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If I have an online ROE account, but no username, and it states that I never made a username or properly registered through my online account. Where do I go from here?

Please contact ROE’s customer service at 800.228.6663 or info@roedentallab.com with your email address and we will research your account and set-up a new user name and password. This may take 24 hours, so if you are in a need to upload your case, please mention this in the message and we’ll provide an alternative method of uploading.

How do we handle cases that are being returned for credit?

When a case is returned, we quickly assess what is needed for the remake or credit. It should be the same day the case is returned. Please email us your name and the patient name and we’ll respond asap info@roedentallab.com.

What are the fees for your services and products?

Please see ROE Dental’s fee schedule email info@roedentallab.com.

Why am I being charged sales tax, I am tax-exempt.

• Have you sent ROE a signed tax exempt form?
• Yes – it should be in the Dr. Master under documents.
• No – office needs to email ROE the signed form and we can then set up the acct as tax-exempt

I would like to pay my invoice/bill

Let’s complete a credit card form listing the Doctor ID, Dr. Name, Callback number, full credit card number, cvc code, exp, and amount being paid. If you would like to pay with the card on file, please confirm the last 4 digits with them and write the 4 digits down on the slip. If they would like to pay via ACH, please have them fill out an ACH form if they have not already (see Abby if this customer is newly enrolling in ACH), complete a credit card slip stating they would like ACH charged if it is on file.

Notes: We accept credit card, ACH, and check payments

I have questions regarding my invoice/bill

If you would like a copy of an invoice please email info@roedentallab.com.

Do we have Autopay?

We have autopay. We offer credit card autopay or ACH autopay. Please give us a call with ACH information or your credit card info and we’ll set you up. Or go to: https://roedentallab.com/collaboration/roepay/

Can we put money down on a case?

We accept pre-payments. However, the exact invoice total is difficult to calculate in some cases before it started due to additional parts and shipping.

How to pay for a CBCT scan take at ROE?

The doctor tells ROE who is paying for the scan. The referral given to ROE will state either:

a. If the patient is paying, they pay before the scan is taken. By credit/debit card only. We do not accept DISCOVER/cash/check.

b. If the doctor is paying, download CBCT form by printing it from our website: https://roedentallab.com/collaboration/instructions-rx-and-forms/

What is ACH?

ACH is basically a ‘virtual check’. ACH requires routing number and account number from the customer’s bank account, where ROE withdraws the allowed amount from the customer’s bank account directly. ACHs are designed for high-volume, low-value payments, and charge fees low enough to encourage the transfer of low-value payments. We encourage ACH payments because we avoid credit card interest charges and it makes it easier for the customer to pay.

Benefits of ACH:

• Convenience. With an automated payment, you don’t have to worry about writing a check, finding a stamp, and getting it into the mail on time. If you travel on business frequently, you also have peace of mind, knowing that your bills are being paid even when you’re away from home.
• Reduced errors. With an automated payment, you don’t run the risk of forgetting to sign your check or entering the wrong amount.
• Cost Savings. It is expensive to pay somebody to write checks and for most dentists hiring a part-time person that you trust with your checkbook is a challenge and expensive.
• No finance charges – Ever!

How does a customer get started?
– The customer needs to complete and sign the ROE US ACH Enroll/Change Form

Why am I being charged for a remake?

xxxxxxx

What does a ROE online account offer?

Your ROE Online Account is where you can write up your cases, then print or save the Rx for your records or to ship with your case. You can also see the status of your cases and send messages. When you log in, be sure to choose what notifications you want to receive in the “Account” section.

How do I set up my ROE Online Account?

Please review our website at https://roedentallab.com/case-upload/ to learn more about creating an account and adjusting your settings. If you have any difficulties, please reach out to us!

I need a New Online Account and I’m an existing ROE customer

Email info@roedentallab.com and request an online account and we’ll email you the user name and password. Then you can log in and change them.

Forgot my username or password

ROE does not keep passwords. Usernames are in the API. Open the account, click “connect”, wait, find the user name in the right upper corner called  “Application Code”

To find the password or to reset, must have the email address or user name. Click Forgot Username and reset the password.

Submit button does not show up when uploading

Check to make sure you have added a Product, and that you’ve clicked “OK” after entering the product info. If there are any errors or non-completed cells there will be an error(s) near the “OK” button.

Is there a size limit to uploading files?

• The portal limits zipped folders to 400 MB
• The portal limits to the number of files to 20
• Folders must be zipped

Error “Account Locked”

It means the user entered their password incorrectly 5 times.  In order to unlock it, click forgot password and it will generate an automated password reset email.  If you do not receive an email, ROE will need to check the account to see what email was used to set up the account. Email info@roedentallab.com and request the email on file for your online account.

Error “Account Inactive”

ROE can make a simple adjustment, but we need to be contacted. Either email info@roedentallab.com this error with your online email address included, or call us and we’ll take care of you asap.

