Manage orders

What the Orders page shows

The Orders page is the main list for finding and opening clinical orders in the Lab Panel. Use it when a patient calls with an order number, when reception wants to check payment state, when a technician needs the linked samples, or when a manager wants to review progress across active work.

The list is scoped to the current branch. It includes standard orders for the branch and routed sample orders that the branch is allowed to process.

Using connected AI tools

Ask the tool to search order choices to find the patient, doctor, contract, tests or packages. Name and phone searches follow the order form's matching rules. Refine broad patient or doctor searches when there are more matches. These choices use your order permissions; they do not grant access to full patient profiles or catalog settings.

A tool can also inspect and preview an amendment when you have order editing permission. Review the complete list of tests to keep: omitted tests are removed. New tests can be added only before payment, and collected or routed tests must keep their original selection and charge. Review the recalculated total, including any existing discount, and give a reason before confirming. The system updates eligible sample plans, outstanding payment requests and the invoice together. An overpayment can create a refund request for the cashier to process. If the order, prices, samples or payment history changes, preview again. After an uncertain response, inspect the current version and latest amendment before retrying.

With permission to create orders, a connected AI tool can prepare an order for an existing patient in your laboratory. Supply the visit date and time, tests or packages, priority and any doctor, contract or notes. Review the selected tests and server-calculated total. Selecting fewer tests from a profile or package keeps its full bundle price, as in the order form. Register a new patient first if needed.

Review every patient preparation requirement and explicitly mark it met, unmet or proceed anyway. Proceeding anyway needs a reason; do not let a tool assume a patient's answer. Supplied medical history can be saved with the order. Confirm the reviewed preview to create the order and its eligible samples. Unmet requirements can leave tests waiting for sample creation. Payment is handled separately by the cashier. If the preview changes, review it again. Retrying the same saved draft returns the order it already created.

You can use a connected AI tool to inspect an order's current priority, ordering doctor and SLA. With order editing permission, the tool can change these fields on an editable order belonging to the selected branch. Choose a doctor from the same laboratory. Clear the manual SLA deadline to restore the calculated deadline. If someone changes the order before saving, inspect it again before retrying. Routed and cancelled orders cannot have this context edited.

Tabs

The page groups orders into practical tabs:

Tab	What appears there
Active orders	Active standard orders in pending, dispatched, sample processing, partial results, ready results, or waiting release states.
Routed Samples	Ongoing samples routed to the current branch from another branch, with transfer, processing, result entry, or approval work remaining.
Completed orders	Standard orders whose workflow is complete.
Cancelled orders	Orders that were cancelled and should not receive more work.

Routed samples leave this list once the transfer is finished and all their test results are approved or released, or when the routing is cancelled. Work and unpaid balances at the source branch do not keep finished destination work in this list.

Active orders and Routed Samples show branch-scoped count badges. Completed orders and Cancelled orders intentionally do not show counts, keeping completed historical volume from competing with active work.

An order stays in Active orders while any ordered test still needs released results, including tests whose samples cannot yet be collected because requirements are unmet. Releasing the other samples does not complete the order. Collect the missing sample when its requirements are met, then enter, approve, and release its results before closing the order.

Use the tab before searching. For example, if a completed order is not in Active orders, switch to Completed orders before assuming it is missing.

The tabs use the saved order lifecycle bucket so the list stays responsive when the branch has many records. The status badge inside each row still calculates the operational state from samples, results, home visits, and release progress.

Order row information

Each row is a compact four-part summary: order code and created time; patient and demographics; one operational-status badge with a short test list and visit type; and the total with one payment-status badge. The list shows up to two test names, followed by +N when more tests are attached. Hover the operational status to see result-entry and release progress without adding another status label to the row.

In Routed Samples, the tab already supplies the routed context, so rows do not repeat a Routed badge. The final part instead shows only the sample codes, sample count, and test count assigned to the current branch. Switch back to Active orders to see totals and payment status for your branch’s standard orders.

Use the search box to find orders by the public ORD code shown in the row or by patient name. The internal UUID is not intended for day-to-day lookup.

