If a late delivery forced you to reschedule a patient, your practice manager can pursue a service credit from the courier on the practice's behalf.

Before you raise it

1. Note the delivery date the courier originally gave and the date the parcel actually arrived.
2. Note whether a patient appointment was rescheduled, and any cost to the practice.

What to have ready

Start a support request in the OneSmile Concierge chat and include:

• Practice name
• Patient name
• Case number
• The consignment or air waybill number
• Expected delivery date
• Actual delivery date
• What the delay cost you

Still need help

If this article did not resolve your question, your practice manager is your first point of contact for case and product support. For anything that needs a tracked outcome, start a chat with the OneSmile Concierge using the chat button on this page. Include the patient name, the case number and the current aligner number so it can be actioned without a follow-up question.