How to Cancel an Order in the Portal or Chairside

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.

This guide outlines the steps to cancel an order.

Step 1: Select the Patient's Case

  1. Access the Portal online or go to the Orders tab in Chairside.
  2. Choose the patient's case you wish to cancel. 

Step 2: Initiate Cancellation

  1. Open the patient's case.
  2. Click the "Cancel Order" button in the upper right of the patient case screen.

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Note: If the "Cancel Order" button is not visible, your case is complete and either in shipment preparation or has already shipped, making cancellation impossible.

Step 3: Complete the Cancellation Survey

  1. Upon selecting to cancel, the order timeline and a survey will appear.
  2. Indicate the cancellation reason. 

Note: If you select "Other," a text box will appear for you to provide a detailed reason.

Step 4: Submit the Cancellation

  1. After choosing a reason or completing the text box, click the green "Submit Cancellation" button at the bottom.
  2. You'll receive an email confirming the order cancellation.



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