How to Return
Alcon Contact Lenses
If you’re an Eye Care Professional looking for instructions on how to return an Alcon contact lens order for a patient, you’re in the right place.
Follow the below steps to complete the return.
STEP 1: Ensure the Order is Eligible for Return
There are a few requirements for eligibility. Please ensure the patient’s return meets the below checklist.
ELIGIBILITY FOR RETURNS:
Return must be for an Alcon contact lens
Return claim must be submitted within 100 days from date of purchase
Return claim must come from patient’s place of purchase
Purchase receipt required
STEP 2: Log into the Satisfeyed Guarantee Portal
You will need to enter in the below information to register for the return platform.
REGISTRATION INFORMATION NEEDED:
Account Name
Account Mailing Address
Account Ship-to Number
Account Phone Number
Account Email
If you have any trouble finding this information, please contact your Alcon sales rep for help.
STEP 3: Fill out the Claim
The step-by-step process will ask for the following information. The claim must be fully completed to start the returns process, so please fill out the information to the best of your ability.
REQUIRED INFORMATION FOR CLAIM:
Prescribing Eye Care Professional NPI (see https://npidb.org/ if reference is needed)
Prescribing Practitioner Name
Brand Name and Lens Type*
Purchase receipt*
Date of Purchase*
Place of Purchase*
Reason for Patient Return
Total Number of Boxes Purchased
Number of Unopened Boxes
Number of Opened Boxes - Alcon accepts up to two opened boxes in alignment with our policy
Product Cost (as reflected on patient’s receipt)
Adverse Event Occurrence - If yes, a report is required by law. See the top article in the News section of your Satisfeyed Guarantee dashboard for guidance and details.
*Indicates requirement for eligibility. If these are not met, you will not be able to return the order. Please refer to step 1 for more information.
STEP 4: Box and Ship the Return
A return label will be sent to the email provided. Print the label, box the return and ship at your convenience.
Ready to Fill out a Return Claim?
Click below to start the process. See below for information on what happens after you submit the claim.
If you have any trouble finding this information, please contact your Alcon sales rep for help.
What Happens After I Submit the Claim?
After the claim is submitted, you can view the status on your Satisfeyed Guarantee dashboard.
Alcon’s internal team will review the claim, and reimburse the amount approved to the associated account.
At this time, you can reimburse your patient knowing that the return request process is complete.
NOTE: If there was an adverse event, you are required to provide additional information via the Alcon Notifeye portal.
Need Help?
Please contact US Vision Care Customer Service for any questions at 1-800-241-5999.
©2022 Alcon Inc. US-VC-2500041