How to Cancel and Refund an Order

Step-by-Step Instructions

Cancel and Refund from the Order Details Page

1. Click Orders (clipboard icon) in the left-hand sidebar.

2. Locate the order in the Orders Log.

   • If you don’t see it, change the status filter to All Orders.

3. Click on the order number to open the Order Details page.

4. At the top of the Order Details page, click the “…” (three dots) button.

5. Select Cancel Order.

6. In the pop-up window:

   • Check the Refund payment box only if you intend to return the payment processed through Otto.

7. Click Mark as Cancelled and Issue Refund.

The order status will update to Cancelled, and the refund will be processed to the patient’s original payment method.

Important Notes

• Refund timing: Refunds are returned to the patient’s original payment method. Processing time may vary depending on the payment provider.

• Supplier status matters:

  • If the order has already been sent to the supplier, you may need to contact the supplier directly before cancelling .

  • If the status is anything other than PO Scheduled, cancellation may no longer be available in Otto .

• Refund checkbox:

  • If you do not check Refund payment, the order will be cancelled but the payment will not be returned.

• Partial refunds:

  • If you only need to refund part of the payment, use the Refund option in the Payments section of the Order Details page instead of cancelling the entire order.

When to Contact Support

• If the order has already been processed by the supplier and cannot be cancelled.

• If the refund does not appear to process correctly.

• If the order status seems incorrect or you receive an error.

If the issue persists or the order has already been sent to the supplier, please submit a support ticket so our team can investigate further.