Rejecting sends the case back to the rep for corrections. Clear comments are everything — they’re the only guidance the rep has, and vague comments lead to repeat rejections.
How to reject
Open the order and identify the issue.
To reject a specific item: click the red thumbs-down icon next to that item and add a comment describing the correction needed.
To reject the full order: click the Reject button at the bottom and add a comment in the text box.
Click Confirm to send it back to the rep.
Tips for writing effective rejection comments
Be specific: ‘Item 12345 quantity should be 2, not 3’ is more useful than ‘quantity is wrong.’
Note every issue at once: if there are three problems, list all three. Sending it back multiple times for one issue at a time slows everyone down.
Include the required value if you know it: ‘CAP code 7890 required for Orthopedics’ saves the rep from guessing.
Tip: The rep can only see what you write — they don’t have visibility into your implant log or ERP. The more context you give, the faster the case gets resolved.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.