Prescription Verification

Prescription verification is a critical step in the lens order workflow. This guide walks you through the verification process and best practices.

Why Verify Prescriptions?

Verifying prescriptions before processing orders:

• Ensures prescription accuracy and validity
• Confirms prescription hasn’t expired
• Catches customer entry errors
• Reduces costly remakes and returns
• Maintains compliance with optical regulations
• Protects your business from liability

Caution

Always verify prescriptions before sending orders to your lab. Processing an invalid prescription results in wasted time and materials.

Accessing Orders Needing Verification

From WooCommerce > Orders

1. Navigate to WooCommerce > Orders in WordPress admin
2. Filter by Prescription Status: Pending or Awaiting Prescription
3. Orders are sorted by oldest first (prioritizes longest waiting)
4. Color-coded badges show status at a glance:
   • Yellow (#f0b849): Pending verification
   • Blue (#0073aa): Received
   • Green (#46b450): Verified
   • Gray (#ccc): None (no prescription needed)
5. Look for orders with On Hold status
6. Check order notes for “Awaiting prescription” entries
7. Open individual orders to review lens configuration meta box

The Verification Process

Follow these steps for each prescription:

Step 1: Open the Order

1. Click the order number to open the order details page
2. Scroll to the SpecCart Lens Configuration meta box
3. Review the complete lens configuration

Step 2: Download and Review Prescription

For uploaded prescriptions:

1. Click the Download Prescription File button
2. Open the file (PDF, JPG, or PNG)
3. Verify the file is:
   • A valid prescription (not a receipt or invoice)
   • Legible and complete
   • Not expired (check prescription date)
   • Issued by a licensed optometrist or ophthalmologist

For manual entry prescriptions:

1. Review the OD/OS values displayed in the meta box
2. Check that all required fields are present
3. Verify values are within acceptable ranges
4. Confirm PD (pupillary distance) is reasonable (typically 54-74mm)

Step 3: Check for Red Flags

Watch for these common issues:

• Expired Prescription: Most prescriptions are valid for 1-2 years
• Missing Values: Incomplete sphere, cylinder, or axis
• Impossible Values: Out-of-range sphere (+20 to -20) or cylinder values
• Missing PD: Required for accurate lens crafting
• Poor Image Quality: Blurry or cut-off uploaded images
• Wrong Document: Receipt, order confirmation, or non-prescription document

Tip

If AI extraction was used, check the Confidence Score and Warnings section. Low confidence (<80%) requires extra scrutiny.

Step 4: AI Extraction Review

If the order shows AI Extraction Details:

1. Check the Confidence Score:
   • High (95%+): Generally accurate, quick review sufficient
   • Medium (80-94%): Review carefully, spot-check values
   • Low (<80%): Requires manual verification against source file
2. Review any Warnings displayed
3. Note if Customer Edited is “Yes” (they modified extracted values)
4. Compare extracted values against the uploaded file if confidence is low

Step 5: Verify or Reject

To Approve a Prescription

1. In the Prescription Verification section:
2. Add optional notes (e.g., “Prescription valid until 2027-03-15”)
3. Check the Mark prescription as verified checkbox
4. Click Update or Save Order

The system will:

• Mark prescription as verified
• Record your name and timestamp
• Send verification email to customer
• Auto-release order to Processing (if paid)
• Add order note for audit trail

To Reject a Prescription

If the prescription is invalid, expired, or incomplete:

1. In the Prescription Verification section:
2. Select the Reject action
3. Enter a rejection reason explaining the issue
4. Click Update or Save Order

The system will:

• Mark prescription status as Rejected
• Store the rejection reason
• Add order note with rejection details
• Request customer resubmission via the rejection workflow

Adding Verification Notes

Verification notes are optional but recommended for:

• Recording prescription expiration dates
• Noting unusual values that were confirmed
• Documenting customer communications
• Adding special instructions for the lab

Examples:

• “Prescription expires 2027-06-01”
• “Customer confirmed high cylinder value via phone”
• “PD measured in-store, valid”
• “Progressive lens - customer is first-time user”

Communicating with Customers

Sending Reminders

For orders awaiting prescription upload:

1. Open the order
2. Scroll to SpecCart Actions section
3. Click Send Prescription Reminder
4. Reminder email sent with magic upload link
5. Reminder counter increments

Requesting Clarification

If prescription requires customer clarification:

1. Add an order note (visible to customer)
2. Change order status to On Hold (if not already)
3. Use WooCommerce’s built-in customer email
4. Or call customer directly using billing phone number

Best Practices

Daily Verification Routine

Establish a daily verification workflow:

1. Morning: Check SpecCart > Orders for new prescriptions
2. Review: Verify all prescriptions submitted in last 24 hours
3. Follow-up: Send reminders for prescriptions >3 days old
4. Release: Verify and release orders ready for lab

Quality Checklist

Use this checklist for every prescription:

• Prescription is from licensed eye care professional
• Prescription is current (not expired)
• All values are present (sphere, cylinder, axis if applicable)
• PD is included and reasonable
• Values match uploaded document (if manual entry)
• Lens type matches prescription type (single vision, progressive, etc.)
• No impossible or out-of-range values
• Image quality is sufficient (if uploaded file)

When to Contact Customer

Contact the customer directly if:

• Prescription is expired (within 30 days of expiration)
• Values seem unusual or extreme
• PD is missing
• Uploaded file is illegible
• Document appears to be a receipt, not a prescription
• Prescription type doesn’t match lens configuration

Documentation

Always document verification:

• Add verification notes for unusual cases
• Record prescription expiration dates
• Note any customer communications
• Document special lab instructions

Verification Statistics

Track your verification performance:

1. Navigate to SpecCart > Dashboard
2. View verification statistics:
   • Total prescriptions pending
   • Average verification time
   • Verification rate (verified vs. total)
   • Prescription methods breakdown

Use this data to:

• Identify bottlenecks
• Optimize staff workflows
• Improve customer communication
• Reduce verification delays

Prescription File Access

Prescription files are stored securely:

• Location: wp-content/uploads/speccart-prescriptions/YYYY/MM/
• Privacy: Files marked as private in WordPress
• Security: Directory protected with .htaccess and index.php
• Naming: Randomized filenames to protect customer privacy

Caution

Do not share prescription file URLs publicly. They contain sensitive health information protected by privacy laws.

Troubleshooting

Can’t Download Prescription File

If download button doesn’t work:

1. Check file still exists in Media Library
2. Verify file ID in order meta matches attachment
3. Ensure you have permission to view private attachments
4. Check for server file permission issues

Order Won’t Release After Verification

If order stays On Hold after verification:

1. Check payment status - order must be paid
2. Verify order was held specifically for prescription
3. Review order notes for other hold reasons
4. Manually change status to Processing if automation failed

Customer Didn’t Receive Verification Email

If customer reports no email:

1. Check order notes for “verification email sent” confirmation
2. Verify email is enabled in WooCommerce > Settings > Emails
3. Check customer’s spam/junk folder
4. Resend manually via WooCommerce order actions

Related Topics

• Review Order Workflow for complete process
• Configure Email Notifications
• Set up Automation for reminders