When a clinician decides not to prescribe (which may be for your client's safety), the client is refunded for the medication cost and the clinician explains directly through the portal. If alternatives exist, the clinician suggests them.
What to do:
Don't promise a different outcome with another product without checking with the clinical team first.
Support your client emotionally as they may be disappointed.
Encourage them to message the clinician through their portal with follow-up questions.
If the client wants to explore a different product that might be appropriate, they can submit a new intake.