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How do I manage an unpriced order in SparrowHub?

This guide walks through how to price and complete an order when a customer submits an e-script that can't be priced automatically.

What are unpriced orders?

When a customer submits their e-script token(s) through your Scripts platform and an item can't be priced automatically, the order no longer comes to you by email. Instead, it now appears in SparrowHub as an unpaid order that needs your attention.

Inside the order you can see the tokens the customer entered and any entitlements they added, such as a Medicare number, concession card or Safety Net card. From there you can validate the entitlement, price the item, and send the customer a payment link.

Once the customer pays, the order appears in SparrowHub as a normal paid order, ready for processing.

How does it work?

  1. Customer submits their e-script: The customer enters their token(s) and any entitlements on your Scripts platform.
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  2. Order lands in SparrowHub: If an item can't be priced, the order appears as an unpaid order that requires your attention.
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  3. Review and price: Check the tokens and entitlements, validate the entitlement and price up each item.
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  4. Send a payment link: The customer receives a link to pay and choose delivery or Click & Collect.
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  5. Process as normal: Once paid, the order moves into Send > Open Orders > New Orders, ready for processing like any other paid order.
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Why we've made this change

  • Everything in one system: Unpriced orders sit alongside your other orders in SparrowHub, so nothing gets missed.

  • No more checking emails: You no longer need to monitor an inbox for scripts that couldn't be priced.

  • All the information in one place: Tokens and entitlements are attached to the order, so you have what you need to price it accurately.

  • Flexible pricing, order by order: You control the price of each order, giving you the flexibility to price in a way that suits your pharmacy and your customer.
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What does this look like for customers?

For your customer, submitting an unpriced script feels the same as submitting any other order. They enter their e-script token(s) and entitlements on the Scripts platform as usual.

The customer is informed of the next steps and to expect a payment link from your pharmacy. To keep the experience smooth, price the order and send the payment link promptly so it arrives when your customer expects it.

The video below walks through the customer's experience from start to finish.


Pricing an unpriced order

Step 1

In SparrowHub, go to Open Orders > New Orders

Unpaid orders will appear at the top of the queue

Navigate to [<a href="https://partner.sparrowhub.com.au/send/orders](https://partner.sparrowhub.com.au/send/orders)" rel="nofollow noopener noreferrer" target="_blank">https://partner.sparrowhub.com.au/send/orders](https://partner.sparrowhub.com.au/send/orders)</a>

Step 2

Press Price Items

Click "Price Items"

Step 3

Review the e-script token(s) and validate any entitlements the customer has submitted

Click "ConcessionConcession Card No.123 456 789ARemove Item"

Step 4

Enter the price for each item, based on the validated entitlement. Optionally you can also edit the other fields:

  • Barcode: Aligned with the barcode in your POS

  • Item Name: Name of the medication

  • Unit Price: The amount you want to charge for the medication

  • GST Free Item: Indicate whether the price charged to the customer excludes GST

  • Dimensions: Enter the approximate dimensions of the item for more accurate shipping quotes

Click "GST Free Item"

Step 5

Select whether Delivery/Click & Collect is required for this order

If you want to offer delivery options including Click & Collect to the customer, make sure this toggle is switched on. The customer will then be able to select their preferred delivery method when paying.

Click "No, this order is payment only"

Step 6

Review the order total and choose whether to send the payment link via SMS or email

Click the "Custom Message" field.

Step 7

The order will now be found within Open Orders > Pending Payment

Click "Pending Payment1"

Step 8

Once paid for, the order will automatically move to Open Orders > New Orders, ready to be processed like any other paid order

Click "New Orders1"

Frequently asked questions

Will I still receive an email for scripts that can't be priced?

No. Unpriced orders now come straight into SparrowHub as unpaid orders, so there's no need to check your inbox.

What information can I see on an unpriced order?

You can see the e-script token(s) the customer entered and any entitlements they added, giving you everything you need to price the order.

Can the customer enter multiple tokens within the one order?

Yes. A customer can add multiple items to their cart, each with their own entitlement and patient details.

Can I set my own price?

Yes. You price each order individually, so you have full control and flexibility on a per order basis.

How does the customer choose delivery or Click & Collect?

The customer chooses their preferred option when they open the payment link and pay for their order.

When does an unpriced order become a normal order?

As soon as the customer pays. The order then appears in Send > Open Orders > New Orders, ready for processing using your usual workflow.

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