Not all rejections come from a facility reviewer. For suppliers that are integrated with Helia, there is an automated system that checks cases for certain conditions before they reach the facility — and if something doesn't pass that check, the case is automatically sent back to you. If you're unsure whether your supplier is integrated, this article still applies if you're seeing a rejection that doesn't include a facility reviewer comment.
This is different from a facility rejection. If your case was auto-rejected, a person at the facility did not review it — the system flagged it first.
Common reasons automation rejects a case
An item on the case is missing from the order or doesn't match what was expected.
An item is flagged as off-contract and requires review before the case can proceed.
Pricing on an item doesn't match the contract data on file.
A required field or code is missing.
How to handle an auto-rejected case
Open the rejected case.
Read the rejection comment carefully — it will describe what the system flagged.
Make the correction — this may involve adding a missing item, deleting and re-adding an item so updated pricing populates, or adding a required code.
Tap Submit to send the case back through the workflow.
What if the rejection comment doesn't make sense?
If automation flagged something you believe is correct, do not keep resubmitting without understanding why. Submit a ticket by clicking the chat icon in the bottom right corner with the DO# and the rejection comment and our team will investigate.
Note: Auto-rejections are not a reflection of your submission quality — they are system-level checks designed to catch issues before the facility sees the order. Addressing them quickly keeps your case moving.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.