FAQ

Common questions store owners and customers ask about SpecCart functionality.

Prescription Questions

Can customers use a contact lens prescription?

No. Contact lens prescriptions and eyeglass prescriptions are different. Contact lenses sit directly on the eye, while eyeglasses sit about 12mm away from the eye, which requires different measurements and values.

SpecCart is designed exclusively for eyeglass prescriptions. Customers should provide their most recent eyeglass prescription from their optometrist or ophthalmologist.

Contact Lens Prescriptions Not Accepted

If a customer tries to use a contact lens prescription for eyeglasses, the resulting lenses will be incorrect and potentially harmful. Always verify customers are using an eyeglass prescription.

What if a customer doesn’t know their PD (Pupillary Distance)?

Customers have several options if they don’t know their PD:

1. Check their existing prescription - Many optometrists include PD on the prescription (though it’s not required)
2. Contact their optometrist - Most optometrists will provide PD measurements upon request
3. Use an average value - Adult PD typically ranges from 54-74mm, with 63mm being average for adults
4. Measure at home - Customers can measure their own PD using online guides and a ruler, though this is less accurate

PD Field Validation

SpecCart accepts PD values between 46mm and 80mm. If a customer enters a value outside this range, they’ll receive a validation error.

Can customers change lens options after ordering?

Once an order is placed and payment is processed, customers cannot change their lens configuration through the configurator. However, as a store owner, you have two options:

1. Before verification - You can edit the prescription and lens options in the order details page before verifying and sending to the lab
2. After verification - The customer would need to cancel and reorder, or you can manually create a new order with the updated configuration

Why This Policy?

Lens configurations are tied to pricing calculations. Allowing changes after checkout could create billing discrepancies and fulfillment errors.

Is prescription data secure?

Yes. SpecCart implements multiple security measures:

• Encryption in transit - All prescription data is transmitted over HTTPS
• Server-side validation - All data is validated before storage
• Access controls - Only administrators with manage_woocommerce capability can view prescription data
• Secure file uploads - Prescription images are stored in protected directories and validated for file type
• Magic link security - Prescription upload links expire after use or after 7 days

Customer prescription data is stored as WordPress order metadata and inherits all WordPress security protections.

What file formats are accepted for prescription uploads?

SpecCart accepts the following image file formats:

• JPG/JPEG - Recommended for photos
• PNG - Recommended for scanned documents
• PDF - Single-page prescription documents

Maximum file size: 5MB (configurable by your hosting provider)

Best Results

For best results, customers should upload clear, well-lit photos or high-resolution scans of their prescription. Blurry or low-resolution images may delay verification.

How do I set up different pricing for different products?

SpecCart supports per-product pricing overrides. Here’s how to set it up:

1. Global pricing - Set default prices in SpecCart > Settings → Lens Usage, Packages, Add-Ons
2. Per-product overrides - When editing a product, scroll to the SpecCart Lens Configuration panel and enable “Use custom pricing for this product”
3. Set custom prices - Enter prices specific to this product

Per-product pricing completely overrides global pricing for that product. Any option not configured in the product-level settings will use the global default.

Can I use SpecCart with my existing theme?

Yes. SpecCart is designed to work with any properly-coded WooCommerce theme. The configurator integrates with standard WooCommerce product pages and cart/checkout templates.

If you experience display issues:

1. Check for JavaScript conflicts - Open your browser console (F12) and look for errors
2. Test with a default theme - Temporarily switch to a WordPress default theme (like Twenty Twenty-Four) to isolate theme conflicts
3. Contact your theme developer - Some themes heavily modify WooCommerce templates and may need minor adjustments

Theme Override Support

SpecCart provides template files that themes can override. If your theme needs custom template modifications, see the Developer Guide or contact your theme developer.

What happens when a customer selects “send later”?

