Fullscript Products or Plans Are Not Appearing

Problem

The Fullscript catalogue returns nothing, a provider cannot create a plan, or imported products look wrong once they arrive.

Background

Fullscript has three separate requirements, and failing any one of them looks much the same from the outside: the practice must be connected, the individual provider must be linked, and the practice must have ProductPro. Working out which is missing is most of the job.

Resolution

1. Check the practice connection. On the Admin page, Fullscript Integration should read Your account is connected to Fullscript. If it offers Integrate Fullscript instead, the practice is not connected and nothing else will work.
2. Check the provider. Under Associate Providers with Fullscript, the provider needs a Fullscript ID. Plans are written by a named prescriber, so a connected practice with an unlinked provider can browse the catalogue and still not create a plan. Use Add to Fullscript.
3. If a provider shows "Assigned under another account", their Fullscript account is already tied to a different dispensary - commonly their own, from a previous practice. OfficePro cannot move it; that has to go through Fullscript.
4. Check the practice has ProductPro. Every Fullscript screen is behind that module. If the menu entries are absent rather than empty, this is usually why.
5. If a search returns nothing, check the Show: filter. It starts on products I don't stock, so anything already in your catalogue is hidden - which is exactly the case when someone searches for a product they know they carry. Switch it to everything, including mine, and check the next page too.

Products imported, but the Type box is blank

Default Product Type in ProductPro settings was set to something that is not one of the supplied values. Only the values in that list are valid; anything else gives imported products a type nothing recognises, and the Type box on the product form renders empty.

Open ProductPro Settings and look under Fullscript Import. A value that is not valid is shown in the Default Product Type list with (not a valid product type) after it, so you can see what is stored. Choose a type from the list, or -- none -- to import without one, and click Save Settings. Then fix the products already imported.

An invalid type is never saved. Leaving it selected and saving the other settings keeps the old value rather than replacing it with a blank, and a value that is not in the list cannot be stored over a good one.

The same product appears twice

Re-importing does not cause this - each Fullscript variant is recorded and a second import of the same one is skipped. Two entries almost always mean the product existed in your catalogue already and was imported instead of linked. Use Link to Fullscript before bulk importing, and make one of the pair inactive rather than deleting it, so the sales history against it survives.

The Duplicate Products report under Reports finds these.

Prices are not what you charge

Imported products arrive at the Fullscript catalogue price. That is the starting point, not a decision about your pricing - review anything where you set your own margin. See Adding and Editing Products.

Everything disappeared after disconnecting

Products already imported stay in your catalogue and are still yours to sell. What stops is the link to Fullscript: they no longer refresh, and new plans cannot be written until the practice reconnects.