📘 How to Cancel an Order (And When You Should)

Overview

Sometimes a case needs to be canceled — maybe the patient rescheduled, new scans are needed, or the wrong service was selected. CAE Dental allows cancellations as long as the design work has not already been completed. This guide explains when you can cancel, how to do it, and what to expect afterward.

❗ When You Can Cancel an Order

You may cancel a case if criteria has been met:

• The case is still in Processing status
• The case is in On-Hold status with no files submitted or design has been performed
• Case has been submitted less than 1 hour and:
  • • No files have been submitted
    • No design work has started/completed
    • You submitted the wrong product
    • You need to upload new scans before restarting
    • The patient changed treatment plans

If the case has already moved into Invoiced or Completed, cancellation is not possible.

🚫 When You Cannot Cancel an Order

Cancellation is typically not allowed when:

• The case is already Invoiced
• The design is Completed
• The final files have been delivered
• A revision is already in progress

If you’re unsure, contact support — we’ll check the case status for you.

🧭 Step‑by‑Step: How to Cancel an Order

1. Log In to Your Account

• Visit caedental.com
• Go to My Account → Orders

2. Open the Case You Want to Cancel

Click the order number to open the Order Details page.

3. Check the Case Status

Look for the status label:

• Processing → Cancellation allowed
• On-Hold → Cancellation may not be possible
• In Production → Cancellation may not be possible
• Invoiced → Cancellation not available
• Completed → Cancellation not available

4. Use the Cancellation Option

If cancellation is available, you will see:

• A “Cancel Order” button
  or
• A “Request Cancellation” option

Click it to submit your cancellation.

5. Add a Brief Note (Recommended)

Examples:

• “Patient rescheduled — will resubmit later.”
• “Wrong product selected.”
• “Need to upload new scans.”

This helps our team process your request quickly.

6. Wait for Confirmation

You’ll receive:

• An on‑screen confirmation
• An email confirming the cancellation (if enabled)

If the case cannot be canceled, support will notify you.

💳 What Happens to Payments?

Pay‑Per‑Case Users

If the case is canceled before design work begins:

• If already charged due to early processing, a refund is issued minus the Credit Card processing fees

Weekly Autopay Users

Canceled cases simply do not appear on your weekly invoice.

Store Credit Users

Credit is automatically restored to your balance.

⚠️ Common Issues That Prevent Cancellation

• Case already in design
• Missing or unclear cancellation reason
• Multiple active revisions
• Case submitted under the wrong account
• Attempting to cancel after files are delivered

If any of these occur, contact support for assistance.

🚀 Tips for Smooth Cancellations

• Cancel early if you know the case needs to be restarted
• Double‑check product selection before submitting
• Upload all required files during checkout to avoid delays
• If unsure, leave a note in the order — our team will help