The operational status is calculated from order, sample, and result state. It is not just a simple text field. When the status says results waiting release, for example, it means the work has moved past basic intake and sample processing and now needs clinical review or release.

The single payment badge uses the finance labels Paid, Unpaid, Partially Paid, and Failed Payment. It is a quick triage label based on the saved payment state and the paid-versus-total balance. Open Payment when you need the exact ledger, refund, receipt, or payment-request history.

Filters

Use the status filter to narrow by workflow state. Use the payment filter to separate Paid, Unpaid, Partially Paid, and Failed Payment orders. Use Created Today when reception or operations needs a same-day view.

To see the orders of a specific day, open Filters, pick a date in Order day, and the list shows every order registered on that day. The filter works in every tab, so switch between Active orders, Routed Samples, Completed orders, and Cancelled orders to see that day's orders in each. Days follow your branch's timezone. Remove the Order day chip above the list to return to all days.

Filtering does not change the order; it only changes the visible list. If a record disappears after filtering, clear the filter before reporting it as missing.

Use Orders I follow to list the orders you pressed Notify me on updates on, and Escalated to me to list orders with an open escalation waiting for you.

Saving and resuming intake drafts

During order creation, use the top Save Draft action whenever intake may be interrupted. The compact create page also autosaves changed fields every 30 seconds. Drafts store the selected patient, patient history, reason for tests, tests and packages, requirement confirmations, visit details, referral, contract, and notes without creating a clinical order, sample label, invoice, or payment request.

Use the top Resume Draft action to reopen one of your own drafts from another signed-in session. Drafts belong to one user and branch, expire after 30 days, and cannot be opened by another user or branch. Saving from a stale browser tab is blocked; reload the latest draft rather than overwriting another session.

Submitting a resumed draft claims it for conversion and creates exactly one order. A second submit cannot create a duplicate. Use Discard Draft when the intake should not continue; discarding does not create or cancel an order.

Row actions

Select the row itself to open the order overview. Use its compact Actions menu to open a more specific operational area:

• View Order opens the order overview, patient summary, price boxes, activity, and shortcuts.
• View Samples opens the Sample Log for the order.
• View Results opens the review worksheet when the user has permission.
• Open Payment opens the order payment ledger for standard orders when finance permissions allow it.

Use the most specific action. For barcode or rejection work, open samples. For result approval, open results. For payment, open the payment page. Manual WhatsApp communication starts from the order header so the employee can confirm the saved recipient and choose the appropriate message template.

The order view header

The order view page summarizes the active order at the top. Its title is the public order code without an extra "Order" prefix, and the copy icon beside it copies that code for messages, calls, and handoffs. The header also shows operational status, patient name, patient identity details, visit type, routed-order marker when relevant, payment badge, paid amount, due amount, and total amount.

The order header keeps its actions compact. Icon-only buttons show their name when you point at them.

Open Print for everything you can print for the order: Sample barcodes, Worksheet, Invoice, and Results. An item stays greyed out, with the reason under it, until it is available — for example, results appear only after at least one result is released, and the invoice only after it is issued.

Sample barcodes opens one print job containing every current sample label for the order. Confirm the patient and sample codes before attaching each printed label.

Worksheet prints a results worksheet for the order. It contains the patient identity captured at order creation and the requested tests. Tests with multiple measurements, such as CBC, list each measurement separately with its unit when available. Request comments appear beside their test. Write each result and any technician notes in the blank spaces after printing. The worksheet is for internal bench work; save the recorded values through Enter Results, then follow the normal review and release process in Kashef. Printing this worksheet does not save or release results.

Press the WhatsApp icon to choose an active Arabic message template. Kashef uses the phone and patient identity captured on the order, fills the order number and any available result-link or loyalty variables, then opens wa.me or WhatsApp Web in a new tab. Review the recipient and message there; Kashef never presses Send and does not send this message through an API.

