The Customer Checkout Experience

This article walks through what your customers see when they use Truemed to pay with HSA/FSA funds. Understanding the experience from the customer’s perspective will help your team answer questions and troubleshoot issues.

At-checkout flow (Orders)

If your store uses a Shopify or OTP integration, Truemed appears as a payment option during checkout.

What the customer does

1. The customer adds items to their cart and proceeds to checkout.
2. They select Truemed as their payment method.
3. They complete a clinical intake form with health-related questions. No in-person visit is required.
4. An independent, licensed clinician reviews their responses.
5. If they qualify, they enter their HSA/FSA card details and complete the purchase.

What your team should know

The Truemed payment option only appears for products that have been categorized in Truemed’s system. If a customer reports that they don’t see the Truemed option, there are a few common reasons:

• The customer is signed into Shop Pay. They need to log out and check out as a guest for the Truemed option to appear.
• The specific product has not been categorized yet in Truemed’s system, even though other products in your store may be eligible.
• The product is not eligible for HSA/FSA coverage.

If a customer cannot see the Truemed option and the product should be eligible, direct them to support@truemed.com with the product name and URL.

Post-purchase flow (Reimbursements)

If your store uses a Merchant Quals or D2C Quals integration, customers pay with a regular card first and qualify for HSA/FSA reimbursement after the purchase.

What the customer does

1. The customer purchases with a regular credit or debit card.
2. On the order confirmation page (or in a follow-up email), they receive a link to complete Truemed’s clinical intake form.
3. An independent, licensed clinician reviews their responses.
4. If they qualify, Truemed issues an LMN and itemized receipt.
5. The customer submits those documents to their HSA/FSA administrator for reimbursement.

What your team should know

In this flow, Truemed does not appear during checkout at all. The customer’s first interaction with Truemed happens after they’ve already paid. Your team may get questions like “how do I get my HSA/FSA savings?” from customers who completed a purchase but haven’t yet seen the qualification survey. In most cases, the survey link is on the order confirmation page and in a follow-up email. If a customer can’t find it, direct them to support@truemed.com.

The qualification survey

Regardless of which flow your store uses, customers complete a clinical intake form (also called a qualification survey). Your team does not need to understand the survey in detail, but it helps to know the basics:

• The survey asks health-related questions so a clinician can assess medical necessity. It is confidential.
• It typically takes a few minutes to complete.
• Not every customer will qualify. Eligibility depends on the customer’s individual health circumstances, not on the product alone.
• Customers who do not qualify are notified by email.

Your team should never tell a customer they “will” qualify or that a product “is” HSA/FSA eligible. The correct framing is that the product “may be eligible” for qualified customers.

Need help?

Contact your Truemed CSM or reach out to merchants@truemed.com.