Task-based orders

Some orders need someone to check them, or the customer to do something, before they're sent. Your team works through them one at a time in quick view, then finishes each order in one step.

How an order comes to need review

It's set on the product, in Before it's sent, by its Approval:

No approval: Orders go straight to fulfilment once they're paid.
Your team checks it: Someone on your team approves each order first, like a pharmacy medicine.
A prescriber approves it: For healthcare businesses: a prescriber reviews the answers and approves or rejects each item, and approved items go on a prescription. See Prescription orders.

When a product needs approval, the customer pays by a hold on their card, which is taken when the order is fulfilled. The order is Under review in the list while it waits, and counts towards what needs your attention.

Tasks for customers

A subscription product can also ask customers to do something, with the first order or before a renewal. On the product, add a Renewal schedule first, then use Add task in Tasks for customers. What they can do:

Upload a file: A photo, a result or a letter.
Sign a document: A PDF they sign in their account.
Fill in a form: One of your forms.
Book an appointment: A service, with anyone or someone named.
Check their details: Their address, weight and so on.
Reply to a message: Something you ask them.

Each task has a name, optional instructions and when it's due: with the first order, every order, before each renewal, every few renewals or one renewal only. With Wait until it's done on, the order isn't approved or sent until the customer has done it, and the order is Awaiting customer until then. A task that waits makes the product's Approval Your team checks it, so someone looks at what they sent.

The review queue

In the Orders list, Start reviewing opens the oldest order that needs your attention in quick view (it's on Home and in Tasks too). When you finish it, the next opens. Skip leaves an order for now: it's marked Skipped in the list and doesn't come round again until you next start. If a colleague already has an order open, Priorly says so.

To review one order, click its number in the list, or right-click it and choose Quick view. In the list's Tasks column, an order you can't act on yet says why, like Needs a prescriber.

Quick view shows the order, how many of its tasks are done, and its tabs: Tasks, Completed, Other tasks, Order history, Documents, Notes and Messages. The arrow keys move between tabs, and Escape closes it.

Reviewing

An item waiting for approval

Its task is Approve and the item. You see the item, the customer's details, and their form answers when the item has a form.

Quick view for order #1115 with the task Approve Wegovy Pen: the item, Neil Robson's details, and Skip, Reject, Hold and Approve. — Reviewing an item

Approve: Approves the item. If other items are still waiting, the order stays in the queue until every one is decided. The last one opens the finishing step.
Hold: Puts the order on hold, with a reason, and tells the customer by message or email.
Reject: Rejects the item, with a reason, which you can send the customer as a message. The item isn't sent and its part of the payment isn't taken. Rejecting the last item cancels the order and releases the payment.

Something the customer sent

For a form, you see Olly's summary of the answers, then the answers themselves. For a file, you see it, with Open and Download.

Quick view reviewing a weight loss form Neil Robson submitted: Olly's summary, then their answers, with Reject submission and Mark task as complete. — Reviewing a form the customer filled in

Mark task as complete accepts it. Reject submission turns it down, with an optional reason, and with Set the user another task to complete ticked the customer is asked to do it again.

Finishing the order

Approving the last item opens All tasks complete: the order is ready to finalise, with its items and these switches:

Complete all tasks: Marks the order's other open tasks complete. On to begin with, when there are any.
Fulfil the order: Takes the payment and marks the order fulfilled. It remembers what you chose last time. Off, the button says Approve, fulfil later, and the order moves to Unfulfilled.
Send to …: When your business has a partner who fulfils for you: sends the order to them.

Choose Approve and complete.

When it needs a prescription

A prescriber signs as they approve the last item: see Signing the prescription. Anyone else sees that the final item needs a prescription, and that an active prescriber has to issue it, with no button to approve. The list tags the order Needs a prescriber.

Once it's done

Priorly says what happened, like Order #… completed, that the payment was taken, and where the order is now: fulfilled and ready to send, sent to your partner, or ready for someone to fulfil. Choose Next order to carry on, or Close.