Assisting Payments/Hybrid Customers

Utilize these action steps for customers who reach out looking to complete a purchase with a Truemed payments merchant.

Note: If the customer has already completed the purchase in the past, alert the customer of our inability to backdate a letter for past purchases and recommend the primary step below for future purchases.

For any customers who have not completed a purchase at this time, direct the customer to the Truemed checkout option. This option will provide the best overall customer experience as it will capture specific products purchased.

If the customer insists on completing the qualification survey prior to making a purchase, review the merchant's account in Core/Admin and select a Standalone_Consumer support link when available.

When sharing this link with the customer, explain that when using the Truemed checkout option, the merchant will cover the qualification survey fee.

If the merchant does not have a STANDALONE_CONSUMER support link set, look for a STANDALONE link that has an "LMN Price Dollars" amount set. Once the customer support interaction is completed, alert management of the need for a STANDALONE_CONSUMER link for future cases.

If the merchant is specifically set to "hybrid" in Core/Admin, this is due to the merchant having subscription based products as well as one-time purchases. For these merchants, we can utilize the STANDALONE link for customers asking about subscription orders only.