When you search for an order in ALE and click the “Pink Skittle,” a CL Order Status pop-up box will appear. If the Order Status Box is blank, this indicates a system error that is preventing the order from being sent to CLX.
Please follow the checklist below to resolve any issues.
Important Note
Do NOT place a manual order with ABB until you have attempted fixing the workflows below and waiting an hour for the status to populate.
Incorrect Patient Information
- Phone Numbers: Cannot be in the format 000-000-0000 or start with 000
- Solution: Use placeholder numbers like 888-888-8888 or 111-111-1111 if the patient does not provide a phone number.
- State Abbreviations: Must be in ALL CAPS and consist of 2 letters.
- Example: “MISS” for Mississippi; “R” for Rhode Island will not process correctly.
- Zip Codes: Must contain exactly 5 numeric digits and cannot be “00000.”
- International Addresses: We cannot process orders with patient addresses outside the US.
- Solution: For patients with addresses outside the US, enter the information manually and call the order into ABB. Note that ABB does not ship to Canada or Mexico.
Incorrect Shipping Method
“Online CL Shipping” should only be used on Online CL Orders which do not send to CLX
Solution: Redo the order with “Ground” shipping selected
Incorrect Practice Location selected
Orders can only be shipped to the practice or patient, not another practice.
Solution: Redo the order with the appropriate location
Lens Acceptance
The only lenses currently able to Auto-Order from Acuity to ABB are from the 4 main manufacturers of soft contact lenses: Alcon, Bausch & Lomb, Cooper Vision, and Johnson & Johnson
By following these steps, you should be able to address the issue, and the status box should populate an hour after fixing.
If Submitting a HelpDesk Ticket (Required Information)
To receive faster assistance, include the following:
Patient Name & DOB
Acuity Logic Order #
If any method above needed to be fixed, which one?