Skip to main content
Explanation

How Truemed orders work

A Truemed order is different from a card order in one way that matters: when the customer finishes checkout, Truemed may not have collected the money yet. Truemed often reviews an HSA/FSA payment first, for example while a practitioner issues a Letter of Medical Necessity (LMN). UltraCart therefore places the order straight away but holds it in Pending Clearance, and only releases it for fulfillment once Truemed captures the payment.

To set Truemed up, see Set up Truemed (HSA/FSA) payments.

Which customers can choose Truemed​

Truemed appears at checkout only for carts it can pay for. UltraCart shows the option when all of these are true:

  • Truemed is turned on and has its environment, API key and webhook signing secret saved.
  • The cart is in U.S. dollars. HSA and FSA funds can only be used in the United States.
  • The customer is in the United States. The checkout hides Truemed once the shipping country, or the billing country when nothing ships, is known and isn't the United States.
  • The cart has no auto order items or auto order upsells.
  • The cart has no digital items, unless your account allows every payment method for digital delivery.
  • No item is priced through a make-an-offer price.
  • Any rules you set with the Restrictions button in the Truemed (HSA/FSA) section allow it.

Truemed is offered in StoreFront Visual Builder checkouts. The older built-in checkout pages don't offer it.

What the customer sees​

The customer chooses Truemed, submits the order, and goes to Truemed's site. There they answer a short health survey and pay with their HSA or FSA card. If part of the cart isn't eligible, Truemed asks for a regular card for that part.

Truemed's page lists the items, shipping, tax and discounts from the cart, so the total matches what the customer saw in your store. A gift certificate or other credit applied to the cart appears as a discount.

When the customer finishes, Truemed sends them back to your store and UltraCart places the order. If the customer doesn't qualify, cancels, or the card fails in a way Truemed can't recover from, they return to your checkout with a message such as "Your HSA/FSA payment through Truemed was not completed. Please choose another payment method."

Why the order waits in Pending Clearance​

A Truemed order waits in Pending Clearance until Truemed captures the payment, so you never ship an order that isn't paid. The order gets a merchant note saying it is waiting on the Truemed (HSA/FSA) review. If Truemed captured the payment before the customer came back, the order skips Pending Clearance and continues like any paid order.

The order leaves Pending Clearance on its own, in one of two ways:

  • Truemed captures the payment. UltraCart records the capture and releases the order to the rest of your order flow, including fraud review if you use it, then shipping.
  • Truemed rejects or cancels the payment. UltraCart moves the order to Accounts Receivable, marks the payment declined, and adds the note "Truemed (HSA/FSA) payment rejected. Moved automatically from Pending Clearance to Accounts Receivable." UltraCart doesn't email the customer about it, so contact them yourself.

UltraCart learns about the outcome from Truemed's webhook, usually within a few minutes. It also checks recent Pending Clearance orders with Truemed on a schedule, which catches anything a webhook missed. That scheduled check covers orders paid in the last 14 days. For an older order, check its payment from the order's page in Pending Clearance, which asks Truemed for the current status and shows it.

Rejecting a Truemed order from Pending Clearance rejects it in UltraCart only. If Truemed has already taken payment, cancel or refund it in Truemed's dashboard. The rejected order's merchant note reminds you.

If Truemed's amount doesn't match the order total, the order stays in Pending Clearance with a note asking you to check the payment in Truemed before releasing it.

Orders that paid on Truemed but never came back​

If a customer pays on Truemed but closes the browser before returning to your store, no order is placed. UltraCart still receives Truemed's webhook for that payment and records a warning in the Truemed integration log, with the cart id, so you can follow up. See Integrations Reports for where to find integration logs.

Refunds​

You refund a Truemed order from the usual refund screen, and UltraCart sends the refund to Truemed. Full and partial refunds both work. See How do I perform a Refund for the screen itself.

A Truemed order can be refunded only after Truemed has captured the payment. While the order is in Pending Clearance, or after a rejection, there is nothing to refund and UltraCart doesn't offer the refund.

When you refund specific items, UltraCart passes them to Truemed so the refund appears against those lines on the customer's receipt. Truemed decides how much goes back to the HSA/FSA card and how much to any regular card the customer used.

If Truemed refuses a refund, UltraCart shows Truemed's reason, for example "Truemed refund failed: ChargeDisputed" when the customer has an open dispute. If you refund a Truemed order directly in Truemed's dashboard, record it in UltraCart as a manual refund so your order totals stay right.

Upsells and auto orders​

Truemed takes one payment per order, so customers who pay with Truemed don't see post-purchase upsells. Truemed isn't offered for carts with auto order items, so it can't be used for subscriptions yet.

Sales reports​

Truemed orders appear under their own Truemed payment method in sales reports such as the Period Sales report. An order counts as a sale from the date it was placed, including while it waits in Pending Clearance, the same as e-check orders. If Truemed rejects the payment, the order drops out of the sales figures.

Was this page helpful?