Every request on the Service Requests list has a status. It tells you where the request is and whether you need to do anything.
Every status¶
| Status | What it means | What happens next |
|---|---|---|
| Draft | The request was started but hasn't been sent to the patient. | Nothing until it's sent. |
| Awaiting payment | The patient has the payment link but hasn't paid. | Docnote sends reminders. You can resend the link or take payment in the office. |
| Paid | The patient has paid. Any attached documents are released to them. | Nothing more to do for a standard request. |
| Awaiting document | The patient has paid for a document order. | You upload the document and complete the order. |
| Complete | You uploaded the document and the patient can download it. | Nothing more to do. |
| Sending to pharmacy | The patient paid for a prescription renewal and Docnote is faxing it. | It changes to Delivered or Delivery failed. |
| Delivered | The pharmacy received the prescription fax. | Nothing more to do. |
| Delivery failed | The fax didn't go through. | Fix the fax number and send it again. See How do I retry a failed fax delivery? |
| Cancelled | Someone at your practice cancelled the request before payment. | Nothing. No payment is collected. |
| Expired | The patient didn't pay within 30 days. | Nothing. To bill again, send a new request. |
| Refunded | Your practice refunded the payment. | Nothing. The patient can no longer open the documents. |
Find requests that need you¶
- At the top of the list, click Awaiting payment or Awaiting document to see only those requests. All shows everything.
- Click Filter to narrow the list by status, request type, service category, created date or patient notification.
- Use the search box to find a request by patient, request number or invoice number.
Couldn't reach patient¶
A request with a Couldn’t reach patient flag has an email that couldn't be delivered. The patient may never have seen the link. See My patient says they never got the email.
See the full history¶
Open a request and look at Activity. It lists everything that happened, newest first: when the payment request was sent and delivered, reminders, payment, downloads, and status changes.