How to pick the right rejection reason when you can’t fulfill an order, part of the FAILSafe process.
Use this guide to select the right rejection reason when you are unable to fulfill an order or when an order needs a correction. Picking the reason that matches your situation gets the order handled correctly the first time.
This article lists all eleven rejection reasons available in the Fulfill portal and the situation each one is meant for.
Before you reject: add a note in Fulfill
The note you leave on the order is the only place you can explain the rejection, and it must be written before the rejection is submitted.
Important: You must add a detailed note in Fulfill BEFORE hitting the rejection button and selecting a reason. Once the rejection is completed, the note feature will no longer be available.
Two reasons depend directly on that note. If you select Assigned to Wrong Location or Product Not Offered, list the location the order needs to be re-assigned to in the Note section in Fulfill before rejecting the order.
Rejection reasons and when to use them
Select the reason that matches your situation.
| Rejection reason | When to use |
|---|---|
| Additional Documentation Required | Select this reason when additional documentation is needed before the order can be fulfilled. Example: An SWO is needed to obtain provider-specified details required to fulfill the order. |
| Assigned to Wrong Location | Select this reason only when the order needs to be re-assigned to another location within your parent company and you are unable to re-assign it yourself. Note: List the location the order needs to be re-assigned to in the Note section in Fulfill before rejecting the order. |
| Delivery Location Outside of the Service Area | Select this reason when the patient’s delivery address falls outside of your covered service area. |
| Order Correction Required | Select this reason when any information on the order needs to be updated or corrected before delivery. Examples: Incorrect quantities, incorrect items ordered. |
| Order Requested Outside of Operational Hours | Select this reason when an order is received outside of your normal operational hours and cannot be fulfilled within the required timeframe. |
| Product Discontinued | Select this reason when the ordered product has been discontinued and is no longer available. |
| Product Not Offered | Select this reason when the ordered product is not part of your product catalog or service offerings. |
| Product Out of Stock | Select this reason when the ordered product is temporarily unavailable due to a stock shortage. |
| Unable to Provide Special Handling Requirements | Select this reason when the order requires special handling that you are unable to accommodate. |
| Unanticipated Logistical Challenges | Select this reason when an unexpected logistical issue has come up that prevents fulfillment of the order. |
| Verify and/or Correct Patient Address | Select this reason when there is a question or discrepancy about the patient’s delivery address on the order. Example: A prior delivery was made for this patient at a different address, and you want to confirm the correct delivery address with Synapse before proceeding. |
Where to get help with a rejection
If none of the rejection reasons fits your situation, or you are not sure which one applies, contact DME provider support before rejecting the order.
DME provider support
- Email: dmeprovidersupport@synapsehealth.com
- Phone: 888.801.9449