Staff Training: Understanding HSA/FSA Processes & Flows + Providing Cu

About HSA/FSA — How It Works

Use this page to train your team and guide shoppers through two supported flows. Both require a quick assessment and a Letter of Medical Necessity (LMN). Pay with pre-tax dollars and save up to 40% (varies by tax situation and plan rules).

LMN required for eligibility Decision in seconds (assessment < 1 minute) Portal access: portal.medpaid.com

Flow A — Pay with HSA/FSA

Best for: shoppers ready to use an HSA/FSA card

Choose an eligible product (PDP widget/badge), then at checkout select Pay with HSA/FSA.
Remove ineligible cart items to continue, complete assessment (< 1 min), decision in seconds.
If qualified, pay with HSA/FSA card; LMN emailed instantly and stored in the portal.
Note: A regular card can be used, but reimbursement then follows the Flow B steps.

Flow B — Reimbursement

Best for: shoppers using a regular card

Product selection and add-to-cart are the same as Flow A; check out with any card.
On the order confirmation page, choose the Reimbursement option → complete assessment.
If approved, LMN is emailed; submit receipt + LMN to your HSA/FSA administrator (often up to 12 months).

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HSA & FSA Basics — What They Are and How They Work

Give your team the essentials: how these pre-tax accounts work, how they differ from insurance, and how Medpaid fits into both Pay with HSA/FSA and Reimbursement flows (LMN is always part of the process to qualify for payment or reimbursement with pre-tax dollars).

Pre-tax savings: up to 40%* LMN required (assessment: < 1 min) Decisions in seconds

HSA & FSA = Pre-Tax Spending Accounts (Not Insurance)

HSA (Health Savings Account) and FSA (Flexible Spending Account) are employer/benefits accounts designed for qualified medical expenses. Shoppers use pre-tax dollars to purchase eligible items, which can mean significant savings (up to ~40% depending on individual tax situation).

They are

Pre-tax spending accounts for qualified medical expenses.

They aren’t

Insurance policies. Coverage/claims rules come from the HSA/FSA plan administrator—not Medpaid.

Payment paths

Pay with HSA/FSA (use HSA/FSA card) or Reimbursement (pay with any card, then submit receipt + LMN to provider).

LMN

Always part of the process with Medpaid to qualify purchases for HSA/FSA payment or reimbursement.

*Savings vary by tax bracket and plan rules. Always follow the customer’s HSA/FSA administrator guidance.

HSA vs. FSA — Key Differences

Ownership: HSAs are owned by the individual and generally stay with them; FSAs are employer-sponsored and typically tied to the plan year.
Rollover: HSAs usually roll over year to year; FSAs often have “use it or lose it” rules or limited carryover (varies by employer).
Eligibility: HSAs require a High-Deductible Health Plan (HDHP); FSAs don’t.
Payment method: Many shoppers have a dedicated HSA/FSA debit card; otherwise reimbursement is available after purchase.

Customer Reimbursement Guide

Copy & Paste — What Are HSA & FSA?

HSA (Health Savings Account) and FSA (Flexible Spending Account) are pre-tax benefits accounts for qualified medical expenses. When you use these funds, you’re paying with pre-tax dollars—so you can save up to ~40% depending on your tax situation. With Medpaid, a quick online assessment (under a minute) determines if your purchase qualifies and issues a Letter of Medical Necessity (LMN) when approved. The LMN is part of the process to use HSA/FSA either for direct payment or for reimbursement. Decisions are typically made in seconds.

Copy & Paste — HSA vs. FSA (Simple)

HSAs and FSAs are both pre-tax accounts, but they work a bit differently. HSAs are owned by you and usually roll over year to year (generally tied to an HDHP). FSAs are employer-based and often “use it or lose it” each plan year (some plans allow limited carryover). You can either pay directly with your HSA/FSA card (when eligible) or buy with any card and get reimbursed by submitting your receipt + LMN to your plan.

Copy & Paste — How Medpaid Fits

Medpaid helps you qualify your purchase for HSA/FSA by providing a fast online assessment and issuing a Letter of Medical Necessity (LMN) when approved. The LMN is always part of the process. If you select “Pay with HSA/FSA,” you’ll complete the quick assessment and, if approved, pay with your HSA/FSA card immediately. If you choose reimbursement, you can pay with any card, complete the assessment, receive your LMN, and then submit your receipt + LMN to your HSA/FSA administrator.

Copy & Paste — Link for Customers

Need step-by-step reimbursement instructions? Visit: https://medpaid.com/pages/how-to-pay-with-hsa-fsa

This link walks customers through using their specific HSA/FSA provider for reimbursement with their receipt + LMN.

How Medpaid Works

Flow A — Pay with HSA/FSA (LMN required)

PDP widget/badge shows eligibility Checkout → “Pay with HSA/FSA” Assessment (<1 min) → decision in seconds

Select eligible product(s) (widget/badge) and add to cart.
At checkout, choose “Pay with HSA/FSA.” If the cart has ineligible items, the shopper is prompted to remove them to continue.
Complete a brief health assessment (< 1 minute); determination is typically made in seconds.
If qualified, payment is processed via Medpaid’s HSA/FSA payment platform using the shopper’s HSA/FSA card. The LMN is emailed immediately and stored in the portal.
Order creation & notifications: once HSA/FSA payment is triggered, Medpaid auto-creates the order in the merchant’s store. Your store’s normal workflows run (order confirmation, fulfillment notifications, etc.).

