Capturing and Managing Truemed Orders in Shopify

Truemed is releasing an update to the Shopify payment flow. This update is designed to give you more flexibility in how and when payments are captured.

Who This Affects

This update only applies to Shopify merchants using one of the following Payment Capture Methods:

• Automatically when the entire order is fulfilled
• Manually

What’s Changing

With this update, you’ll have more control over when to capture funds — such as aligning capture with fulfillment or inventory confirmation — just like other payment methods available on your store.

Order Statuses in Your Shopify Dashboard

Your customer-facing flow remains unchanged. Behind the scenes, the following order statuses will guide your next steps:

1. Payment Pending

• Initial status after an order is placed
• Health survey is under review
• No LMN issued yet
• You cannot capture payment at this stage

2. Authorized

• LMN has been issued
• You can now capture payment manually
• Capture within 5 days or authorization will expire

How to capture payment:

• Use bulk capture from the Orders list
• Or click “Capture payment” inside the order

3. Paid

• Payment has been successfully captured
• The order is now ready to fulfill

4. Expired

• LMN was rejected
• Authorization expired
• Do not fulfill these orders

Order Statuses in Your Truemed Dashboard

Manual Capture & Shopify Integration Guide

Overview

This document explains how manual capture works with our Shopify integration, with special focus on the unique aspects of Truemed orders.

Understanding Truemed Orders

Truemed orders differ from standard Shopify orders in several important ways:

• Orders remain in a “Pending” state until a Letter of Medical Necessity (LMN) is issued
• Status updates can be delayed, taking a few hours to transition to “Paid” status
• Standard capture flows may miss these orders due to their unique state transitions

Manual Capture Process

Here’s how the manual capture process works with our Shopify integration:

Manual capture can be confirmed that is enabled in Shopify settings -> payments -> Payment capture method

1. Order Creation

When a customer places an order through Truemed:

• The order is created in Shopify
• Payment authorization is obtained but not captured
• The order enters the “Pending” state

2. LMN Issuance

Before processing can continue:

• A Letter of Medical Necessity (LMN) must be issued
• This may involve verification steps with healthcare providers
• The timing of this step varies and is outside the standard Shopify workflow

3. Status Transition

After LMN issuance:

• The order status begins transitioning to “Paid”
• This transition can take several hours
• During this time, the order is not available for capture through standard automation

4. Capture Window

For successful manual capture:

• Automation must check for orders that have transitioned to “Paid” status
• Capture attempts should be repeated to account for delayed status updates
• Fraud score evaluation should happen only after the order reaches “Paid” status

Common Issues

Several issues can occur with manual capture for Truemed orders:

Missed Captures

The most common issue is missed captures, which happen when:

• Capture automation runs too early, before the order transitions to “Paid”
• The automation doesn’t include retry logic to check for status changes
• The capture window is too narrow and doesn’t account for delays

Fraud Detection Timing

Problems can arise with fraud detection:

• If fraud detection occurs before the order reaches “Paid” status, valid orders may be incorrectly flagged
• Waiting for the correct status before fraud evaluation is crucial

Recommended Flow Implementation

To properly implement manual capture for Truemed orders we recommend creating a unique Shopify flow specific for Truemed orders if you would still like to capture orders “automatically” even with manual capture enabled.

Truemed Capture Flow

Attached is an example Shopify flow that can be imported into the flows app to handle this situation.

Need Help?

If you have questions or need help adjusting your payment settings, reach out to merchants@truemed.com.