Questions About Auto-Orders

When exactly do auto-orders run?

Once a day, late in the evening Pacific time. Not hourly, and not when you save a plan. Orders set up during the day appear the following morning.

Do I need BackOfficePro?

Yes. Plans can be recorded without it, but nothing generates from them. It is part of your subscription rather than a setting you can switch on.

What is the difference between the two discount settings?

Subscribe and Save First Autoorder Discount is a welcome offer shown to patients in the portal when they start a subscription themselves. Subscribe and Save Subsequent Autoorder Discount is applied to every refill thereafter.

Does a patient get the welcome discount if we set the plan up for them?

No. The first-order discount is a portal offer. A plan set up in OfficePro on the patient's behalf is charged at the ongoing rate from the start. Worth knowing before a patient who saw the offer online asks about it.

Where does the discount show up?

As a discount on the order line. It is not an account credit, and there is no separate credit entry. If it looks missing, do not add a credit to compensate - see the troubleshooting article.

Can different patients have different discounts?

Yes. A plan can carry its own percentage, which is used instead of the practice default. Left unset, the practice default applies.

How do I pause a subscription for a month?

Move the plan's Next: date forward. The plan stays intact and simply resumes on that date. Setting Interval: to None stops it altogether.

If I cancel an order that was generated, does the plan stop?

No. Cancelling the order does not change the plan, and the next cycle will come round as scheduled. To skip a cycle, move the Next: date; to stop the plan, change the interval or set an end date.

A plan has been due for months. Will we be billed for all of them?

No. An overdue plan produces one order and its next date moves to the next future cycle.

Why did one patient get two orders in one night?

Because they had both pickup and shipped refills due. Each order is created for a single delivery method so the header matches what is in it.

Is shipping charged on refills?

Yes, on refills whose method is shipping, at your standard or premium rate. Pickup refills are not charged shipping.

Which dosing appears on a refill?

The dosing recorded on the plan. Not the product default, and not the last dispense. If the plan has none, the line goes out with none - change the plan, not the order.

Does a refill create a visit or an encounter?

It creates a patient order, waiting as Pending in the same queue as any other. From there it is picked, packed and completed exactly like an order taken at the desk.

Are patients notified?

This job does not text or email patients. The only notification is the internal summary to your Order Message User. If you want patients told, tell them when the plan is set up and when the order is completed.

Can a patient cancel their own subscription?

Ask them to contact you rather than assuming they can do it themselves. Staff can always stop a plan from Patient Auto Orders.

How do I see what our subscriptions are worth?

The Subscription Health report under Products shows active auto-orders, estimated monthly recurring revenue, and which plans are about to lapse.

What is the auto-order on a vendor record?

A completely separate feature that raises purchase orders to a supplier on a cycle. It restocks your shelves and never bills a patient.