Question
A drug test came back canceled. Why would that happen and will the customer be charged?
Answer
Two common reasons a drug test may be canceled:
- An error occurred on our side. For example, the specimen was lost in transit or spilled, etc. There will be no charge for the test. The candidate will need to go back to the clinic and take a new test. You will create a new order for the candidate to begin this process.
Here is an example of a canceled test that was due to a human error at the collection site and a mix-up of the Specimen ID number. This drug test would not be billed to the customer:
- The test was canceled due to something that looks like an adulterated specimen, or an error on the candidate’s part. For example, the temperature of the specimen at the time of collection was not within an acceptable range, etc. These tests will result in a charge and a “Consider” status on the report. If you’d like to give the candidate a second chance to retake their drug test, you can do so by ordering a new report.
Here is an example of a canceled test that was due to something abnormal with the specimen. This drug test would be billed to the customer:
