Home Clients

Clients

By Customer Success Team
• 50 articles

How to Create a Recurring Order

Clients who consistently order the same products may elect to create a recurring order template. This prompts the Seed-to-Sale platform to auto-generate a new order from the template each month to correspond with the client's prescription periods. Required permission(s): order_create, client_read 1. In the Clients module,select a client. mceclip0.png 2. Open the Recurring Order tab. mceclip1.png 3. Set the recurring order's status to Enabled. mceclip2.png 4. Add an item to the order template. 1. Open the Select a Product drop-down menu, and select a product. mceclip3.png 2. Open the Select a SKU drop-down menu, and select a SKU. mceclip4.png 3. Enter the item quantity in the field provided. mceclip5.png 4. Click + Add to Order Template. The item and quantity selected will appear in the Order Template section. mceclip6.png 5. Repeat step 4 until the order template fulfills the prescription limit. A green checkmark will appear beside the Total Weight field in the Order Template section when the order meets the prescription limit. mceclip7.png - Limitations: - For prescription amounts of 0–150 grams per month, the order template must fulfill 100% of the patient's prescription. - For prescriptions higher than 150 but lower than 300 grams per month, 150 grams will be added to the order and the amount remaining on the prescription will be left available. - Prescriptions amounts of exactly 300 grams per month will have two identical 150-gram orders placed. 6. Click Save to save the recurring order. Each time the client's prescription is renewed, the Seed-to-Sale software will automatically create a new order using the order template. If the client wants to resume creating orders manually, the CSR can Disable the Recurring Order. Orders created through recurring order templates appear in the Recurring Orders tab in the **Orders**module.

Last updated on Feb 03, 2026

How to Add a Policy

When purchasing an order through the Client Portal or the Orders module, you can select an insurance policy for co-billing. Follow the steps below to configure a client's policy information. Required permission(s): client_read, policy_create 1. In the Clients module, select a client. mceclip0.png 2. Open the Policies tab. mceclip1.png 3. Click Add to open a new Policy page. mceclip2.png 4. Fill out the details of the policy in the fields provided in the Client Policy and Client Policy Limits sections. mceclip3.png - Client Policy ID: The policy's unique ID number. - Valid From and Valid To: The length of time for which the policy is valid. - Total Maximum Amount: The maximum amount, in dollars or grams, covered by the policy. The policy may also have unlimited coverage. - Time Period: Indicates the time period for the total amount limit to reset. This defaults to a 30-day prescription window. 5. Select the policy type. This identifies the policy provider. Upon selecting a policy type, the policy type's default settings will populate in the Policy Type Settings section. - Note*: If the policy is through a provider that's not listed in the Policy Type drop-down menu, visit the Settings tab to Add a New Policy Type.* mceclip4.png 6. If the client's policy coverage differs from the policy type's default settings, customize the policy. Customizing a policy severs its connection to the master policy type; any **Updates**to the policy type's settings will not affect the custom policy. 1. Click the Customize Policy for this Client slider bar to mark the policy as a custom policy. This unlocks the fields in the Policy Type Settings section. mceclip5.png 2. Adjust the fields in the Policy Type Settings section as necessary. mceclip6.png - Policy Enabled: Indicates whether the policy is enabled. - Global Policy: Indicates whether or not the policy is global. Global policies cover any and all products. A non-global policy will only cover a product if the policy type is selected in the product's Policies tab. - Provider Number: The policy provider's ID number. Upon generating a Policy Receipt, the document will pull the provider number from this field. - Percentage Discount: The percentage of the order cost covered by the policy. This coverage will cap at the value entered in the Total Maximum Amount field. - Shipping Covered: Indicates whether or not the policy also covers shipping costs. - Max Price per Gram Covered: The maximum price covered per gram of cannabis. - Discount Type: The category of discount under which the policy falls. Discount types contribute to accurate data collection on the Policy Usage Report, Policy Type Report, and Discount Report. - Visit the Discounts module to Add a New Discount Type. - Discount on Remaining Amount Owing: These fields describe the percentage of the remaining price–after policy coverage–the licence holder will cover, broken down by product type. Many licence holders offer additional coverage to clients with Veteran's Affairs Canada (VAC) policies. If the licence holder does not offer additional discounts, leave these fields at 0%. 7. Click Save to complete the new client policy. mceclip7.png Unless the client has a global policy, their policy coverage will only apply to products that have been marked as covered by that policy. Visit the Products module to Add Policy Coverage to a Product. When a client Places an Order and selects their policy for co-billing, the Customer Service Representative–or CSR–must Generate a Policy Receipt before shipping the order.

Last updated on Feb 03, 2026

Policies Tab – Client Profile

The Policies tab stores information on the client's medical insurance policies, which may cover some of the costs when filling prescriptions. When purchasing cannabis through the Client Portal or the Orders module, a client or Customer Service Representative can select a policy to apply to the order before entering payment information. Click Add to Add a New Policy. mceclip0.png Policy Page mceclip1.png Click on a policy to view or edit the Policy page. The Policy page specifies the conditions of the client's policy, including the length of time it is valid and the amount of coverage it provides. mceclip2.png The Policy page also identifies the policy's type. Policy Types are configured in the Settings tab, and upon choosing a policy type, the new client policy will populate with the policy type's default settings. If a CSR Updates a Policy Type, the change will be reflected in any client policies that use the policy type, unless the client policy has been customized. Custom policies will be unaffected by updates to the master policy type's settings. mceclip3.png Unless the client has a global policy, their policy will apply only to products that have been marked as covered by that policy. Visit the Products module to Add Policy Coverage to a Product. For information on other Client Profile tabs, visit the articles on Orders, Prescription Periods, Registrations, Medical Profile, Prescriptions, Credit Cards, Call Logs, Email Logs, Complaints, Sales Channels, and Recurring Order.

Last updated on Feb 03, 2026

Recurring Orders Tab – Client Profile

Through the Recurring Order tab, a Customer Service Representative–or CSR–can set up a template for a recurring order. If the client has a recurring order enabled, the Seed-to-Sale software will automatically create a new order each period the client's prescription is reset. The new order will be in the Open status, and a CSR can then make adjustments to the order before processing the client's payment. This is ideal for clients who consistently order the same products each prescription period. Fill in the fields provided to Create a New Recurring Order. mceclip0.png In order for the recurring order to process, its status must be set to Enabled. Please note that recurring orders must respect the following limitations: - For prescription amounts of 0–150 or 300 grams per month, the order template must fulfill 100% of the patient's prescription or 150 grams, whichever is lower. Prescriptions of 300 grams will have two identical 150-gram orders placed. - For prescriptions higher than 150 and lower than 300 grams per month, 150 grams will be added to the order and the amount remaining on the prescription will be left available. A recurring order depends on the inventory available when the client's prescription renews. If there is not enough product on-hand to fulfill the client's recurring order, a new order will not be created. If the client wants to resume placing orders manually, the CSR should Disable the Recurring Order. For information on other Client Profile tabs, visit the articles on Orders, Prescription Periods, Registrations, Medical Profile, Prescriptions, Credit Cards, Call Logs, Email Logs, Complaints, Policies, and Sales Channels.

Last updated on Feb 03, 2026

How to Renew a Registration

Once a client Submits a Registration Renewal through the Client Portal, their registration information updates in the Client's Profile, and the active registration will be set to the Renewal Verification status. A Customer Service Representative–or CSR–must review the changes, associate a new prescription with the registration, and Change the Registration's Status to Approved to enable the client to place orders once again. However, rather than submitting a registration renewal, the client may call in to renew their registration over the phone. If this happens, the CSR can renew the client's registration on their behalf. Required permission(s): client_read, client_update 1. In the Clients module, select a client. This opens the Client's Profile. mceclip0.png 2. Open the Registrations tab. mceclip1.png 3. Click Renew. This opens the New Renewal modal. mceclip2.png 4. Click Create Renewal. This opens a new registration page, populated with the client's most recent registration details. mceclip3.png 5. Click the mceclip4.png icon to unlock editing abilities. 6. Update the client's personal and contact information, as necessary. 7. Click Save.The registration status will be set to Renewal Verification. 8. Click the mceclip4.png icon to unlock editing abilities once again, and click Associate New to associate a prescription with the registration. mceclip5.png - If there are no available prescriptions, Add a New Prescription. 9. Once the registration has an associated prescription, change the registration's status to Approved. 10. Click Save once again. A Set Active button will appear in the top-right corner of the registration page. mceclip6.png 11. Click Set Active to set the registration as the active registration. mceclip7.png Once the registration has been renewed, the CSR should Generate and Download a Registration Renewal Confirmation Document and Send a Confirmation Email to the client. A CSR can also manually Amend a Client's Registration.

Last updated on Feb 03, 2026

How to Amend a Registration

Once a client Submits a Registration Amendment through the Client Portal, their registration information updates on the Client's Profile, and the registration will be set to the Amendment Verification status. A Customer Service Representative–or CSR–must review the changes and Change the Registration's Status to Approved so that the client can continue placing orders. However, rather than submitting a registration amendment form, the client may call in to report changes to their personal or contact information over the phone. If this happens, the CSR can amend the client's registration on their behalf. Required permission(s): client_read, client_update 1. In the Clients module, select a client. This opens the Client's Profile. mceclip0.png 2. Open the Registrations tab. mceclip1.png 3. Select and open the client's active registration. mceclip2.png 4. Click Amend. This opens the New Amendment modal. mceclip3.png 5. Click Create Amendment to begin the amendment workflow. mceclip4.png 6. Click the mceclip5.png icon to unlock editing abilities. 7. Make all necessary changes to the client's registration information. 8. Verify the changes and click Save. The registration will be set to the Amendment Verification status. 9. Click the mceclip6.png icon to again unlock editing abilities, and change the registration's status to Approved. mceclip7.png 10. Click Save to finalize the registration amendment. mceclip8.png Once the registration has been amended, the CSR should Generate and Download a Registration Amendment Confirmation Document and Send a Confirmation Email to the client. A CSR can also manually Renew a Client's Registration.

