Assessing Reasoning for Customer Ineligible Notice

A customer may email us saying they received an ineligible notice when attempting to complete their purchase or qualification survey. We can utilize this assessment process to understand why the customer is ineligible and provide an email response with actionable steps.

Often, customers provide limited detail as to where they were denied in the process. This results in us needing to use our available resources to understand where the issue might be. By using our tools, we can avoid additional emails back and forth with the customer.

To start, copy the customer’s email into Stripe and see if we can learn of any issues that occurred during a card transaction.

Common Card Issues

• Insufficient funds

• Incorrect card number

• Incorrect CVC

• Bank declined transaction

If this information is found during the Stripe search, we can relay this information to the customer and provide action steps.

If you see, “The customer has not entered their payment method,” proceed to step #2.

In the “Users” section of core.truemed, search for the customer by email. Then scroll down to the “User Survey Evaluations” section. If you see a “failed” notice, you can click into the survey and check for two common reasons.

Common Reasons

• The diagnosis selected is not supported for that merchant.

• The customer only added information to the free text field.

In this case, the customer selected a diagnosis not supported for the specific merchant. We can confirm this by looking at the selected diagnosis and comparing it with the “LMN Diagnoses” available for a specific merchant.

In this case, the customer will be automatically denied a letter of medical necessity when none of the pre-set options are selected.

To help with responses when automatically “failed” qualification surveys occur, you can utilize this template as a base and then modify as needed to fit the conversation with the customer.

Template Name

• Qualification Survey: Unsupported DX