If the button reports a missing or invalid phone, do not use the prepared link. Correct the phone on the patient profile; the order uses the patient's current phone straight away. Use an international number with its country code when registering patients. A results-link template remains unavailable until a result is released and the patient portal can create a secure link. A loyalty template remains unavailable until loyalty is enabled and the order's earned points are posted. Laboratory administrators manage template names, Arabic content, activation, and order under Admin → WhatsApp Templates. Templates accept only the documented variables shown on that page; unsupported variables cannot be saved.

Open Payment for Payment history (the order's payments page), Collect Payment when money is still due, and Custom discount. Collect Payment and Custom discount open their form straight away on the payments page. On the payments page itself, the available actions (such as printing the invoice or creating a discount) are shown as buttons.

Open Actions for samples, the results sheet, or another authorized operation. Exception actions are separated from routine actions so cancellation or correction is harder to trigger accidentally.

Use View Full Details in Order Summary when you need the complete captured order: patient identity, tests and packages, original and final pricing, applied discounts, contract or insurance context, price list, clinical reason, and notes.

Keyboard users can press Tab once after a page opens to reveal Skip to main content, then press Enter to move directly past the global toolbar and navigation. This places focus at the operational content so the order heading and primary actions can be reached without traversing the full application chrome on every order.

If a user has patient permissions, the patient name links to the patient profile. This is useful for checking history, phone number, previous results, or profile corrections.

Follow and escalate an order

Press the bell icon (Notify me on updates) in the order header to follow the order. You are then notified when it starts processing, results are released or sent back, a sample is rejected, or the order is completed or cancelled. Press the bell again (Following) to stop.

To hand the order to a specific colleague, open Actions and choose Escalate. Pick Result review & release or Order follow-up, choose the person, add a note, and press Send escalation. Open escalations show in an orange banner at the top of the order until they are resolved. See Notifications, follow-ups, and Kashef Bot.

Patient history and reason for tests

The Patient History section appears after Order Information in the compact create workspace. Review the conditions already saved on the profile, select or clear conditions as needed, and keep the free-text history note current. Submitting the order updates the patient profile so the same information is preselected on future orders. The order also keeps a snapshot of the selected history, so later profile changes do not rewrite the clinical context of an older order.

Use Reason for Tests for the symptoms, follow-up, screening purpose, or clinical question behind this specific order. Do not duplicate general handling instructions there; keep those in Order Notes. The reason is visible on Order Details, the full summary, each sample's details, Result Entry, and Result Review so collection and clinical staff share the same context.

The lifecycle checklist uses the same semantic colors as the rest of the Lab Panel in both light and dark mode: green for complete work, amber for the current or overridden step, red for blockers, and the neutral panel surface for pending work. Dates in the checklist appear as relative Last Update values. Hover the dotted-underlined time to see the exact timestamp.

The SLA Deadline card shows one concise timer: Due in ... while time remains or Late by ... after the deadline. The whole card is green when on track, amber when at risk, and red when overdue; there is no separate On Track badge.

Authorized users can use the edit icons on Ordered By, SLA Deadline, and Priority to correct the ordering physician, set a manual order SLA deadline, or change order priority without leaving the order view. Leave the SLA field blank to return to the calculated deadline from samples and ordered tests.

The checklist header shows progress only. It does not repeat the next step and its relative date; the highlighted step in the checklist body is the source of truth for what needs attention next.

The Creating Order step identifies the record with the public display code shown throughout the Lab Panel, not the internal UUID.

The summary panel counts Total Tests as ordered tests and Packages as distinct selected packages, so a package containing several tests is counted once as a package. Package tests in Required Tests show the package name beside the test.

Required Tests shows the first four rows by default. Use Show More when you need the full list. In Kashef Cloud, Order Activity also shows the four most recent operations; open one to see its steps in order. Local Kashef does not render the activity feed; use View Order Activities in Kashef Cloud to open the same order and review its audit trail there.

The payment badge always includes its context, such as Payment: Paid, Payment: Unpaid, Payment: Partially Paid, or Payment: Failed Payment, so the state cannot be confused with the operational order status.

