Question   

My order has the status “Duplicate-Order Cancelled,” but I intentionally ordered the duplicate. How can I indicate that I approve my duplicate purchases during checkout?

Answer  

Currently, when the Customer Support team receives the duplicate check emails associated to your order, they are not aware it is an intentional duplicate.  There are a few ways to make sure that when you order a duplicate it doesn't get mistakenly cancelled.

First, you can enable the "Allow Duplicate" checkbox in the Cart and Orders Waiting Approval:

When enabled, a checkbox is displayed at the top of all cart values and when checked "allows" items with holdings to be submitted in the order. If a cart item has a holding attached to it and the user did not select the checkbox, a message appears to let the user know the order may not go through after a final holdings check. On cart confirmation, when holdings have been identified, the user is prompted to check the box to allow the order to proceed or remove it from the cart. 

If you'd like to enable this, please contact Rialto technical support to enable the "Allow duplicate" feature. 

Also, Customer Support can add an institutional note to your account that will indicate that duplicates are always acceptable.  Please contact us if you'd like this set up.

If you have any questions, please contact us via live chat or submit a support ticket here.

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• Article last edited: 18-Aug-2022