When a prescription fax to the pharmacy doesn't go through, the request's status changes to Delivery failed. Check the fax number and send it again. The patient isn't charged again. This takes about a minute.

Find out why it failed

1. In the sidebar, click Service Requests and open the request.

2. The notice at the top reads Delivery failed on attempt … with the reason, for example The pharmacy’s fax line was busy. or That number isn’t a working fax line.

The notice also tells you whether to resend as is or check the number first.

Send the fax again

1. In Actions, click Edit & retry fax.
2. In Retry fax to pharmacy, check the Pharmacy name, Pharmacy address and Fax number. Correct the number, or enter a different pharmacy.

3. Click Re-send fax.

You see Retrying delivery — the fax is being re-sent to the pharmacy. The status changes to Sending to pharmacy, then Delivered once the pharmacy receives it.

A person answered?

If the reason says a person answered, the number is a phone line, not a fax. Call the pharmacy for their fax number.

Change the pharmacy before it sends

On a renewal that hasn't been faxed yet, you can correct the pharmacy before anything is sent:

1. Open the request and click Update recipient in Actions.
2. Correct the details and click Save recipient. Nothing is sent yet. You see Recipient updated.

If the prescription can't be delivered

If the patient no longer wants the renewal sent, refund the payment instead. See How do I refund a payment?