A missing PO is one of the most common questions we get. Before reaching out, work through these checks:
Check your case status
Open the case and tap Show Full Status Track.
• If the order displays Review Delivery Order, the facility hasn't approved the case yet. A PO won't be issued until this step is complete. If it's been sitting here for several days, the facility's supply chain team may need a nudge.
• If the order displays Awaiting Rep Revisions, the case was rejected back to you. Read the rejection comment, make the correction, and resubmit. A PO won't be generated until the case is fully approved.
• If the order displays Enter PO Number / Awaiting Purchase Order, the case has been approved and the facility is processing the PO. This step is on their side — no action needed from you.
If the case appears fully approved
Even after approval there can be a short delay:
• For integrated facilities: PO generation is automated but depends on the facility's polling schedule. Orders approved late in the day may not show a PO until the following business day.
• Non-integrated facilities: The facility generates the PO manually and enters it into Helia. This can take a business day or two.
Tip: Our team has access to the same PO status view as you, so if a PO is pending there isn't additional information we can provide until it's been more than a few business days since approval. At that point, submit a ticket with the DO# and the approval date and we'll follow up with the facility on your behalf.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.