IT will periodically be asked to cancel orders that are in taken status (not shipped) because the customer would like to cancel, or a duplicative order exists. Orders in taken status are locked which not all AHIMA staff have access to edit.
Follow the steps below to confirm no charge was processed to continue with the order cancellation:
1. In Aptify, go to Order Entry entity → Orders and use the search function to look up the order.
Note: An alert will appear stating it is a Locked Order - exit the window and continue to review order.
2. Confirm the Order Status is set to Taken.
3. Go to Accounting tab and confirm:
3-a) If a payment line does NOT exist in accounting page view, then payment was not taken.
3-a-i) If no payment line exists, simply change the Order Status to Cancelled then save the record to ensure the order is not shipped.
3-a-ii) Confirm with customer the payment was not captured by the system which means they should not see the charge go through their bank/credit account.
3-b) If a payment line DOES exists, double click to open the Payment ID record then select the Authorizations tab.
3-b-i) If no second line payment labeled "Capture" exists that means the payment was not processed.
3-b-ii) Update the Order Status to Cancelled then save the record to ensure the order is not shipped.
3-b-iii) Confirm with customer the payment was cancelled and will not be processed. They can expect to see the payment drop from their bank/credit account within 5-7 business days.
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