Error “Rejected”

Don’t get upset. We are not rejecting you. This is an internal issue and probably means that the account is set to “Hold” or “Deleted” and is usually just a clerical error on our part. Just let us know and we’ll fix asap.

Error “Cannot communicate with the Laboratory”

Try submitting again every few minutes. This is server issue and is usually resolved quickly. If it does not self correct, then please call us with your user name and password and we’ll get it sorted out.  One trick is to remove the attachments and click submit. If this allows upload, then you can go back in and click “Edit” on this particular case and add the documents.

Cells are Grayed Out and I cannot enter date

This means the case is already uploaded, and the only option now is to add a document. Also, once a case has been submitted, the submit is not available.

What is the Smile Simulation area for?

ROE performs a lot of smile simulations. This is where you add your full face / full smile photograph for simulation.

If I have an online ROE account, but no username, and it states that I never made a username or properly registered through my online account. Where do I go from here?

Please contact ROE’s customer service with your email address and we will research your account and set-up a new user name and password. This may take 24 hours, so if you are in a need to upload your case, please mention this in the call and we’ll provide an alternative method of uploading.

Where online can I order sleeves myself and not have to call in?

You will need to log into your ROE online account. Once logged in under lab products you’ll find the product CBCT Guide Sleeves. You can then choose your specifics (ex/ implant brand and quantity) then place your order. If you do not find the exact information, there is a notes section for more specific parameters such as height, ID (inside diameter), or OD (outside diameter), and specific implant systems and guided kit.

Where do I go to upload a CBCT?

You can upload your CBCT scans in our online portal. If you need help exporting your DICOMS, please view our website at https://roedentallab.com/collaboration/export-dicom/.

How do I send you my shade images?

Feel free to send any case images to photos@roedentallab.com.

How do I schedule a pickup

When you choose ROE, pick-up and delivery is just a phone call 800 228 6663 #1, or email away – pickup@roedentallab.com. We’ll handle your case anywhere in the country by selecting a courier that is most convenient for your office. To request a pick-up, call the laboratory phone number.

Do you deliver and pick up locally?

Yes! We use a courier service for local doctors. Please contact us at 800-228-6663 to get started.

What is the best way to pack a case for shipping to ROE?

As carefully as possible! Please be sure to disinfect all necessary items (impressions, bites, etc) and bag them if possible. All models should be wrapped as best as they can. Items should be secured and prevented from moving in the box during transit.

What is ROE's shipping procedure?

ROE ships cases via courier or UPS/FedEx depending on your location, with maximum delivery/receiving day of two days.

Do you do pick-up and deliver for local dentists?

Yes! We use a courier service for local doctors. Please contact us at 800-228-6663 to get started, or email pickup@roedentallab.com. .

What shipping methods do you use?

ROE ships cases via courier or UPS/FedEx depending on your location, with maximum delivery/receiving day of two days.

How do I ship cases and what are the fees involved?

We do charge shipping costs, you can contact us to learn more about those costs. You can prepare your shipment utilizing the tools at https://roedentallab.com/collaboration/ups-label-and-case-pick-up/.

Do you charge for pickup & delivery?

We do charge shipping costs, you can contact us to learn more about those costs. You can prepare your shipment utilizing the tools at https://roedentallab.com/collaboration/ups-label-and-case-pick-up/.

When is the earliest time I can get a case returned?

If the case is in the lab now, it is best to call or click the chat and ask about a specific patient. If you are looking for speed on an upcoming case, please give us a ring with what you need. We can usually accommodate with the planning.

Expedite a case – Can I and how much will it be?

Yes, we can expedite cases. We have a fee for this so that you know exactly what to charge the patient. All costs are based on how many days are requested off of standard fabrication time and what is being fabricated. In other words, if the case takes 6 days to fabricate and you’d like it in only 4, we calculate based on 4 days.

How can I print an Rx and UPS label from ROE’s website?

Sure, no problem. If you are in front of a computer go to roedentallab.com and hover over “working with ROE”, click on instructions, RX’s and Forms. The RX’s will be located at the bottom of the page. Select Fixed, Removable, etc. Here is the link: https://roedentallab.com/collaboration/instructions-rx-and-forms/

Go to roedentallab.com and click on “Download UPS label” on the top of the screen. Then click on UPS shield, once you’ve clicked that you will be brought to a UPS guest login screen. Select I’m not a robot, you will then be able to put your information in and print the label. Here is the link: https://roedentallab.com/collaboration/ups-label-and-case-pick-up/

What is the warranty policy?

Our warranty statement can be viewed at https://roedentallab.com/about-roe/warranty-statement/.

What is ROE’s shipping policy?

Our shipping is dependent on our contracted courier services (UPS, FedEx) and are subject to their terms. Cases are typically delivered within two days.

What is our remake policy?

Our remakes are dependent our refunds and warranty policies – you can view them at https://roedentallab.com/about-roe/returns-refunds-cancellations-policy/.

Do you have a return/exchange/refund policy?

Yes we do! Learn about our refunds & remakes policy at https://roedentallab.com/about-roe/returns-refunds-cancellations-policy/.