Using Merchandise Drop

Use Merchandise Drop when an invoiced eyeglass or contact lens order has not been picked up by the patient and you need to adjust off the order's remaining balance for materials. For fully paid orders, you can use Merchandise Drop as a way to indicate in your system that the order was never picked up.

If the patient decides to pick up the order later, or requests a refund, you can reinstate the merchandise drop. Reinstating allows you to copy the order or create a new order that can be processed and delivered or refunded.

To see a list of orders that have been dropped or reinstated, use the Current Patient Orders Report.

  • You can use Merchandise Drop for orders in Delayed, In Process, Received, or Notified status only
  • Only providers and staff with the Merchandise Drop security permission selected in Administration can perform a Merchandise Drop. For information on setting security permissions, see Setting Up Provider Security Settings and Setting Up Staff Security Settings
  • Exam balances are not included in the drop.
  • Using Merchandise Drop and Reinstate Drop does not affect the claim for the original order.

What do you want to do?

Applying a merchandise drop writes off any remaining balance for materials on the order. If the order includes a frame, the frame is automatically returned to inventory. For reporting, sales and receivables are reduced by the balance that was written off. Any amount the patient already paid on the order remains as paid; no patient credit is created when you apply a merchandise drop.

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

    The Material Orders screen opens.

  2. Click the Invoiced tab, if it isn't already displayed.
  3. Locate the order in the Invoiced Orders list and select Merchandise Drop from the Actions drop-down list.

    The Merchandise Drop window opens.

  4. Click Drop Merchandise.

    Any remaining balance due on the order is written off, the frame (if present) is returned to inventory, and the Merchandise Drop receipt opens in a new window. The order status changes to Merchandise Drop.

    • For eyeglass orders, Eyefinity recommends you keep the lenses in an envelope with the patient name and order number, in case you need them later.

    • If you don't want the frame to be returned to inventory, access Inventory and perform an adjustment.

  5. Click Print to print the receipt.

Reinstating a merchandise drop automatically refunds as a credit any amount the patient previously paid on the order and sets the order balance to $0. After you reinstate the merchandise drop, you can collect any amount the patient still owes and deliver their materials by:

  • Copying the order (eyeglasses) or creating a new order (contact lenses),

  • Discounting the order to the total patient out-of-pocket balance,

  • Applying the credit from the previous order and taking payment for the remaining amount the patient owes, and

  • Delivering the order.

Reinstate Drop does not affect the original order's claim or any balance the patient may owe for the exam. Only orders with the Merchandise Drop status can be reinstated.

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

    The Material Orders screen opens.

  2. Click the Invoiced tab, if it isn't already displayed.
  3. Locate the order in the Invoiced Orders list and select Reinstate Drop from the Actions drop-down list.

    The Reinstate Drop window opens.

  4. Click Reinstate.

    If the patient had previously paid any amount on the order, it's added to their patient credit total. The order balance is set to $0 and the order status changes to Reinstate Drop.

  5. To create an identical, new order for processing , locate the order in the Invoiced Orders list and select Copy from the Actions drop-down list.

    The new order opens to the insurance selection screen.

    Keep the following in mind as you create the order:

    • Select Manual for the Lab Submission method if you have the materials for the order in your office. Selecting Electronic will order items you don't need.

    • If you are sending the order to a lab, make sure to deselect the Lab To Make check box on the order Summary for each item you already have.

    • If the original order had insurance, you don't need to apply the insurance to the reinstate order. The reinstate order is only for collecting the remaining amount the patient owes and doesn't require a claim.

    • Use a discount to lower the order balance to the amount the patient owes.

    • Apply the credit that was created by reinstating the drop before taking payment from the patient.