How to Process a Warranty Claim for Frames Only
1. Confirm that the patient purchased the BJ's Eyeglasses Protection Plan upon the sale of their original Rx order
Locate the original invoice in the patient ledger to review the order. You cannot process replacements for lenses, frames, or whole orders unless this protection plan was already purchased. Take note of this invoice number, as you will require that information for later step in this workflow.
2. Create a New Rx Order for the Patient and select "Frame Only"
3. Select the same frame information as was sold on the Original Order
4. Complete the new order form by selecting Inventory or Frame Supplier options as needed
Remember to include all required information on the new order form according to standard Rx ordering workflow.
5. Review all details for the new order, then click "Post to Invoice" to proceed
6. Select the newly created order and "click Post to New Invoice" to generate a new invoice
7. When the new invoice appears, click "New Note", then add the original order's invoice number and SAVE
For all redemption orders, the invoice notes field should only display the invoice number as formatted in the example below. Adding additional words/characters in the notes field will cause the redemption process to fail.
8. Click the "Discount" button
Select all line items, then click the "Reason" field menu. Select "BJ's Frame Only Warranty" from the drop-down list, and then save the discount:
9. On the discounted invoice, click Misc Item to add "BJ's Lens Replacement Co-Pay" in a new line item
10. Collect payment from the patient for the new co-pay charge and/or post the invoice
The new replacement order is now ready to be completed as normal