ezyVet shows an addon cannot be ordered separately error when you try to send a diagnostic test request
Do this troubleshooting if ezyVet shows Your request could not be finalized with IDEXX because: Selected service is an addon and cannot be ordered separately when you try to send a diagnostic test request that has an add-on diagnostic test:
Note: This troubleshooting is applicable if:
- You sent the diagnostic test request and diagnostic samples to the diagnostics supplier
- You received the diagnostic test results from the diagnostics supplier
The add-on diagnostic test does not have a relation to the initial diagnostic test request
You can only select and add an add-on diagnostic test in the initial diagnostic test request that has the other diagnostics tests that you want. You cannot send a different diagnostic test request for an add-on diagnostic test and you cannot send it at a different time.
Before you continue, speak to IDEXX customer support and:
- Tell them that they have the diagnostic samples of the initial diagnostic test request that you sent
- Give them the applicable reference number
- Give them the name of the add-on diagnostic test and tell them that you want it done for the diagnostic samples
If IDEXX customer support tells you that they will do the add-on diagnostic test, do these steps:
- Find and select the applicable clinical record.
- Find and open the applicable diagnostic test result record.
- Use the diagnostic test result to open the initial diagnostic test request.
- Select and add the applicable add-on diagnostic test.
- Send the diagnostic test request again.