Encore Rx Procedures — order flow, escalations, inventory, invoicing
How Lucyd Rx orders are processed at Encore Optical Laboratories. Armor + Reebok product lines only.
Source: Partnership Agreement executed 5/27/2026, effective 6/1/2026 (Innovative Eyewear × Encore Optical Laboratories LLC, Miami FL) + kickoff call 6/3/2026. Encore is Lucyd’s second Rx lab — see Lab routing for which orders go where, and DECISIONS.md D-16.5.
Scope
Encore fulfills designated Rx orders from lucyd.co for the Lucyd Armor (LCD008) and Reebok (LCD010 Nitrous, LCD011 Reebok Optical) product lines, working from custodial inventory stored at their Miami facility (7963 NW 14th St, Miami, FL 33126). Title to all frames stays with Innovative Eyewear at all times.
Order lifecycle
| Step | Who | Action |
|---|---|---|
| 1 | Lucyd dispatcher | Changes the order Location to Encore’s location, then assigns the order (Encore tag) |
| 2 | — | Encore receives an email notification for every assigned order |
| 3 | Encore | On receipt, sets fulfillment status On Hold — this is the signal the order is in production |
| 4 | Encore | Opens the order in Lens Advisor (order page → More actions → View in LensAdvizor) and verifies the Rx (PD present and in range; lens type matches). Issues → escalate (below) |
| 5 | Encore | Pulls frame from custodial stock, fabricates and installs lenses |
| 6 | Encore | Prints shipping label directly from Shopify (Lucyd’s shipping account) |
| 7 | Encore | Orders over $250: add carrier insurance for the declared value |
| 8 | Encore | Ships direct to the customer → marks the order Fulfilled in Shopify |
The sync rule: On Hold = received and in production at Encore. Assigned but not On Hold = not yet picked up.
Lens Advisor (Rx source of truth)
Lens Advisor is the Shopify app that manages the lens flow and prescriptions on every lucyd.co Rx order.
- Open an order’s Rx: Shopify order page → More actions → View in LensAdvizor — shows the full prescription, PD, and lens configuration
- Verify in Lens Advisor before cutting — line-item properties on the Shopify order mirror it, but Lens Advisor is canonical
- Multi-product orders: one order can carry multiple frames/lens lines (frame + lens + add-ons are separate line items). Each Rx line has its own Lens Advisor record — verify every lens line, not just the first. Unclear → @Alex on the Timeline
Escalations
For missing PD, Rx inconsistencies, missing PO, or any order question:
- Comment on the Shopify order Timeline and @Alex (DTC Fulfillment Manager) — same pattern as ITFIT
- Backup when Alex is on PTO: @Ruben (Wholesale Fulfillment Manager)
- Urgent / cross-order issues: “Lucyd × Encore Ops” WhatsApp group — members are Harrison, Joaquin, Ruben, Alex (Lucyd) + Encore ops. Operations only; finance/invoicing stays out of the group and goes through the accounting email channel.
Rx verification rules are the same as ITFIT’s — see ITFIT Rx Procedures §1–§4 (PD 60–64 standard, lens-type match, frame compatibility).
Turnaround SLAs (contractual)
| Order type | Ships within |
|---|---|
| Single Vision / custom plano | 3 business days |
| Progressive / complex Rx | 7 business days |
Clock starts when Encore has complete, accurate order info. Extended for backorders, Rx verification, frame incompatibility, customer delays, or platform outages.
Custodial inventory
- Encore counts all Lucyd stock weekly in the shared Google Sheet: ENCORE – Lucyd Custodial Inventory (Weekly)
- New dated column each week — history is never overwritten
- The month-end column doubles as the standing inventory report: frames used per SKU feed the monthly invoice
- Quarter-end audit count: a full physical count of all custodial stock on the 1st of each quarter (Jan 1 / Apr 1 / Jul 1 / Oct 1, or first business day). Innovative Eyewear is a public company (NASDAQ: LUCY) — custodial inventory at Encore is in audit scope, so this count is mandatory and date-stamped in the sheet.
- Contract minimum is monthly reconciliation; weekly + quarter-end is our operating standard
- Replenishment: coordinated by Ruben/Alex based on the weekly counts
Invoicing & payment
- Encore invoices once a month, end of calendar month, for all lens work that month
- Invoice/job reference = Shopify order number (
LU####) per line - Invoice is accompanied by a statement listing every order + month total
- Lucyd accounting validates against Shopify orders + the standing inventory report
- Paid net 15 from receipt per agreement
- Pricing per Exhibit A (Encore Optical Price List, Jan 2026) — changes only by written agreement
Key contacts
| Who | Role | When |
|---|---|---|
| Alex | DTC Fulfillment Manager (Lucyd) | Day-to-day order questions — primary |
| Ruben | Wholesale Fulfillment (Lucyd) | Backup for Alex · billing/AP |
| Joaquin | COO (Lucyd) | Process & partnership |
| Robert Conrad | Principal (Encore) | Partnership |
See also: Lab routing — ITFIT vs Encore · ITFIT Rx Procedures · Missing Rx / PD workflow