Knowledgebase Article
Category: Troubleshooting | Module: ProductPro | Created: 9/6/2026 | Last Updated: 9/6/2026
Work down this list in order. The first three causes account for nearly everything, and all three look identical on screen - a plan that appears perfectly configured.
The nightly job only runs for practices subscribed to BackOfficePro. Without it, plans can be created and edited exactly as normal and nothing ever generates from them. There is no warning and no error.
If no auto-order has ever generated for anyone, start here rather than examining the plan. Contact support to confirm.
A plan needs both an Interval: and a Qty: greater than zero. A plan with an interval and no quantity is skipped silently, and on screen it is indistinguishable from a working one.
Check Quantity on the By Patient view. A blank or zero there is your answer.
The job runs once a day, late in the evening Pacific time, and looks a few days ahead. An order will not appear the moment you save a plan, and it will not appear during the working day. Set a plan up on Tuesday afternoon and check on Wednesday morning.
Check the Next date on the By Date view. If it is in the future, nothing is wrong.
An End: date in the past stops the plan. So does an Interval: that has been set back to None - which is easy to do by accident while editing something else on the same screen.
Refill limits stop it too. A product set to Constrict Refills ( with none remaining, or Blocked - No refills, will not refill however the plan is configured.
Sometimes the order did generate and nobody saw it. The summary message after each run goes to the Order Message User in ProductPro settings; if that is still on -- Select User -- it goes to no one in particular.
Before concluding an order is missing, look in your patient orders queue for a Pending order dated overnight.
Directions come from the plan, and only from the plan. A plan saved without dosing produces a line with nothing on it - the product default is deliberately not substituted, because a guessed dose is worse than an obvious blank.
Fix the dosing on the plan itself, not on the order. Correcting the order sends this month out right and next month out wrong again.
Delivery comes from the plan's Method:, not from the patient's usual preference. Check the Method column on the By Patient view and correct the plan, or every cycle repeats the charge.
The ongoing Subscribe & Save discount appears as a discount on the order line. It is not a credit on the account, and there will not be a separate credit entry to find.
Do not add an account credit to make up for it. The system used to apply the discount twice - once on the line and again as a credit - and that was corrected. Adding a credit by hand recreates the old fault one patient at a time, and it will not be obvious later that it was done manually.
Also worth knowing: the welcome discount is a portal-only offer on a patient's first Subscribe & Save. Refills are discounted at the ongoing percentage, which is normally lower. A refill that costs more than the first order is working as intended.
That is deliberate. A plan that has been due for months generates a single order and its next date jumps to the next future cycle. There is no catch-up run, and you will not be billed for the months in between.
Also expected, if that patient has both pickup and shipped plans due. Refills are grouped by delivery method so each order's header matches its contents. One order cannot be half collected and half posted.
Orders are created whether or not you have stock. The On Hand and On Order columns on Patient Auto Orders exist so you can see this coming - check the By Date view weekly rather than finding out while packing.
Different feature. Vendor auto-orders are configured on the vendor's contact record under Auto Order and raise a purchase order to your supplier. Nothing on the patient side affects them.