Tracking client orders

This article helps you understand how to track orders in vRxPro, what each order status means, and what to expect with shipping and delivery timeframes. Whether you’re checking an order’s progress or resolving a delivery issue, this guide is designed to give you clear, helpful answers fast.

There are 3 ways to track an order:

1. Through Assisted Service Mode on the storefront
2. Through Order History in vRxPro
3. Through client/patient search in vRxPro

Using Assisted Service Mode (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, manage AutoShip subscriptions, and place orders on the client’s behalf (For more information on Assisted Service Mode, click here). 
• Click Order History to view the client’s orders 

 

You can expand each individual order by clicking the order number. This will give you additional information on the products purchased, shipping & purchase details, and tracking information.  

• If an order has shipped, there will be a blue Track Package button. Click this to open a new tab that pulls up the tracking number on the shipping carrier’s website. See below for shipping timeframes.

 

Using Order History

• To view recent orders, click History from the left-navigation menu, and select Order History.

 

• Use the search bar to look for a specific Order Number or Client Last Name. Use the filters to narrow results by Shipping Method or Status, or sort the results on the summary by selecting the column headers for:
  • Order Number
  • Date Placed
  • Client Name
  • Client Total
• You can also expand each individual order by clicking the order number. This will give you additional information on the products purchased, shipping & purchase details, and tracking information.

Using the Client List

• Click Client List on the left-side navigation bar. 
• In the search bar, type in the client or patient name.
• Select the client.

• Select the order number from the Orders card on the right side of the page to view the order details.

Understanding order and line‑item statuses

Each order in vRxPro has an overall status. However, individual items within the same order may also have their own statuses.

This means:

• Items may be processed separately
• Items may ship at different times
• The client may receive multiple shipments for one order

If you need help expediting an order or have questions at any point, please ask for an agent.

What each order status means

Below is a quick explanation of the most common order and line‑item statuses you’ll see in vRxPro:

• Submitted / Order Created: The order has been successfully created in the system.
• Pending Veterinarian Approval: One or more items require a prescription approval before processing can begin.
• Under Pharmacy Review: The item has been approved and is being reviewed by the pharmacy team.
• Filling: The item has been verified by pharmacists and is being prepared for shipment.
• Payment Declined: The prescription is approved, but an updated payment method is needed before processing can continue.
• Canceled: The order was canceled due to a declined prescription, a stocking issue, or a cancellation request.
• Shipped: The order has shipped. You can view the tracking number in the Orders tab.
• Partially Shipped: One or more items have shipped, and the remaining items will ship separately.

Shipping timeframes

Shipping timeframes begin after the order has shipped and does not include processing time.

Average delivery estimates by carrier

• USPS Ground Advantage
  • 2–3 or 3–5 business days
  • Timeframe depends on the option selected at checkout
  • May be used for non‑ground and non‑controlled items
• FedEx Ground
  • 3–5 business days
  • Commonly used for Royal Canin and Purina products
• UPS Ground
  • 3–5 business days
  • Used for items that must ship ground, including some diets and controlled substances
  • May also ship via USPS Ground Advantage
• UPS SurePost
  • 3–5 business days
• UPS 2nd Day Air
  • 2–3 business days
• UPS Next Day Air
  • 1–2 business days

Important: Overnight delivery is not offered. The fastest available shipping option is 1–2 business days. Once a package is with the carrier, delivery timelines cannot be guaranteed.

If there’s an issue with a delivered package

If the client’s order shows as delivered but something isn’t right, we’re here to help.

Please ask to speak with an agent if any of the following apply:

• Tracking shows “delivered,” but they haven’t received the package
• Delivery is delayed beyond the estimated timeframe  (For example, more than 7 business days after shipping when the estimate was 3–5)
• The client received someone else’s order
• The client received the wrong item or an extra item

Need additional help?

If you have questions, need help with an order, or want to check on next steps, ask for an agent and we’ll assist you.