Payment page and refund requests

Use Payment in the Order View header to open the order's financial ledger. The payment page uses the same order header and breadcrumbs as Order View so staff can confirm the patient, order, SLA, and balance before taking finance action. The table combines payments, posted refunds, pending refund requests, and their finance references in chronological order. Use the receipt action on a completed payment or posted refund to open its printable receipt in a new tab.

Use Print Invoice to open the same printable invoice used by the Invoices resource and the Payments resource. Use Payment Request when the full outstanding balance must be sent to Cashier Workbench, including field collection or a replacement payment after a refund. The action always uses the current full due amount and prevents duplicate pending requests.

Creating an order automatically creates one full-due payment request with a PQR display code. The manual Payment Request action uses the same service for later cases, such as a replacement request after a refund, and remains hidden while another request is pending. Cashiers resolve requests through the existing order row and Collect Payment modal, including the same single-payment, split-payment, finance-account, POS-machine, and receipt options. Partial collection keeps the request pending; collection of the full requested balance completes it.

The Settling Payment result in the Order Lifecycle Checklist shows the latest payment request code and current request status together with paid and due amounts. This keeps the order checklist, payment ledger, cashier queue, and activity trail aligned around the same request.

Managers have Create Custom Discount by default. To let another role or a single user (for example a receptionist) give discounts, grant Orders: Apply Custom (Special) Discount. You find it in the Orders section of the role or user permissions. Choose an amount or percentage, review the new total, and enter a required reason. Kashef records the requester, reason, original total, discount, and resulting total with a DSC audit code.

Applying the discount immediately updates the order and invoice totals. If a payment request is still pending, Kashef cancels it and creates a new request for the discounted due balance. If the discount makes the order overpaid, Kashef creates a pending refund request for the excess amount and reserves the refundable payment balance for Cashier Workbench. The discount audit code and reason stay internal; the patient invoice shows only the discount amount.

Use Request Refund when money must be returned. The Order Payment page and the Payments resource use the same refund modal and validation. Choose a full or partial refund, select every original payment transaction involved, enter the partial amount when needed, and provide a reason. When you start from one payment in the Payments resource, that payment is selected first, but you can still review the same transaction list for that order.

Submitting the modal does not move money or reduce the paid balance. It creates a pending request for Cashier Workbench. The cashier verifies the original payment split, chooses the real payout method and finance account, and then posts the refund. Pending requests reserve their requested balance so another request cannot claim the same amount.

The order header, order summary, payment page, invoices, receipts, payment requests, cashier workbench, and finance reports use the same finance summary. If a payment is refunded and the order is collected again through a payment request, the paid amount is the net collected balance after posted refunds and the due amount returns to zero when the replacement collection covers the full order total.

Editing an order

Choose Edit order from Actions on the order page to reopen the order form with everything filled in: the patient, doctor, tests, and visit details. Correct what you need and choose Save Changes. Saving replaces the order with a new order number.

Edit order is available only while the order has no payment, discount, or collected sample. Once any of these happen the button is disabled. To change tests at that point, use Amend Tests instead. If a payment or a sample collection is recorded while you are editing, saving is refused and the original order stays as it was.

Adding and removing ordered tests

Use Amend Tests to correct the selected tests or packages. Before any payment is collected, you can add tests. After a full or partial payment, create a separate order for additional tests; refunding the payment does not unlock additions to the original order.

You can remove a test only if its sample has never been collected or routed. Collection of another test's sample does not prevent removing an uncollected test. Rejecting a collected sample does not make its test removable. Paid orders show Tests to keep: uncheck an uncollected test to remove it; collected tests are locked. Keep at least one test, or use Cancel Order to end the whole order.

Review the updated summary, enter an amendment reason, and apply the change. Retained tests keep their original charges and captured details. Collected samples and their results are preserved. The amendment replaces only uncollected labels where a new specimen plan is needed; do not reuse a superseded label.

Kashef reapplies the existing discount, updates the invoice and outstanding payment request, and creates a pending refund request if the new total is below the net amount collected. The refund request covers only that overpayment. The cashier must review and post it before money is refunded. If a balance remains due, the payment request reflects the new balance. Removing the last outstanding test also rechecks order closure; the order completes only when the retained results are released and the other closure requirements are satisfied.

