Request to Cancel a Supply Request
Document ID 1546
This article will provide assistance on the steps to take when a patient has requested to cancel a supply request after it has been submitted.
Warning: When following this process, we should never guarantee a patient that we can cancel their supply request. Instead, we should assure them that we will follow up with the local office try to cancel the request.
Email Request to Cancel: If you receive a request to cancel via email, you can proceed with this request as long as the email address from the cancellation request matches the email address in the Resupply Platform.
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Supply Request Status
The steps required to attempt to cancel a supply request will depend on the current status of a supply request. Click each status below to see what actions you should complete if the patient is requesting a cancelation.
Confirmed / Sent to fulfillment partner- We can attempt to cancel requests in this status by sending a Customer Message work item to the HME.
- On Hold / Pending / Vendor Hold
- Requests in this status can attempt to be canceled by changing the order status to "Canceled", in addition to sending a Customer Message work item to the HME.
- Assumed Shipped / Shipped / Closed / Late
- Supply requests in these statuses will not be able to be canceled. Patients should be advised to contact their HME to inquire about return policies (unless the information is available in Salesforce). If the HME's return policy is provided in Salesforce, we should be advising the patient about the return timeframe.
- Canceled/Auto-cancelled
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- As requests in this status are already in a canceled state, you should not need to cancel these requests.
- NOTE: This does NOT mean the supply request was canceled. Some HMEs use this status when they have simply completed the request. Be sure to check ALL notes on the patient profile for more details.
- Advise the patient you will have some from the local office follow up with them regarding the status of their request. send a Supply Request Inquiry work item to the HME.
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