Action a Stopped Order


Provider Operations


The Customer has stopped the order as they wish to cancel it.  The Provider has the option to submit a claim for expenses incurred so far on the order.

Before you begin

If the Customer stops the Order while it is in progress, the Provider will receive an email notification and the Order will move to the Stopped Orders worklist.

  • NOTE: If the Provider has not yet accepted the Order, it is possible for the Customer to Recall the Order. In this case, there is no option to claim expenses unless the order is reissued to the same Provider.


1. On the LPG menu select Worklist > All.
The My Worklist Summary appears.

2. Scroll down to the Orders section and click Orders Stopped.

NOTE: If there are no stopped orders (Count is 0), you cannot click on the link.
The list of Stopped Orders appears.

3. Click the Action button next to the order that needs to be actioned.

The Stop Order screen appears with the Details tab selected.
N1 – The Stopped Order flag on the Order is set to Yes.

4. To see the reason why the order was stopped, click the folder icon next to the Notes label (or click the History tab).

The list of actions that have been applied to this Order is displayed.
N2 - Look for the entry in the list with “Order Stopped” in the Note Type column (probably near the top of the list). The text in the Comment column is the reason that the Contract Administrator provided for Stopping the order.

N3 – Scroll down to the bottom of the page.  There are two actions you can take on the stopped Order:

  • Acknowledge Stop;
  • Submit a claim for expenses incurred so far on this Order.
  • WARNING: Carefully read the red text on the Stop Order screen. If you click the Acknowledge Stop button, you will not be able to make any claim in the future and existing claims on this Order will be cancelled.


5. To Submit a claim on the stopped Order do the following:
a. Click the Submit Claim

The Submit Claim – Stopped Order screen appears.

b. Fill in the details of the claim and submit it to the Customer.

See topic Claim for Payment on an Engagement for details.


Tips & Troubleshooting

Remember: Acknowledging a Stop request from the customer will cancel the order.  If you submit a claim that is accepted by the Customer, the order will be processed normally and marked Complete when payment has been processed.

If you are submitting a claim, any active invoices will be cancelled

Take note of the requested invoice amounts so they can be incorporated into the new claim


Have more questions? Submit a request


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