How to Cancel an Order
Canceling an order involves a few key steps to ensure everything is handled correctly with external partners, like physician groups and pharmacies. This guide will walk you through the necessary actions to cancel an order properly.
Navigate to the Orders page, open the order you need to cancel, and look for a Master ID. If one exists, send it to the physician group with a message requesting to cancel the order.
Check if the order is in Awaiting Shipment status. In this case, you may also need to contact the pharmacy directly and request that the shipment be cancelled.
Manually change the order’s status to Cancelled using the status dropdown menu.
Select Stripe, located in the top right corner of the screen, to directly access the transaction and process the refund, if necessary.
If a workflow is configured to trigger on this status change, an email may be sent to the patient as soon as the order status is updated to Cancelled. You can confirm this setup by checking your configured workflows.
Next Steps
Now that you know how to cancel an order, you can explore these related guides to learn more about managing orders and workflows.
Manage an Order from Start to Finish: Get an overview of how to monitor an order’s automated journey from start to finish.
Fulfillment Delays or Integration Errors: Learn how to troubleshoot orders that are stuck with the pharmacy due to integration errors.
Missing or Incomplete Order Information: Find out how to resolve orders that are stuck because of missing patient or payment information.
How to Build a Workflow to Send an Email: Follow a step-by-step guide to create a workflow that automatically sends an email, such as a cancellation notice.
How to Create Email Templates: Learn how to create and customize the email templates used in your automated workflows.