Every order status you will see in Fulfill, what it means, and what action is required from your team. Statuses that need your attention are listed first.
Order status drives what happens next on an order. Four statuses require action from your team. The rest are informational – Synapse is working the order and will move it forward without anything from you.
Statuses that require your action
| Status in Fulfill |
What it means |
What you do |
| Pending Acceptance |
Your organization has been offered this order. |
Accept or reject the order in Fulfill. |
| Pending Order |
You have accepted the order and are working it. |
Add tracking numbers, upload required documentation, update the expected delivery date, then click Mark Complete. For pickup and service orders, upload the service or pickup ticket and click Mark Complete once the pickup or service has occurred. |
| Pending Delivery |
At least one tracking number has been added to the order. |
Add tracking numbers for the remaining products. Once every product has tracking, click Mark Complete. The order moves to Pending Synapse Review automatically. |
| Pending Delivery Confirmation |
Tracking numbers are on file for all products, but documentation is still missing. |
Open the Additional Order Details section on the order details page and upload anything missing or incomplete – delivery ticket, notes/F2F, SWO, or testing documentation for PAP and O2 orders. |
Important: Orders left in Pending Acceptance past the SLA are reassigned to another supplier in the network. Accept or reject promptly to keep the order.
Informational statuses – no supplier action required
These statuses mean Synapse owns the next step. You do not need to call, email, or resubmit documentation while an order sits in one of them.
| Status in Fulfill |
What it means |
| Pending Synapse Review |
The order was marked complete by your team or through the Synapse Health Delivery Portal. Synapse is confirming all criteria are met. For pickup and service orders, Synapse is confirming all requirements are satisfied. |
| In Review |
The order is in initial qualification review by Synapse and has not been released for supplier acceptance yet. |
| Authorization Needed |
Authorization is required and the qualification process is in progress. Synapse is managing this step. |
| Authorization Expired |
The authorization on the order has expired. Synapse is working to obtain updated authorization. |
| Authorization Pending |
Authorization has been submitted and is pending approval. Synapse is managing this step. |
| Management Escalation |
The order has been escalated internally for a qualification issue. Synapse is reviewing and managing the escalation. |
| Expired Documentation |
One or more documents on the order, such as a prescription or CMN, have expired. Synapse is working to obtain updated documentation. |
| Missing Documentation |
Required documentation is missing – diagnosis, prescription, blood pressure, medical testing, or qualification documents. Synapse is managing outreach to obtain it. |
| Insufficient Documentation |
Documentation was received but does not meet qualification requirements. Synapse is reviewing and working to resolve it. |
| Pending Patient Contact |
Patient outreach is needed. Synapse is managing all patient communication. |
Closed statuses
| Status in Fulfill |
What it means |
| Completed |
The order was completed successfully. No further action is required. |
| Cancelled |
The order was cancelled. No further action is required. If you have questions about a cancellation, or documentation that would allow the order to continue, upload the documentation and leave a note on the order in Fulfill. |
A status you should not see
New is an internal status and should not appear in your queue. If you see an order in New, contact your Synapse Account Executive.
Quick reference: who owns the next step
| Owner of the next step |
Statuses |
| Your team |
Pending Acceptance, Pending Order, Pending Delivery, Pending Delivery Confirmation |
| Synapse |
In Review, Authorization Needed, Authorization Expired, Authorization Pending, Management Escalation, Expired Documentation, Missing Documentation, Insufficient Documentation, Pending Patient Contact, Pending Synapse Review |
| No one – order is closed |
Completed, Cancelled |
Questions about an order?
Leave a note on the order in Fulfill, contact your Synapse Health Account Executive, or email DME Provider Support at dmeprovidersupport@synapsehealth.com.
