***The point: We’ve added “Pending Client Approval” to our list of order statuses. If this appears on you order update, please review the associated notes and respond, letting us know if you’d like to proceed with the request.
If you’ve used our service in the past, then you’ve received an email from us with an update on your order. Typically, this email lets you know that we’ve received your requests and we’re working on them. Sometimes, these update emails may show some of the requests in your order “Completed”, while others are “Canceled” or “Can’t-Filled”. The statuses “Completed” and “Can’t-Filled” are self-explanatory, but “Canceled” seems a bit vague. You may be thinking, “Who canceled the order?” or “Why was it canceled?”
An item is “Canceled” when the request exceeds the maximum cost set by the client, if there’s a delay in obtaining the item or if the citation is incomplete. In an effort to communicate these issues more effectively, we’ve added the status “Pending Client Approval”, which you’ll begin to see in place of “Canceled”.
Our clients will begin seeing this on their order update emails immediately, when applicable. If it shows up on your email, simply review the reason for the alert and respond, letting us know if you’d like to proceed with the request.
If you use DocTrac to manage your orders, you’ll also see a new button on your homepage that will allow you to show those requests that are “Pending Client Approval”. Please review these requests and let us know if you’d like us to proceed.
After thirty days, a “Pending Client Approval” request becomes “Canceled”. However, it is not removed from our system, and the request can be approved at any time.
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