How to Manage Your Orders in Otto

Finding an Order

Open your Order log in Otto and use the search and filters at the top of the page to quickly locate an order.

You can search using:

Patient name
Order ID
Date
Shipping destination

Tip: When searching by Order ID, enter only the number—do not include the O- prefix.

If you can't find an order, change the Status filter to All. Otto remembers your previously selected filters, so you won't need to reset them every time you return.

All vs. Open Orders

All: Shows all orders, regardless of shipping destination, status, or whether they have been completed.
Open: Shows Ship-to-Office orders that have not yet been picked up.

Ship-to-Patient orders are automatically marked as Complete once processed. Since the order goes directly to the patient, this prevents your team from having to manually close out orders that never return to the clinic.

If you'd prefer Ship-to-Patient orders to remain open, go to: Settings > Preferences > Automatically Close Out Ship-to-Patient Orders on Processing > No

Understanding Order Statuses

The status shown on the Order Log represents the overall order status.

Hover over the displayed status to see a quick explanation of what it means.

To see all known details about an order, click the down arrow (v) to the left of the Order ID. This expands the order and shows the status of the individual Purchase Order (PO).

This distinction is important because a single patient order can contain multiple POs when products are being fulfilled by different suppliers.

PO & Order Status Meanings

PO Scheduled: The order is waiting to be submitted to the supplier. Otto batches scheduled orders daily at approximately 2 PM ET (18:00 UTC). PO Scheduled is the only status that allows you can cancel an order through Otto, otherwise you will need to contact the supplier directly to make that request.
PO Submitted: The PO has been sent to the supplier but they have not yet provided a confirmation number. That will be provided ASAP.
Awaiting Processing: The order requires your attention before it can be submitted. Open the order, review or complete the required information, and click Process Order.
Awaiting Reception: The supplier has processed the order, but it has not yet arrived at your clinic. Supplier confirmation and tracking information may be available when provided by the supplier.
Awaiting Delivery: The order has not yet been marked as delivered.
Awaiting Fulfillment: The product has arrived at your clinic but has not yet been picked up by the patient. Marking an order as Received moves it into this status.
Manual Fulfillment: No supplier PO was generated through Otto. This is commonly used when fulfilling an order from clinic inventory or when the supplier order was placed outside Otto.

Orders Highlighted in Orange

If an order is highlighted in orange it will have a a status of Awaiting Reception meaning, it has not yet been processed and is still editable.

This can include:

An order request that needs prescription values added.
An order with insurance associated with it.
An order containing an OTC product.
An order you previously chose to save for later.

Awaiting Processing orders will not be sent to the supplier nor will the patient be charged—until you manually process it.

Finding Supplier Confirmation Information

To see the most detailed information available for an order:

Find the order in the Order Log.
Change the Status filter to All if needed.
Click the down arrow (v) to the left of the Order ID.
Review the individual PO details.
Look on the right for the supplier confirmation number and tracking information, when available.

If the supplier hasn't provided tracking information through Otto, contact the supplier directly to get that information. When you contact a supplier, give the m the conformation number, not the Otto Order ID.

Actionable Tasks

To see a menu of actionable tasks for an order, click the "..." on the far right side of the order log. Here you will find a variety of options depending on the status of the order.

Send PO Now — Otto batches scheduled POs at approximately 2 PM ET. Select this if you want an individual eligible PO submitted to the supplier immediately.
- Exception: J&J does not support manually pushing individual POs. J&J orders are submitted through the regular batching process.
Create Stock Order — Creates a stock order matching the product that was sold. This is particularly helpful when you fulfilled a patient's order from your clinic inventory using Manual Fulfillment and want to immediately replenish what was sold.
Print Summary — Downloads the order summary document associated with the order. The summary includes the products ordered and a breakdown of the transaction. Clinics using contact lens trays can print this document and include it with the patient's order.
Cancel Order — Cancels the order within Otto. You'll be asked to confirm before the cancellation is completed.
- Important: If the order is still PO Scheduled, it can be cancelled through Otto before submission. If it has already been sent to the supplier, you must also contact the supplier directly to request cancellation. Cancelling it in Otto after supplier submission only updates your Otto records—it does not cancel the supplier's order.
Mark as Received — Use this when a Ship-to-Office order arrives at your clinic. This changes the order from Awaiting Reception to Awaiting Fulfillment, indicating that it is now waiting for patient pickup.
Send Pickup Notification — Sends the patient a message letting them know their order has arrived and is ready for pickup. Selecting this option also updates the order appropriately, so you do not need to separately select Mark as Received first.
Send Pickup Reminder — Use this after the patient's initial pickup notification has already been sent to remind them that their order is still waiting at the clinic.
Mark as Complete — Once the patient has picked up their product, mark the order as Complete to remove it from your list of open orders.
Reorder — Creates a new, prefilled order using the same patient and products. You'll still have an opportunity to review and change the order before processing it.
Resend Reorder Link — Opens a prefilled Send Order Link window for the patient. You can review and edit the information before sending the link.
Send Rebate Details — Resends the rebate information associated with the order directly to the patient. Use this if a patient reports that they did not receive or can no longer find the rebate information included with their original order confirmation.
Delete — Delete is available for orders that are still Awaiting Processing.
Deleting removes the order request from Otto but does not notify the patient. If you've decided not to process their request, your clinic will need to contact the patient separately.

Understanding the Order Icons

You'll see icons beside some Order IDs. Hover over an icon in Otto to see what it represents.

Otto Logo — An Otto-attributed sale placed directly by the patient.
Dollar Bill — The patient paid for the order through Otto.
Calendar — The supplier has reported a backorder. Expand the order to see the estimated availability date when one has been provided.
Bell — The patient has been notified that their order is ready for pickup. To see when they were last notified, open the patient's file and select the Notifications tab.
Spinning Arrows — The product is enrolled in Auto-Reorder. The patient has opted to have it automatically reordered according to their subscription until the prescription expires.

Quick Order Log Tips

Can't find an order? Change Status to All.
Need more detail? Click the down arrow beside the Order ID.
Need to know what a status means? Hover over it.
Need to notify a patient about pickup? Click ... > Send Pickup Notification.
See PO Scheduled? The order has not yet been submitted to the supplier.
See an orange order? It still requires processing and has not been submitted to the supplier.
Need tracking? Expand the order and review the individual PO details.
If the confirmation number has not been added after 24 hours, please reach out to our support team.