Using the Fulfill portal to manage DME orders

PostedSeptember 8, 2026

UpdatedSeptember 8, 2026

A step-by-step guide to logging in, reading the dashboard, and accepting, completing and returning orders in the Fulfill portal.

The Fulfill portal is used by front-line DME provider staff to view, accept and fill orders electronically for threshold, shipping and store front pickup, as well as to process pickup and service requests. The portal address is fulfill.synapsehealth.com.

This article walks through the portal in the order you will use it: logging in, finding orders on the dashboard, reading what each column is telling you, then accepting, completing, documenting and – where needed – returning an order. For questions, email dmeprovidersupport@synapsehealth.com or call the DME Provider Line at 888.801.9449 opt 2.

Logging in to the Fulfill portal

Your account manager will ask each DME provider to send the individual names and email addresses of any users who need access to the Fulfill portal. Once the user accounts have been created, a Welcome Email is sent to each user.

Have each user log in before training so they can follow along live. For additional user requests after go-live, contact dmeprovidersupport@synapsehealth.com.

First-time login

Select the Click Here link in the welcome email, or go to fulfill.synapsehealth.com.
Select Forgot Password.
Enter the username found in the welcome email.
Send the security code.
Check your email for the security code and enter the code in the Forgot Password window.
Enter a new password.
Return to the login page and use the new password to log in.

Users should follow their organization’s email and security policies when setting up their accounts.

Logging in with multi-factor authentication (MFA)

Once a user has reset their password, this is the login flow with MFA:

Navigate to the login page at fulfill.synapsehealth.com.
Input your Fulfill username and password and click Sign In.
Select the method to send the security code and select Next.
Collect the security code from the selected source, input the code in the Code field and click Next.
Login is complete.

New order notifications

Users receive an email notification from Synapse Health Notifications (noreply@synapsehealth.com) when a new order is assigned to the DME provider.

After opening the email notification, use the Click Here hyperlink at the top of the email to be brought to the Fulfill dashboard with that specific order pulled up.

Finding orders on the Fulfill dashboard

From the dashboard, users can view orders. Each column has a filter option to view more specific information in that column category. Canceled or removed orders may not be visible to the DME provider.

Finding a specific order by order ID or patient name

The Order ID is the unique order identifier and starts with “SO-“. The Order ID can be found in the order notification email, on the dashboard and within the order. Patient Name indicates the patient name on the order.

Use the search box to type the order ID or patient name.
Click the check box to select the correct item.
Click search to refresh the dashboard, displaying that specific order or name.

Saving filters you use often

As users review orders, they can apply any frequently used filters. Select Save Filter at the top right of the page, input a name and/or description, then click Save. To access saved custom filters, click Advanced Filters.

Filters are user-specific and persist even after the user logs out, enabling consistent, efficient order management.

The top 5 filters are:

Prioritized acceptance
Pending delivery
Missing documents
Missing delivery tickets
Member transitions

Schedule date and delivery address columns

Scheduled date – date the order was sent to the DME provider. Low priority orders, indicating already dispensed, will have a schedule date reflecting the original date of delivery.
City – delivery address city
State – delivery address state
Zip Code – delivery address zip code

In the case of a hospital discharge, the hospital’s address may be listed instead of the patient address.

Alerts and notes on the dashboard

The first left column, Alerts, identified with a red dot, indicates that a note or message has been added by the Synapse Health team.
Alerts may also indicate that an order is in the qualifications stage where no note may be present.
Once the order has been clicked, the page will automatically direct to the bottom, where the Notes section is located.
In the Notes section of an order, users can Send A Note or message to Synapse Health. This action will automatically mark the note as read and remove the red dot from the order.
Users can also clear the alert by clicking Mark As Read.

Use the notes section of an order to track scheduling attempts, message Synapse Health, and provide examples (for example, communicate specifics on a wrong item, SKU or quantity).

For any emergent question, always reach out to the DME Provider Line at 888.801.9449, opt 2.

Priority levels and delivery timeframes

Priority levels indicate how soon an order needs to be delivered to the patient.

