Refills allow the client to receive the same item multiple times without having to consult a veterinarian. You can use a client's currently active refills on the client's page or on the consultation page. If an item is shared between clinics through the Pricing Tool, a refill created in one clinic can be used in another.
Note: In the UK, non-veterinarian users must be marked as SQP (Suitably Qualified Person), and medicines must be classified as POM-VPS, NFA-VPS, AVM-GSL, or OTC, for non-vets to create medicine refills. See Refill permissions for UK clinics (SQP).
Cross-Clinic Refill Usage
If your organization uses the Pricing Tool and has multiple clinic locations, refills created in one clinic can be dispensed at another as long as the same item is shared by main item ID. For example, a refill created at Clinic A can be dispensed at Clinic B, as long as both clinics have access to the same shared item. This feature may need to be enabled for your organization. If cross-clinic refill usage is not available, contact Provet support to have it enabled.
Note: The Pricing Tool is being replaced by the Pricing Hub. The concepts described in this article apply to both tools, though some steps may differ in the Pricing Hub.
Use Refills as a Counter Sale
The Refills panel on the right-hand side of the patient page shows all active refills for the patient. Each refill entry shows the item name, quantity, number of refills used and remaining, and the expiry date. If there are more refills than shown, select View more open refills to see the full list. You can also access refills from the Treatments tab on the patient page.
To renew or cancel a refill, select the three-dot button next to the refill and choose the relevant option from the drop-down menu.
Add a Refill to a Counter Sale
Find the client and patient and go to the patient page.
Select the shopping cart button in the Refills side panel or in the Refills section on the Treatments tab. The Add to invoice dialog opens.
Review the refill information:
The Quantity field shows the number of units or packages approved per refill.
The Refills field shows the total number of refills and how many remain. These fields are read-only.
In the Refills Used field, enter the number of refills you want to use. The number cannot exceed the remaining refills. For example, if 1 out of 3 refills has been used, you can use a maximum of 2.
Fill in any additional information. Previous instructions appear by default and can be edited if needed.
Select Add to Invoice.
Use Refills on the Consultation Page
Note: The new consultation page is being released during September 2026. You can switch between versions at any time from the top of the consultation page. This section covers how to use refills on both.
In the Treatment items section, open the refills:
New consultation page: select Refill.
Old consultation page: select Refills.
In the Refills dialog, a list of the patient's refills is shown. Use the filters to find the refill you want to use.
Select the plus button in the Actions column. A dialog named after the item type opens, with Refills Used pre-filled. Fill in the refill information.
Select Save.
The refill will now appear in the consultation's treatment items, marked with the number of refills left. It can be dispensed, invoiced, and documented as part of the current consultation. For more information, see Add Medicine, Food, and Supply Refills During a Consultation.
Required Permissions
The following user permissions must be enabled to renew or cancel refills. To view or edit permission groups, go to Settings > Users > Permission groups, and select the three-dot button on the permission group row, then select Permission settings.
Create refills outside consultation (write): Allows refills to be renewed and added without the need to start a consultation.
Cancel refills (write): Allows the user to cancel refills. Without this permission, users can add and renew refills but cannot cancel them.
Consultations and its items (read and write): Allows the user to view and edit the consultation page and refill items.
Invoices (read and write): Allows the user to view and edit the invoice page to handle refills on a counter sale.
Example:
A veterinarian who needs to renew, cancel, and add refills requires all four permissions.
A receptionist who only adds open refills requires only the Consultations and its items and Invoices permissions.
Refill permissions for UK clinics (SQP)
This section applies to UK clinics only and is controlled by a feature flag.
When the SQP feature is enabled, the ability to create medicine refills depends on the user's work role, SQP status, and the medicine classification. The following rules apply:
Non-medicine items (food, supplies): Refill access is controlled only by the refill permission. SQP status has no effect.
Users with no refill permission: Cannot create refills. This is unchanged.
Veterinarians with refill permission: Can refill all medicines, regardless of SQP status or medicine classification.
Non-veterinarians with refill permission and SQP status enabled: Can refill medicines classified as POM-VPS, NFA-VPS, AVM-GSL, or OTC only.
Non-veterinarians with refill permission but SQP status not enabled: Cannot create medicine refills.
Unclassified medicines
Unclassified medicines can only be refilled by veterinarians.
Prepare for the SQP change (UK)
Complete the following steps if your clinic has not classified its medicines yet:
Go through your item list and classify all medicines. Prioritize the classifications that SQP users are allowed to refill: POM-VPS, NFA-VPS, AVM-GSL, and OTC.
On each relevant non-veterinarian user's profile, enable the SQPs (Suitably Qualified Persons UK) field. See Create and manage user accounts.
Ensure that the relevant users have the Create refills outside consultation (write) permission in their permission group. Modify existing permission groups or create new ones as needed. See View and manage user permissions.