> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://developers.truemed.com/v-1/guides/customer-experience/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://developers.truemed.com/_mcp/server.

# Customer Experience

## Docs

- [Customer journey: payments](https://developers.truemed.com/v-1/guides/customer-experience/customer-journey-payments.md): A step-by-step walkthrough of how qualified customers pay for HSA/FSA-eligible products at checkout using Truemed.
- [Customer journey: pre-approved products](https://developers.truemed.com/v-1/guides/customer-experience/customer-journey-pre-approved-products.md): How customers pay for pre-approved HSA/FSA products at checkout, with no clinical intake form or Letter of Medical Necessity required.
- [Customer journey: reimbursements](https://developers.truemed.com/v-1/guides/customer-experience/customer-journey-reimbursements.md): A step-by-step walkthrough of how customers pay with a regular card and reimburse themselves through their HSA/FSA administrator using a Truemed-issued LMN.
- [Order authorization and medical necessity process](https://developers.truemed.com/v-1/guides/customer-experience/order-authorization-and-medical-necessity.md): What happens to a Truemed order between authorization and payment capture, including approval and rejection outcomes.
- [How Truemed works (team overview)](https://developers.truemed.com/v-1/guides/customer-experience/how-truemed-works-team-overview.md): An orientation to Truemed for your staff, covering what Truemed is, how customers save, and the two ways customers pay with HSA/FSA funds.
- [The customer checkout experience](https://developers.truemed.com/v-1/guides/customer-experience/customer-checkout-experience.md): What customers see when they use Truemed to pay with HSA/FSA funds, so your team can answer questions and troubleshoot issues.
- [Common customer questions](https://developers.truemed.com/v-1/guides/customer-experience/common-customer-questions.md): Answers to the questions your support team hears most often from customers using Truemed, written so your team can adapt them.
- [Refunds, returns, and disputes](https://developers.truemed.com/v-1/guides/customer-experience/refunds-returns-disputes.md): What to expect when a customer requests a refund, how disputes are handled, and what Truemed's role is in each scenario.
- [When to escalate to Truemed](https://developers.truemed.com/v-1/guides/customer-experience/when-to-escalate-to-truemed.md): What your team can handle directly, what customers can do on their own, and what should be escalated to Truemed.
- [FAQs (payment integration)](https://developers.truemed.com/v-1/guides/customer-experience/payment-integration-faq.md): Answers to common HSA/FSA questions for customers of merchants using Truemed's Shopify or custom integration.
- [FAQs (post-purchase reimbursements)](https://developers.truemed.com/v-1/guides/customer-experience/reimbursements-faq.md): Answers to common HSA/FSA questions for customers of merchants using Truemed's post-purchase reimbursement flow.