Support Center
We are here for you. Get the most out of Med-Stop.
Open the Service Cancellation tab on the left side of the screen, choose whether to cancel the entire service or a single service, and enter the reason for the cancellation with any related details.
Cancellation options
- Cancel the entire service. All started services are canceled and funds are refunded to their sources.
- Cancel an individual service and leave the remaining services pending.
The reason must explain what happened, for example whether a system or equipment problem occurred.
How refunds work
- Cash. Return the cash to the customer. If the test is canceled on another day, or the customer is not available to receive the cash, contact Med-Stop support for an adjustment. The customer receives a credit in Med-Stop that can be used at any Med-Stop managed location for a similar test.
- Credit card. The payment is refunded to the card. If the service is canceled the same day, the customer may see the charge as pending for a few days before it disappears. If it is canceled on another day, the customer sees two transactions: a charge followed by a refund.
- Employer credit. The employer's credit is replenished.
When not to cancel
You cannot cancel a drug or alcohol test because the donor simply leaves the testing facility. Record it as Refusal to Testing and follow the refusal procedure; the money cannot be refunded. Leaving before the testing process is complete is generally a refusal (49 CFR 40.191(a)(2) and 40.261), except for a pre-employment drug test when the donor leaves before the testing process begins. The collector documents the refusal and notifies the DER, and the employer makes the final determination (49 CFR 40.355(i)).