Last updated on Feb 03, 2026

How to Change a Client's Registration Status

A client's registration status updates automatically when a client amends or renews a registration, or when the client's prescription expires. However, a Customer Service Representative–or CSR–must also update the client's registration status as necessary. For example, the CSR must manually change a client's registration status to Approved before the client can place orders. Follow the steps below to manually change a client's registration status. Required permission(s): client_read, client_update 1. In the Clients module, select a client. This opens the Client's Profile. mceclip0.png 2. Open the Registrations tab. mceclip1.png 3. Select the active registration to open the Registration page. The registration's Personal Information sub-tab will be open by default. mceclip2.png 4. Click the mceclip3.png icon to unlock editing capabilities. 5. Open the Status drop-down menu, and select a status from the list. mceclip4.png - Lead: A new client in the system who has not submitted relevant documentation or referrals. - Pending Registration: An existing client in the system who has not submitted medical forms. - Pending Verification: An existing client who has submitted medical documentation and is awaiting internal validation. - Pending Amendment: An existing client in the system who must submit a registration amendment. - Amendment Verification: An existing client in the system who has submitted a registration amendment and is awaiting internal validation. - Renewal Verification: An existing client in the system who has submitted a registration renewal and is awaiting internal validation. - Approved: The client has been approved to purchase. - Refused: The client's application has been refused due to incomplete information, suspicion of false or misleading information, or another reason. - When refusing a client, a CSR must indicate the specific reason for the refusal. Learn more about How to Refuse a Client. - Disabled: An approved client that no longer places orders due to business reasons. - Expired: The client's prescription has expired. - Transferred: The client's registration has been transferred to another licensed seller. 6. Click Save to change the client's registration status. The client's registration must be Approved before the client can place orders. Visit the Client Registration Process Guide for more information. If the client's registration has expired or is about to expire, Request a Registration Renewal. If the client's registration has outdated information, Request a Registration Amendment.

Last updated on Feb 03, 2026

Prescriptions Tab – Client Profile

The Prescriptions tab tracks a client’s current and past prescriptions, with their active prescription highlighted in green. In order to be in the Approved status and permitted to place orders, the client must have an active prescription from a verified physician. The client can have only one active prescription at a time. mceclip0.png Click New to Add a Prescription. Click on a client's prescription to view or edit the Prescription Information, which specifies the client's diagnosis, the length of the prescription, and the cannabis products the client is permitted to purchase. Prescription Information mceclip1.png The Prescription Information section outlines the amount and types of cannabis the prescription allows the client to purchase. The selection of products available to the client depends on quantity and potency limitations of the prescription, as well as which Sales Channels the client is in. In this section, the Customer Service Representative–or CSR–entering the prescription can specify: - Diagnosis: The reason a patient has been prescribed cannabis. - Grams Per Day: Amount of cannabis allotted per day. - Length of Prescription (Day): How many days the prescription will be valid. - Note*: If the prescription was affected by the COVID-19 prescription extension feature, the Extended Prescription box will be checked. This indicates the prescription received a six month extension. This should only apply to prescriptions originally set to expire between March 13, 2020 and September 30, 2020.* - Date of Registration: The client's registration date. - Valid Until: The date after which the prescription expires. - THC and/or CBD range: The lower and upper limits of THC and/or CBD potency the client is permitted. Leaving the THC/CBD fields blank indicates that the client has no cannabinoid potency limitations. - Referral Code: The relevant referral code, if applicable. - MCR Registration Number: The client's Medical Cannabis Registry number. - VAC Policy Approved: If the prescription is through Veteran's Affairs Canada–or VAC–this checkbox indicates whether or not VAC has approved the prescription. - VAC Submission Date: The date on which the prescription was submitted for VAC approval. - VAC Confirmation Date: The date on which VAC approved the prescription. Plants or Seeds The Plants or Seeds section pertains only to clients who are permitted to grow cannabis plants at home as part of their prescription allowance. In this section, a CSR can specify: - Max Storage Quantity: The maximum total weight of all plants or seeds the client can have on their premises. - Production Area: Indicates whether the client can grow plants inside, outside, or both. - Max Indoor Plants: The maximum number of plants the client can grow inside. - Max Outdoor Plants: The maximum number of plants the client can grow outside. Physician mceclip2.png In the Physician section, the CSR can select the client's prescribing physician. The prescription must come from a physician who is authorized to prescribe cannabis. Click Find to select a physician. If the prescribing physician is not listed, Add a New Physician. Consultation Address mceclip3.png The Consultation Address section describes where the medical consultation to obtain the prescription took place. Since this is often the medical office of a physician, the Use Physician Address button will auto-fill the address of the physician selected in the Physiciansection. Verification mceclip4.png The prescription must be verified in the Verification section before the client is approved to purchase cannabis products. When entering a new prescription, the CSR must verify that the prescription is valid and that the selected physician is legally allowed to prescribe cannabis. The Seed-to-Sale software automatically tracks the date, time and user who completed the verification. Outdated or erroneous prescriptions can be deleted, disabled, or archived. Disabling a prescription allows the client to maintain their Approved status, but prevents them from placing any orders. For information on other Client Profile tabs, visit the articles on Orders, Prescription Periods, Registrations, Medical Profile, Credit Cards, Call Logs, Email Logs, Complaints, Policies, Sales Channels, and Recurring Order.

