Step 4: Refunds & Reimbursement
How do refunds work?
Customers will go through your normal refund process. Truemed will refund 50% of its fee.
One note: HSA/FSAs can sometimes have longer processing times than a normal bank. If a customer has not received a refund 15 business days after initiating, please direct the customer to reach out to their HSA/FSA administrator.
Customers may only request refunds directly from the merchant, not through Truemed.
Given the physical exchange of goods and differing refund/return policies, Truemed will always direct customers to complete refunds directly through the merchant
How should we handle disputes?
Truemed will notify the merchant of any disputes opened against them via Truemed via designated support channels, most frequently email, unless otherwise stated during onboarding.
Merchants are expected to provide all relevant context (emails, communications, receipts, etc.) in order to assist with accepting or countering disputes
Truemed and the merchant will collaborate to determine the best resolution path:
Accept the dispute
Issue a refund
Request additional information
Reimbursement FAQ:
How are customers reimbursed?
If an HSA/FSA card is used:
Customers do not need to do anything to be reimbursed. Customers are advised to keep their LMN and receipts in case they are requested by the IRS in the future
If a regular credit/debit card is used:
If eligible, customers receive an LMN and receipt from Truemed post purchase.
Customers must upload their LMN and receipt to their HSA/FSA portal in order to be reimbursed. Steps to do so are here!
Denied Claims
If customers reimbursement claims are denied, they should be routed to support@truemed.com
Our support team is fully equipped to help your customers overturn their denied claims. We work hand in hand with customers to assess the rejection reason, modify the applicable materials (LMN/receipts) in accordance with the rejection reason, and appeal the denied claim!
We are successful in overturning the majority of denied claims, and are willing to work through any problem, having even helped customers appeal multiple times.
