There are several scenarios where a practice employee may need to assist a client with their storefront account — to help a client with placing an order, to adjust AutoShip settings, or just to familiarize yourself with what they see.
Users with the Help Client permission in vRxPro® can assist clients with their online store orders and accounts via Assisted Service Mode.
Click here to download the Assisting Clients on the Storefront Quick Start Guide >>
Jump to
Launching Assisted Service Mode
Providing General Assistance (Help Client)
Managing Existing AutoShip Subscriptions (Manage AutoShip)
Launching Assisted Service Mode
Assisted Service Mode allows vRxPro users to access storefront accounts to perform a variety of functions on the client’s behalf. It can be launched via several buttons within vRxPro:
| Location | Opens | Use Case | |
| Help Client | Client Profile page | Overview of the client’s storefront account |
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| Order Rx |
Button will only display on profile if the patient has active or recommended prescriptions. |
Prescriptions tab of the client’s storefront account |
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| Manage AutoShip |
Button will only display on the Order Details page if the client has at least one active AutoShip subscription. |
AutoShip tab of the client’s storefront account |
|
Providing General Assistance (Help Client)
The Help Client button opens the Overview of the client’s storefront account via Assisted Service Mode. This allows you to complete various functions within the client’s storefront account.
- First, select Client List from the left navigation menu.
- Click the client's name to open their profile.
- Click the Help Client button in the upper right corner to open Assisted Service Mode on the storefront.
- This will open the client’s storefront account. From here, you can update the client’s account or patient details, view order status and history, manage AutoShip subscriptions, and place orders on the client’s behalf.
Viewing Order Details on the Storefront
- Click Orders or Order History to view the client’s orders
- Click the order number to expand order details. Here you can view the products purchased, shipping and purchase details, as well as tracking information and the option to print the invoice.
- For more information on tracking orders, click here.
Note: For insurance purposes, clients will need their invoices (or receipts) printed. This has to be done through the Storefront as this version has all of the relevant information needed for insurance claims. Once you have the order details opened, click Print Invoice.
Placing an Order (Order Rx)
The Order Rx button allows you to easily place an order on the client’s behalf. This button is available in two locations.
Products Card
The Order Rx button can be accessed via the Products card on the Patient Profile.
- First, select Client List from the left navigation menu.
- From the Client List, locate the client and patient and click on the Patient’s name to open their profile.
- Click the Order Rx button located at the top of the Products card to open the Prescriptions tab of the client’s online store account via Assisted Service Mode.
Note: The button will only display if the patient has active or recommended prescriptions.
Rx Details
The Order Rx button can also be accessed via the Rx Details page of an active or recommended prescription.
- First, select History, and then Rx History from the left navigation menu.
- Select the prescription that you wish to place an order for on behalf of your client.
- Click the Order Rx button at the top right of the page to open the Prescriptions tab of the client’s online storefront account via Assisted Service Mode.
Placing the Order
Once on the Prescriptions tab in the storefront, you can order the product(s) for the client.
- Locate the item(s) you would like to order and select Add to Cart.
- When all items have been added to the cart, click Proceed to Checkout.
- Verify the Pet Info for each product and click Continue.
- AutoShip helps to ensure compliance and streamline refill management. Enroll applicable items in AutoShip (click here for instructions on how to place an AutoShip order for a future date).
- Click Continue to Shipping to proceed.
- Select the client’s address and Shipping Method. Click Continue to Payment. For more details on Shipping Methods and fees, please visit the Shipping Policy page on your storefront.
- Select the appropriate payment method and click Continue to Review Order.
- Confirm order details with the client and click Place Order.
Managing Existing AutoShip Subscriptions (Manage AutoShip)
The Manage AutoShip button allows you to manage a client’s existing AutoShip subscription(s). This button is available in two locations.
Orders Card
The Manage AutoShip button can be accessed via the Orders card on the Client’s Profile.
- First, select Client List from the left navigation menu.
- From the Client List, locate the client and click on the Client’s name to open their profile.
- The Manage Orders button will be displayed at the top of the Orders card. Click the button to open the AutoShip tab of the client’s online store account via Assisted Service Mode.
Order Details
The Manage AutoShip button can also be accessed via the Order Details page of an order containing at least one product on AutoShip.
- First, select History, and then Order History from the left navigation menu.
- Select the AutoShip order that you wish to edit.
- Click the Manage AutoShip button at the top right of the page to open the AutoShip tab of the client’s online store account via Assisted Service Mode.
Updating the AutoShip
Once on the AutoShip tab in the storefront, you can update an existing AutoShip subscription.
- To place the next order now, click Add to Cart and complete the checkout process.
- To update or cancel the subscription, click Manage AutoShip.
- From here you can edit the item strength and quantity or change the next order date and delivery frequency.
- Once you have made the necessary updates, click Save Changes to update.
Ending the Session
After you have completed your task, it is important to close out of Assisted Service Mode.
- Click End Session to log out of Assisted Service Mode.
The session will end automatically if you close the tab or are inactive for ten minutes.
Click here to download the Assisting Clients on the Storefront Quick Start Guide >>