Last updated on Feb 03, 2026

How to Request a Registration Amendment

If a client's personal information changes, a Customer Service Representative–or CSR–should send a request to the client to amend their registration through the Client Portal. Required permission(s): client_read, client_update 1. In the Clients module, select a client. mceclip0.png 2. Open the Registrations tab. mceclip1.png 3. Click on the active registration–highlighted in green–to view more registration details. mceclip2.png 4. Click Amend to open the New Amendment modal. mceclip3.png - Note*: The Amend button will not appear if the registration is in the Lead, Pending Amendment, or Pending Registration status. If status is Pending Amendment, then the request has already been prompted. If the status is Pending Registration or Lead, then the system is waiting for a customer action and the registration can be edited.* 5. Select Request Amendment. Thisopens the Request Registration Amendment modal. mceclip4.png 6. Mark the fields to be amended by checking boxes in the Personal Information, Primary Address, and Mailing Address headings. 7. Add a short message describing the purpose of the amendment request in the field provided. 8. Click Request Amendment. This will send an email to the customer with instructions on how to submit their registration amendment. mceclip5.png Once the client has Submitted their Registration Amendment through the Client Portal, the information will be automatically updated in the Client's Profile. A CSR should verify the information and then Change the Client's Registration Status to Approved. Once the amendment is complete, a CSR can Generate and Download a Registration Amendment Confirmation Document and Send a Confirmation Email to the client.

Last updated on Feb 03, 2026

Registrations Tab – Client Profile

The Registrations tab displays the client's registration history. The client's active registration is highlighted in green. If the active registration has expired, or is about to expire, click Renew to Request a Registration Renewal or manually Create a Registration Renewal. mceclip0.png Registration Page Access detailed information on a specific registration by clicking on it. On the Registration page, a Customer Service Representative–or CSR–can view and edit the client's registration information. Click the mceclip1.png icon to unlock editing capability. The registration page splits into three sub-tabs: Personal Information, Caregivers, and Production for Own Purposes. Personal Information mceclip2.png Registration The status drop-down menu shows the client’s progression through the registration process. mceclip3.png - Lead: A new client in the system who has not submitted relevant documentation or referrals. - Pending Registration: An existing client in the system who has not submitted medical forms. - Pending Verification: An existing client who has submitted medical documentation and is awaiting internal validation. - Pending Amendment: An existing client in the system who must submit a registration amendment. - Amendment Verification: An existing client in the system who has submitted a registration amendment and is awaiting internal validation. - Renewal Verification: An existing client in the system who has submitted a registration renewal and is awaiting internal validation. - Approved: The client has been approved to purchase. - Refused: The client's application has been refused due to incomplete information, suspicion of false or misleading information, or another reason. - When refusing a client, a CSR must indicate the specific reason for the refusal. Learn more about How to Refuse a Client. - Disabled: An approved client that no longer places orders due to business reasons. - Expired: The client's prescription has expired. - Transferred: The client's registration has been transferred to another licensed seller. Each status can be associated with an email template that is automatically sent out once the status is changed. Residence and Mailing Address The registration page allows you to specify three unique address types: - Primary Residence: Where the client currently lives full-time. - Mailing Address: Entered only if different from the Primary Residence. - Establishment Information: An address that is not a private residence, such as a hostel or shelter. The CSR can select any of these addresses as the client's shipping address by checking one of the radio buttons in the Ship To section. mceclip4.png By default, there is a two-day delivery period. To override the default for a specific client, fill in the Estimated Days for Delivery field. Once the CSR has selected the shipping address, a green "Ship To" indicator will appear next to the selected address. mceclip5.png Caregivers Caregivers are individuals who have been authorized to place orders on the client's behalf. To add a caregiver after a registration has been completed, the client must submit an amendment or create a new registration. Products cannot be shipped to a caregiver's address as per Health Canada regulations, so the caregiver's address will not appear as a shipping address option. mceclip6.png Production for Own Purposes The Production for Own Purposes tab applies only to clients who are permitted to possess and grow cannabis plants for their personal use. A client of this type may register to receive an interim supply of cannabis while their personal plants propagate, or they may wish to purchase plants or seeds from a licence holder. Indicate this information in the Possession section. mceclip7.png The CSR must also input information about the client's Production Site and Storage Site–where the cannabis will be produced and stored, respectively. Click Use Primary Address or Use Production Site to automatically fill these fields. mceclip8.png For information on other Client Profile tabs, visit the articles on Orders, Medical Profile, Prescriptions, Credit Cards, Call Logs, Email Logs, Complaints, Policies, Sales Channels, and Recurring Order.

