This troubleshooting guide will help you if you don't know why your orders are "Being Reviewed by WINKSYNC"
There could be many factors to it but in the following guide we will walk you through the most common ones.
1. Check errors from the "Batch Ordering" Window
Here you will be able to verify what is missing on the worksheet or if you cannot locate any issues you can try this option.
Suppliers >> Batch ordering
Enter the worksheet number (R# not O#) >> Add >> Select “Regular” button
In the error above (in red) you can see “Validation Error” “Lens is not found in catalog” This means that the lenses selected are not available to be ordered with the supplier.
2. Check on the Character limitations
Any free type space on the order form is accumulated with a character limitation (including spaces and symbols). These limitations are restricted by the lab supplier and will cause the order “Being Reviewed by WINKSYNC” when it is over the limit. It is safe to say to keep the characters as little as possible. This will be the first area you would want to check when the order is stuck.
Example: (4 places in the order form) Characters limitations are taken into account for all 4 places in the order form and the accumulated value cannot be over 40 characters approximately (Depending on Lab Supplier).
3. Check on the "Estimate" value when placing an order form
When placing an order you can see if there is an “Estimate” cost on the order form. If it is “blank” that means the selected lenses are not part of the catalogue. You would have to select another combination from the lenstree that has an "Estimate" (Lens cost value).
In WINK we allow you to create any combination to add to your Worksheet lenstree. You can add combinations in your lenstree including discontinued lenses or coatings.
However, when it is being pushed to order form it gets verified with the catalogue being passed onto us from the Lab supplier. If the server cannot match the combination selected on your order form to the catalogue we have on our server, it won’t show you the “estimate” (cost) for the lenses.
Therefore to check what is available for you in the catalogue you can try the following step “Part A”
PART A. To ensure if the lenses are in the catalogue or not or simply what lenses are made available for you to order (This is your entire catalogue view including the ones you didn’t add on your lenstree)
Orders: New / Checkout >> New RX Order
Retype the same exact prescription, and measurements into this form (The one Being Reviewed by WINKSYNC). If you don’t see the lens combination you want (Design, Material & Coating combination) on this lens tree. This means it is not part of the catalogue passed onto WINK.
4. Check Lens Diameter, Lens Thickness and Lens Base Curve
There are some suppliers which don't take the Lens Diameter, Lens Thickness and Lens Base Curve specified from the Order which causes the order to be stuck. Instead, type the specified values in the lab instructions.
Before:
After:
5. Remaking new order if it has been over 24 hours
When none of the above issues applies to your order then simply recreate a new Order and submit again.
There could be times when there are too many jobs in queue (including other orders from other customers) or server slowness which could cause a delay in sending orders.
We have developers keeping an eye on the order queue but sometimes when there are too many orders in line it could delay orders up to 24 hours. When it has been attempted to be pushed over 24 hours but still shows “Being Reviewed by WINKSYNC”.
Please remake a brand new order as it will not go through even if you hit SEND again from the Order form. (A new O# will be generated)
“Remember to delete the old order before doing so”
Example: Time and date to check for the last attempt in sending the order.
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