Priority level	What it means	Notes
Low Priority	Order already delivered	Supply closets, etc.
Normal Priority	Shipped or delivered within 5 business days	Exceptions noted for patient-requested dates or CPAP setups must be communicated in Notes within that 5-day window
High Priority	Same day delivery	—
Urgent Priority	2-hour delivery	Hospital discharges / STAT orders

Order types: delivery, pickup and service

Icon on the dashboard	What it indicates
Delivery Truck	A threshold delivery OR a drop-ship delivery order
Pickup Box	An order that needs to be picked up. This may indicate an insurance change / transition pickup, not just a physical item pickup
Service Wrench	An order that needs to receive service

An order with items that require pick-up or servicing will be sent as a new order notification via email and must be accepted or rejected in the same manner as a standard order.

Order sources: transitions, hospital discharge and referral orders

The Source column tells you where the order came from and what your responsibility is. If the Source column is blank, the order is a standard subcontracted order where Synapse Health is the DME provider of record.

Transitions orders

Orders for existing patients of the DME provider who have been transitioned over to Synapse Health.
Synapse Health is now DME provider of record for that patient.
Typically seen around times of payor changes.

Hospital discharge orders

Orders initiated by hospital discharge teams when a patient needs DME to safely transition home, with Synapse Health serving as the DME provider of record.
DME provider is responsible for rapid processing, coordinating timely delivery, and supporting the patient to ensure continuity of care during discharge.

Referral orders

Orders sent to subcontracted DME provider with the expectation that the DME provider accepts and processes the order as the DME provider of record.
DME provider assumes responsibility of patient support, delivery of order and invoicing to contracted health plan.
DME provider must ensure order is marked as completed as soon as order is accepted.

Order statuses and what they mean

Order status indicates what stage of delivery processing an order is in. These are the ready to dispense statuses:

Status	What it means
Pending Acceptance	New order is pending DME provider acceptance or rejection. Urgent orders must be accepted or rejected within 30 minutes of order notification. Normal orders must be accepted or rejected within 1 business day of order notification.
Pending Order	DME provider has accepted the order, delivery has not yet been completed.
Pending Synapse Review	Action may still be needed for follow-up documentation; monitor notes within Fulfill for updates.
Completed	Order has been completed, no action needed by DME provider or Synapse Health. Completed reflects payment-eligible status, but documentation may still be required.
Cancelled	Order has been cancelled for various possible reasons.

These statuses indicate what stage of processing an order is in prior to being available for delivery. They indicate that provider assistance may be needed on a case-by-case basis.

Status	What it means
In Review	Order is in intake review by Synapse.
Insufficient Documentation	Documentation provided does not support items ordered based on dispensing rules.
Expired Documentation	Documentation provided is no longer valid based on dispensing guidelines.
Missing Documentation	Missing signed orders (SWO) or supporting medical records. Initiating DME Supplier or Prescriber needs to provide updated documents.
Authorization Pending	Authorization is submitted and pending approval from insurance.
Authorization Needed – Pending Review/Documentation	Order is being held for additional documentation required for authorization.
Authorization Expired – Pending Review/Documentation	Order is being held as auth on file has expired. Additional documentation required for authorization.
Management Escalation – Qual Issue	Order is requiring additional review by Management. Examples: overutilization, special order/request, member complaint, DME Supplier delay.
Pending Patient Contact	Synapse Health has attempted to contact patient for order review prior to dispense, no contact made at this time.

Opening and reviewing an order

To search and review a specific order, either click anywhere on the row of a specific order from the dashboard, or select Click Here from an email order notification.
The order will appear on the right side of the screen.
Carefully and thoroughly review patient information, delivery address, order associated documents, products, delivery instructions and notes.

Once the order is opened, users can view order details and select the Accept or Reject option.

Reviewing product information before you accept

Prior to accepting an order, a DME provider should review all product information to identify that all products listed are able to be fulfilled in the quantities specified.

Product information column	What it shows
Product	Product details, specifying generic or manufacturer branded along with product ID / part #
HCPCS	HCPCS code for the product
Qty	The quantity of the product needed
Units	The unit of measure for the product quantity: ea = each, ct = carton, bx = box
Notes	A highlighted note icon indicates a product specific note

Accepting an order

The DME provider clicks the Accept button within the order to advise Synapse Health that the DME provider can complete the order request. The order status changes to Pending Order and an access code is generated.

Important: Urgent orders must be accepted or rejected within 30 minutes of order notification. Normal orders must be accepted or rejected within 1 business day of order notification.

Rejecting an order

If a DME provider clicks the Reject button within the order, a drop-down list of reject reasons will appear. The DME provider should select the applicable reason. If the reason is other, please leave it in the free-text field in the reject modal itself.

