Refund Issues

This article covers the global rules and timing that apply to every Truemed refund, regardless of which integration you use. For platform-specific instructions on how to actually issue a refund through Shopify, BigCommerce, WooCommerce, or the custom API, see the dedicated article for your integration.

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Refund Processing Time

When you issue a refund through Truemed, the funds are sent to the customer’s original HSA/FSA card within 3 to 5 business days. In some cases it can take up to 10 business days for the refund to appear on the customer’s account statement.

Once Truemed initiates the refund, the final posting time is controlled by the customer’s HSA/FSA administrator or issuing bank. Truemed cannot influence or expedite that step. If a customer asks why a refund hasn’t posted yet, the answer is almost always that the bank is still processing it on their end.

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Refund Destination

Refunds must go back to the original payment method. If a customer paid with an HSA or FSA card, the refund returns to that same card. There is no workaround for this, even at the merchant’s or customer’s request.

You cannot:

• Issue a refund to a different card than the one used at checkout
• Issue the refund as a check, store credit, or alternative form of reimbursement through Truemed
• Reprocess the refund to a new account number

This is a compliance requirement under IRS rules and is enforced by Truemed’s payment processor. If a customer needs the funds in a different form, they must work with their HSA/FSA administrator after the refund has been sent to the original card.

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Closed Account Refunds

If a customer’s HSA or FSA account has been closed by the time you issue a refund, the funds are still sent to that closed account. Truemed cannot reroute the refund, recall it, or issue it to a different account.

Once the refund leaves Truemed’s system, recovering the funds is between the customer and their former HSA/FSA provider. Truemed does not have access to closed account systems and cannot replace funds that were sent to one. This is the most common reason refund disputes get stuck, so it helps to set expectations with the customer as soon as you learn the account is closed.

If a customer mentions they’re planning to close their HSA/FSA account, share these guidelines with them:

• Wait until all transactions and pending refunds have cleared
• Review recent purchase history for refunds that may still be in flight
• Confirm with the HSA/FSA provider how they handle funds sent to a closed account

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Partial Refunds

Some Truemed orders are partially eligible, where only a portion of the item’s price qualified for HSA/FSA reimbursement and the remainder was paid with a personal card. This is common for products like mattresses, standing desks, food items, and specialty wellness products with mixed-use components.

When you refund a partially eligible order, the refund must go back to both original payment methods. The HSA/FSA-eligible portion returns to the HSA/FSA card, and the ineligible portion returns to the personal card the customer used at checkout. You cannot consolidate the refund onto a single payment method or change the split.

Issue partial refunds through your platform the same way you’d issue any other refund. If you need help understanding how a specific partial refund will split between the two cards, contact merchants@truemed.com before issuing it.

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Need Help?

For platform-specific refund instructions, see the article for your integration. For anything else, reach out to merchants@truemed.com.