How to fulfill dry eye and OTC orders using Eye Drop Ship

Why Use EyeDropShip?

EyeDropShip can help your clinic:

• Offer more products without carrying more inventory. Recommend products without investing in additional inventory or managing expiration dates.
• Save your team time. EDS handles packing and shipping when you choose drop-ship fulfillment, sending the order directly to the patient or your office.
• Give patients online convenience. Patients can purchase recommended products directly through your clinic rather than searching for them elsewhere.
• Continue using your existing inventory. If you already have the product in-office, you can choose Manual Fulfillment.
• Capture sales after the patient leaves. Send a follow-up with an Order Link so patients can conveniently purchase recommended OTC products when they're ready.

You do not need an EyeDropShip account to use EDS fulfillment through Otto.

How an EyeDropShip Order Works

1. The Patient Places an OTC Order

   • The patient places an order containing an OTC product through Otto.
   • All OTC orders require clinic review before processing and will appear as Awaiting Processing.
   • This gives your team an opportunity to review the order and determine the appropriate fulfillment method before anything is submitted.

2. Review the Order & Choose the Fulfillment Method

   • For each applicable product, choose how you'd like to fulfill it:
     • EyeDropShip (EDS): The product is ordered from EDS and shipped directly to the patient or your clinic.
     • Manual Fulfillment: Your clinic handles fulfillment outside of EDS—for example, using inventory you already have in-office and the patient opted for office pick-up.
   • Select whichever makes the most sense based on inventory and fulfilment method.
   • If applcable, consolidate multi-product orders into as few shipments as possible by selecting the same supplier for all products.

3. Process the Order

   • Once everything looks correct, click Process Order. At that point:

     • The patient's payment method is charged and an invoice is sent automatically sent to them.
     • The first time you process an EDS order, Otto will prompt you to enter the clinic's credit card for the wholesale billing.
       • This is the clinic's credit card—not the patient's
       • Your clinic's card details will be saved for future EDS fulfillment charges.
     • EyeDropShip receives the order for picking, packing, and shipping of the applicable products, mailing it to either the patient or your office.

EyeRecommend clients can opt for direct billing on EDS orders. Go to: Settings > Preferences > Pay Cost to Clinic for EDS Orders via Buying Group > Yes > Save

EyeDropShip Shipping & Handling

EDS shipping and handling costs vary by country.

• Canada:$10 shipping + $7.67 handling = $17.67
• USA: No shipping charge + $7.67 handling = $7.67

Your clinic pays the applicable EDS shipping and handling costs. However, we recommend passing these costs on to the patient.

Configuring Patient Shipping Fees

• Rules can be configured based on factors such as: Supplier, Product category, Order value, Quantity, Supply duration, etc.
• This allows your clinic to create a shipping strategy that works with your pricing and fulfillment model.

How to Configure Shipping Fees for Eye Drop Ship Orders: Check out this link for a full explanation of how to configure your EDS shipping fees.

EyeDropShip Fulfillment & Delivery

EyeDropShip orders are fulfilled from:

• Quebec for Canadian orders
• New Jersey for US orders
• When products are in stock, orders typically ship the same day.
• Delivery is generally around 2–3 business days, depending on the destination.
• EDS orders are shipped in non-branded packaging.

Patients can have eligible orders:

• Shipped directly to them, or
• Shipped to your clinic for pickup

Finding Tracking Information

Once tracking information has been provided, you can view it directly in Otto.

1. Go to your Order Log.
2. Find the applicable order.
3. Click the arrow to the left of the Order ID.
4. Review the individual PO details for available tracking information.

Understanding the Financials

There are two sides to an EDS transaction:

• Patient Sale: The patient pays the retail price set by your clinic, along with applicable taxes and patient-facing shipping fees.
• EDS Wholesale Purchase: Your clinic pays the EyeDropShip wholesale product cost, plus applicable EDS shipping and handling.

The retail amount paid by the patient, minus applicable transaction processing fees, is deposited into your clinic's account.

Finding the Patient Invoice

To view what the patient was charged:

1. Open the order in Otto.
2. Scroll to Payment Details.
3. Click the hyperlinked date to open the patient invoice.

Finding Your EyeDropShip Wholesale Invoice

The EDS wholesale invoice shows what your clinic paid for the order.

1. Open the applicable order.
2. Scroll to Product Details.
3. Click the colored status bar beside the product quantity to open the Purchase Order (PO).
4. Click View Receipt in the top-right corner.

This will open the EyeDropShip wholesale invoice.

Available OTC Products & Wholesale Pricing

Current EDS wholesale pricing can be reviewed here:

• Canada Price List
• USA Price List

Order Issues

If you experience an issue with an EDS order, contact Otto Support. This includes situations such as:

• Shipping fees not calculating as expected
• Wholesale product costs appearing incorrect
• An error appearing while processing the order
• A processed EDS order requiring attention
• Help configuring your Shipping Rules
• Questions about an EDS return

Our team can help investigate the order and determine the appropriate next steps.

Best Practices for Selling OTC Products

• Use EDS to expand your selection. You don't need to stock every product you recommend. EDS lets you make more options available without carrying additional inventory.
• Use your clinic inventory when it makes sense. Have the product sitting on your shelf? Choose Manual Fulfillment instead.
• Review your Shipping Rules. Consider passing applicable EDS shipping and handling costs to the patient so these charges don't unexpectedly reduce your margin.
• Send follow-ups. When recommending an OTC product during an appointment, send the patient a follow-up with an Order Link. This gives them a convenient way to purchase the exact product you recommended after they leave.

Quick Summary

• What is EyeDropShip? A fulfillment option for eligible OTC products that allows EDS to pack and ship the product to the patient or your clinic.
• Do OTC orders automatically process? No. All OTC orders appear as Awaiting Processing and require clinic review.
• Do I need an EyeDropShip account? No. EDS fulfillment is handled directly through Otto.
• Do I have to use EyeDropShip? No. Choose Manual Fulfillment whenever you'd rather fulfill from your own inventory.
• What card is requested on my first EDS order? Your clinic's credit card. It is used to cover EDS wholesale and applicable fulfillment costs—not the patient's purchase.
• Can I pass shipping and handling costs to the patient? Yes. Configure your patient-facing charges using Shipping Rules.
• Who sets the patient price? Your clinic controls the retail price.
• Where can I find tracking? Expand the applicable order in your Order Log and review its PO details.
• Where can I find the EDS invoice? Open the applicable PO and select View Receipt.