How to reject or cancel an order

This page shows you how to reject or cancel an order.

Who can do this: Any signed-in portal user. Both actions ask for your 2FA code if it’s turned on.

Before you start

You can only reject an order while it’s in Pending Prescription status. You can only cancel an order that hasn’t been paid for. It also must not be in a patient’s cart.

🎬 Video

The full flow of rejecting an order and the full flow of cancelling an order.

orders-reject-or-cancel.mp4

Reject an order

1. Open the order, or click its three-dot menu on the Orders list.

The three-dot menu on an order card showing the Reject option.

2. Click Reject.
3. In the Reject Order window, type your reason in the Reason box.

The Reject Order window with the Reason box.

4. If asked, enter your 6-digit code.
5. Click Reject to confirm, or Close to stop.

Cancel an order

1. Open the order, or click its three-dot menu on the Orders list.
2. Click Cancel.

The Cancel Order window with the Reason box.

3. In the Cancel Order window, type your reason in the Reason box.
4. If asked, enter your 6-digit code.
5. Click Cancel to confirm, or Close to stop.

What happens next

Rejecting moves the order to Rejected status. Cancelling moves it to Cancelled status.

Neither action can be undone.

If something goes wrong

• “Reason is required.” — Type a reason before you continue.
• The Reject or Cancel button is greyed out — Fill in the Reason box to turn it on. Enter your code too, if asked.
• You can’t reject an order once it’s past Pending Prescription status. Use Cancel instead, if the order is still eligible.
• You can’t cancel an order that’s already paid for or sitting in a patient’s cart. Contact your organization admin if you need help stopping it.