When a Client Request is declined, the client’s order will be cancelled, and they will not receive the requested product.
If the client utilized a coupon code or the item was on sale, they may not receive the discount even if you issue a new prescription. For this reason, it is recommended to only decline a request if the patient should not receive that product.
- If a client request cannot be approved due to incorrect strength or quantity, click here to learn how to Approve a Client Request with Changes.
- If a Client Request cannot be approved due to required services or timing, click here to learn about Client Request Best Practices.
Decline a Client Request
A Client Request can be declined from the Request Preview or from the Prescription Pad.
From the Homepage or Client Requests Page
- Click the trash can icon on the request you need to decline.
From the Prescription Pad
- Click the Decline button.
Decline Prescription Request
Once you have selected Decline, a window will appear to confirm the action.
Note: Declining a Client Request removes any discount the client may have used. Click here to learn more about holding the request.
- Select the Reason for Decline from the drop-down menu.
- Add additional details in the Notes to Client field. These will appear in the email to the client. (Click here to learn more about Creating Notes to Client Shortcuts)
- Select the Veterinarian that issued the declined request.
- Click Decline.
The client will receive an email letting them know their request has been declined, including the details you provided in the Notes to Client section. This will also cancel the associated line items from their order.
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Approving a Client Request with Changes