During high-traffic promotional periods, like Cyberweek, a client may request a prescription, but their pet needs to be seen before you can approve it. Rather than declining the request outright, you have the option to hold off on approving it until the client is able to bring their pet in for the required services.
What are the benefits to holding the Client Request rather than declining it?
- Better client experience (prevents client phone calls asking why their request was declined)
- More opportunity for in-house service revenue
- Client still receives the original coupon codes or deals used with their order
**Note: Client Requests will be automatically cancelled after 45 days if they have not been approved or declined. If your client is unable to bring their pet in within 45 days of their original request, you with have to decline their order (if within 45 days) and create a new prescription when they are able to bring their pet in.
Holding a Client Request
1. Change Workflow Status to "Exam Needed"
2. Contact the client to schedule an exam.
Pro-tip: make a note on the appointment so that whoever handles it is aware that there is a pending approval for that patient.
3. Leave the order request as pending but be sure to update the Workflow Status and Note as you contact the client and schedule the exam.
4. After the appointment, you can find and approve the order under the Client Requests tile. Once the order has been approved, the client's order is placed with their coupons and deals applied.