Return and exchange process enhancements

October 2025

You can now process returns and exchanges directly in the Provider Portal (under step 9). For exchanges, eligible devices automatically go through order automation for the new devices.

This new process:

• Reduces manual work for you
• Speeds up refunds and new device fittings for members

The paper form for returns and exchanges has been removed from the authorization packet. Ensure your teams are aware of this update and begin using the Provider Portal for all returns and exchanges moving forward.