Hi! I understand that patients are reporting that when they send in refills through the RxLocal app, those refill requests aren't showing up on your end. Let’s get this sorted out for you.

First, to help narrow this down:

1. Are you seeing no refill requests at all, or are some showing up while others don't?
2. Is this issue happening with refills from all patients or just specific ones?
3. Have you checked the app's notification or refill request inbox within your pharmacy's RxLocal interface to confirm if the requests are missing there?
4. Have you recently updated the RxLocal software or app on your device?

Meanwhile, here are a few steps you can try to troubleshoot the issue:

Step 1: Confirm Patients Are Using the Latest App Version
Sometimes older versions of the app may have issues sending refill requests properly. Encourage patients to update their RxLocal app to the latest version available on the App Store or Google Play.

Step 2: Check Pharmacy's RxLocal Portal or System
Log into the pharmacy’s RxLocal dashboard or software where refill requests are received. Verify if refill requests from patients are being queued or if there is a filter preventing display.

Step 3: Verify Network Connectivity and Sync
Ensure your pharmacy's system has a stable internet connection and that RxLocal software is syncing correctly with the central database. A syncing issue can cause new refill requests to not appear.

Step 4: Ask Patients to Re-send a Refill Request
Try having a patient send a refill request again while you monitor the system. See if this new request arrives or if it still doesn’t show up.

Step 5: Alternative Refill Request Methods
While troubleshooting, you can also remind patients they can request refills via the pharmacy’s website or by calling, as a temporary workaround.

If after these checks the problem still persists, there are known situations where RxLocal app refill requests do not transmit properly due to system issues—some pharmacies have posted notices advising patients to call instead3. If that's the case, it might be worth contacting RxLocal support directly for your pharmacy’s account to check for any known outages or system bugs affecting refill transmissions.

Does this make sense so far? If you can update me on any of the points above or what you observe, I’ll guide you further. I want to make sure refill requests are showing up correctly for you.