> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rxscale.com/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ

> Frequently asked questions for pharmacists using the RxScale Pharmacy Portal

# Frequently Asked Questions

Find answers to common questions about using the RxScale Pharmacy Portal.

## Orders

<AccordionGroup>
  <Accordion title="What happens when I receive a new order?">
    When a new order is assigned to your pharmacy, it appears in your dashboard with a "waiting for pharmacy" status. You will also receive a notification if you have notifications configured. Open the order to review the prescription and product details, verify stock availability, and begin processing.
  </Accordion>

  <Accordion title="Can I decline an order?">
    If you cannot fulfill an order (for example, because the product is out of stock), you can cancel it from your side. The system will then attempt to route the order to another available pharmacy. Contact the support team if you need assistance with a specific order.
  </Accordion>

  <Accordion title="What if an order is cancelled after I start processing it?">
    If an order is cancelled while you are already preparing it, stop processing and return any picked items to stock. The order status will show as "cancelled" in the portal. You do not need to ship cancelled orders.
  </Accordion>

  <Accordion title="How do I know if a prescription is valid?">
    Prescriptions that reach your pharmacy have been reviewed and signed. Most prescriptions are signed by a doctor using a qualified electronic signature (QES). Some integrations may provide an externally signed prescription PDF instead. The signed prescription is attached to the order and can be viewed in the order details.
  </Accordion>
</AccordionGroup>

## Inventory

<AccordionGroup>
  <Accordion title="How do I update my stock levels?">
    Navigate to the Inventory section from the sidebar. Find the product you want to update by searching by name or SKU. Enter the new stock quantity and save. The change takes effect immediately. For more details, see [Managing Stock](/for-pharmacists/managing-stock).
  </Accordion>

  <Accordion title="What happens when a product goes out of stock?">
    When a product's stock level reaches zero, it is marked as out of stock. New orders for that product will not be routed to your pharmacy until you replenish the stock. If you have low stock alerts configured, you will receive a notification before you run out.
  </Accordion>

  <Accordion title="Can I add new products to my inventory?">
    Products are assigned to your pharmacy by the organisation administrator. If you need to add new products to your inventory, contact your administrator or RxScale account manager.
  </Accordion>
</AccordionGroup>

## Shipping

<AccordionGroup>
  <Accordion title="How do I set up shipping?">
    Go to Settings and find the shipping configuration section. Add your shipping carrier details and save. Once configured, you can create shipping labels directly from order pages in the portal. For step-by-step instructions, see the [Shipping](/for-pharmacists/shipping) guide.
  </Accordion>

  <Accordion title="Can I use my own shipping carrier?">
    RxScale supports integration with common shipping carriers. Contact your account manager to discuss which carriers are available and how to set up your preferred carrier.
  </Accordion>

  <Accordion title="How do I handle a failed delivery?">
    If a delivery fails (for example, the package is returned to your pharmacy), contact the support team for guidance on next steps. They can help arrange a re-delivery or update the order as needed.
  </Accordion>
</AccordionGroup>

## Account and Access

<AccordionGroup>
  <Accordion title="How do I reset my password?">
    On the login page, click the "Forgot password" link to receive a password reset email. If you do not receive it, check your spam folder or contact your account manager.
  </Accordion>

  <Accordion title="Can multiple people in my pharmacy use the portal?">
    Yes, multiple user accounts can be created for your pharmacy. Contact your organisation administrator to set up additional user accounts.
  </Accordion>

  <Accordion title="Who do I contact for technical support?">
    For technical issues, contact your RxScale account manager or reach out to the support team. They can help with portal access, API issues, and any other technical questions.
  </Accordion>
</AccordionGroup>