Order Failed | The pharmacy rejected it or never received it. | Open the prescription, read the tooltip, fix and resubmit. |
| Error | A generic failure. | Contact support with the order ID. |
| Purchase Complete | The money settled and the order's job is done. | Nothing. Patients see this as Paid. |
| Refunded / Partially Refunded / Voided | Money returned in full or in part; or the authorisation was cancelled before capture. | Nothing. |
The status popover groups these under Payment, Review, Prescription, Delivery and Other, plus a Custom group for labels the client invented. A custom status is a sticker: no logic ever reads it.
What can go wrong
| What you see | Why | Fix |
|---|---|---|
No orders found | A filter is on, or nothing matches. | Click Clear all, then search the order ID. |
| An amber banner about a processing fee | Lab orders are held for an unpaid platform fee. | The billing tenant pays from the banner. Nothing else releases them. |
| A status change is rejected | The order is in Awaiting Lab Review, which refuses every other status edit. | A Client Admin must release or cancel the lab order first. |
| The row looks paid but says Pending Payment | Two fields disagreeing after a race. | Trust the payment status. A captured payment always wins. |
| You cannot find the refund button | Refunds sit with whoever owns the payment relationship, which is usually the client. | Ask the client's billing staff. |
| You cannot see a colleague's order | Orders are scoped to your provider network. | Nothing. Cross-network orders are not visible here by design. |
| The patient says their order "just says processing" | Patients never see failure states. | Open the row. The real status and its cause are on your side only. |
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