When a customer selects “Send prescription later” during checkout:

1. Order completes normally - Payment is processed and the order is created
2. Order status is set to “On Hold” - The order awaits prescription submission
3. Customer receives email - An email with a secure upload link is sent
4. Reminder emails (optional) - You can configure automated reminder emails in SpecCart > Settings → Prescription
5. Customer uploads prescription - Using the magic link, the customer uploads their prescription
6. Order status updates - Once uploaded, the order status can be changed to “Processing” (manually or automatically based on your settings)

Automated Workflows

You can configure automated workflows in SpecCart > Settings → Prescription to automatically release orders when prescriptions are uploaded, or send reminder emails after a specified number of days.

Setup and Configuration

Why isn’t the configurator appearing on my product page?

The configurator appears on a product page when both of these conditions are met:

1. Product-level setting - The product has “Enable lens customization” checked in the SpecCart Lens Configuration panel
2. Global setting - The configurator is enabled globally in SpecCart > Settings → General

If the configurator isn’t appearing:

• Check both settings are enabled
• Clear your site cache and browser cache
• Verify the product is a Simple or Variable product type (not Virtual or Downloadable only)
• Check your browser console (F12) for JavaScript errors

See the Troubleshooting Guide for detailed diagnostic steps.

How do I customize the configurator appearance?

SpecCart provides extensive customization options in SpecCart > Settings → Branding:

• Primary color - Main buttons and active states
• Font family - Choose from built-in web fonts
• Corner radius - Control button and card roundness

For advanced customization beyond these settings, you’ll need custom CSS or a developer. The configurator uses CSS classes prefixed with sc- that can be targeted for styling.

Can I offer lens customization on some products but not others?

Yes. Lens customization is controlled per-product.

To enable on specific products:

1. Edit the product in WordPress admin
2. Scroll to SpecCart Lens Configuration panel
3. Check “Enable lens customization for this product”
4. Save the product

Products without this setting enabled will display as normal WooCommerce products without lens options.

How do I export my SpecCart settings?

SpecCart settings are stored in WordPress options and can be exported using:

1. WP-CLI (requires terminal access):

   wp option get speccart_settings > speccart-settings-backup.json

2. WordPress Database - Settings are stored in the wp_options table with keys starting with speccart_

3. Third-party backup plugins - Any backup plugin that backs up the WordPress database will include SpecCart settings

Ask Your Developer

Exporting settings typically requires technical knowledge. If you need to migrate settings between sites, contact your developer or hosting provider for assistance.

Troubleshooting

Settings aren’t saving when I click Save

If settings don’t persist when you click Save:

1. Check for errors - Look for error messages at the top of the settings page
2. Check browser console - Press F12 and check the Console tab for JavaScript errors
3. Try a different browser - Test in Chrome, Firefox, or Safari
4. Check user permissions - Ensure your WordPress user has the manage_woocommerce capability (typically Administrator or Shop Manager)
5. Disable other plugins temporarily - Another plugin might be interfering

If the issue persists, see the Troubleshooting Guide or contact your developer.

Customers report the configurator is slow or unresponsive

Performance issues are usually caused by:

1. Server resources - Verify your hosting plan meets the requirements
2. Plugin conflicts - Temporarily disable other plugins to identify conflicts
3. Large images - Optimize product images (large images slow page load)
4. Caching issues - Clear your site cache, CDN cache, and browser cache
5. Outdated browsers - Ensure customers are using modern browsers (see Browser Requirements)

How do I reset SpecCart to default settings?

This Cannot Be Undone

Resetting SpecCart deletes all your configuration. Export your settings first if you want to restore them later.

To reset SpecCart, you’ll need developer or hosting provider assistance to run this WP-CLI command:

wp option delete speccart_settings

After deletion, refresh the SpecCart settings page to regenerate default settings.

Still Have Questions?

If your question isn’t answered here:

1. Check the Troubleshooting Guide
2. Review the Compatibility Guide
3. Consult the full SpecCart documentation
4. Contact your developer or hosting provider for technical assistance