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Frequently Asked Questions

Find answers to common questions about using RxScale as a telemedicine provider.

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Integration and Setup

Setup time depends on the complexity of your integration. A basic integration with the Management API and webhooks can be set up in a few days. More complex integrations involving custom workflows, waiting rooms, and wallet passes may take a few weeks. Your RxScale account manager will guide you through the process.
Yes. RxScale provides a development environment at https://api.rxscale-dev.com where you can test your integration with test data. We recommend thorough testing in the development environment before switching to production.
RxScale provides the backend infrastructure for prescription and order management. You are responsible for the patient-facing experience (your shop or app). Your application interacts with RxScale through the Management API and webhooks.
Yes. You can operate multiple shops, each with its own product catalog and configuration. This is useful if you serve different markets or offer different product lines.

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Orders and Prescriptions

Review times depend on doctor availability and your organisation’s configuration. In most cases, prescriptions are reviewed within a few hours. Your account manager can help you set up your organisation for optimal review times.
If a doctor declines a prescription, the order status is updated to “prescription declined” and the patient is notified. You will receive a webhook notification with the updated status. The patient may need to provide additional information or schedule a new consultation.
Orders can be cancelled at certain stages. Contact the support team or use the Management API to cancel orders when needed. Note that orders that have already been shipped by the pharmacy cannot be cancelled through the API.
RxScale automatically routes orders to pharmacies based on product availability, location, and capacity. You do not need to manage pharmacy assignments manually.

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Products and Inventory

Adding new products typically involves working with your account manager to set up the product details and associated medical questionnaire. Once the product is configured, you can manage its SKUs, pricing, and availability through the Management API.
Stock levels are managed by the pharmacies that fulfill your orders. When a pharmacy’s stock for a product reaches zero, orders for that product will not be routed to that pharmacy. You can monitor stock levels through the Management API.
Yes. Pricing is managed at the SKU level and can be configured per shop. Contact your account manager to set up shop-specific pricing.

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Technical

RxScale will retry failed webhook deliveries. If your endpoint continues to be unavailable, events will be queued and retried later. Set up monitoring for your webhook endpoint so you can resolve issues quickly. See Webhooks and Notifications for best practices.
Yes. The Management API has rate limits to ensure fair usage. See the Rate Limits documentation for details.
Yes. The development environment at https://api.rxscale-dev.com serves as a sandbox for testing your integration without affecting production data.
For technical questions, contact your RxScale account manager or reach out to the support team. They can help with API issues, integration guidance, and troubleshooting.