If a clinician decides not to prescribe, it's because they've determined it isn't appropriate for that client, which is the system working as it should. The clinician explains the decision directly to the client through the portal and suggests alternatives if any are appropriate. A refund is also processed.
Here's how to support your client:
Don't promise a different product or a different outcome. Whether anything else is appropriate is the clinician's call, not yours.
Be there for the disappointment. A decline can be discouraging, and steady, encouraging support is exactly your role.
Point them back to the clinician. Encourage them to message through the portal with any follow-up questions.
If the client wants to explore a different option, they can submit a new intake for a clinician to review.