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Managing & monitoring orders

Learn how to track MSG portal orders, view fulfillment and shipping updates, respond to information requests, and get help with cancellations or delivery issues.

  • Open Orders. Review the live status: routed → received → in process → ready → shipped → delivered.

  • Review fulfillment path. Pharmacy orders transmit automatically. RUO orders are handled by MSG internal fulfillment.

  • Retrieve tracking. When available, the carrier and tracking number appear on the order page. Tracking email is available when notifications are enabled or manually sent by MSG.

  • Respond to requests. Answer an “info requested” prompt directly on the affected order.

  • Request help. Open a Support ticket for cancellation requests, shipping problems, access issues, or other exceptions.

Cancellation -  Clinic users do not directly cancel submitted orders. Ask MSG through Support; fulfillment determines whether the order can be declined, canceled, refunded, or credited.