A report in AEGU under Practice Toolbox Run the Business CLX Online Orders helps practices review all online contact lens orders for month-end reconciliation or missing Acuity Logic entries. Orders are categorized as Pending, Passed, or Failed, with failure codes indicating issues like incomplete profiles or mismatched RX details. Practices must resolve failures, update records, and manually input orders if needed. HelpDesk cannot create orders but assists with error resolution.
A report is in AEGU for practices to review all online orders. This report can be found under Practice Toolbox > Run the Business > CLX Online Orders
When This Applies
- End of the month reconciliation for online contact lens order
- An Online order doesn't populate in Acuity Logic
This report shows the practice, CLX order, Patient (as provided by CLX), and further information to review all orders.
Pending Orders
These orders are still being input to Acuity Logic by the automation and should not be touched by the practice.
Passed Orders
These orders are input successfully into Acuity Logic and practices can review if they have been shipped or backordered from the report or view more detail in CLX.
Failed Orders
These orders were unable to run through the automation successfully and need further review. The failures will populate on the “bell” in the top right corner of a practice manager’s AEGU portal and take them directly to the failures.
Certain failure codes are the practices’ responsibility to resolve. Once the failure is reviewed and resolved, the practice can view the “Resolve Notes” on the AEGU Report. Click the checkbox, input the Acuity Logic order number, and click the Save button. This will prompt the report to push these orders to “Pass” and will no longer require practice review.
Failure Codes
The following list provides the Failure Codes shown in the AEGU Report and describes why the order failed automation. The practice is responsible for correcting the failed orders below and resolving the failure in AEGU.
| Error Code | Issue | Resolution |
| CLX-2: Fail due to store not close | Practice did not close the store from the previous day and the automation was unable to run the order through. | Practice is required to run End of Day Closing each day. Once practice has closed the previous day, the automation will run through. |
| CLX-3: Order already created by practice | When the practice already entered an order for the patient. | Practice to review the order in Acuity Logic to confirm the order is the same. If not, a new order needs to be created in Acuity Logic. |
| CLX-5: Patient Not Found | When the automation is unable to find the patient in Acuity Logic | Reasons for this include mismatched name, address, DOB or phone number could also include new patients. Practice to find the correct patient and Input Manually |
| CLX-6: Multiple Patient Found | When the automation has found more than one patient with the search material. | Practice to confirm if duplicate or two individual patients. If duplicate, practice responsible for requesting a merge of accounts and the automation will create the order once one patient is available on the next business day. If individual patients, practice responsible for selecting correct patient and Input Manually |
| CLX-8: Fail to create order due to Incomplete profile | If patient demographic information is missing like, name, address etc. then bot will fail that order. | Practice to review and correct demographic. Automation will input order on the next business day |
| CLX-10 & CLX-11: Rx/Product details did not match | When the automation is unable to match the RX or Product information from the CLX order to Acuity Logic. |
Common issues found are 30 pks vs 90 pks and minus (-) spheres when plus (+) spheres are in the Acuity Logic RX. Practice to review these orders and Input Manually
NOTE: If the CLX RX was approved and the ALE RX is incorrect, the practice will need to reach out to the patient to collect the incorrect boxes and place a reorder with ABB for the correct RX. A helpdesk ticket can be made to assist with this workflow (Title the subject “Online order CLX-10 Error”). |
| CLX-23: Invoice not generated because of customer credit | Automation will fail the order if customer has credit. | Practice reviewing credit, determining workflow to input the order and Input Manually |
| CLX-24: Invalid Patient | Automation will fail the order if patient information like first name, last name and DOB is missing in data feed. | Practice to review, confirm the patient, and Input Manually |
| CLX-25: Multiple line item found | Automation will fail the order if a duplicate line item is found for any order. | Practice to review the order and Input Manually |
Additional Practice Responsibility
- Review Verifying Online CL Orders- Click Here
- Manage Canceled Online CL Orders - Click Here
Expected Outcome
- You can locate the order in CLX
- You're able to locate the order in AEG U
- A corresponding order is populated in Acuity Logic
If Submitting a HelpDesk Ticket (Required Information)
To receive faster assistance, include the following:
- CLX Order #
- Acuity Logic Order Number
- What is the error occurring
Important Note
HelpDesk is unable to create orders in Acuity Logic for the practice. If an error still occurs work with HelpDesk for a resolution.