> This page is for version v1 (default).
> For other versions, use one of these documentation indexes:
> - v1 (default): https://developers.truemed.com/v-1/llms.txt

> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://developers.truemed.com/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://developers.truemed.com/_mcp/server.

# When to escalate to Truemed

> What your team can handle directly, what customers can do on their own, and what should be escalated to Truemed.

Not every customer question about Truemed needs to go to Truemed's support team. This article helps your team know what they can handle directly, what to direct the customer to do on their own, and what should be escalated to Truemed.

## What your team handles directly

These are standard merchant responsibilities that don't involve Truemed:

* Order status, shipping, and tracking
* Returns, exchanges, and refunds (process these through your normal workflow)
* Product questions (features, sizing, availability)
* General customer account issues on your site

Even when a customer paid with HSA/FSA funds, the order itself is yours. Fulfillment, returns, and product support stay with your team.

## What customers can do on their own

For these common scenarios, your team can point the customer in the right direction without contacting Truemed:

| Customer question                      | What to tell them                                                                                                     |
| -------------------------------------- | --------------------------------------------------------------------------------------------------------------------- |
| "Where is my LMN?"                     | Log into your dashboard at truemed.com to view and download it.                                                       |
| "I need my receipt for reimbursement." | Your receipt is available in your Truemed dashboard. Check your email as well.                                        |
| "How do I submit for reimbursement?"   | Log into your HSA/FSA administrator's portal and submit your LMN and receipt in the claims section.                   |
| "My card was declined."                | Check your account balance and confirm your card is active. Contact your card issuer for the specific decline reason. |
| "How do I reset my Truemed password?"  | Go to truemed.com, click Log In, then Forgot Password.                                                                |

## What gets escalated to Truemed

Direct the customer to [support@truemed.com](mailto:support@truemed.com) for anything involving the clinical process, LMN documentation, or Truemed system issues:

* Customer completed the survey but never received an LMN (after checking spam and dashboard)
* Customer was not approved and has questions about the outcome
* Customer needs an LMN modified, reissued, or renewed
* A product should be eligible but the Truemed option doesn't appear at checkout (after confirming guest checkout)
* Customer's HSA/FSA reimbursement claim was denied and they need help with the appeal
* Customer has questions about partial eligibility amounts
* Customer needs a survey link for a new product or a replacement link
* Dispute involving a Truemed-processed charge on a credit or debit card

## What to collect before escalating

When directing a customer to Truemed support, ask them to include:

* The email address they used at checkout or on the survey
* The order number
* The product name
* A brief description of the issue

This helps Truemed's support team resolve the issue faster instead of going back and forth for basic details.

## When to contact your CSM

Your Truemed Customer Success Manager is the right contact for questions about your integration, account setup, or anything operational on the merchant side:

* Questions about your integration type or how Truemed is configured on your store
* Requests to add new products or SKUs to Truemed's system
* Reporting patterns (e.g., multiple customers reporting the same checkout issue)
* Account or billing questions

Reach your CSM directly or contact [merchants@truemed.com](mailto:merchants@truemed.com).

## Quick reference

| Scenario                                                 | Who handles it                                                           |
| -------------------------------------------------------- | ------------------------------------------------------------------------ |
| Shipping, tracking, returns                              | Your team                                                                |
| Product questions                                        | Your team                                                                |
| LMN access, password reset, reimbursement steps          | Customer (self-serve via truemed.com)                                    |
| LMN not received, qualification questions, denied claims | Truemed support ([support@truemed.com](mailto:support@truemed.com))      |
| Product not showing as eligible, survey link needed      | Truemed support ([support@truemed.com](mailto:support@truemed.com))      |
| Integration setup, SKU additions, account questions      | Your Truemed CSM ([merchants@truemed.com](mailto:merchants@truemed.com)) |