Prescription Verification Policy & SOP

Prescription Verification Policy & Standard Operating Procedure

This document describes how Moxielens collects, verifies, and stores customer prescriptions prior to fulfilling orders for powered (prescription) colored contact lenses.

Document No. MXL-SOP-001
Version 1.0
Effective Date June 17, 2026
Reviewed By Operations Manager
Review Cycle Annual
Applies To All powered lens orders

1. Purpose

The purpose of this SOP is to ensure that all customers purchasing powered contact lenses from Moxielens hold a valid, current prescription issued by a licensed eye care professional (optometrist or ophthalmologist), and that this prescription is verified before any such order is dispatched.

2. Scope

This procedure applies to all orders placed on moxielens.com where the customer selects a sphere power other than 0.00 (Plano). Orders for 0.00 power lenses (cosmetic, non-prescription) are exempt from this process.

3. Responsibilities

Role Responsibility
Customer Service Team Receive prescription submissions, send confirmation and follow-up emails, flag non-compliant submissions.
Licensed Optician / Verification Specialist Review and approve or reject prescription documents. Must hold relevant professional qualifications.
Fulfillment Team Hold all powered-lens orders pending verification approval. Do not dispatch without a Verified status in the order management system.
Operations Manager Oversee the process, maintain records, handle escalations, and conduct annual SOP review.

4. Prescription Collection — Website Flow

Customers submit prescriptions via the dedicated Prescription Upload Page at moxielens.com/pages/upload-prescription. This page is linked from:

  • Order confirmation emails (for powered lens orders)
  • Product pages (for powered lens products)
  • The website footer under "Customer Care"

The form collects the following information:

  • Customer full name and email
  • Order number
  • Left eye sphere (OS) and right eye sphere (OD)
  • Base curve and diameter (if specified on prescription)
  • Prescribing optometrist name and clinic
  • Prescription issue date and expiry date
  • Uploaded prescription document (JPG / PNG / PDF)
  • Customer consent declaration

All submissions are received by the Customer Service Team inbox within minutes of submission.

5. Verification Workflow

1

Order Placed — Powered Lens Detected (T + 0h)

When a customer places an order containing lenses with non-zero power, the order is automatically tagged AWAITING-PRESCRIPTION and placed on hold. No fulfillment action is taken.

2

Prescription Request Email (T + 0–2h)

An automated email is sent to the customer with a direct link to the prescription upload page and instructions on what to submit. A reminder email is sent at T + 24h if no submission is received.

3

Prescription Received & Logged (within 1h of submission)

Customer Service logs the submission in the order management system and assigns it to the Verification Specialist queue.

4

Verification Review — by Licensed Optician (within 24h of submission)

The Verification Specialist checks:

  • Prescription is issued by a licensed optometrist or ophthalmologist
  • Prescription is current (not expired; typically valid for 1–2 years per jurisdiction)
  • Power values match the ordered lenses (±0.25D tolerance)
  • Document is legible and not visibly altered
5

Decision: Approved ✓ Approved

Order status is updated to PRESCRIPTION-VERIFIED and released to the Fulfillment Team for packing and dispatch. Customer receives a verification confirmation email.

6

Decision: Rejected ✗ Rejected

Customer is notified by email within 1 business day, with a clear explanation. The customer is offered three options: (a) resubmit a valid prescription, (b) switch to 0.00 Plano lenses, or (c) receive a full refund. Order remains on hold for 72 hours for customer response before automatic cancellation.

7

No Response — Auto-Cancellation ! No Response

If no prescription is received within 72 hours of order placement (or the rejection response window expires), the order is cancelled and a full refund issued. The customer is notified by email.

8

Dispatch

Fulfillment Team ships only after confirming the order has PRESCRIPTION-VERIFIED status. No powered lens orders may be dispatched without this status.

6. Record Keeping

  • All submitted prescription documents and verification decisions are stored securely in encrypted cloud storage for a minimum of 5 years.
  • Access is restricted to the Verification Specialist and Operations Manager.
  • Records are available for regulatory inspection upon request.
  • A summary verification log (date, order number, decision, verifier name) is maintained in the order management system.

7. Non-Prescription (0.00 Plano) Orders

Customers selecting 0.00 sphere power are purchasing cosmetic (non-prescription) contact lenses. These orders are processed without prescription verification. The product pages clearly state: "Select 0.00 for cosmetic, non-prescription use."

8. Regulatory Compliance

Moxielens acknowledges that contact lenses are regulated as medical devices in many jurisdictions. Our prescription verification process is designed to comply with applicable laws including:

  • United States: Contact Lens Rule (FTC), FDA 21 CFR Part 886
  • European Union: EU Medical Device Regulation (MDR 2017/745)
  • United Kingdom: UK MDR 2002
  • Australia/NZ: TGA Class IIa requirements
Customers in jurisdictions requiring a physical prescription on file are directed to submit their written prescription via the upload page. Moxielens does not dispense prescription lenses without verified documentation.

9. Contact

For questions regarding this policy, please contact: support@moxielens.com