Refinements Request

In this article, we cover:

• Required Diagnostics for Refinements

• Step by Step Guide for Requesting Refinements

  • If you need to order a retainer or replacement step, please see this article here.

  • To create a new patient case, follow the steps here.

  • Additional Aligner Guidelines outline the timeline and cost of refinements with CandidPro.

• Important Notes for Refinements

Whether your patient is at the start of their treatment, mid-treatment, or has completed all of their CandidPro Aligner steps, you can now quickly and easily request additional aligners for your patients directly from your CandidPro Provider Portal after collecting updated diagnostic materials. 

Required Diagnostics for Refinements:

• Updated treatment goals
• ABO Array - Eight Diagnostic Photos
  • For diagnostic accuracy, our team will need to receive new photos that represent the current state of the patient’s teeth. We require one full ABO array without aligners.
  • Any attachments from the patient's original plan should be removed before taking diagnostics for additional aligners.
• Two new, separate .stl files for upper and lower scans or PVS impressions
  • If your scanner requires a separate bite scan, please upload a third scan and mark the scan type as “bite”
  • The bite scan should be accurate and match the correct bite in the photos. 
  • There’s at least 3-5mm of gingiva throughout the scans. 
• X-Ray files
  • File type is a .jpeg or .png
  • File is either a panoramic x-ray or a set of x-rays showing the entire mouth.
  • Please note, you may reuse an x-ray from your patient’s initial aligner case if the file is less than six months old and the patient has not since had dental work.

Step by Step Guide for Requesting Refinements

After collecting updated diagnostic materials, navigate to your CandidPro Provider Portal and locate the patient you are requesting refinements. Select the "+Refinement" button. There will be an indicator of 'Free' or '$400' per our Refinement policy.* *Note that cases approved before 6/5/23 are on the legacy refinement policy. Refinements must be requested from the most recent aligner case.
Answer the questions on the first screen so CandidPro can determine the next steps, depending on your patient's current treatment stage. Please note, if you are requesting a replacement aligner step for their active treatment, you may use the linked form to place that order.
If your patient is in their first 90 days of treatment, we recommend that you consider trimming the aligners.
Once the questions are completed with accurate information, click the blue “Continue” button.
Complete patient medical and dental intake forms.
Once all fields are completed, click the “Submit & Continue” button.
Next, you will upload the ABO photo arrays. Either drag the photo file or click the + sign, starting with the patient’s external photos and a full ABO Array without aligners.
Next, either upload the patient’s recent .stl file, choose to Mail Impressions, or Sync your scanner with our Lab.
Upload the patient’s x-rays. File type is a .jpeg or .png File is either a panoramic x-ray or a set of x-rays showing the entire mouth. Either drag the photo file or click the + sign to upload new x-rays      or Use patient x-ray from the preceding case.
If you are syncing x-rays from the preceding case, confirm the file was taken within the last twelve months, and that the patient has not had dental work since the x-ray date.
Click the blue “Submit case” button to submit the Additional Aligner Case for this patient.
The patient's new case will be updated on your patient profile view.
The timeframe from Treatment planning in progress to Aligner kit delivered stage is approximately 3-4 weeks.

Important Notes

• The most recent aligner case should be open to request refinements. If the status of the last aligner case is "treatment completed", the refinement will not be created even if the option is there. Please reach out to Support if the status of the case is "Treatment Completed".
• If a retainer case is made in error instead of requesting refinements, please reach out to Support to have the retainer case closed and the preceding aligner case reopened.