Remaking Orders

You can only remake invoiced orders that are in Delayed, In Process, Notified, Received, or Delivered status.

Remake orders are not automatically sent to VSP labs. You must call the lab to notify them of the remake.

  • The order type cannot be changed when remaking an order. For example, a lens only order cannot be remade as a complete eyeglass order. (You would need to return the entire lens only order and start a new complete eyeglass order.)
  • The insurance used on the original order must be applied to the remake order. You can only apply secondary insurance to a remake if the original order used secondary insurance. VSP coordination of benefits also only occurs if it was present on the original order.
  • Only providers and staff members with Patient Order Remakes access selected in Administration can remake orders. If you do not have access, an Override window displays, allowing another user with access to enter their username and password and give you temporary access. For information on setting security permissions, see Setting Up Provider Security Settings and Setting Up Staff Security Settings

What do you want to do?

For orders with changes to the original product and pricing, the amount the patient paid on the original order is credited to the patient and is automatically applied when invoicing. For non-VSP orders, the system will generate a new claim in addition to the original claim for the original order. If you do not want to submit the second claim, you can void it. For VSP orders, you must submit a claim correction form on eyefinity.com.

  1. On the left side of the Demographics screen, click Material Orders.

    The Material Orders screen opens.

  2. Click the Invoiced tab, if it is not already displayed.
  3. Locate the order you want to remake in the Invoiced Orders list, and select Remake from the Actions drop-down list.

    The Remake Order window opens and displays the patient name, order type, and information about the items present on the order. Click the View order # link to open a printable order summary.

  4. In the Remake Order window:
    1. Select the Remake Reason.
    2. If the Remake Note field is displayed, type a note. Remake notes are printed on the Patient Remake Report.
      Remake Note displays only if you have Required Notes set up for remakes in Administration.
    3. Under Lab to Make, select the check box for each item that needs to be remade.
    4. If you selected Frame in step b, select the Inventory Return Option.
      • Write-off: Adds the item to your location's inventory and then adjusts the item out of inventory. Results in an inventory adjustment of -1.
      • Return To Inventory: Adds the item to your location's inventory.
      • Stock Transfer: Adds the item to your location's inventory and then adds the item to a stock transfer to the distribution center assigned to your location. Your location's inventory is decremented when the stock transfer is sent and the Stock Transfer Report is printed.
    5. Click Remake Order.
    If you do not have the correct permissions to create the remake, an Access Denied - Temporary Override window displays, allowing another user with permission to enter their username and password and give you temporary access.

    The Order Summary screen for the remake order opens.

  5. Review the order and make changes in each section, as appropriate.

    For more information on editing frame and lens information, go to Adding a Frame to an Eyeglass Order and Adding Lenses to an Eyeglass Order.

  6. Review the Lab information. Type Instructions for the lab, if needed, and make any necessary changes to the Lab To Make check boxes.
  7. Once you have made all the necessary changes, click Continue to Pricing .

    A message window displays, reminding you to apply the insurance and discounts from the original order to the remake order in the Pricing screen. If the order is a VSP order, it also reminds you to notify the lab when they need to remake the order and submit a claim correction form on eyefinity.com.

  8. In the Remake Order message window, click Continue to Pricing.

    The Current Pricing screen opens.

  9. Add the same insurance that was on the original order. For instructions, see Pricing and Adding Insurance to Orders.
    If you need to refer to the original order information, click Original Order Pricing.
  10. Reapply discounts, if necessary.
  11. Click Save to save the order for invoicing later, or click Save & Invoice to generate the invoice immediately.

    The amount the patient paid on the original order is credited to the patient and is automatically selected as the payment method in the Generate Invoice screen for the remake order. You can change the payment method, if necessary. For more information on invoicing, see Invoicing Orders.

If the order is a VSP order, perform the following additional steps outside of Eyefinity Practice Management once you have invoiced the order:

  • Notify the lab that they need to remake the order.
  • Submit a claim correction form on eyefinity.com.

