Returning Orders

You can return individual items on an order (partial return), or return the entire order at one time (full return).

  • Returned orders are not automatically returned or canceled with the lab. You must contact the lab directly to notify them of the return.

  • You can perform partial returns of contact lens orders only if there was no insurance applied. Contact lens orders with insurance must be completely returned.
  • When you return contact lenses, the system checks to see if there is an open (unsent) stock order that includes those lenses and if there is, it automatically reduces the quantity on the stock order by the quantity returned.
  • When you return an eyeglass frame, the frame is returned to inventory by default. When creating the return, you have the option to select not to return the frame to inventory if the order is in Received or Delivered status.
  • Only providers and staff members with the Patient Returns security permission selected in Administration can change order dates. If you do not have this security permission, an Override window displays, allowing another user with permission 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.

  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 return in the Invoiced Orders list, and select Return from the Actions drop-down list.

    The order's Sale Detail list opens.

  4. Complete one of the following steps:
    • For a partial return, select the check boxes next to the individual items to return.
    • For a full return, select the check box at the top of the check box column to select all items.
    • To return all the materials on the order without including the exam, click Full Return without Exam.

    The totals below the Sale Detail list update:

    • Total Sale is the total amount the patient was charged for the order, including any adjustments.
    • Total Paid is the total amount the patient paid less any previous refunds.
    • Previously Returned is the total net sale amount of all items that were previously returned (if any).
    • Return Due is the total net sale amount of all items currently selected for return.
    These totals do not indicate the amount to be refunded to the patient. The refund amount is calculated when you click Return and displays in the Return Order window (step 6).
  5. If you are returning a contact lens order, and need to return only part of the order, select the Qty to return. Partial returns are only available for non-insurance contact lens orders.
  6. Click Return.
  7. If the order shares an authorization with one or more other orders, a message displays, telling you that you will need to recalculate the price(s) of the other order(s). Click OK to continue.

    The Return Order window opens.

  8. Select the Return Reason.
  9. Select the Inventory Return Option, if displayed.
  10. If the Return Note or Inventory Return Note field is displayed, type a note.
    Return Note displays only if you have Required Notes set up for returns in Administration.
  11. If there is a Refund Amount, select the Refund Method:
    • Select Credit to add the amount as a credit to the patient's account.
    • Select Refund to refund the amount to the patient. Enter the amounts to refund to each payment type. Any remaining amount will be credited to the patient's account.
      • Only providers and staff members with the Process Refunds access option selected in Administration can process refunds. If you do not have access, a Temporary Override window displays, allowing another user with access to enter their username and password and give you temporary access.
      • If you select Mail by check as the payment type when refunding a payment made today, the refund amount is not deducted from today's Daily Closing. As a result, the Calculated amount shown in Daily Closing will be higher than the Actual amount.
      • Cash refund amounts are deducted from today's Daily Closing.
  12. Click Return.

    13. The Return/Refund receipt opens in a new window, and the order status changes to either Partial Return or Full Return, as appropriate. Any credit amount created is added to the patient's available credits.

  • If the order shared an authorization with other orders, the allowance amount for the returned items is now available to apply to the other orders. Access the Pricing screen for the other orders and reapply the insurance to update the allowances. See Pricing and Adding Insurance to Orders for information.

Returning Additional Items from Orders That Have Been Partially Returned

Orders with unreturned items remaining after a return is processed have the Partial Return status. Remaining items can be returned at a later time. The process is the same as in the steps above. Any items that were previously returned display in the order item list, but they cannot be selected. The total net sale amount of all items that were previously returned is displayed as the Previously Returned total underneath the Sale Detail list.