What You Need to Know
The Request Refill button will not appear if the product linked to the prescription has been deactivated.
If you see only End Refills or View Invoice on the prescription, check whether the product is still active. If the product has been deactivated or replaced with a new product record, you will need to create a new prescription.
The prescription detail page loads the most recent refill by default.
If the directions or quantity look different from a previous fill, it is because the newest refill is showing. Select Show History to access and print earlier fills — the original dispensed quantity and inventory records remain unchanged.
Cancelling a later refill and cancelling the original prescription have different consequences.
Cancelling a later refill restores the remaining refill count. Cancelling the original prescription removes the entire prescription from the patient's active history. If you need to cancel the original, all subsequent refills must be returned or cancelled first.
Video Walkthrough
Requesting a Refill
When a client reaches out to request a refill, open the patient's profile and navigate to the Prescriptions tab. Select the prescription being requested, then click Request Refill from the prescription detail view.
This adds the refill request to the Rx Refill Requests section on the main dashboard so the team can easily keep track of pending requests. Refills are nested under the original prescription line in the Rx tab.
To verify refills:
Open the prescription to view all events (original Rx, refills, changes).
Check the patient’s history tab, where successful refills appear as individual lines.
On the invoice, hover over the medication line item to see “(Refill)” appended to the medication name.
The refill "donut" will remain unchanged until the refill request has been fulfilled.
Approving a Refill
Depending on your clinic's workflow, the team member who is responsible for approving the refill will open the Rx page or approve directly from the Rx Refill Requests from the dashboard. Once a refill is approved, no further modifications can be made to the prescription.
Completing a Refill
After a refill request has been approved, completing the refill will print a new Rx label and automatically add the Rx to either a new invoice or an existing invoice.
When completing a refill, you have the option to notify the client via email or text message (SMS) that the refill is ready for pickup. A default message is sent to the client, but you may also add custom notes to the email or text message.
Denying a Refill
If a refill is being denied, select Deny Refill and enter a reason why the refill is being denied.
Editing a Refill Label
If you need to edit the Rx directions on the label before approving a refill, select Edit Label after the refill has been requested. Certain fields — such as directions and quantity — can be updated before a refill is approved. Fields such as expiration date, valid date, and refill number cannot be edited. Once a refill is approved, no further modifications can be made.
Editing the label quantity does not recalculate the remaining refill count. If the dispensed quantity needs to change permanently, end the current refills and create a new prescription with the correct quantity.
A whole refill return (returning the exact whole refill amount) preserves the remaining refill count. A partial return voids all remaining refills.
Frequently Asked Questions
Why is the Request Refill button not showing?
If the Request Refill button is missing for a valid prescription, the medication item linked to the prescription may no longer be active in your product list. Verify that the exact medication and strength are active. If the original item is inactive but a revised product exists, select the active item and re-enter the prescription to enable the refill option.
Why is there only an option to end refills?
This occurs when the originally prescribed product has been deactivated and replaced with a different product. To resolve this, either update the prescription to the new product and process the refill, or cancel the original prescription and rewrite it with the same number of remaining refills.
Why is the Cancel button greyed out on a refill?
The Cancel button is not available when the invoice associated with the refill is in a Checked Out status. Set the invoice back to Active before attempting to cancel.
Can I change the quantity dispensed on a refill?
You can edit the label quantity before completing a refill using Edit Label, but changing the quantity does not recalculate the remaining refill count. If refill math accuracy is important for legal or VCPR purposes, end the current refills and create a new prescription with the correct quantity.
Why are denied refills still showing on my dashboard?
Denied refill requests may persist on the Rx Refill Requests dashboard in some cases. If a denied refill cannot be cleared through normal workflow steps, contact support — this may require escalation to the Product or Engineering team.