Title: Correct Display of Order Status in MAS/Marlo When Line Items Are Modified
backlog
M
Miranda Baker
Current Behavior:
Orders are displayed as “Cancelled” in MAS/Marlo when all line items are cancelled at any point—even if the order is later corrected and shipped. This occurs in scenarios such as:
A Customer Care Associate (CCA) cancels and replaces line items.
All lines are cancelled in error and then re-enabled.
Despite the order being shipped and invoiced in SAP, MAS/Marlo does not update the status appropriately if all lines were previously cancelled.
Proposed Enhancement:
Update MAS/Marlo logic to reflect the true final status of the order. If an order has been shipped and invoiced in SAP, MAS/Marlo should not display it as “Cancelled,” regardless of interim line item cancellations. The system should re-evaluate the order status based on the final state of the line items.
Business Justification:
This discrepancy leads to confusion and misreporting, especially as processes like Trial Management expand across markets. Accurate order status is critical for operational visibility, customer communication, and analytics. Without this fix, the issue will likely escalate with increased usage of complex order flows.
This causes confusion and calls to customer service
Additional Notes:
This issue has been observed repeatedly and is expected to become more prevalent. A review of the integration logic between SAP and MAS/Marlo may be necessary.
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Niloofar Farmand
updated the status to
backlog
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Miranda Baker
Farhan Zaman, In addition to the details Angela shared below, I’m seeing a similar need for this functionality in other markets as well. At its core, this is a foundational eCommerce capability—providing customers with clear, accurate order status. It’s similar to the Amazon experience, where customers can place an order and cancel an item prior to shipment with full visibility.
The Brazil market has had this request in the past in Canny to show customers the true status of order. If order is cancelled it should not say processing or if a line is cancelled or removed, it should be updated on the site.
As we continue our work in LATAM, we’re encountering the same TLQ challenge that Angela and I have discussed. These markets also face significant shipping delays and product availability constraints, which often result in extended backorders. As a result, customers may call to cancel a line item—or sometimes the entire order—after deciding to move in a different direction.
So we currently have US, CA, BR live markets and markets that are lauching this year MX, AR, CL, PE, EC, and CO markets that are requesting this, for the overall customer experience and to stop calls from coming into the CS teams.
I am going to assume that this would help all markets globally. @Julia Bibi, Thomas Fietzek Misayo Hara CINDY GOODWIN Tara Desouza would this help your markets?
A
Angela MacIvor
Hi Farhan Zaman, please see the below details.
In addition to the details outlined above regarding the order entry process and trial lens management within SAP, the following section summarizes trial lens orders processed in 2025 and 2026 for both Canada and the U.S.
Canada
Canada, currently has a limited set of older technology lenses enabled on TLQ, with consideration being given to expanding TLQ coverage to additional lenses in the future to support trial management.
The attached data includes:
• Trial lenses placed for brands enabled on TLQ
• Trial orders rejected as part of TLQ
• TLQ trial orders with patient names
o These orders are unrejected to ensure patients are able to be fit with Alcon lenses
• Total trial lenses ordered with patient names (overall)
• Total trial lenses ordered (overall)
United States
The attached data includes:
• Total trial lenses ordered with patient names
• Total trial lenses ordered (overall)
This issue impacts not only TLQ, but also several day to day operational processes. These include but are not limited to backorder management, automated order channels such as EDI, where new orders or order lines cannot be processed. Additionally, Marlo/MAS 2.0 is relied upon by customers to track orders and manage order activity operationally, reducing the need to contact Customer Service. Limitations in these areas directly affect efficiency, customer self service, and overall order management.
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Farhan Zaman
Miranda Baker Angela MacIvor Reminder to add any other justification for this request. Miranda, you mentioned there are additional reasons in LATAM this could be used to support updates where items are cancelled after being on backorder. If you can consolidate all use cases and add here, it will be helpful.
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Farhan Zaman
updated the status to
open
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Miranda Baker
Farhan Zaman Thank you for opening this topic back up. I know Angela MacIvor will be posting some more details. As well Marina Benatti is having the same issues in the BR market.
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Niloofar Farmand
updated the status to
rejected
Hi Miranda, we had a discussion as a cross-functional team on this topic. We netted out that we do not believe our platform should accommodate this request. The steps you are expecting seem inefficient. We recommend to create a new order instead of cancelling. It is a creating new behaviours.
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Angela MacIvor
Hi Niloofar Farmand,
Requiring customers to place new orders after cancellations negatively affects the overall customer experience. Trial lens orders are frequently cancelled due to SAP system functionality, automatically after reaching SAP and after manual orders are saved. As part of our business practice, any order with a patient name is typically released to avoid losing the customer to a competitor. However, once an order is cancelled, placing a new one results in the same “Cancelled” status being displayed, making it impossible to simply reprocess the order.
For trial lens orders, the US and Canada have placed over 6 million trials in 2025 with patient names, any of which can result in a can result in a rejection in SAP, followed but the update to remove the rejection.
Historically, this functionality has been supported across all platforms, including MyAlcon Store 1.0, ADI, and MyAlcon.com (the VC site prior to 1.0 in 2020). When updates are made to a sales order, it is essential that we provide customers with accurate and timely information. Failing to do so has led to an increase in customer service inquiries and sales rep escalations, as customers seek clarification on their cancelled orders. Additionally, requesting for new orders to be placed will result in a rise in manually entered orders on behalf of customers, further straining internal resources and moving away from Alcon’s goals of automation and touchless.
To continue delivering excellent service and reduce potential inefficiencies, it's important that we explore ways to address this functionality gap.
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Miranda Baker
Niloofar Farmand can we set up a call to discuss this. I believe maybe some information was lost but this is a large impact in CA market and will impact other markets as well as US as TLQ goes more widespread. As well as other cases. Angela MacIvor also has some data to support how many orders are impacted.