This article outlines how to manage and resolve contact lens order cancellations and refunds using CLX System and ABB Optical Group. It explains how to identify the order status in CLX, determine whether an order can be canceled, and understand the correct refund process and timelines based on where the order is in the fulfillment workflow.
Before You Start
You need:
- Patient Name and DOB
- Contact Lens Order number from the patient's confirmation email
- Log into CLX and review Order Status
Canceled Order Needing Verification
In CLX, if the order is under "Needing Verification" and it is canceled. The charge will drop from the patient's bank statement within 7-10 business days. NOTE: The patient will NOT see a refund, the charge gets dropped.
No Supplier Order #
In CLX, If the Supplier Order # says "None" the order has not yet been transferred to ABB and can be canceled in CLX
- This is usually only available within the first hour of the order
- Select the checkbox by the order number and click the cancel button at the bottom left of the screen
- CLX will Refund
- REFUND TIME: 5-7 business days
Supplier Number + Order Status Not "Shipped"
In CLX, if the supplier Order # has an ABB Order #, but the status is NOT "Shipped" or "Partially Shipped" the order has been transmitted to ABB
- This is usually withing the first day of the order
- Practice should call ABB to cancel the order
- ABB will send the cancelation status to CLX
- CLX will Refund
- REFUND TIME: 10-14 business days
Supplier Number + Status "Shipped"
In CLX, if the suppler order # has an ABB Order # AND the status is "Shipped" or "Partially Shipped" - The order has been shipped. The patient will need to return these boxes before a refund
- If the patient sends the boxes directly back to ABB (Return to Sender)
- ABB will send the cancelation back to CLX
- CLX will refund
- REFUND TIME: 10-14 business days after ABB has received the returned boxes
- If they return to the practice
- The practice must return to ABB
- In Acuity Logic - Order will need to be canceled and chose "Mail Check Refund" option to refund the patient via check
Important Note
For all online orders, make sure the practice has canceled the corresponding order in Acuity Logic.