Last updated on Feb 03, 2026

Prescription Periods Tab – Client Profile

The Prescription Periods tab tracks the client's prescription periods for their current prescription. A prescription period is a 30-day period, the first of which begins on the anticipated day of delivery for the first order from a new prescription. Within each 30-day period the client has a gram allowance that they can use to order cannabis products. Once the client exhausts their gram allowance they must wait until the next prescription period before they can order more cannabis. The client must use up their allowance within each designated prescription period; unused grams do not carry over to the next prescription period. The client's prescription period resets every 30 days until their prescription expires. For instance, a year-long prescription will have 12 prescription periods. mceclip1.png The Prescription Periods tab displays the client's prescription periods in tabular format, with the active prescription period highlighted in green. The table lists high-level information about each prescription period, including: - Period No.: The prescription period's number. - Start Date: The prescription period's start date. - End Date: The prescription period's end date. - Allowance: The client's gram allowance for the prescription period. - Used: The number of grams the client has already used from the prescription period's allowance. - Available to Order: The number of grams the client is still able to order during the prescription period. - Orders: The total number of orders placed in the prescription period. Viewing Prescription Period Orders Click on a prescription period to open the Orders in Prescription Period # modal. The modal lists any orders the client has made during that prescription period, as well as how many grams each order has deducted from the client's allowance. Click on the Order ID link to navigate to the Order's Profile. mceclip2.png For information on other Client Profile tabs, visit the articles on Orders, Registrations, Medical Profile, Prescriptions, Credit Cards, Call Logs, Email Logs, Complaints, Policies, Sales Channels, and Recurring Order.

Last updated on Feb 03, 2026

AmpleCare

AmpleCare is a secure platform that allows clinics to connect directly with licence holders to register patients and send prescriptions electronically. Licence holders that work with AmpleCare clinics will have an AmpleCare tab in the Clients module. mceclip0.png Features and Benefits - Reduces human error and operating costs - Eliminates days of administrative work - Shortens patient wait times - Ensures accuracy by providing more control over information input while the platform’s internal checks prevent the submission of incomplete applications (e.g. missing signatures) - Operates on Amazon Web Services (AWS) - Compliant with all major Canadian and international security laws and regulations, including PIPEDA, CISPA, FERPA, GLBA, HIPAA, and HITECH AmpleCare Application Process After a patient receives their cannabis prescription from a qualified medical professional, the patient can register with their chosen licence holders through AmpleCare. AmpleCare will generate two documents for the application: the patient’s medical document and their registration application. AmpleCare can create legally-binding eSignatures for both patients and medical professionals or automatically add eSignatures that are in a clinic’s database. Once complete, the application is sent to the chosen licence holder in a secure one-way data transfer. A licence holder can, in turn, approve applications and quickly onboard patients with AmpleCare, as AmpleCare populates all necessary fields into their chosen Ample Organics environment. AmpleCare also enables a licence holder to automatically verify a prescription without having to call a clinic as long as the licence holder already has the prescribing medical professional’s eSignature on file. Each licence holder is responsible for reviewing all applications and verifying that the prescribing medical professional remains in good standing with their respective licensing board. Once a licence holder feels satisfied with an application, they can grant patients access to their eCommerce portal. Once a patient has received approval from their licence holder a Customer Service Representative–or CSR–can take a patient through the products available and make informed suggestions on which cannabis strains which may best address their ailments and concerns. This kind of guidance is invaluable to patients who have little knowledge of medical cannabis, helping them feel more confident when placing that essential first order, and giving them immediate access to their medication. If an licence holder receives a patient application through AmpleCare, a CSR must Review and Accept the Pending Submisson.

Last updated on Feb 03, 2026

How to Add a New Policy Type

When Adding a Policy, a Customer Service Representative–or CSR–indicates the policy provider by selecting a policy type. The policy type provides default policy settings, and from there, a CSR can adjust the policy's details as necessary. Any changes to a policy type's default settings will be reflected in any client policies that use the policy type. Required permission(s): client_read, policy_type_create 1. In the Clients module, open the Settings tab. mceclip0.png 2. Click the Policy Types sub-tab. mceclip2.png 3. Click New to open the New Policy Type page. mceclip3.png 4. Enter details of the new policy type in the fields provided. - Policy Type - Policy Type Name: The name of the policy or policy provider. mceclip4.png - Policy Details - Policy Enabled: Indicates whether or not the policy type is enabled. - Global Policy: Indicates whether or not the policy type describes a global policy. Global policies cover any and all products. A non-global policy will only cover a product if the policy type is selected in the product's Policies tab. - Provider Number: The policy provider's ID number. Upon generating a Policy Receipt, the document will pull the provider number from this field. - Percentage Discount: The percentage of the order cost covered by the policy type. - Shipping Covered: Indicates whether or not the policy type also covers shipping costs. mceclip5.png - Policy Limits Price Per Gram - Max Price per Gram Covered: The maximum price covered per gram of cannabis. - Discount Type: The category of discount under which the policy type falls. Discount types contribute to accurate data collection on the Policy Usage Report, Policy Type Report, and Discount Report. - Visit the Discounts module to Add a New Discount Type. - Discount on Remaining Amount Owing: These fields describe the percentage of the remaining price–after policy coverage–the licence holder will cover, broken down by product type. If the licence holder does not offer additional discounts, leave these fields at 0%. mceclip5.png 5. Click Save to add the new policy type to the list. The new policy type will appear as an option when Adding a New Policy in the Policies tab. mceclip6.png From the Clients Settings tab, a CSR can also Add a New Referral Code, Add a New Call Log Reason,or Add a New Language.

