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Verifying Online Contact Lens Orders

  • Updated

Practices must verify certain CLX Webstore orders via the CLX Portal before submission to the distributor. They select their location, review orders needing verification, and either approve, edit, or cancel orders based on patient exam validity and order accuracy. Approved orders are sent to AEG’s distributor and recorded in Acuity Logic. Practices should also manage order failures and cancellations and include detailed patient and order information when submitting HelpDesk tickets.

 

  1. Select your location in the CLX Portal.
  2. Select ‘Orders Needing Verification’ 
  3. Select ‘Verify Order’ to view the web order that needs to be verified

 

 

 

 

  1. If the person placing the order is a current patient of your practice, only RXes with previous orders will populate.

    NOTE: If an outside patient placed an order on your webstore, or no exam is entered in CLX for the patient, you will need to click 'Create New Exam' before you can approve and submit the order

  • This will sometimes happen with offices new with Acuity Logic
  • This will also happen with patients who place an order with a nickname instead of the name in Acuity Logic (for example Judy Smith instead of Judith Smith
  1. When verifying an order for a current patient, you have three options:
    • There are no errors in the order, the exam is valid, and you wish to verify the order.
    • You need to edit an order before it is verified.
    • The exam is no longer valid, and you wish to cancel to order.
    • Please follow the steps associated with each option below.

Approving an Order

  • If there are no errors with the order, and the exam is still valid:
    • Click ‘Approve and Submit Order’. 
    • This will send the order directly to AEG’s distributor for processing.
    • AEG’s Automation will input this order in Acuity Logic and will appear in the AEG U Report

Changing an Order

  • If a patient placed a web order and made a simple entry error (i.e., incorrect base curve, power, cylinder, or axis):
    • Select ‘Edit’ to update the Rx for your patient.

  • Once you have made the appropriate changes to the patient’s Rx, select ‘Update’ to save the changes
  • Select ‘Approve and Submit Order’ to send the order to AEG’s distributor.
  • AEG’s Automation will input this order in Acuity Logic and will appear in the AEG U Report

Canceling an Order

If your patient placed an order with an expired prescription, their annual supply was already filled, the wrong lens brand was selected, etc. and you do not want the order to go through:

  • Click ‘Cancel Order’. 
  • You will need to call your patient and let them know that they will need to schedule an annual eye exam before they can place an order for more contact lenses or to correct any other issues.
  • You will then see the option to 'Do Not Cancel' or 'Confirm Cancel'.

 

Additional Practice Responsibility

Expected Outcome

  • You can locate the order in CLX
  • You're able to Verify an order in CLX

  • You can clearly identify the current order status

     

 

If Submitting a HelpDesk Ticket (Required Information)

To receive faster assistance, include the following:

Patient Information

  • Patient Name
  • Date of Birth (DOB)

Order Details (CLX)

  • Order #
  • Was the order found in CLX?
  • Did you check Orders Needing Verification?
    • Are you having difficulties verifying the order?
  • Current Order Status

Vendor Information

  • ABB Order Number (if available)
  • Have you contacted ABB for status updates?