Every amendment has a sequential version. Kashef retains the operator, reason, tests and totals before and after, superseded labels, replacement labels, and timestamp in the audit trail. If another user changes the order while the amendment screen is open, reload the order and review the latest version before trying again.

Deleting or cancelling an order

A connected AI tool can preview the same end-of-order effects before an explicitly requested deletion or cancellation. Review all preview pages, including refundable payments and samples to store or remove. The tool must use that preview's current revision and offered action; if the order, its related records or your access changes, preview again. Cancellation requires a reason and can specify a future sample EOL and an active saving location in the order branch. A created refund request still needs to be processed through the cashier workflow; the tool does not pay it.

Open the order and select Delete Order or Cancel Order from Actions. Kashef picks the right one for you and the dialog lists exactly what will happen before you confirm.

Delete Order appears when nothing has happened yet: no payment was collected and no sample was collected. The order, its waiting samples, and any pending payment request are removed completely, so they disappear from every queue, including the Operations Workbench and Sample Collection. A reason is optional.

Cancel Order appears when the order has progress (a collected payment or a collected sample). The order is not deleted; it stays in Cancelled orders with its full history, and its order, sample, result, and payment workflows become read-only. Enter a specific reason. Kashef keeps the reason, operator, and time in the audit trail, and the order page shows a cancellation notice with the reason, refund, and stored samples.

When you cancel:

• Payments: the dialog lists every payment that will be refunded and the total. Kashef creates one full refund request; the cashier pays it back from Cashier Workbench. Pending payment requests are cancelled and an unpaid invoice is voided. Do not return money outside this refund workflow.
• Collected samples: they move to storage automatically with an end of life 24 hours from now. You can change Samples End of Life and optionally choose a Storage Location. After the end of life, dispose of them from Samples as usual.
• Samples waiting for collection: they are removed, because they will never be collected.
• Home visits that have not left the lab yet are cancelled.

Cancelled result pages remain available for traceability but hide entry, approval, release, print, and delivery controls. Do not cancel an order just to correct a test, payment, or sample mistake; correct the specific issue instead.

From the orders list you can select several orders and choose Delete selected. Only orders without progress are deleted; the others are skipped and must be cancelled from their order page.

Secure order attachments

The order view accepts PDF, JPEG, PNG, and WebP files up to 10 MB. Before upload, remove unrelated patient information, credentials, keys, tokens, and private material. Kashef detects the real file type and signature, generates the storage name, calculates a SHA-256 hash, stores the object privately, and keeps it quarantined until the safety scan passes. Pending, unsafe, failed, and legacy-unscanned files cannot be downloaded.

Each attachment shows its detected type, size, scan state, uploader, upload time, and retention review date. A clean file is served only through an authenticated, same-laboratory order authorization check with private no-store response headers. The default retention review is seven years after upload; follow the laboratory's approved retention and legal policy when a different period is required. Upload and scan evidence remains in the audit log.

Activity and audit trail

In Kashef Cloud, the order view groups related audit events into one operation summary. An Order Created entry can contain the order, samples, payment request, invoice, notifications, and field changes created by the same action. Each entry shows who did it, when, and a short summary of what else happened. Select View steps to see every step in order with old and new values, or Full audit log to open the Activity Log filtered to this order. In Local Kashef, select View Order Activities in Kashef Cloud to open the same order's activity history. Activity history is especially important for cancelled orders, requirement overrides, rejected samples, finance changes, and result corrections.

Every note added from the order view records the authenticated staff member and exact time. A multiline note remains one attributed entry. Older imported free-text notes may show Legacy note — author unavailable when no reliable original actor exists; do not treat that label as a current authenticated author.

Handoff guidance

Reception should use Orders to confirm patient and test setup. Cashier should use the payment link or cashier workbench for money. Collectors and technicians should move into Samples. Reviewers should move into Results. Managers should use the order view when they need the full context before approving an exception.

When training new staff, teach them not to solve every problem from the Orders list. The list tells them where to go next; the dedicated page contains the action that keeps the audit trail correct.