Cancel a request the patient hasn't paid yet, for example one sent by mistake. No payment is collected. This takes about 30 seconds.

If the patient has already paid, refund the payment instead. See How do I refund a payment?

Cancel the request

1. In the sidebar, click Service Requests and open the request. Its status must be Awaiting payment.

2. At the bottom of Actions, click Cancel request.

3. In Cancel this request?, check the request number and patient name.

4. Optional: add a reason under Reason (optional), such as "Sent in error". It's kept with the request for your records.

5. Click Cancel request. To go back without cancelling, click Keep request.

The status changes to Cancelled. The request shows Cancelled on with the date and your reason, or No reason was recorded.

This can't be undone

A cancelled request can't be reopened. To bill the patient again, send a new request.

What happens next

• The patient gets an email saying the request was cancelled, and the payment link stops working.
• The request stays on your list with its original amount, so you have a record of it.