Glasses Receipt

**Kclonch** · 01-08-2015, 01:27 PM

Do any of you have something posted at the bottom of the sales receipt that all sales are final after order due to the lens being a customized product? If so, what do you have? I don't want to come across wrong but I also want to protect the sale....

**newguyaroundhere** · 01-08-2015, 01:38 PM

We have it on our receipts. We explain to customers that their glasses are a customized product and that if they want to make any changes to order or wish to cancel the order altogether, they have to notify us within 24 hours. After 24 hours there is no turning back. Everyone in our office goes over this with our patients and the patient must sign the bottom of the receipt acknowledging we explained this and they accept it as such.

We used to allow them 10 days to do any exchanges or returns but it became a mess and costly when you have patients who change their mind multiple times within that 10 day timeframe.

**sharpstick777** · 01-08-2015, 01:41 PM

Although its good to have, post and share these policies... its also good to be flexible when that special situation arises. Its sometimes better to eat a job than lose a patient and their referrals
.

**Chad Sobodash** · 01-08-2015, 02:04 PM

Originally Posted by sharpstick777

Although its good to have, post and share these policies... its also good to be flexible when that special situation arises. Its sometimes better to eat a job than lose a patient and their referrals
.

Depends on the patient and their referrals. Last year we had a woman who, when told she would be getting a Shamir lens, simply stated that she would not purchase that lens. I explained to her why it would be the best lens for her particular condition, and she replied ... well, I don't feel comfortable posting her response here, suffice to say her antisemitism prevented her from hearing us out. Yes, she actually refused to purchase a product because it was produced by a company from Israel.

So yeah, there's some patients that I have no problem "losing." Patients are people, and some people are absolutely rotten. If providing standardized service is apt to lose them, I pat myself on the back for creating those standards.

**jefe** · 01-08-2015, 04:09 PM

Originally Posted by sharpstick777

Although its good to have, post and share these policies... its also good to be flexible when that special situation arises. Its sometimes better to eat a job than lose a patient and their referrals
.

There's a long-time Optiboard member who used to own his own shop, Dave Metzger. He has as a footer on all his posts "Money carefully refunded". Sometimes, fortunately not often, handing money back is the best, most prudent course of action.

**Jubilee** · 01-08-2015, 09:11 PM

Its rare we refund, but there have been times it has been the best path for us and the patient. We did 3 refunds last year. 2 have been back since, along with their families. The other, well it was well worth the money to put us all out of that misery...

**drk** · 01-09-2015, 09:59 AM

My question: I'd love to print out all sorts of gobbledy-gook on my receipts, but I don't have the method.

We also print a lot of internal forms, order forms, etc.

I guess I could dedicate a printer solely to receipts and have the gobbledy pre-printed on the back, and then select the proper printer when clicking "print".

Is that what you all do?

**newguyaroundhere** · 01-09-2015, 10:24 AM

Originally Posted by drk

My question: I'd love to print out all sorts of gobbledy-gook on my receipts, but I don't have the method.

We also print a lot of internal forms, order forms, etc.

I guess I could dedicate a printer solely to receipts and have the gobbledy pre-printed on the back, and then select the proper printer when clicking "print".

Is that what you all do?

We actually had it included on our itemized receipts that print out whenever they order glasses from us. Wasn't too much effort, but we are a larger practice, so smaller M&P shops might require a little more effort to have that included.

Another option is possibly having brochures printed out explain your office's policies on warranties, exchanges/returns/cancellations, additional offers, etc

**drk** · 01-09-2015, 10:35 AM

I like the brochure idea. Thanks.

**optical24/7** · 01-09-2015, 10:50 AM

Store credit if you (or I ) wish to do business together again. If I refund, I don't wish to see you darken my doorstep ever again!

**ak47** · 01-09-2015, 03:41 PM

Originally Posted by optical24/7

Store credit if you (or I ) wish to do business together again. If I refund, I don't wish to see you darken my doorstep ever again!

+1

**Paul Smith LDO** · 01-09-2015, 09:27 PM

Originally Posted by jefe

There's a long-time Optiboard member who used to own his own shop, Dave Metzger. He has as a footer on all his posts "Money carefully refunded". Sometimes, fortunately not often, handing money back is the best, most prudent course of action.

Love that one. I have a small paragraph toward the bottom of my receipts explaining that both the patient and provider agree that the patient is responsible for the full amount irrespective of the insurance coverage. The patient agrees to pay any outstanding balance. Lenses are customized exclusively to the patient. However, I reserve the right to refund a percentage of the purchase if the party is not agreeable to a restyle. I may change the wording to, "Money carefully refunded"

**Kclonch** · 01-15-2015, 04:40 PM

Thanks for all your input! Greatly appreciated!! :)

**AngeHamm** · 01-20-2015, 08:33 AM

Originally Posted by Jubilee

Its rare we refund, but there have been times it has been the best path for us and the patient. We did 3 refunds last year. 2 have been back since, along with their families. The other, well it was well worth the money to put us all out of that misery...

Yes.

**Robert Martellaro** · 01-20-2015, 11:36 AM

Originally Posted by optical24/7

Store credit if you (or I ) wish to do business together again. If I refund, I don't wish to see you darken my doorstep ever again!

Amen brother. It's unreasonable to expect refunds on custom made lenses, and on the time spent interpreting the Rx and designing the eyeglasses. The only exceptions are if one or both parties are deceased- if I die, you'll get a full refund, if you so choose (it hasn't happened yet!), and if you die, I'll refund everything but material cost (happened two months ago- the family thought that was very reasonable).

**Dave Metzger** · 01-27-2015, 07:12 PM

Thanks for the reference JEFE. Money carefully refunded , however over the course of 15 years, I wrote 3 checks to fire the customer. To cover my donkey, I had the receipts and signage near the register that all sales were final. They appreciated that I violated policy to help only them!

**sharpstick777** · 01-28-2015, 02:07 PM

There has been a few times that I handed the money back to the patient... and then said "we have taken care of the financial issue with you, but that still leaves a visual one, I still have some tools and things we can try to get you the best vision. You are welcome to go somewhere else, but they will probably repeat the issue, and you are again left frustrated. I have some solutions we can look at if and when you are ready to give us the opportunity"

Only once did a patient not hand us the money back...