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In this guide
Use the ScalerMD workspace to find orders, understand available statuses, and investigate exceptions.
What an order represents
An order is the operational record connecting a patient’s purchase to the configured payment, clinical, prescription, and fulfillment activity. The information available in ScalerMD depends on the systems connected to that journey.
Recommended daily review
- 01
Review new and pending orders
Look for records that have not moved as expected or that show an action-required state.
- 02
Open the order detail
Confirm the product, patient association, payment state, and available downstream events.
- 03
Identify the owner of the next action
Determine whether the issue belongs to client operations, ScalerMD, a clinical team, the payment system, or the fulfillment workflow.
- 04
Resolve or escalate securely
Complete the permitted action or send the non-sensitive context and relevant identifier through the approved support channel.
- 05
Verify movement afterward
Do not treat an escalation as resolution. Confirm that the expected status or event appears after the action is completed.
How to interpret statuses
Status names can vary by integration and program. Read the order timeline and supporting details rather than relying on a single label.
- Payment state describes authorization, capture, failure, void, or refund activity where available.
- Clinical state describes progress in the connected clinical workflow; it is not a promise of approval.
- Prescription state describes available prescribing events after clinical review.
- Fulfillment state describes available routing, shipment, delivery, or exception activity.
- Synchronization timestamps help determine whether a record is waiting or whether an update may be delayed.
Actions client operators should not take
Need more help?
Review the safe support options before sharing account context. Keep patient information and credentials out of ordinary email.
Related guides
Understand order statuses and next actions
Read an order timeline, identify who owns the next step, and respond safely when activity stops moving.
Read guideManage patient intake and questionnaires
Understand intake states, help a patient resume safely, and resolve common questionnaire issues without creating duplicates.
Read guideWork with patient records and messages
Understand the patient workspace, communication boundaries, and safe support practices.
Read guide