This article provides detailed guidance for lab users on how to review and then accept or reject cases submitted by clinics or dentists on the Smile Genius Platform. It also explains the implications of each action and the required steps to ensure clear communication and efficient case handling.
Overview
When a clinic or dentist submits a case to your lab, it requires your review before processing can begin. As a lab user, you have two options:
Accept the Case - confirms that your lab is ready to proceed with the case as submitted.
Reject the Case - sends the case back to the clinic/dentist with a documented reason for rejection.
Important:
Acceptance or rejection applies to the entire case, not to individual orders or services within the case.
Once a case is accepted, it becomes locked and can no longer be edited by the clinic or dentist.
When Does a Case Require Action?
A case requires action when:
It has been submitted by a clinic or dentist.
Its status is Received.
Accessing the Case
Log in to the Smile Genius Platform using your lab credentials.
Navigate to the Cases / Orders section from the dashboard.
Locate the case that requires review.
Click on the case to open the Case Details view.
Reviewing Case Details (Before Action)
Before accepting or rejecting a case, carefully review:
Patient details
Dentist on record
Requested services
Prescription questions and responses
Case instructions
Scan delivery method
Uploaded files (3D scans, images, or supporting documents)
Delivery due dates
Best Practice: Ensure all required information and files are present and clinically sufficient before accepting the case.
Accepting a Case
Accept a case when all information is complete, and your lab is ready to proceed.
Step-by-Step: Accept Case
Open the relevant Case Details page.
Click the Accept Case button.
A confirmation dialog will appear.
Click Yes to confirm acceptance.
What Happens After Acceptance?
The case status updates to In Production.
The clinic and dentist can no longer edit the case.
The case moves forward into your lab’s production workflow.
Rejecting a Case
Reject a case if required information is missing, files are incorrect, or the case cannot be processed as submitted.
Common Reasons for Rejection
Incomplete or missing prescription details
Incorrect or unreadable scan files
Unsupported service or material request
Invalid delivery timeline
Other clinical or technical issues
Step-by-Step: Reject Case
Open the Case Details page.
Click the Reject Case button.
Select a Reason for Rejection from the dropdown list (mandatory).
(Optional) Upload a supporting file:
Example: screenshot of scan issue, annotated image, or reference document.
Submit the rejection.
What Happens After Rejection?
The case status updates to Rejected.
The clinic and dentist receive:
An email notification, and
An in-portal notification explaining that the case was rejected.
The selected rejection reason (and uploaded file, if any) is visible to the clinic/dentist.
The clinic or dentist may revise and resubmit the case as per the platform workflow.
Key Rules & Limitations
Labs can only accept or reject the entire case.
Individual services or orders within a case cannot be accepted or rejected separately.
Once accepted, the case is locked for clinics and dentists.
Rejection always requires a reason; optional documentation improves clarity and reduces rework.
Best Practices for Lab Users
Review cases promptly to avoid treatment delays.
Use clear and accurate rejection reasons to guide clinics on corrections.
Upload supporting files whenever possible to minimize back-and-forth communication.
Confirm internal capacity and timelines before accepting a case.
Troubleshooting & FAQs
Q1. I don’t see the Accept or Reject buttons. Why?
The case may already be accepted or rejected.
You may not have the required permissions.
Q2. Can I reverse an accepted case?
No. Once accepted, the case cannot be reverted within the platform.
Q3. Can I partially accept a case with multiple services?
No. Acceptance or rejection applies to the entire case only.
Q4. Will the clinic be notified immediately after rejection?
Yes. Notifications are sent instantly via email and in-portal alerts.
Key Takeaways
Every submitted case must be accepted or rejected by the lab.
Acceptance locks the case for clinics and dentists.
Rejection requires a documented reason and triggers immediate notifications.
Clear communication at this stage ensures smoother downstream processing.
This structured accept/reject workflow protects both labs and clinics by ensuring cases only proceed when all requirements are met.