Last updated on Feb 03, 2026

Clients Settings

The Clients Settings tab hosts options to customize the Clients module to better suit the needs of your clientele. The Settings tab splits into four sub-tabs: Referral Codes, Call Log Reasons, Policy Types, and Languages. mceclip0.png Referral Codes The Referral Codes sub-tab displays all referral codes saved to the licence holder's system. A Customer Service Representative–or CSR–may select a referral code as part of the process of Adding a New Client, to indicate a client's referral source to the licence holder. mceclip1.png Click New to Add a New Referral Code. Call Log Reasons The Call Log Reasons sub-tab displays all call log reasons saved to the licence holder's system. A CSR selects a call log reason as part of the process of Creating a Call Log. mceclip3.png Click New to Add a New Call Log Reason. Click the icon to archive a call log reason. Archived reasons cannot be restored. Policy Types The Policy Types sub-tab displays all policy types–or policy providers–saved to the licence holder's system, and lists the number of active clients who use a policy of each type. A CSR selects a policy type as part of the process of Adding a Policy for a client. The policy type provides default policy settings, including the percentage of an order's total cost covered by the policy and any additional discounts the licence holder provides per product type. Any changes to a policy type's default settings will be reflected in any client policies that use the policy type, except policies that have been customized and do not reference the default settings. mceclip4.png Click New to Add a New Policy Type. Select a policy type to Update the Policy Type. Languages The Languages sub-tab displays all languages saved to a licence holder's system. A CSR selects a language as part of the process of Adding a New Client to indicate the client's preferred language. mceclip5.png Click Add Language to Add a New Language. For more settings and options, visit the Settings module.

Last updated on Feb 03, 2026

How to Update a Policy Type

If a policy provider updates their coverage details, a Customer Service Representative–or CSR–should update the policy type's default settings. Any updates to a policy type's default settings will be reflected in any client policies that use the policy type, which saves the customer support team from updating every policy individually. Custom policies, however, will not be affected by updates to the master policy type. Required permission(s): client_read, policy_type_update 1. In the Clients module, open the Settings tab. mceclip0.png 2. Click the Policy Types sub-tab. mceclip2.png 3. Select a policy type. mceclip3.png 4. Adjust the policy type's information as necessary. - Policy Type - Policy Type Name: The name of the policy or policy provider. mceclip4.png - Policy Details - Policy Enabled: Indicates whether or not the policy type is enabled. - Global Policy: Indicates whether or not the policy type describes a global policy. Global policies cover any and all products. A non-global policy will only cover a product if the policy type is selected in the product's Policies tab. - Provider Number: The policy provider's ID number. Upon generating a Policy Receipt, the document will pull the provider number from this field. - Percentage Discount: The percentage of the order cost covered by the policy type. - Shipping Covered: Indicates whether or not the policy type also covers shipping costs. mceclip5.png - Policy Limits Price Per Gram - Max Price per Gram Covered: The maximum price covered per gram of cannabis. - Discount Type: The category of discount under which the policy type falls. Discount types contribute to accurate data collection on the Policy Usage Report, Policy Type Report, and Discount Report. - Visit the Discounts module to Add a New Discount Type. - Discount on Remaining Amount Owing: These fields describe the percentage of the remaining price–after policy coverage–the licence holder will cover, broken down by product type. If the licence holder does not offer additional discounts, leave these fields at 0%. mceclip5.png 5. Click Save. This summons a modal listing all client policies that will be affected by the update. mceclip6.png 6. If everything is in order, click Save to update the policy type. This will also update any client policies that use the policy type, except for custom policies. mceclip7.png Visit the Policies tab in a Client's Profile to Add a New Policy.

Last updated on Feb 03, 2026

How to Add a New Physician – Client Profile

When Adding a New Prescription, a Customer Service Representative–or CSR–may need to enter information for a prescribing physician who is not yet added to their system. Rather than exiting the Clients module, the CSR can add a new physician directly from the Prescription page. Required permission(s): client_read, physician_create, physician_read 1. In the Clients module, select a client. mceclip0.png 2. Open the Prescriptions tab. mceclip1.png 3. Select an existing prescription or click New to Add a New Prescription. Either way, this opens a Prescription page. mceclip2.png 4. Scroll down to the Physician section, and click Find.This opens the Find Physician modal. mceclip3.png 5. Click New to open a new physician form. mceclip4.png 6. Fill out the required fields in the Personal Information and Business Information sections. mceclip5.png 7. Click Validate Address to confirm that the physician's business address exists. 8. Verify the physician. mceclip6.png 1. Follow the link in the Verification section to the Provincial College of Physicians website, and make sure the physician is listed there. 2. Enter the date and time of the verification in the field provided. 3. Click the checkbox indicating that the physician is legally allowed to prescribe cannabis. 9. Click Save to add the physician. You can also Add a Physician in the Medical Settings Module. Adding a valid prescription from a verified physician is an essential step in enabling a client to place orders. For more information, visit the Client Registration Process Guide.

