What can cause delays
Delays happen when:
The medical intake hasn't been fully completed
Incomplete or incorrect information was submitted during the questionnaire
A client hasn't checked the Messages in their client account and they have a pending item from the clinical team
The pharmacy has a question for the prescriber or the client
A nationwide medication shortage is affecting supply
The carrier experiences a shipping delay
How it's handled
Our team monitors orders for delays and reaches out to the client directly through the messaging system in their client account. That's the fastest, most direct way to resolve an issue, so the client's messages are always the first place to look. The clients also receive an email notification when they receive a message through the portal.
Your role as a partner
You don't need to manage this process, but it helps if you:
Know the typical timeline, so you can set expectations upfront
Recognize when something might be delayed
Remind your clients to check their account messages regularly, since that's where important updates and next steps appear
If a client comes to you about a delayed order, the best thing you can do is point them to message the support team through the portal. We'll take it from there and get them moving again.