Truemed is a payment platform that enables qualified customers to use
their HSA (Health Savings Account) or FSA (Flexible Spending Account)
funds on eligible health and wellness products. Truemed partners with a
network of independent, licensed clinicians who review customer health
information and issue a Letter of Medical Necessity (LMN) when a
purchase qualifies.

Your role as a merchant partner is to sell your products as you
normally would. Truemed handles the qualification process, clinical
review, and HSA/FSA payment infrastructure.

HSA and FSA accounts hold pre-tax dollars. When customers pay with
these funds, they effectively save their income tax rate on the
purchase. Qualified customers save an average of 30%* compared to paying
with after-tax income.

This is not a discount on your product’s price. The customer pays
full price. The savings come from using money that was never taxed.

A Letter of Medical Necessity (LMN) is a document issued by an
independent, licensed clinician confirming that a purchase is medically
necessary for a diagnosed health condition. The IRS requires this
documentation for HSA/FSA funds to be used on health and wellness
products.

Key things your team should know about LMNs:

• Truemed’s clinician network handles all LMN issuance. Your
  team does not need to evaluate eligibility or issue any documentation.
• Each LMN is valid for 12 months from the date of issue.
• Not every customer will qualify. Eligibility depends on individual health circumstances and the clinician’s assessment.

Depending on how your store is integrated, customers will experience one of two flows.

At-checkout (Orders)

The customer selects Truemed as a payment option during checkout,
completes a clinical intake form, and pays with their HSA/FSA card.
Documentation is generated automatically. This is the flow for merchants
using Shopify or OTP (one-time payment) integrations.

Post-purchase (Reimbursements)

The customer pays with a regular credit or debit card, then receives a
link to complete a clinical intake form after purchase. If they
qualify, Truemed issues an LMN and receipt. The customer then submits
those documents to their HSA/FSA administrator for reimbursement. This
is the flow for merchants using Merchant Quals or D2C Quals
integrations.

Your CSM can confirm which integration type your store uses.
Understanding which flow applies to your store will help your team
anticipate the types of questions customers will ask.

• You do not evaluate medical eligibility or issue LMNs.
• You do not process HSA/FSA reimbursements on behalf of customers.
• You do not need to understand the clinical intake form in detail.
• You do not need to know HSA/FSA contribution limits or account rules.

Your job is to sell great products and support your customers through
the normal purchase experience. When Truemed-specific questions come
up, the articles in this section will help your team respond confidently
or route to the right place.

Contact your Truemed CSM or reach out to merchants@truemed.com.