How to cancel and refund an order

The Cut-Off That Matters

Otto batches orders to suppliers at about 2 PM Eastern every day. Before that batch is submitted, an order can usually be cancelled and replaced in Otto.

Once the batch has been submitted, the PO cannot be cancelled or changed with the supplier in Otto. You will need to contact the supplier directly to request any changes or cancellation. While you can still cancel the order in Otto for your records however it will not notify the supplier.

If a patient calls to cancel or change an order, the first thing to determine is whether the PO has already been submitted.

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. Scroll down to the status section, found beside the quantity to reference the status.
5. If the status shows as PO scheduled, you can still cancel to PO within Otto.
6. At the top of the Order Details page, click the “…” (three dots) button.
7. Select Cancel Order.
8. Review the cancellation pop-up carefully.
9. If you also need to refund a payment processed through Otto, select Refund payment.
10. Click Mark as Cancelled and Issue Refund.

The order will update to Cancelled. If Refund payment was selected, the refund will be returned to the patient's original payment method.

Orders are batched and sent to suppliers around 2 PM ET each business day.

If an order has already been submitted to the supplier, you will need to contact them directly to request the change.

Refunding the Patient

The Refund payment checkbox controls whether the patient's payment is returned when you cancel the order.

• Checked: The order is cancelled and the applicable payment is refunded. Only use this if you need to refund the full amount.
• Not checked: The order is cancelled, but the patient's payment is not refunded.

Refunds are returned to the patient's original payment method. Processing times may vary depending on the payment provider.

Only select Refund payment if you intend to return the payment processed through Otto.

To confirm the refund was processed, scroll to the bottom of the order when the payment is listed and you should see a line with the refund details.

What if I Only Need to Issue a Partial Refund?

If you only need to refund part of the patient's payment, do not select the Refund payment checkbox.

Instead:

1. Cancel the order as instructed above, without selecting the refund box.
2. Locate the Payments section at the bottom of the order.
3. Select Refund.
4. Enter the appropriate amount to issue the partial refund.

This allows you to refund part of the patient's payment without refunding the entire transaction.

Quick Summary

• Before the supplier batch: Orders can usually be corrected or cancelled in Otto.
• PO Scheduled: The PO has not yet been submitted to the supplier and can still be canceled through Otto.
• After the supplier batch: The order cannot be cancelled or changed in Otto. Contact the supplier directly.
• Refund payment selected: The applicable patient payment will be refunded.
• Refund payment not selected: Cancelling the order does not return the patient's payment.
• Partial refund: Use Refund under the Payments section instead of refunding the entire transaction.

When to Contact Support

Contact Otto Support if:

• A refund does not appear to process correctly.
• The order status appears incorrect.
• You receive an error while cancelling or refunding an order.
• You're unsure whether an order was successfully cancelled or refunded.

If the order has already been submitted to the supplier, contact the supplier directly for PO cancellations or changes.