Last updated on Feb 03, 2026

Client Profile

A Client Profile contains detailed information on a specific client, including their registration information, prescription information, credit card details, and insurance policies. Access a Client Profile by selecting a client from the Clients module dashboard. mceclip0.png A Client Profile splits into 13 tabs: Overview, Orders, Prescription Periods, Registrations, Medical Profile, Prescriptions, Credit Cards, Call Logs, Email Logs, Complaints, Policies, Sales Channels, and Recurring Order. Opening a a Client Profile opens the client's Overview tab opens by default. Overview Tab mceclip1.png The Overview tab provides a high-level summary of the client's registration status, prescription information, and order history. The Seed-to-Sale software tracks these important fields using a stoplight colour system, also known as Red-Amber-Green (RAG) status: - Fields in green are approved/valid. - Fields in yellow require attention. - Fields in red have been canceled, disabled, and/or require attention. From the Overview section, you can Login to the Client Portal as the Patient, Send a Password Reset Email to the Patient, or Disable/Enable the client. Notes mceclip2.png In the Notes section, click New to Create a Note about the client. This is helpful if a client has special needs to accommodate. For example, a deaf or hard-of-hearing client may be unable to communicate by telephone, so a CSR should add a note to indicate that this client prefers to communicate through email. Documents mceclip3.png In the Documentssection, click Generate to generate a Confirmation of Registration Document, a Confirmation of Registration Amendment Document, or a Confirmation of Registration Renewal Document. Click New to upload a new document. Navigate back to the Clients module dashboard to Add a New Client.

Last updated on Feb 03, 2026

Clients Module

The Clients module allows Customer Service Representatives–also known as CSRs–to manage all functions and information related to clients, including registrations, prescription and policy details, feedback, and order records. The Clients module splits into two tabs: Clients and Settings. Opening the Clients module brings a CSR to the Clients Dashboard. Dashboard mceclip1.png The Clients dashboard provides a menu of dashboard metrics that summarize the total number of clients, as well and the number of clients in each registration status, and the number of clients who have active prescriptions. Below the dashboard metrics is a high-level index of all clients saved to the licence holder's system. Sort this list using any one of several fields: - Client ID:Sorts by client ID numbers. - First Name:Sorts clients by first name. - Last Name:Sorts clients by last name. - Preferred Name:Sorts clients by preferred name, if applicable. - Email: Sorts clients by email address. - Status:Sorts clients by registration status. - DOB:Sorts clients by date of birth. - Days in Status:Sorts clients by the number of days in their current registration status. - Phone Number: Sorts clients by phone number. mceclip2.png CSRs can also filter the list using the options above the client index. Select a status from the Status drop-down menu to view only clients of a particular registration status, click the Show Archived radio button to view archived clients, or use the Search bar to enter specific search criteria. Click New to Add a New Client. Select a client from the index to open the Client's Profile. Open the Settings tab to customize options in the Clients module to better suit the needs of the facility's clientele. Licence holders who work with AmpleCare clinics access physician-submitted registrations through the Clients module.

