Every rejection reason available in Fulfill, when to use each one, and what happens to the order afterward.
Use this guide to select the appropriate rejection reason when you are unable to fulfill an order or if an order correction must be made. Each reason routes the order differently – some come back to you corrected, some go to another supplier, and some move to a different location within your own company.
This article lists all eleven rejection reasons available in the Fulfill portal, the situation each one is meant for, and the next step Synapse takes once you submit the rejection.
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.
Two reasons depend directly on that note. If you select Assigned to Wrong Location, list the location the order needs re-assigned to in the Note section in Fulfill prior to rejecting the order. Product Not Offered also routes the order to the location indicated in your note.
Rejection reasons and when to use them
Select the reason that matches your situation. The Next steps column shows what Synapse does with the order after the rejection is submitted.
| Rejected reason | When to use | Next steps |
|---|---|---|
| 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. | The order will be corrected and re-assigned back to you. |
| Assigned to Wrong Location | Select this reason only when the order needs re-assigned to another location within your parent company and you are unable to re-assign yourself. Note: List the location the order needs re-assigned to in the Note section in Fulfill prior to rejecting the order. | The order will be re-assigned to the location indicated in your note. |
| Delivery Location Outside of the Service Area | Select this reason when the patient’s delivery address falls outside of your covered service area. | The order will be re-assigned to another supplier. |
| Order Correction Required | Select this reason when any information on the order needs to be updated or corrected prior to delivery. Examples: Incorrect quantities, incorrect items ordered. | The order will be corrected and re-assigned back to you. |
| 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. | The order will be re-assigned to another supplier. |
| Product Discontinued | Select this reason when the ordered product has been discontinued and is no longer available. | The order will be corrected and re-assigned back to you. |
| Product Not Offered | Select this reason when the ordered product is not part of your product catalog or service offerings. | The order will be re-assigned to the location indicated in your note. |
| Product Out of Stock | Select this reason when the ordered product is temporarily unavailable due to stock shortage. | The order will be corrected and re-assigned back to you. |
| Unable to Provide Special Handling Requirements | Select this reason when the order requires special handling that you are unable to accommodate. | The order will be re-assigned to another supplier. |
| Unanticipated Logistical Challenges | Select this reason when an unexpected logistical issue has arisen that prevents fulfillment of the order. | The order will be re-assigned to another supplier. |
| Verify and/or Correct Patient Address | Select this reason when there is a question or discrepancy regarding the patient’s delivery address listed on the order. Example: A prior delivery has been made for this patient at a different address, and you wish to confirm the correct delivery address with Synapse before proceeding. | The order will be corrected and re-assigned back to you. |
What happens to the order after you reject it
Every rejection reason leads to one of three outcomes. Use this to decide whether you should expect the order back.
The three rejection outcomes
Group the eleven reasons by what Synapse does next:
- The order will be corrected and re-assigned back to you – Additional Documentation Required, Order Correction Required, Product Discontinued, Product Out of Stock, and Verify and/or Correct Patient Address
- The order will be re-assigned to another supplier – Delivery Location Outside of the Service Area, Order Requested Outside of Operational Hours, Unable to Provide Special Handling Requirements, and Unanticipated Logistical Challenges
- The order will be re-assigned to the location indicated in your note – Assigned to Wrong Location and Product Not Offered
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
DME provider support email
dmeprovidersupport@synapsehealth.com
DME provider support phone
888.801.9449
