Respond to Pharmacy Requests on the Mobile App

What are pharmacy requests?

Pharmacy requests allow your patient’s pharmacist to request prescription changes, renewals, or prior authorizations at the touch of a button—no more time-consuming phone calls!

Responding to requests directly from RXNT streamlines communication with your patient’s favorite dispensing pharmacies.

 Are you still receiving phone calls and faxes from pharmacies for renewal or change requests?

Make sure your pharmacist knows that RXNT is ready to receive requests directly!

Types of requests

Renewal Requests

The patient has requested a new prescription for their existing medication.

RxChange Requests

Generic substitution
A brand name medication was prescribed, but the pharmacist or patient would like to use an available generic medication.
Prior authorization required
Electronic prior authorization (ePA) is needed before the medication can be dispensed.
Therapeutic interchange/substitution
An alternative medication is requested by the pharmacist, including a change in the days supply or quantity for the original prescription.
Drug use evaluation (DUE)
The pharmacist requires the provider to review and confirm whether the prescribed medication is appropriate for the patient.
Script clarification
The pharmacist needs clarification on the prescription in order to dispense.
Out of stock
The original prescription is out of stock at the pharmacy.
Prescriber authorization
Prescriber authorization is needed for the pharmacist to dispense the prescription.

 A pharmacy can send a change request for a controlled substance even if you are not enrolled in Electronic Prescribing for Controlled Substances (EPCS). Simply deny these requests, and follow up with a written or phoned prescription order.

Duplicate patients

When a pharmacy sends a pharmacy request for a patient (renewal or rxchange requests), it is possible a duplicate patient chart will be created. To avoid this, the demographic data the pharmacy has and you have listed in your RXNT account must be an exact match for that patient. If there is not an exact match, the system will create a new patient chart by default to prevent the wrong patient pharmacy requests from going into the wrong account. This could be as simple as the pharmacy having an old address for that patient, and the provider having a new address in RXNT.

When this occurs, the new chart created by the pharmacy request displays the demographics in all capital letters. 

The demographic fields ran through the patient matching algorithm include:

  • Address
  • Name
  • Birthdate
  • Phone number
  • Gender


To resolve this, ensure that the pharmacy has the same information listed for the patient that the practice does within RXNT. To remove duplicate charts, run a deduplication report to initiate a merge.

Responding to a request

Review the request

Tap the Pharmacy Requests tab on the home screen to view your requests. The type of request will be indicated below the prescription details.

Changes from the pharmacy will be displayed. Evaluate the request and approve, change, or deny it.


Approve the request

Select the requests you'd like to approve, then tap Approve


If the pharmacy includes multiple alternatives, select More Options to see other proposed medications.


Select your desired medication, then click Approve.


 NCPDP 2017071 and Surescripts require that up to nine medication alternatives be displayed for change requests. These alternatives may or may not display in order of formulary preference.

Approve with changes

Tap the arrows, then select Edit Rx from the three dots in the upper right-hand corner.

 Change requests for prescriber authorization or prior authorization cannot be edited.



Make all desired changes, then tap Update.


Review the changes that you made, then tap Send


Deny the request

Select the requests you'd like to deny, then tap Void.

 If you'd like to deny a request, simply void it. Don't cancel the prescription—canceling is only used to stop the pharmacy from filling the original prescription.


Prior authorization requests

Approving a prior authorization request will automatically initiate electronic prior authorization (ePA) for the pharmacy benefit manager (PBM) or payer.


The status of the prior authorization can be found by logging into the desktop version of RXNT, then navigating to the ePA Worklist from the utilities menu.


Manage RxChange requests

RxChange requests that don't receive a response from the provider create rework, erode trust in the RxChange transaction, and disrupt the patient experience. These disruptions can include delayed therapy, patient frustration and confusion, and manual workarounds that include calls and faxes between pharmacies and providers and their staff.

Click here to learn more about this service. 

Disabled RxChange requests

As of November 2023, Surescripts—the e-prescription network and health information exchange—implemented changes designed to reduce the number of RxChange requests that do not receive a corresponding response.

Any provider who has been enabled for RxChange for at least 60 days and who received 10 or more pharmacy requests will be disabled if they have not responded within a 30-day period. The RxChange service can be re-enabled upon request, however it will not be a permanent enablement. To prevent being disabled again, ongoing engagement is required.

Enable RxChange requests

If you need to be re-enabled for RxChange requests, please contact Customer Support at 800-943-7968, option 1, or email

To avoid this interruption to service, be sure to respond to RxChange requests in your workflow and save your practice time and effort.

Still need help? Contact us!

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