Fulfill portal quick reference for DME providers

The short version: what to check before you accept an order, when you must reject one, how to use notes, and how to complete each type of delivery.

This guide provides Synapse Health DME providers with instructions for using the Fulfill portal to process orders. It outlines accepting orders, rejecting orders, completing notes, and completing orders.

Use it as a checklist alongside the full step-by-step walkthrough. The completion steps differ depending on whether you are using the Delivery portal and on the type of delivery, so check that section before you mark anything complete.

Opening an order

Click on the order in your dashboard or use the email link. Scroll through the panel to review patient information, delivery address, attached documents, products included in the order, delivery instructions, and notes. This layout ensures you can quickly access and verify all details before accepting or rejecting the order.

Accepting an order

• Confirm all products can be fulfilled within SLA timeframe to the patient location.
• The item(s) is in stock and quantities can be completely provided.

Once accepted, the order moves to Pending Order, indicating the order has been accepted and is currently in process for delivery.

Rejecting an order

Rejection reasons must be selected from the reject reason drop down menu.

When rejecting an order, an additional note is only needed for the below rejection reasons:

• Product Out of Stock – note required only if a replacement item is available as an alternative
• Incorrect Quantities or Product Selection – note clarifying the discrepancy

Using order notes correctly

Use notes for communication related to delivery execution only:

• Scheduling attempts
• Patient declined delivery
• Missing documentation for referral orders (orders requiring specific settings)

Do NOT use notes for:

• Order rejection reasons (unless notated above)
• Internal vendor IDs or systems
• Tracking information
• Confirming acceptance / rejection

To send a note, type your message in the order’s text box and click “Send Note”. If a reply is required by Synapse you will receive an email and dashboard alert.

Completing an order

To ensure orders are finalized correctly in the Fulfill portal, DME providers should follow the steps below based on the type of order being completed.

Completing in the Delivery portal

1. Launch and enter order details – select the access code in the Fulfillment Portal to open the Delivery Portal (or use the portal link). Enter the patient name, ZIP code, and technician name, or enter NA if not applicable. Under Order Details, review and confirm the order products and add the Patient Instruction Checklist, if needed.
2. Sign documents – add the patient / representative signature along with the technician signature.
3. Review and submit – review and submit the order. The status will update to “Pending Synapse Review.” No additional notes are required to notify Synapse that the order is completed.

If the Delivery portal is not used, follow the steps for the type of order you are completing.

Physical / threshold deliveries

• Upload the signed delivery ticket or itemized receipt directly into the Fulfill Portal under the designated document upload section.
• Click “Mark Complete.” No additional note is required; marking the order complete automatically routes it for processing.

Dropship deliveries

• Enter tracking information in the designated tracking field within the Fulfill Portal. Do not enter tracking numbers into the notes section.
• Once tracking is added, mark the order as complete. No additional notes are required to notify Synapse that the order is completed.

Service and pick-up orders

• If not using the Delivery Portal, upload the service or exchange ticket to the Fulfill Portal and click “Mark Complete.”

Errors in order completion can delay order reconciliation and payment process for DME provider.

Getting help with an order