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How to Refuse an Order
How to Refuse an Order
Miles Dinsmore avatar
Written by Miles Dinsmore
Updated over a week ago

If a client has placed an order, but the licence holder finds a problem with the client's prescription or registration information, a Customer Service Representative–or CSR–may need to refuse the order before the client receives the cannabis.

Required permission(s): order_read, refusal_create

  1. In the Orders module, select an order in the Open, Placed, or Shipped status.

  2. Click the


    icon to open a menu of options.

  3. Select Refuse Order. This opens the Refuse Order modal.

  4. Open the Reason for Refusal drop-down menu, and select an option.

    • Note: The Seed-to-Sale software prevents users from completing an order if the client has an incomplete or expired registration, if the order exceeds the client's prescription allowance, or if the product is out of stock. You should rarely select any option besides "Other".

    • If a use selects Other, a field will appear for you to describe the issue.

  5. Click Refuse Order. If the refusal is successful, a notification will display below the order items.


If the client has already paid for the order, or if the order has been partially fulfilled, the CSR must also Return the bottles to the inventory and Refund the client's purchase.

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