Portal: Placing an Order

What this page is for

The layout

• Recents strip: cards for your recently-used origin/destination pairs - click one to pre-fill the form.
• Where section: Origin and Destination columns. Type in the search box to find a saved location, or click + New address to enter one manually (street, city, state, ZIP). If the location has waypoints, chips appear so you can pick the exact spot inside the building (a front desk, a lab, a loading dock); site contacts appear as chips too if any are on file. When you submit, the server double-checks that any waypoint chip you picked really belongs to the location you picked, and that you're allowed to order from (or to) that location at all - if your building shares an address with another practice, your own site only ever offers your own access point, never a neighbour's door, code, or contacts.

• Service section: pills for the order types your account is set up for (STAT, Routine, etc.) - click More types to see the full list in a dropdown.

• Timing section: Ready Now or Schedule Later. Scheduling later opens Pickup From/To time fields with quick +15m/+30m/+1h/+90m buttons. A Delivery by line shows the computed delivery window; click Adjust delivery window to set it manually.

• Details section: pieces, parcel type, Notes for Dispatch, and an Email Me Updates opt-in (placed / picked up / delivered) with an email field, and a Print a shipping label when I place this order checkbox (off unless you turn it on; the page remembers your choice on this computer). Notes for Dispatch reaches our office, not the driver - anything the driver needs goes in Pickup or Delivery Instructions instead. Click More details to reveal reference numbers, billing group, weight, temperature requirement, and "Placed By".
• Summary strip at the bottom: a running summary of your order and the Place Order button. It stays disabled until you have picked a service type, and, if a location has waypoints on file, until you have picked one (the strip says "Select origin department" or "Select destination department" until you do).

Common tasks

1. Place a fresh order: search for or add the origin and destination, pick a waypoint if one is offered, choose a service type, confirm timing, set pieces/parcel type, then click Place Order. There's no confirmation prompt first - it submits as soon as you click. Once it succeeds, the whole form is replaced by a "Pickup Requested!" panel showing your order number, with Back to Dashboard, Place Another Order and Print shipping label links. If you ticked Print a shipping label when I place this order, a second tab opens by itself with the label ready to print (one label; the tab has a Print one per piece link for multi-box orders); it can say "Preparing the label" for a few seconds first while the order registers. There is no way to edit or cancel the order from that screen or from this page afterward - if something needs to change, place a new order or contact dispatch.
2. Re-order something you sent before: click Send Again on an order in your History or on its order page (the Today list has no Send Again) - it lands here with everything pre-filled; just confirm and submit. If the order was sent TO you by someone else, Send Again copies the places, type and pieces but not their notes or stop remarks (those were written for their pickup) - add your own before submitting.
3. Order to/from an address book entry: from the Address Book, use "New order to here" or "New order from here" - this page opens with that side already filled in.
4. Tell the driver exactly where to go: pick a waypoint chip under Origin or Destination if the location has one, then use Pickup Instructions and Delivery Instructions under each address. Those two travel with the stop, so they are what the driver reads on the job - unlike Notes for Dispatch, which only our office sees.
5. Get notified when it moves: check Placed, Picked Up, and/or Delivered under Email Me Updates and confirm your email address. Placed confirms the order was received; it arrives a minute or two after you submit.
6. Save a new contact you typed in: if the order form notices a name/phone in your notes that isn't already saved to that waypoint, a small toast pops up after you submit asking "Save [name] as a contact?" - click Save to add it to the address book, or Dismiss to skip it.

Things that confuse people

• If your account is locked to one origin (a doctor's office, "client" account), the Origin column is locked to your own address - you can only change the destination.
• The service pills only show your first two order types; anything else (Priority, Supplies, Sterile, etc.) is under More types. Which types appear at all is set per account by your courier's dispatch (only the types your billing account is actually configured for) - if one you expect is missing, ask them rather than picking the nearest match.
• The parcel type list (Specimen, Envelope, Package, Box sizes, Cart, Reports, ...) is the courier's own dictionary - the same single list their dispatchers, the admin lane setup and the order popup all use, so what you pick is exactly what shows on the ticket, and a lane your courier pinned to a type is always one this form can send.
• The delivery window is computed from your service type automatically - you only need Adjust delivery window if you want something different from the default. The default per type is set by your courier (since 12 September 2026 the EZ Button and this form use the same one; before that a Routine placed here got a 90-minute clock while the EZ Button gave it 240).
• "We couldn't confirm your order - it may already be placed." This means the page lost the answer (a dropped connection or a slow server), not that the order failed. Check your orders before doing anything. Pressing Place Order again from the same page, without changing anything, will not send a second order: the portal recognises the retry and hands back the first order's number. If you changed something in between and the first order did go through, it warns you instead, and only places the new order if you press once more. A plain error message (anything else) means the order was not placed, and you can fix and resubmit.
• "We could not place this order - please call dispatch." - the dispatch system turned the order down. The order was not placed; call dispatch and they can see why. (The technical reason is kept on our side rather than shown here.)
• Only the order types on your menu can be placed. The Order Type list is set for your account by dispatch; a type that is not on it is refused even if it is typed in some other way. Cart (parcel type) is a real choice and stays Cart.
• Waypoint chips and site-contact chips only appear once a location has them on file; a brand-new manually-entered address won't show any until someone adds one in the Address Book. When a location does have waypoints, picking one is required before Place Order turns on.

Related

• Getting Started
• Address Book
• Tracking and History