Managing orders: approve, ship, track

Track, update, and fulfill patient orders — statuses, tracking numbers, and what happens automatically.

Every purchase a patient makes shows up under Orders. This is where your team tracks what's been paid for, updates progress, and adds tracking numbers. Front-desk (staff) logins can see and manage orders too.

The orders list

The list shows one row per order with Order number, Customer, Status, Payment, Date, and Total. To find something:

• Search by order number.
• Filter by status — All statuses, Pending, Confirmed, Processing, Shipped, Delivered, Cancelled.

Click any order to open its detail page.

Updating an order's status

As you work an order, keep its status current so patients (and your automations) stay informed. On the order page, use the Update status card: pick the new status, optionally add a Note, and click Update status.

A typical order moves:

Pending → Confirmed → Shipped → Delivered

…or Cancelled if it won't be fulfilled. Every change is saved to the order's Status history with your note and a timestamp, so there's always a record of who moved it and when.

Adding tracking

For shipped orders, use the Fulfillment & tracking card:

1. Enter the Tracking number.
2. Choose the Pharmacy that filled it (set your pharmacies up in Settings).
3. Optionally record the shipping Cost.
4. Click Save tracking. Need to split a shipment? Add parcel for a second tracking row.

Payment status

The Payment badge tells you where the money is: paid, pending, failed, refunded, or free (e.g. a 100%-off order). Payments settle to your own Stripe account — see Get paid: connecting Stripe.

Refunds are done from your Stripe dashboard (Integrations → Stripe → Open Stripe dashboard), then set the order to reflect it.

What happens automatically

• Marking an order Delivered sets up the patient's treatment for medications — it starts their plan and schedules their injections, so their app knows what's next.
• If HighLevel is connected, status changes fire your workflows (for example, a delivered order can mark an opportunity Won, a cancelled one Lost), so your CRM automations run without extra clicks.

If something looks off

• A patient says they paid but the order shows Pending payment. Check the payment in your Stripe dashboard; card captures occasionally lag a moment.
• Wrong item or dose. Cancel the order and have the patient reorder, or contact support@hlpatientportal.com if it's already been dispensed.