---
title: How to Fulfill Dry Eye and OTC Orders Using Eye Drop Ship
description: Step-by-step guide to fulfilling dry eye and OTC orders through Otto’s Eye Drop Ship program, including shipping options, billing, and manual fulfillment.
---
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# How to Fulfill Dry Eye and OTC Orders Using Eye Drop Ship
## Otto allows your clinic to sell hundreds of over-the-counter (OTC) products online, even if you don't keep those products in your clinic.
---
### 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 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:**](https://know.ottooptics.io/knowledge-base/how-to-configure-shipping-fees-for-eye-drop-ship-orders?hs_preview=bZnyndpq-207483696032&hsLang=en)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**](https://analytics.zoho.com/open-view/2871415000009268127)
- [**USA Price List**](https://analytics.zoho.com/open-view/2871415000009268378)
---
### 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 Order Links.** When recommending an OTC product during an appointment, send the patient 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.
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