For orders without changes to the amount covered by insurance, the amount the patient paid on the original order is credited to the patient and is automatically applied to the new remake order. The system does not create a new claim.

  1. On the left side of the Demographics screen, click Material Orders.

    The Material Orders screen opens.

  2. Click the Invoiced tab, if it is not already displayed.
  3. Locate the order you want to remake in the Invoiced Orders list, and select Remake from the Actions drop-down list.
  4. In the Remake Order window:
    1. Select the Remake Reason.
    2. If the Remake Note field is displayed, type a note.
      Remake Note displays only if you have Required Notes set up for remakes in Administration.
    3. Select the check box for each item that needs to be remade.
    4. Click Remake Order.
    If you do not have the correct permissions to create the remake, an Access Denied - Temporary Override window displays, allowing another user with permission to enter their username and password and give you temporary access.

    The Order Summary screen for the remake order opens. The remake reason you selected appears under Order Information.

  5. Click Continue to Pricing.

    The Remake Order window opens.

  6. Click OK.

    The original order's pricing is carried over to the new remake order and the amount the patient paid on the original order is automatically applied. The Process Order window opens.

    • If you need to change the pricing, click Go to Pricing in the Remake Order window to open the Current Pricing screen and proceed with the order from there. You must add the same insurance and discounts that were on the original order. For instructions, see Pricing and Adding Insurance to Orders.
  7. Perform one of the following:
    • Click Put on Hold to put the order in Lab On Hold status.
    • Click Process Order Now to automatically send the order to the lab and generate the claim (if applicable).

    The Remake Successful window opens and displays the Order IDs for both the original order and the new remake order.

    If this is a manual order, the Remake Successful window displays instructions on whether you need to contact the lab to notify them of the remake. Requirements vary, depending on the type of lab you are using.

  8. Click Print Invoice to open the invoice for printing.

When you remake an order, the original order is completely returned and an identical new one is created.

  1. On the left side of the Demographics screen, click Material Orders.

    The Material Orders screen opens.

  2. Click the Invoiced tab, if it is not already displayed.
  3. Locate the order you want to remake in the Invoiced Orders list, and select Remake from the Actions drop-down list.
  4. In the Remake Order window:
    1. Select the Remake Reason.
    2. Click Remake Order.
    If you do not have the correct permissions to create the remake, an Access Denied - Temporary Override window displays, allowing another user with permission to enter their username and password and give you temporary access.

    The Order Summary screen for the remake order opens. The remake reason you selected appears under Order Information.

  5. Review the order and click Change in each section to make changes, as appropriate.
  6. Once you have made all the necessary changes in the Order Summary screen, click Continue to Pricing.
  7. Add the same insurance that was on the original order. For instructions, see Pricing and Adding Insurance to Orders.
    If you need to refer to the original order information, click Original Order Pricing.
  8. Reapply and discounts, if necessary.
  9. Click Save to save the order for invoicing later, or click Save & Invoice to generate the invoice immediately.

    The amount the patient paid on the original order is credited to the patient and is automatically selected as the payment method in the Generate Invoice screen for the remake order. You can change the payment method, if necessary. For more information on invoicing, see Invoicing Orders.

View a remake order's Remake History to see information about the original order, including the order number, order date, promised date, current status, and claim status.

  1. On the left side of the Demographics screen, click Material Orders.

    The Material Orders screen opens.

  1. Click the Invoiced tab, if it is not already displayed.

    The Invoiced Orders list shows the patient’s invoiced orders.

  2. Locate the remake order in the list. Remake orders are indicated with a black double arrow icon in the Order column,
  3. Click the green down arrow next to the remake order. The additional information panel opens and displays the Remake tab.
  4. Click the links in the Remake tab to see more information on the original order.
    • Click the Order link to open the order summary.
    • Click the Status link to open the Order Status History window.
    • If the order has a claim, click the Claim Status link to open the claim detail in Claims Management.
      The Claim Status link is available only if enabled by your administrator.