The reject reasons available in the drop-down are:

Assigned to Wrong Location
Delivery location outside of the service area
Incorrect quantities or products
Order requested outside of operational hours
Product discontinued
Product not offered
Product out of stock
Unable to provide special handling requirements
Unanticipated logistical challenges

Once rejected, the order disappears from the dashboard and will be pushed to another DME provider.

Reassigning an order to another supplier location

Adding a new affiliated location

Go to the Suppliers section.
Click + New Supplier.
Select which type of supplier location you are creating, either Parent or Branch.
Once the dialog opens, fill out all requisite demographic information for the Supplier entry. Click Save.

Reassigning the order

Find the order to reassign. This will navigate you to the order details page. Find the “Assigned DME Provider” and click the edit icon, and a dialog box will open.
Select the new supplier to reassign the order to.
Confirm the reassignment.

If the Fulfill user is assigned to that supplier location, they will see the reassigned order in their orders page. However, if they are NOT assigned to that supplier location, they will NOT see the order in their orders page and will not be able to search for it either.

Completing an order

How you complete an order depends on the delivery type.

Threshold deliveries and walk-ins – use the Synapse Delivery Portal. See the Delivery Portal User Guide for more information. Users can click the Access code hyperlink to be routed to the Delivery portal. If unable to use the Delivery portal, upload the signed delivery packet and ticket into Fulfill and click Mark Complete.
Shipments – once the DME provider has added tracking information, click Mark Complete. Synapse Health will monitor tracking and confirm delivery with the patient.
Referral orders – the DME provider is provider of record and should Mark Complete upon accepting the order.
Service and pick-up orders – use the Synapse Deliver Portal. DME providers who are not using the Deliver Portal can add a note and upload the service / pickup ticket to Fulfill.

Mark Complete only applies when not using the Deliver portal for threshold deliveries; otherwise the Deliver portal completes the order automatically.

Uploading and downloading order documents

If the DME provider is not using the Delivery Portal for deliveries, users can upload the signed delivery ticket in the Documents section of the order.

Download and view any documents that were uploaded by Synapse Health staff by selecting the blue arrow to the right of the document listed.

If a document is believed to be missing from an order (for example, a prescription, DWO or patient demographics), please call the DME Provider Line at 888-801-9449 opt 2.

Adding tracking information for shipped orders

For shipped orders, add tracking information for each shipment.

Once the carrier, tracking number and product have been selected, click Add to list that tracking information for the order.
If all order items are being shipped in the same order, select All Remaining Products from the product selection drop down.
If products will be sent in separate shipments, add separate tracking numbers and edit items in that shipment.
After entering tracking info, click Mark Complete to complete the order.
Delete or edit tracking information after it has been added by clicking the respective icon.

Using notes to message Synapse Health

Notes can be used to track scheduling attempts, view and add notes or questions, and to chat with Synapse Health.

Click into the text box and type a message or note.
Click the Send Note button to post the message or note.
Once a response has been provided by the Synapse team, an alert will be added to the order.

What to use order notes for

DO – use Notes for patient-requested date changes, product questions, scheduling attempts and status updates
DO – use Notes to document shipment sent, patient scheduled, etc. within the 5-day window
DO NOT – use Notes to send pleasantries or thank-you responses

Returning products

A product is return eligible if it is unused, unopened and in resale condition.

Important: Returns are only accepted within 14 days of the delivery date to the patient.

Ways to return orders

There are three ways to return an order:

Upload ticket to Fulfill – Synapse Health will issue authorization and a pickup ticket (order) through Fulfill to the DME provider, which must be accepted promptly
Deliver portal – the DME provider must use the Deliver portal for returns as this provides proof of pick up. For drop-ship order returns, the DME provider must submit return tracking details through the Fulfill portal within 7 business days. Once the returned products are received, the DME provider must complete the pick-up ticket through the Delivery portal
Fulfill drop-ship tracking – Fulfill drop-ship return tracking within 7 business days

Where to get help

The Synapse Health operations team is available to provide support along the way. For order related issues, access code assistance or questions, use the DME Provider Line. This line routes directly to the Customer Care Center, where a team of trained specialists is available to address your concerns 24 hours a day, 7 days a week.

For user access or general supplier questions, email DME provider support. Email should not be used for urgent order questions.