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Read an order timeline, identify who owns the next step, and respond safely when activity stops moving.
Read more than the status label
An order can include website, intake, payment, clinical, prescription, communication, and fulfillment events. The top-level label summarizes the journey, while the timeline and timestamps show what actually happened.
Status wording can vary by account and connected workflow. Always use the most recent confirmed event, not color alone, to decide what needs attention.
- 01
Open the order timeline
Find the last confirmed event and note its timestamp and source.
- 02
Identify the active stage
Determine whether the journey is waiting on intake, payment, clinical review, prescription activity, communication, or fulfillment.
- 03
Identify the next owner
Decide whether the next permitted action belongs to the patient, your operations team, ScalerMD support, or an authorized clinical, payment, or fulfillment operator.
- 04
Confirm movement after action
After resolving or escalating the issue, verify that a new event or status appears. An escalation by itself is not a resolution.
Common status families
- New or started: the journey exists but may not contain every required step.
- Incomplete or waiting on patient: intake, consent, identification, or another patient action has not been submitted.
- Pending or in review: the required information has moved forward and is awaiting an authorized review or system event.
- Action required: an operator should open the record and review the latest event or error before proceeding.
- Approved or ready for processing: the responsible stage has completed successfully; this does not mean every later stage is complete.
- In fulfillment: routing or shipment work is underway where applicable.
- Completed: the configured workflow has reached its terminal success state. Verify shipment or delivery separately when those events are available.
- Cancelled, declined, or failed: the journey stopped without successful completion. Read the timeline before deciding whether it can be retried.
When an order appears stalled
- Compare the last event time with the normal response window defined by your operating procedure.
- Check for a patient action, visible error, missing mapping, expired credential, or delayed synchronization event.
- Avoid resubmitting the same live order unless the approved recovery process specifically requires it.
- Use a non-sensitive record identifier and timestamps when escalating through the secure support route.
- Document the resolution so repeated exceptions can be recognized and prevented.
Need more help?
Review the safe support options before sharing account context. Keep patient information and credentials out of ordinary email.
Related guides
Manage patient intake and questionnaires
Understand intake states, help a patient resume safely, and resolve common questionnaire issues without creating duplicates.
Read guideMonitor and manage orders
Use the ScalerMD workspace to find orders, understand available statuses, and investigate exceptions.
Read guideWork with patient records and messages
Understand the patient workspace, communication boundaries, and safe support practices.
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