Staff Training and FAQs
Get answers to our most frequently asked questions from both customers and staff
Questions Your Customers Might Ask
FAQs (Payment Integration)
These FAQs are intended for our merchant partners using our Shopify or custom integration. How does using my HSA/FSA account save me money? HSA/FSA ac...
FAQs (Post-Purchase Reimbursments)
This FAQ is intended for Truemed partner merchants who do not have our payment integration, and rather use our post-purchase reimbursement flow. How d...
Getting Started
Step 1: Welcome to Truemed
Prior to launch, brief your team internally about Truemed. Once all key stakeholders have read through this guide, you are all set to begin your Truem...
Step 2: Checking Out with Truemed
Once an item has been added to cart, customers proceed to checkout, where Truemed will populate as a payment option (See below) After clicking pay now...
Step 3: LMN & Documentation FAQs
If it has been over 48-hours and you have not received a copy of your letter of medical necessity... Check Your Spam/Junk As a result of email securit...
Step 4: Refunds & Reimbursement
Customers will go through your normal refund process. Truemed will refund 50% of its fee. One note: HSA/FSAs can sometimes have longer processing tim...
Step 5: Learning About Partial Eligibility
Truemed's partial eligibility functionality enables support for merchants offering products that qualify for HSA/FSA reimbursement only in part. This ...