An order is only cancelled after the team has made multiple attempts to reach the client with a question that prevents them from moving forward (e.g. missing medical intake, missing labs, missing clarification on health history), and hasn't heard back.
Before any cancellation, the team typically tries several times, including messages through the client portal, a text to the client, and outreach to you as their partner, so there's every opportunity to keep the order on track.
If those attempts go unanswered, the order may be cancelled, generally within about 14 to 30 days, depending on the outreach steps taken and the lack of response.
The best way to avoid this is to remind your clients to check their portal messages and respond promptly, since an unanswered question from the team is the most common reason an order stalls.