A missing PO is one of the most common questions we receive — and in most cases, the PO is simply still in progress. Before reaching out, use this guide to check where things stand and understand when escalation makes sense.
Step 1 — Check your case status first
Open the case and tap Show Full Status Track.
Review Delivery Order: The facility hasn't approved the case yet. A PO cannot be issued until the facility approves. No action needed from you at this stage.
Awaiting Rep Revisions: The case was rejected back to you. Read the rejection comment, make corrections, and resubmit. A PO won't come until the case is clean.
Enter PO Number / Awaiting Purchase Order: The case has been approved and the facility is actively processing the PO. This is normal — see timelines below.
Step 2 — Understand realistic PO timelines
PO generation speed depends on how the facility processes orders.
Integrated facilities (automated PO): The facility's ERP system generates the PO automatically after approval. This typically happens within a few hours, but orders approved late in the day may not generate a PO until the following business day.
Non-integrated facilities (manual PO entry): A team member at the facility manually generates the PO in their system and enters it into Helia. This can take one to two business days depending on their internal workload and process.
Step 3 — When to escalate
If a case shows Enter PO Number / Awaiting Purchase Order and several business days have passed since approval with no PO issued, that's when it makes sense to reach out.
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 several business days have passed since approval. At that point, submit a ticket by clicking the chat icon in the bottom right corner 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.