AI knowledge
How Do I Update the Payout Account Linked to My Truemed Account?
If you need to change the bank account receiving Truemed payouts, you can update it directly through your Truemed-linked Stripe account . Log in to y...
What Happens if a Customer Disputes a Charge or Files a Chargeback?
If a customer files a dispute or chargeback on a Truemed order, we handle the process on your behalf. Here’s What Happens: Truemed is alerted by Strip...
What Fraud Protection Does Truemed Provide for Merchants?
Truemed uses Stripe’s industry-standard fraud prevention tools to help protect your store from fraudulent transactions. Fraud Protection Measures: Str...
Why Do I Need to Connect a Bank Account During Onboarding?
Truemed functions as the payment processor for HSA/FSA transactions on your store. That means we collect funds from your customers' HSA/FSA cards o...
What Should I Do If the Stripe Account Owner Has Changed?
If the original Stripe account owner is no longer with your company, Truemed cannot update ownership or account permissions on your behalf . These ch...
When Do I Receive Payouts for HSA/FSA Orders Processed Through Truemed?
Payouts for Truemed orders are processed via Stripe and are deposited into the bank account you connected during onboarding. Payouts typically set...
Does Manual Capture Impact My Truemed Orders in Shopify?
If you’re not using manual capture in Shopify, Truemed will work as expected and no action is required. Manual capture is a Shopify setting that all...
How Do I Know Whether an Order Has Been Paid Through Truemed?
The easiest way to confirm whether a Truemed order has been successfully paid is to check the Payment Status in your Shopify admin. If the order has...
What Should I Do If Customers Can’t See the Truemed Payment Option at Checkout?
If your customers report that the Truemed – Pay with HSA/FSA option isn’t appearing during checkout, here are two common reasons and how to address ...
How Do I Control Which Product Pages the Truemed Widget Appears On?
You can customize where the Truemed eligibility widget appears across your site to match your brand experience and product strategy. Visit our guide o...
What Should I Do If I Can’t Find an Order in Shopify?
If you’re having trouble locating a Truemed order in your Shopify dashboard, follow these steps: Log in to app.truemed.com and download your order C...
How Does Truemed Handle Bundles for Eligibility?
When it comes to bundles, Truemed determines eligibility based on the SKU of the bundle itself —not the SKUs of the individual items within the bundl...
How Does Truemed Verify Product Eligibility at Checkout?
Truemed uses the SKU as the primary identifier to verify product eligibility during checkout. When a customer selects “Truemed – Pay with HSA/FSA,” ...
Will Changing Our Shopify Theme Affect Truemed Payments?
Good news— changing your Shopify theme will not affect Truemed payments as long as you're staying on the same Shopify account. The backend payment in...
Why Might a Customer's HSA/FSA Card Be Declined at Checkout?
If a customer reports that their HSA or FSA card is being declined, it’s likely due to where the card is being entered during checkout. HSA/FSA cards ...
How Are Refunds Processed in Shopify?
Refunds for Truemed purchases can be issued directly through Shopify, just like any other payment method. There’s no special process required—simply i...
When Is the Dependent Survey Shown at Checkout?
If a customer adds multiple items to their cart and only some of them qualify for HSA/FSA eligibility for dependents, the dependent survey will stil...