Refunds, Returns & Disputes

Refunds and returns for Truemed orders follow your store’s normal process with a few additional details your team should be aware of. This article covers what to expect when a customer requests a refund, how disputes are handled, and what Truemed’s role is in each scenario.

How refunds work

Your store processes refunds the same way it would for any other order. The refund goes back to the customer’s original payment method.

• If the customer paid with an HSA/FSA card, the refund returns to that card. HSA/FSA refunds can take longer to process than standard bank refunds. If a customer hasn’t received their refund after 15 business days, suggest they contact their HSA/FSA card issuer.
• If the customer paid with a regular credit or debit card, the refund follows your standard timeline.

When a refund is processed, Truemed refunds 50% of its fee for that transaction.

Customers can only request refunds through your store, not through Truemed. Truemed will always direct customers back to the merchant for returns and refunds.

What happens to the LMN after a refund

Once a refund is issued, the customer’s LMN is no longer valid for that specific transaction. However, the LMN itself remains active for the duration of its 12-month validity period. If the customer makes a new qualifying purchase within that window, the existing LMN still applies.

Disputes

How a dispute is handled depends on the type of card the customer used.

HSA/FSA card disputes: These are handled by the customer’s card issuer, not by Truemed. If a customer contacts your team about a dispute on an HSA/FSA charge, direct them to the number on the back of their card.

Credit or debit card disputes: If a customer wants to dispute a charge made with a regular card through the Truemed checkout flow, ask them to contact support@truemed.com before filing a dispute with their bank. Truemed can often resolve the issue faster than a formal bank dispute.

When Truemed is notified of a dispute, the merchant is expected to provide relevant context (order details, communications, receipts) to help determine the best resolution. Truemed and the merchant collaborate on the response, which may involve accepting the dispute, issuing a refund, or requesting additional information.

What Truemed can and cannot help with

Truemed can help with: confirming whether a charge originated from Truemed, providing transaction documentation, and investigating potential duplicate charges or processing errors.

Truemed cannot help with: reversing HSA/FSA charges (that’s the card issuer’s responsibility), product quality or fulfillment issues (that’s your team’s responsibility), or processing refunds on your behalf.

Need help?

For dispute-related questions, contact your Truemed CSM or reach out to merchants@truemed.com.