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ResMed Help Center

Update the status of a supply request

You can access and manage supply requests from the Supply requests to confirm, Supply requests with problems and Supply requests to ship Dashboard groups, as well as the Supply requests menu at the top of the page.

The status of a supply request can frequently change. The table below outlines each supply request status and what it means, and identifies the recommended action you can take to update the status of a supply request. 

Status

Description

Recommended action

Pending

Dashboard group: Supply requests to confirm

The status of a supply request is marked as pending when a patient requests supplies for a supply type (mask, headgear, etc.) recorded in their profile. The recorded supply types are taken from their answers to the ResMed ReSupply questionnaire.

Review and confirm the supply request.

Confirmed

Dashboard group: Supply requests to ship

For non-fulfillment partner integrated accounts, supply requests go to the Supply requests to ship group where you must mark them as shipped. If you do not mark them as shipped, they are assumed shipped within a set number of days as indicated in your organization’s settings.

Ship the supply request and change the status to Shipped in the Supply requests to ship group.

Fulfillment partner integrated supply requests

There is no action necessary.  The status will automatically update to Sent to fulfillment partner once processed (approximately 5-10 minutes). 

On hold

Dashboard group: Supply requests with problems

The system shows this status after a resupply user places a hold on their supply request. This status is used when there is not enough information to confirm or cancel a supply request.

Resolve the issue and confirm or cancel the supply request.

Shipped

Dashboard group: N/A

When you mark a supply request as shipped, it is removed from all groups. However, you can still view the supply requests on the All supply requests page.

No recommended action.

For reference purposes, you can find supply requests with this status in the Supply requests menu under All supply requests.  

You can close shipped supply requests to remove them from view. You can still access these supply requests in a patient's Supply requests tab.

Assumed shipped

Dashboard group: N/A

If you don't mark a confirmed supply request as shipped, the system assigns the Assumed shipped status to allow ResMed ReSupply to restart the patient’s resupply schedule. 

No recommended action.

For reference purposes, you can find supply requests with this status in the Supply requests menu under All supply requests. 

You can close assumed shipped supply requests to remove them from view. You can still access these supply requests in a patient's profile in the Supply requests tab. 

Closed

Dashboard group: N/A

When you mark a supply request as closed, it is removed from the Dashboard and the All supply requests page.

No recommended action.

You can mark supply requests as closed when you no longer need to manage the supply request. You can still access closed supply requests in a patient's profile in the Supply requests tab.

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Canceled

Dashboard group: N/A

When you mark a supply request as canceled, it is removed from the Dashboard and the All supply requests page.

No recommended action.

You can cancel supply requests that have resulted from a patient completing the questionnaire.  This will not impact the next planned outreach as the timing is calculated from the date when the questionnaire was completed.

 

Fulfillment partner integration statuses

These statuses are available (in addition to the statuses above) if your account has the fulfillment partner integration enabled. 

Status

Description

Recommended action

Sent to fulfillment partner

Dashboard group: N/A

This status confirms you have sent the supply request to the fulfillment partner for processing.  Provided there are no issues, the next status will be Shipped.

No recommended action.

You can find supply requests with this status in the Supply requests menu under All supply requests. 

Vendor hold

Dashboard group: Supply requests with problems

This status appears when the fulfillment partner provider places a hold on the supply request.

Contact the vendor to resolve the issue.

Late

Dashboard group: Supply requests with problems

This status appears when ResMed ReSupply hasn't received confirmation from the fulfillment partner that the supply request was fulfilled within 14 days.

Contact the vendor to investigate the issue.

Auto-canceled

Dashboard group: Supply requests with problems

This status appears if the fulfillment partner hasn't labeled the resupply request as shipped within 45 days of receiving the request. 

If necessary, contact the vendor to investigate the issue. 

Clear the supply request from the dashboard group once the status is Auto-canceled.

Step-by-step instructions

Update the status of a supply request

  1. From the Supply requests page, find the supply request you want to update.
  2. In the Number column, click the supply request number.
  3. From the Supply request details section, under Status, click Edit.
  4. Select the appropriate status.
  5. Click Save.
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