If you see a delivery order that appears to belong to a different facility, or a rep contacts you because their case shows the wrong location, here's what is likely happening and how to resolve it.
Why the wrong facility shows on an order
The most common cause is rep error at submission. Reps who service multiple facilities within the same health system sometimes select the wrong location — especially when facility names are similar or they are submitting multiple cases at once. Less commonly, it can indicate a configuration issue if your facility was recently added to Helia.
What to do if you see a case that doesn't match your facility
Do not approve it. Approving an order attributed to the wrong facility creates invoicing and reconciliation issues.
Reject the case with a clear comment — for example: "This case does not appear to be for our facility. Please verify the location and resubmit to the correct facility."
Tag the rep using @ in the activity feed so they are notified directly.
What the rep needs to do
The rep needs to delete the incorrectly submitted case and resubmit it to the correct facility. If they are having trouble locating the right facility in the app, they should submit a ticket by clicking the chat icon in the bottom right corner.
What to do if the issue looks like a configuration problem
If your facility's name or address appears incorrectly across multiple orders — not just a one-off rep error — submit a ticket by clicking the chat icon in the bottom right corner with your facility name, the correct address, and a DO# where the issue appears. Our team will review the setup.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.