NS - Knowledgebase

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 is set to something that is not one of the supplied values. Only the values in that list are valid; anything else renders an empty Type on the product form. Correct the setting, then fix the products already imported.

The same product appears twice

Re-importing does not cause this - each Fullscript variant is recorded and a second import updates rather than duplicates. Two entries almost always mean the product existed in your catalogue already and was imported instead of linked. Use Link Existing Products 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.

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.

1. The practice is not on BackOfficePro

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.

2. The quantity is zero

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.

3. It is not due yet

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.

4. The plan ended

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.

5. Nobody was told

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.

Other things that come up

The refill went out with no directions

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.

A pickup patient was charged shipping

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 discount is missing, or looks wrong

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.

An overdue plan only produced one order

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.

Two orders arrived for the same patient on the same night

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.

The product went out of stock

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.

My purchase orders to a supplier stopped

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.