Troubleshooting

Shopify Issues

This guide covers the most common Shopify-specific issues merchants encounter with Truemed, including payment visibility, order management, manual capture, and theme changes.

Payment Option Not Showing at Checkout

If your customers can’t see the Truemed payment option at checkout, check the following:

1. Confirm the App Is Activated

  1. Go to Shopify Admin > Settings > Payments
  2. Look for “Truemed” under Additional payment methods
  3. If it’s not listed, you may need to reinstall or activate it. See the Shopify Setup Guide article.

2. Check That Products Have Approved SKUs

If a product hasn’t been reviewed by Truemed’s compliance team, it will default to ineligible at checkout. Upload your latest product catalog through the Truemed Dashboard.

See the SKU Upload troubleshooting article for details.

3. Ensure the Customer Is Checking Out as Guest

Truemed’s payment option does not appear when customers use Shop Pay or accelerated checkout. Customers must select “Guest checkout” to see Truemed as a payment method.

4. Verify Stripe Account Status

Your Stripe account must be at least Enabled for the payment app to work. Check your Stripe connection status in your onboarding plan or contact merchants@truemed.com.

5. Check Geographic Restrictions

Truemed is currently available to US customers only. If a customer’s billing or shipping address is outside the US, the Truemed option may not appear.

Missing Orders in Shopify

Truemed orders are processed through our payment system, not through Shopify’s standard payment flow. Here’s what to know:

  • Truemed orders do appear in Shopify but may behave differently from standard orders
  • Orders start in a “Pending” state until a Letter of Medical Necessity (LMN) is issued
  • Status transitions can take a few hours, and this is normal
  • Check the Truemed Dashboard for the most up-to-date order status

Order Status Reference

Shopify Statuses:

Shopify StatusMeaningAction Required
Payment PendingHealth survey is under review. No LMN issued yet.Wait. Do not fulfill.
AuthorizedLMN has been issued. Payment can be captured.Capture payment within 5 days.
PaidPayment has been captured.Fulfill the order.
ExpiredLMN was rejected or authorization expired.Do not fulfill.

Truemed Dashboard Statuses:

Truemed Dashboard StatusMeaning
ProcessingHealth survey under review
AuthorizedLMN issued. Eligible for capture and fulfillment
RejectedLMN rejected. Order cancelled
CapturedPayment successfully captured

Manual Capture

What Is Manual Capture?

Manual capture is a Shopify setting that allows you to authorize a charge but delay the capture (collection) of funds until later. Some merchants use this for preorders or custom fulfillment workflows.

Truemed is optimized for automatic capture, which is Shopify’s default.

How to Check Your Capture Setting

  1. Go to Shopify Admin > Settings > Payments
  2. Look for Payment capture method
  3. If set to “Automatically capture payment for orders”, you’re all set. No action needed.

If You Use Manual Capture

Manual capture works with Truemed, but requires special attention because Truemed orders have unique status transitions:

The Manual Capture Flow

  1. Order created: Customer places order through Truemed. Payment is authorized but not captured.
  2. LMN review: The order remains in “Pending” state while the health survey is reviewed.
  3. LMN issued: Order transitions to “Authorized” status (this can take several hours).
  4. Capture window: You must capture payment within 5 days of authorization, or it expires.
  5. Payment captured: Order moves to “Paid” and is ready to fulfill.

How to Capture Payment

  • Bulk capture: From the Shopify Orders list, select eligible orders and use bulk actions
  • Individual capture: Open the order and click “Capture payment”

You can only capture payment once per order. Partial captures are not supported.

Common Manual Capture Issues

IssueCauseSolution
Missed capturesAutomation ran before the order transitioned to “Authorized”Add retry logic to check for delayed status changes
Expired authorizationPayment not captured within 5 daysCustomer must re-place the order. Expired authorizations cannot be recovered.
False fraud flagsFraud detection ran before order reached “Paid” statusWait for correct status before fraud evaluation

If you want to use manual capture but still auto-capture Truemed orders, create a dedicated Shopify Flow:

  1. Trigger: Order payment status changes
  2. Condition: Payment gateway contains “Truemed” AND order is “Authorized”
  3. Action: Capture payment

A downloadable example Shopify Flow template is available. Reach out to merchants@truemed.com to request it. Test thoroughly in your specific environment before going live.

Theme Changes

Will changing my Shopify theme affect Truemed?

  • Payment app: No. The Truemed payment integration is independent of your theme.
  • Product page widget: Yes. If you switch themes, you’ll need to re-add the PDP widget to your new theme template. See the Shopify Setup Guide article for installation instructions.
  • Thank You page widget: If using the Truemed Extensions app (Checkout Extensibility), no action is needed. If using Additional Scripts, verify your scripts are still in place after the theme change.

Refunds for Truemed Orders

Refunds for Truemed orders are processed through the Truemed Dashboard, not through Shopify’s standard refund flow:

  • Refund amounts are deducted from your Stripe payout balance
  • Refunds are initiated from the Truemed Dashboard or by contacting merchants@truemed.com
  • Processing time follows standard Stripe timelines

Quick Troubleshooting Checklist

SymptomFirst Thing to Check
Truemed not showing at checkoutApp activated? Stripe enabled? Customer using Guest checkout?
Order stuck in “Pending”LMN review in progress. Check Truemed Dashboard for status
Can’t capture paymentIs the order “Authorized”? Has the 5-day window expired?
Product showing as ineligibleUpload latest SKU list via Truemed Dashboard
Widget not appearing on product pageCheck theme template. Widget may need to be re-added after a theme change

Need Help?

Contact merchants@truemed.com for any Shopify-related issues.