Last updated on Feb 03, 2026

How to Accept Pending AmpleCare Submissions

If a licence holder receives an AmpleCare submission, a Customer Service Representative–or CSR–must review and accept the submission to create/update the patient's information and enable the patient to order cannabis. Required permission(s): ample_care_read, ample_care_create, ample_care_update 1. From the Clients Module, open the AmpleCare tab to display a list of pending AmpleCare submissions. mceclip0.png 2. Locate and select a pending AmpleCare submission. mceclip1.png 3. Link the AmpleCare submission to an existing patient, or create a new patient by importing the patient's information from the AmpleCare submission. Please note that selecting an existing patient will replace any existing data with the data from the AmpleCare submission. - If the patient does not already exist in the Seed-to-Sale software: 1. Click Import from AmpleCare. The button will update to include a green checkmark once the information has been imported. mceclip2.png - If the patient already exists in the Seed-to-Sale software: 1. Click the Find Existing Patient button. This opens a Find Patient modal. - Note*: The Search textbox will auto-populate with the name on the AmpleCare Submission.* mceclip3.png 2. Select an existing patient. The Use Existing Patient button will update to include a green checkmark once a client is selected. mceclip4.png 4. Click Continue to advance to the Review Client Info step. mceclip5.png 5. Review the client's registration information to ensure that the correct information is present and then click Continue to advance to the Link/Create Physician step. mceclip6.png 6. Link the AmpleCare submission to an existing physician, or create a new physician by importing the physician's information from the submission. - If the physician does not already exist in the Seed-to-Sale software: 1. Click Import from AmpleCare.The button will update to include a green checkmark once the information has been imported. mceclip7.png - If the physician already exists in the Seed-to-Sale software: 1. Click the Find Existing Physician button. This opens a Find Physician modal. - Note*: The Search textbox will auto-populate with the physician name on the AmpleCare Submission.* mceclip8.png 2. Select the existing physician from the list of physicians. Ensure that the physician is the same physician from the AmpleCare submission. Once the physician is selected, the Use Existing Physician button will update to include a green checkmark. mceclip9.png 7. Click Continue to advance to the Verify Physician step. mceclip11.png 8. Ensure the physician is eligible to prescribe cannabis before verifying the physician. - If the prescribing physician's data was imported from AmpleCare: 1. Call the clinic that employs the physician to verify that the prescription is valid and that the physician is legally allowed to prescribe cannabis. 2. Once the physician and prescription have been verified, Click the I have verified that this prescription is valid radio button and the I have verified that this physician is legally allowed to prescribe cannabis radio button. mceclip12.png 3. Click the Continue button to advance to the Review Prescription step of the process. mceclip13.png - If the physician already existed in the Seed-to-Sale software: 1. If there is an older prescription from the existing physician, download the older prescription and the New Prescription PDF to compare signatures, or contact the employing clinic to verify that the prescription is valid and the physician is legally allowed to prescribe cannabis. mceclip10.png 2. Once the physician and prescription have been verified, Click the I have verified that this prescription is valid radio button and the I have verified that this physician is legally allowed to prescribe cannabis radio button. mceclip14.png 9. Click Continue to advance to the Review Prescription step. mceclip15.png 10. Review the prescription information to ensure that the correct information is present and click the Continue button to advance to the Review step. mceclip16.png 11. Click Accept button to accept the AmpleCare submission. This will create a new client entry or update the existing entry with new information. mceclip17.png Learn more about AmpleCare.

Last updated on Feb 03, 2026

How to Add a Prescription

A client must have an active prescription before a Customer Service Representative–or CSR–can approve them to purchase cannabis products. Follow the steps below to add a new prescription. Required permission(s) client_read, physician_read, client_create 1. In the Clients module, select a client. This opens the Client's Profile. mceclip0.png 2. Open the Prescriptions tab. mceclip1.png 3. Click New. This opens a new Prescription page. mceclip2.png 4. Enter details of the prescription in the fields provided in the Prescription Information section. mceclip8.png - Diagnosis: The reason the patient has been prescribed cannabis. - Grams Per Day: The amount of cannabis allotted per day. - Length of Prescription (Days): How many days the prescription will be in effect. This is automatically populated when the Registration and Valid Unit dates are filled in. - Note*: If the prescription was affected COVID-19 extension, check the Extended Prescription box below the field. This only applies to prescriptions set to expire between March 13, 2020 and September 30, 2020.* - Date of Registration: The client's registration date. - Valid Until: The date on which the prescription expires. - THC and/or CBD range: The lower and upper limits of THC and/or CBD potency the client is permitted. Leaving the THC/CBD fields blank indicates that the client has no cannabinoid potency limitations. - Referral Code: The relevant referral code, if applicable. - MCR Registration Number: The client's Medical Cannabis Registry number. - VAC Policy Approved: If the prescription is through Veteran's Affairs Canada-or VAC-this checkbox indicates whether or not VAC has approved the prescription. - VAC Submission Date: The date on which the prescription was submitted for VAC approval. - VAC Confirmation Date: The date on which VAC approved the prescription. 5. If the client's prescription allows them to purchase and possess cannabis plants and seeds, fill out the fields in the Plants or Seeds section. Otherwise, leave this section blank. - Max Storage Quantity: The maximum total weight, in grams, of cannabis a client can store at any given time. - Production Area: Indicates whether the client can grow plants inside, outside, or both. - Max Indoor Plants: The maximum number of plants the client can grow inside. - Max Outdoor Plants: The maximum number of plants the client can grow outside. 6. Select the prescribing physician. 1. Scroll down to the Physician section, and click Find.This opens the Find Physician modal. mceclip4.png 2. Click the client's physician to select them. If the client's prescribing physician does not appear on the Find Physician modal, click New to Add a New Physician. mceclip5.png 7. Enter information about the consultation address in the fields provided in the Consultation Address section. If the medical consultation took place at the physician's clinic, click Use Physician Address to auto-fill this section with the physician's address. mceclip6.png 8. Verify the prescription and physician in the Verification section. 9. Click Save to add the prescription. mceclip9.png 10. *Optional Step*: Upload a scanned copy of the client’s Certificate of Registration in the prescription's Documents section. mceclip10.png Visit the Policies tab to Add a Policy. Visit the Prescription Periods tab to view the client's prescription periods. Adding a valid prescription is an essential step in approving a client to place orders. For more information, visit the Client Registration Process Guide.

Last updated on Feb 03, 2026