It is possible to cancel an order during its design or fabrication stages. However, cancellation is no longer an option once the order is complete and has an expected delivery date.
Step 1 - Select the Patient's Case
- Access the Portal online or go to the Orders tab in Chairside.
- Choose the patient's case you wish to cancel.
Step 2 - Initiate Cancellation
- Open the patient's case
- Click 'Cancel Order' under the 'Quick order actions' menu on the right side of the screen
Note: If the 'Cancel Order' button is not visible, the case is complete and preparing to ship or has already shipped, making cancellation impossible.
Step 3 - Complete the Cancellation Survey
- Upon selecting to cancel, the order timeline and a survey will appear
- Indicate the cancellation reason
Note: If you select 'Other,' a text box will appear for you to provide a reason
Step 4 - Submit the Cancellation
- After choosing a reason, click the green "Submit Cancellation" button at the bottom
- An email will be sent to confirm the cancellation