Preserve both records
Keep the original order identifier and any separate refill or support reference. Record when the request was submitted and the evidence provided. If the panel offers no dedicated refill identifier, use the support ticket reference without inventing a new system status.
Confirm what submitted means
A submitted request may require eligibility review before acceptance. Ask which stage the current label represents and whether any additional information is needed. Do not report the remedy as delivered simply because a form accepted the request.
Close the follow-up explicitly
Record the final decision and any confirmed action. If the request is declined, retain the reason and compare it with the original terms. If it is accepted, use the documented completion evidence rather than assuming the original order's completed label proves the refill finished.
Decision checklist
| Decision | What to check |
|---|---|
| Original | Purchase identifier |
| Request | Follow-up reference |
| Outcome | Eligibility and completion decision |
Worked example
A hypothetical original order remains marked completed while refill ticket R-12 is under review. Those records describe different processes. The campaign log should show the completed purchase and the open coverage enquiry as separate items.
Example figures explain the decision; they are not current prices or promised results.