The therapist for this patient has already let us know he would need to change his letter to TBD. We can't downgrade to TBD, so we have to refund them so they can reapply and select the TBD option. Since this patient said the therapist had told him he would be approved, I asked the patient to call back once he completed his assessment again in order to manually assign him to the same therapist. He had also originally purchased with a 15% coupon, which he can't enter when he repurchases through his account, so we will also be able to apply the coupon manually after he purchases the letter. I also enabled the prior assessment details so he could use it as reference when he completed his new assessment, and this is the only kind of scenario we're able to do that, since every year at renewal the patients have to do the assessment again without accessing old answers.