Phone script — Missing Rx / Missing PD

How to recover an Rx order when the prescription or PD measurement is missing or unreadable.

Source: Coda KB p107.

When to use

The Rx order is being prepared at ITFIT and the lab notes either no Rx attached, no PD provided, or the Rx is unreadable. Don’t escalate yet — work the customer through the recovery flow below.

Step 1 — Email

Email the customer asking for the missing Rx and/or PD. Notate in the Shopify order timeline that you’ve reached out. Set a 7-day calendar reminder to follow up if no response.

Step 2 — Call (only if no email response)

If 7 days pass with no response, call from the number on the order. Notate when you called and set a 2-day reminder to try one more time if they don’t pick up. Leave a voicemail with your callback number if there’s no answer.

Calling script

“Hey, this is _____ with Lucyd Eyewear, how are you today? I’m just calling to verify the prescription info for your order — we seem to be missing your (Rx/PD). Can you provide it to me now?”

If they only need to provide PD:

“OK great, we’ll get this shipped out to you in just a few days. Have an awesome day!”

→ Update the order in Shopify, release to ITFIT.

If they need to provide the whole Rx:

“OK, you can email it to info@lucyd.co or text it to (current line). Let me know when you have it sent and I’ll check it quickly while we’re on the line. Can you see if your PD is on your prescription for me?”

If their PD is on the Rx (received via email/text):

• Verify the Rx is readable and the PD is in range.

“OK, we’re all set. We’ll get this shipped out in a few days. Have an awesome day!”

If their Rx does NOT have a PD:

“OK, we’ll also need your PD number to be sent over. You can call your last eye examiner and they’ll provide it for you. You can also download the free PD Measure app in the app store to measure it with your phone. Once you have your PD, please email it along with your order number to info@lucyd.co. Thanks, have an awesome day!”

→ Notate the order: PD pending. Set a follow-up reminder for 7 days.

Step 3 — Generic PD fallback (after email + 2 calls)

If you cannot reach the customer after emailing once and calling twice (with voicemails), tell the lab to cut the order with a generic PD for a (man/woman) based on your best guess from the customer’s name. If the name is gender-neutral, use a generic male PD by default.

This is a last-resort path — most customers will respond after one call. The generic-PD fallback exists so we don’t sit on Rx orders indefinitely.

After every call

• Document the call in the Shopify order timeline.
• Update the HELD DUE TO RX ISSUE (or equivalent) tag once resolved.
• Tag the lab when the order is ready to be released.

Escalate to Alex if:

• Customer reports the eye exam was incorrect and demands a remake before they’ve provided the Rx in writing.
• International order with missing PD — international Rx workflows have additional steps.
• Customer disputes the PD we used when generic PD was applied.

See also: Rx mismatch call scripts · ITFIT procedures