Troubleshooting

SKU Upload

This guide covers how to upload, manage, and troubleshoot product SKUs across all platforms using Truemed. Keeping your product catalog current ensures customers see accurate HSA/FSA eligibility at checkout or during the reimbursement flow.

Why SKU Upload Matters

Every product you sell must be reviewed and categorized by Truemed’s compliance team before it can be marked as eligible for HSA/FSA. Products that haven’t been reviewed default to ineligible. This is the most common reason customers encounter eligibility issues.

When to Upload SKUs

Upload your full product list:

  • Once per quarter as a routine update
  • Any time you launch new products or change your catalog
  • If a customer reports a product showing as ineligible when it should qualify

Preparing Your Product List

Shopify Merchants

Export your products directly from Shopify:

  1. Go to Shopify Admin > Products
  2. Click Export in the upper right
  3. Select “All Products” and “Plain CSV File”
  4. Click Export Products

Make sure every product variant has a variant SKU assigned before exporting.

How to Check for Missing SKUs (Shopify)

  1. Go to Products in your Shopify Admin
  2. Open any product and scroll to the Variants section
  3. Confirm each variant has a value in the SKU field
  4. If any are blank, add a SKU and save before exporting

Pre-approved merchants: Ensure all variants have GTINs (barcodes) assigned. Items without GTINs cannot be ingested by our system and will take 1–2 extra days.

WooCommerce Merchants

Export your products from WooCommerce:

  1. Go to WooCommerce > Products
  2. Use the built-in export tool or a plugin like WP All Export
  3. Export as CSV with columns: Name, SKU, Description

API / Other Platforms

Prepare a CSV with the following columns:

ColumnRequiredDescription
NameYesProduct name
SKUYesUnique product identifier
DescriptionYesBrief product description

If your platform uses a different export format, contact merchants@truemed.com and we’ll work with you on a solution.

How to Upload to Truemed

  1. Log in to app.truemed.com
  2. Click the Products tab in the navigation menu
  3. Upload your CSV file, or add SKUs individually
  4. Each product appears in your SKU table with a status label

Both account Owners and Staff can upload, view, and download SKU data.

Understanding SKU Eligibility Status

After upload, each product receives one of the following statuses:

StatusMeaningCustomer Impact
Awaiting ReviewSubmitted, pending review by Truemed’s compliance teamProduct appears as ineligible until reviewed
Approved (requires LMN)Fully eligible for HSA/FSA with a Letter of Medical NecessityCustomer can pay with HSA/FSA or get reimbursed
Pre-approvedEligible and does not require an LMNAutomatic eligibility, no health survey needed
Partial EligibilityOnly part of the item qualifiesDetails included in the LMN
IneligibleNot approved for HSA/FSA spendingCustomer cannot use HSA/FSA for this item

Common Issues & Solutions

Product Showing as Ineligible at Checkout

Cause: The product hasn’t been reviewed yet, or your latest catalog hasn’t been uploaded.

Fix:

  1. Upload your full product list to the Truemed Dashboard
  2. Wait 1–2 business days for review
  3. Check the Products tab for updated status

CSV Upload Failing

Cause: Format mismatch or missing required fields.

Fix:

  • Shopify merchants: Use the standard Shopify CSV export, not a custom format
  • Other platforms: Ensure your CSV includes Name, SKU, and Description columns
  • Verify no SKU fields are blank
  • If issues persist, email the CSV + your business name to merchants@truemed.com

Products Stuck in “Awaiting Review”

Cause: High volume of submissions or missing product details.

Fix:

  • Allow 1–2 business days for standard processing
  • If it’s been longer, contact merchants@truemed.com with your business name

Pre-Approved Products Not Being Ingested (Shopify)

Cause: Pre-approved merchants must have GTINs (barcodes) on all product variants.

Fix: Add GTINs to all variants in Shopify before exporting. Allow an additional 1–2 days for processing.

Best Practices

  • Set a quarterly reminder to upload your full product catalog
  • Upload before launching new products so they’re categorized by the time customers see them
  • Include everything in your export: samples, gift cards, bundles, branded merch. Our team needs the full picture to categorize accurately.
  • Don’t manually tag products as HSA/FSA eligible on your platform. Eligibility is determined by Truemed’s compliance team.

FAQs

Can I upload in a format other than CSV? CSV is the standard format. If you can’t produce a CSV, contact merchants@truemed.com with details about your platform and we’ll work with you.

Do I need to filter my product list before uploading? No. Upload your complete catalog. Truemed categorizes both eligible and ineligible items. We need to know about everything that could appear on a customer receipt.

How often should I re-upload? At minimum, once per quarter. Also re-upload whenever you add new products to your store.

Can staff members upload SKUs, or only the account owner? Both Owners and Staff roles in the Truemed Dashboard can upload, view, and download SKU data.

Can I manually tag products as HSA/FSA eligible in Shopify? No. Product eligibility must be verified and assigned by Truemed’s compliance team. Shopify tagging alone does not enable HSA/FSA checkout.

How long does review take? Typically 1–2 business days for standard reviews. Pre-approved products with missing GTINs may take an additional 1–2 days.

What if I have thousands of products? The upload system handles large catalogs. If you run into issues with very large files, contact merchants@truemed.com.

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