Phone scripts — Mismatched Rx orders

Three call scripts for resolving prescription-type mismatch and frame-Rx incompatibility before fulfillment.

Source: Coda KB p106. Use these scripts when ITFIT or shipping flags an Rx mismatch. Tags this resolves: HELD DUE TO RX ISSUE.

When to use these scripts

ITFIT or shipping has identified one of the following before cutting lenses:

• (A) Prescription is single vision, but the order is for a progressive.
• (B) Prescription is progressive, but the order is for a single vision.
• (C) Order is for Armor base / Armor Slim, but the Rx is outside the supported SPH range (-2 to +6). (Armor Vantage supports any Rx — see Armor Vantage.)

The lab notates the order timeline HELD DUE TO RX ISSUE and tags the CS team. Call the customer before processing.

Issue A — Rx is single vision, order is progressive

Open:

“Hi there, this is _____ with Lucyd. The lab is getting ready to create your lenses, and we noticed an issue with the order. It seems your Rx is single vision, but you ordered a progressive. Do you know why?”

If the customer says it was a mistake:

“Ah, I see. OK, we’ll correct your order to the right lens type. You’ll receive a partial-refund notification because your lenses will cost a bit less than the ones you ordered. Have a nice day.”

→ Update order. Issue the partial refund. Release to lab.

If the customer says “I need progressive/bifocal so I ordered it”:

“OK, I understand. However, the prescription you provided is for distance only, not multifocal. We’ll need an updated prescription issued by your eye doctor.”

→ Give them the email to send it to (info@lucyd.co). → Notate the order: follow up in 1 week if the new Rx isn’t received. → Continue weekly follow-up until either (a) the customer provides a new Rx, or (b) the customer agrees to fill it according to the original Rx sent. → If the order is never resolved, cancel and refund 90 days after it was placed.

Issue B — Rx is progressive, order is single vision

Open:

“Hi there, I’m _____ with Lucyd. It seems your prescription is for a progressive lens, but you ordered a single-vision lens. Can you confirm if you wanted distance only, or if you want a progressive bifocal with distance and magnification?”

If “Mistake, I need progressive”:

“I understand. I can update your order to a progressive (clear / sunglass / transitional / blue light) lens. However, there is an additional cost for the progressive (look up the difference quickly on the lens form). I’ll need to bill you an additional $___ to update the order. If that’s all right with you, I can take card payment over the phone, or send you an email link to pay it when it’s convenient.”

If they pay over the phone: update the order, release to ITFIT. If by email:

“OK, I’ll send the email now. Please let me know if you see an email from Lucyd — you may need to check your spam folder.”

Once they confirm receipt, try to get them to pay on the spot so you can confirm to the lab. Otherwise: revisit in 3 days to follow up.

If “I know my Rx is progressive, I still want single vision / distance only”:

“It’s really recommended to follow the prescription exactly — are you sure?”

If they’re sure:

“OK, we’d be glad to do that for you. But please note that our custom lenses are non-refundable, so if we adjust your lenses as you’re requesting and you’re not satisfied with them, you won’t be able to return them.”

→ Note the customer’s verbal acknowledgment in the Shopify order timeline. → Release to ITFIT.

Issue C — Rx incompatible with Armor base / Armor Slim

The customer’s prescription is outside the SPH -2 to +6 range supported by base Armor. Armor Vantage supports the full Rx range — try to switch them there first.

Open:

“Hi, I’m _____ with Lucyd Eyewear. I’m calling because there’s a slight issue with your order. Your Rx isn’t compatible with the Lucyd Armor / Slim, but it will work with the Armor Vantage. Do you want to check the look of that frame really quick before I confirm changing the order?”

If “no”:

“OK great, I’ll update your order now and it’ll be on its way to you in just a few days. Thanks for choosing Lucyd!”

→ Update the order in Shopify to Armor Vantage. Release to ITFIT.

If “yes”:

“OK, go to lucyd.co and click the SAFETY link in the main menu. You should see Lucyd Armor Vantage. Does it look OK for you?”

If “yes, that looks fine”:

“OK, I’ll update your order now and it’ll be on its way to you in a few days. Thanks for choosing Lucyd!”

If “no, I don’t want Armor Vantage”:

“I understand. Unfortunately, your prescription isn’t compatible with the Armor base models. We can change you to another frame — optical or safety — that suits you better. You could also wear the Armor with contact lenses for your vision correction. Let’s find a solution that will work for you!”

Pricing rules for Issue C:

• Do not offer an immediate refund — try to find an alternate product first.
• Do not charge an upcharge if they switch to a frame at $199 or less.
• Do charge an upcharge if they want to switch to Reebok Optical or any frame over $199.

After every call

• Document the call in the Shopify order timeline: which issue (A/B/C), what was decided, any payment / refund processed.
• Remove the HELD DUE TO RX ISSUE tag once resolved.
• Tag the lab in the order notes to release for fulfillment.

Escalate to Alex if:

• Customer is irate and threatening chargeback.
• International order with Rx mismatch (we escalate all international Rx issues).
• Customer refuses to provide updated Rx and refuses original Rx fulfillment.

See also: Missing Rx / PD workflow · ITFIT procedures