Title: Correct Display of Order Status in MAS/Marlo When Line Items Are Modified
rejected
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.
N
Niloofar Farmand
marked this post as
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.
A
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.
M
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.