Warranty/Refund Process

This document has been created to define the steps that should be completed before requesting a warranty fulfillment. These steps ensure that we have the information needed to effectively make a decision on a specific customer case.

Prior to requesting a customer refund, please capture the following information:

• Customer’s administrator (add to denied claims tracking)

• The denial letter or email received clearly showing the denial reason (add to denied claims tracking)

• A receipt showing the full purchase price

• The customer’s mailing address

With the above information collected, complete a check of these common points before requesting warranty fulfillment

• Confirm that the customer has a LMN that is active during the dates of the receipts submitted and for the merchant listed on the receipts

• Confirm that the customer does not have an HRA, limited FSA account, or is submitting to insurance

• Confirm that at least one overturn attempt has been made

• Confirm that the customer’s receipt includes all required information

In some cases, customers might state that they have an FSA but they actually have a “limited” FSA or HRA. This will often be listed as “not eligible under plan” or listed in the notes section of a denial letter. In cases where a customer does have one of these account types, we will not offer a refund.

• DTC: When a customer pays for their LMN, we will refund the LMN fee via Stripe.

• Qualifications: When a merchant pays for the LMN, we will offer a warranty of 30% via check.

• Payments: When Shopify is utilized as part of the checkout process, we offer a warranty of 30% via check.

Below is the complete sequence of steps for requesting warranty fulfillment.

• Step #1: Attempt to overturn the claim at least 1x

• Step #2: Compile required information from the customer

• Step #3: Confirm that the customer does not have an HRA, Limited FSA, or is submitting to their insurance

• Step #4: Utilize correct Front Macro to request refund or warranty

• Step #5: Once approved, execute warranty and track in Refund Check Tracker

• Denied Claims tracking sheet

  • Aim to include administrator and reason for each denial

• Refund Check Tracker

  • Include quick summary of reason for refund