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How to Fulfill Dry Eye and OTC Orders Using Eye Drop Ship

Learn how to process and fulfill dry eye and other OTC product orders through Otto’s Eye Drop Ship program, including how billing, shipping, and manual fulfillment options work.

 

How It Works

When a patient places an order that includes dry eye or other OTC products, you can fulfill those items through Eye Drop Ship directly inside Otto. Products are shipped to the patient (or to your clinic for pickup), without you managing inventory or packaging.

Step-by-Step Instructions

Step 1: Open the Order

  1. Click Orders in the left-hand sidebar.

  2. Locate the order in the Orders Log.

  3. Click the order number to open the Order Detail page.

  4. Review:

    • Shipping address

    • Products ordered

    • Payment summary

    • Fulfillment method for each item

If the order requires action, it will show as Awaiting Processing.

Step 2: Choose Fulfillment Method

For each product, under "Order":

  • Select "EyeDropShip" if you'd like to fulfill the order this way

  • Select "Manual Fulfillment" if you prefer to fulfill the order outside of Otto

Some products may offer multiple supplier options. Choose the most efficient method.

Tip: Consolidate products into as few shipments as possible to reduce total shipping fees, even if wholesale costs are slightly higher. As a general rule, the fewer separate shipments, the more economical.

Step 3: Review Pricing Breakdown

On the Order Detail page, you will see:

Patient Total

  • Retail price (set by your clinic)

  • Shipping (based on your rules)

  • Taxes (if applicable)

Clinic Cost

  • Wholesale cost of product

  • Shipping and handling (if applicable)

You control:

  • Retail pricing

  • Shipping fees (configured in Settings > Shipping)

  • Whether to pass shipping costs to the patient

Step 4: Process the Order

  1. Click Continue or Process Order.

  2. The patient’s payment method will be charged.

  3. Your clinic’s credit card on file will be charged for any products fulfilled through Eye Drop Ship.

If this is your first Eye Drop Ship order:

  • You will be prompted to enter a credit card. Note, it is asking for the Clinic's card to cover the wholesale cost, not the patient's card.

  • This card will be saved for future OTC fulfillment charges.

Once processed:

  • Eye Drop Ship handles picking, packing, and shipping.

  • Orders are often delivered quickly (many next business day).

  • No further action is required from your clinic.

Shipping Options

Patients can choose:

  • Ship to Patient (Direct Shipping)

  • Ship to Clinic for Pickup

Shipping fees:

  • Can be passed to the patient

  • Can be customized in Settings (gear icon) > Shipping

  • Can be based on supplier, category, order total, or other rules

How to Add or Remove OTC Products

To Add Products:

  1. Click Products (box icon) in the left-hand sidebar.

  2. In the Available Products column:

    • Check the box beside the product.

  3. Click the arrow to move it into Your Catalog.

  4. Enter your retail price in the Price column.

Otto may provide recommended pricing, but you control final pricing.

To Remove Products:

  1. In the Products module, locate the item in Your Catalog.

  2. Check the box beside the product.

  3. Click Remove from Catalog.

Important Notes

  • Eye Drop Ship fulfillment is optional. You can always choose Manual Fulfillment.

  • Clinics do not need to create a separate Eye Drop Ship account.

  • Products ship in non-branded packaging.

  • You continue to receive invoices from your regular suppliers as usual for other products

  • Some suppliers may charge shipping. You can offset this using shipping rules.

When to Contact Support

  • If shipping fees are not calculating correctly

  • If product cost appears incorrect

  • If a processed order needs to be reversed and has already been sent

  • If you need help configuring shipping rules

  • If you receive an alert about some sort of error with the order

If the issue persists or the order has already been sent to the supplier, please submit a support ticket so our team can investigate further.