Order & Rx Status Guide
This guide explains the different status indicators you'll see when tracking your orders in our web app.
Below, you'll find tables on Photon's Order vs. Prescription (Rx) status definitions if the prescription is being filled via:
- Local retail pharmacy (e.g. Walgreens, CVS)
- Non-integrated mail-order pharmacy / courier delivery (e.g. Amazon Pharmacy)
- Integrated partner pharmacy (e.g. Truepill, Gogomeds)
Order Status
Local Pick Up or Non-Integrated Mail-Order
After a prescriber sends the prescription to the patient, you can usually expect the order to change status in the following sequence:
Routing → Pending → Placed → Sent → Received → Ready
Statuses in bold are unique to local pickup orders. In cases where the pharmacy is selected by the provider, these will skip the Routing status and start in Pending.
Prescribers can see this status on the Orders Page, Order Page, and Patient Page
| Status | Definition |
|---|---|
| Routing | Order is waiting on a pharmacy selection by the patient (skipped if a pharmacy is chosen by the provider). Patient will receive a text to select a pharmacy. |
| Pending | Order created but hasn’t been sent to the pharmacy yet. If an order if stuck in "pending," it is possible that Photon is helping resolve an issue. Contact [email protected] if needed. |
| Placed | Order successfully sent to the pharmacy. |
| Sent | Order successfully sent to the pharmacy. |
| Received | Photon confirmed the pharmacy received the order. |
| Ready | Order is ready for pickup. This only appears if the pharmacy provided a ready by time. |
| Canceled | Order was canceled by the provider. |
| Error | Please reach out to [email protected] if you see this. |
Note: Patients have the option to reroute their prescription between local pharmacies which will impact the status providers see. When this happens, you can expect the order status to transition from Placed → Pending when it is sent to the new pharmacy.
Partner Mail Order Status
After a prescriber sends the prescription to a mail order partner, you can usually expect the order to change status in the following sequence:
Pending → Placed → Sent → Filling → Shipped → Delivered→ Completed
Statuses in bold are unique to partner mail orders.
Prescribers can see this status on the Orders Page, Order Page, and Patient Page
| Status | Definition |
|---|---|
| Filling | The pharmacy is preparing the order. |
| Shipped | The order has been shipped and is on its way to the patient. |
| Delivered | The order has been delivered to the patient. |
| Canceled | Order was canceled by the provider. Canceling is only supported for Carepoint and Curexa at this time. |
| Error | Please reach out to [email protected] if you see this. |
Prescription (Rx) Status
We know sometimes prescribers get worried seeing a "depleted" Rx status - but that actually means things are flowing as expected.
Prescribers can see this status on the Prescriptions Page , Patient Page
| Status | Definition |
|---|---|
| Active | Prescription has been created but has not been sent to a pharmacy (yet). |
| Depleted | Prescription has been sent to the pharmacy. When routing to a local pick up pharmacy, prescriptions will always move to a Depleted state. |
| Expired | Prescription is expired, 1 year after the date written. |
| Canceled | Prescription is canceled. This will only appear if the prescription was cancelled before it was sent to the pharmacy. If it was sent to a pharmacy, you’ll see “Depleted.” |
The URLs of the different pages referenced in the tables are below:
- Orders Page: https://app.photon.health/orders
- Prescriptions Page: https://app.photon.health/prescriptions
- Order Page: https://app.photon.health/orders/ID
- Patient Page: https://app.photon.health/patients/ID
Updated 22 days ago