This guide covers Treez system workflows for medical sales and is intended to supplement your organization's internal procedures. It is not regulatory, legal, or compliance guidance.
Follow your organization's policies and applicable state requirements. Use this guide as a starting point for training staff on the Treez workflow for Illinois medical transactions. Your organization should add its own store-specific procedures, roles, and escalation requirements.
Before the First Medical Sale
Confirm the store is configured for medical transactions and the appropriate Metrc connection is active.
Confirm staff who will process medical transactions understand how to create and review medical customer profiles in Treez.
Train staff to treat any patient-license or allotment validation message as something to review before proceeding, not as a routine message to click through.
Create or Review the Customer Profile
Open the customer profile and designate the customer as Medical only when appropriate for that store and transaction.
Enter the patient/medical license number exactly as recognized in Metrc. Formatting matters, so verify the number rather than assuming an imported or previously entered value is correct.
If a customer shops at multiple locations, remember that customer profiles are store-specific in Treez. Updating a profile at one store does not automatically update the profile at another store.
Check In and Validate the Allotment
Check the patient in through the normal Treez workflow.
When Treez successfully validates the patient through Metrc, the check-in workflow should return the patient allotment. Review the returned information before adding the customer to the ticket.
If the patient information validates and the allotment is returned as expected, proceed with the normal medical sales workflow.
STOP & VERIFY: If Treez displays “Patient License Not Found” or otherwise cannot validate the patient, do not treat the default/manual allotment as confirmation that the medical credentials are valid.
If “Patient License Not Found” Appears
Pause the medical checkout workflow and verify the patient/license information against Metrc using your organization's established process.
Correct the patient license number in the Treez customer profile if needed, then check the patient in again.
If the license still cannot be validated, follow your organization's procedure for an unverified medical patient. Do not guess at the patient information or assume the sale will report correctly simply because Treez allows the workflow to continue.
If your organization elects to complete the transaction as adult-use instead, follow its internal procedures for doing so. Treez workflow guidance does not determine when an adult-use transaction is appropriate.
Metrc Connection or Availability Issues
A patient validation error and a Metrc availability/integration issue are not necessarily the same thing.
If Metrc or the integration is unavailable, follow your organization's established downtime procedure for validating and entering allotment information.
If you are unsure whether the issue is the patient record or the Metrc connection, capture the error and contact Treez Support before making repeated changes.
Complete the Sale
Once the patient and allotment have been validated, add the customer to the ticket and complete the sale using the normal Treez workflow.
Treez can enforce purchase limits based on the allotment available to the transaction. This protection depends on the patient/allotment information being accurate.
If Treez presents a purchase-limit stop, do not attempt to bypass it. Review the customer and transaction details according to your organization's procedures.
Review Metrc Reporting / Compliance Management
Use Compliance Management to review transactions that did not successfully report to Metrc.
Read the error and determine what requires correction before dismissing it. Dismissing an item acknowledges/removes the alert from the working queue; it does not itself correct the underlying Metrc reporting issue.
Some errors may be resubmitted from Treez. Other errors, including transactions tied to incorrect patient-license information, may require a different correction workflow or manual Metrc reporting. Contact Treez Support when the appropriate correction is unclear.
When to Stop and Escalate
What you see | Recommended Treez action |
Patient License Not Found | Verify the patient information before proceeding as medical. Correct the profile and retry check-in. |
Treez and Metrc show different informatio | Pause additional corrections. Capture the customer, transaction, package/product, expected value, actual value, and screenshots. |
Metrc submission error | Review the error in Compliance Management. Do not dismiss solely to clear the queue. |
Unsure which correction to make | Contact Treez Support before making repeated refunds, inventory adjustments, or Metrc submissions. |
Quick Staff Check: Before Completing a Medical Sale
Customer is set up correctly for this store and transaction.
Patient/license number is entered accurately.
Treez successfully validated the patient or staff followed the organization's approved exception/downtime process.
Returned allotment has been reviewed before adding to ticket.
No unresolved patient-license or purchase-limit warning is being ignored.
What to Include When Contacting Treez Support
Store name and Treez URL.
Customer name/ID and transaction or ticket information, when applicable.
Exact error message and screenshots.
What Treez shows versus what you expected to see.
Any troubleshooting or changes already made in Treez or Metrc.