Heads-up: Because payment runs through Medpaid’s HSA/FSA platform, your store’s abandoned cart automation may still trigger. Tell shoppers to ignore any abandoned cart email if they’ve completed HSA/FSA payment—rest assured, their order went through and will also appear in order confirmation emails from your store.

Any card may be used: if a regular card is used instead of an HSA/FSA card, reimbursement then follows the same steps as Flow B (submit receipt + LMN to the HSA/FSA administrator per plan rules; many plans allow up to 12 months).

Flow B — Reimbursement (LMN required)

Standard checkout (any card) Order confirmation → Reimbursement option Assessment (<1 min) → decision in seconds

Product discovery and add-to-cart are the same as Flow A; check out with any card.
On the order confirmation page, select Reimbursement to start the assessment.
Assessment takes < 1 minute; decision typically in seconds. If approved, the LMN is emailed.
Submit receipt + LMN to your HSA/FSA administrator per plan rules (often up to 12 months from purchase).

LMN access anytime: portal.medpaid.com (username = checkout email; use “Forgot password” if needed).

What Medpaid Provides

Assessment + LMN determination (digital delivery; typically valid ~12 months)
HIPAA-compliant processing and secure portal access
On-site UI (banner + modal) to set expectations

What Medpaid Doesn’t Do

Guarantee approvals or reimbursements (determinations are individualized)
Override plan rules of HSA/FSA administrators or replace medical care
Control your store’s checkout, fulfillment, or CS tooling

Customer-Ready Scripts

Paste these into email, chat, or SMS. Clear, accurate, and aligned to both flows (LMN required).

Short Explainer

You can use pre-tax HSA/FSA dollars to save up to 40% with Medpaid. For eligible products, you’ll complete a quick online health assessment (under a minute) to receive a Letter of Medical Necessity (LMN). Decisions are typically made in seconds. Your LMN is emailed and always available at portal.medpaid.com. You can pay with an HSA/FSA card at checkout (Flow A) or buy with any card and submit your receipt + LMN to your HSA/FSA provider for reimbursement (Flow B).

Pay with HSA/FSA — What to Do (Flow A)

1) Add an eligible product to your cart (look for the HSA/FSA widget/badge).
2) At checkout, choose “Pay with HSA/FSA”. If any ineligible items are in your cart, you’ll be prompted to remove them.
3) Complete the quick assessment (under 1 minute). Decision is typically made in seconds.
4) If qualified, pay with your HSA/FSA card. Your payment runs through Medpaid’s HSA/FSA payment platform, which then automatically creates your order in the merchant’s store—so you’ll receive the usual order confirmation and updates from the store.
5) Right after payment, your LMN is emailed and also stored in your Medpaid portal (portal.medpaid.com).

Heads-up: because your payment is processed via Medpaid’s HSA/FSA platform, you might also receive an “abandoned cart” email from the store’s system—please ignore it; your HSA/FSA payment went through and your order is confirmed.

Reimbursement — What to Do (Flow B)

1) Add an eligible product to your cart (same as Flow A) and check out with any card.
2) On the order confirmation page, select the Reimbursement option to start the quick assessment (under 1 minute). Decisions are typically made in seconds.
3) If approved, your LMN is emailed to you. You can also download it anytime at portal.medpaid.com (username is the email used at checkout).
4) Submit your receipt + LMN to your HSA/FSA administrator for reimbursement according to your plan’s rules (claims are commonly accepted for up to 12 months from purchase).

Timing, Savings & Access

• Assessment: under 1 minute; determinations typically in seconds.
• LMN delivery: emailed immediately and available anytime at portal.medpaid.com (use the email from checkout; select “Forgot password” to create/reset your password if needed).
• Savings: pay with pre-tax dollars and save up to 40% (varies by tax situation and plan rules).
• Reimbursement window: many plans accept claims for up to 12 months from purchase—check your plan details.

Disclaimers & Required Language

For Merchant Sites & CS Teams

LMN (Letter of Medical Necessity) is required for both flows to qualify for HSA/FSA payment or reimbursement.
Assessments are reviewed by a licensed medical professional. Outcomes are at the clinician’s discretion; approvals are not guaranteed.
Assessment typically takes < 1 minute; determinations are usually made in seconds.
When approved, the LMN is delivered by email and available anytime at portal.medpaid.com.
Using pre-tax HSA/FSA dollars can mean savings of up to 40%, depending on tax situation and plan rules.
Plan eligibility, contribution rules, and claim windows (often up to 12 months) vary by administrator.
Medpaid does not provide medical care, guarantee reimbursement, or override plan rules.

Copy & Paste — Site Disclaimer

HSA/FSA Eligibility & LMN Notice
To qualify purchases for HSA/FSA payment or reimbursement, a Letter of Medical Necessity (LMN) is required. You’ll complete a brief online assessment (under a minute). Each assessment is reviewed by a licensed medical professional, and outcomes are at the clinician’s discretion—approvals are not guaranteed. When approved, your LMN is emailed and available anytime at portal.medpaid.com.

Savings with pre-tax HSA/FSA dollars can be up to 40%, depending on your tax situation and plan rules. Plan eligibility and claim windows (commonly up to 12 months) vary by administrator. Medpaid does not provide medical care, guarantee approvals or reimbursements, or override plan rules.

Copy & Paste — Micro Footnote

* Pre-tax savings up to 40% vary by individual tax situation and plan rules. LMN required; assessment reviewed by a licensed medical professional at their discretion—approval not guaranteed. See your HSA/FSA administrator for eligibility and claim timelines.

Copy & Paste — Support Reply

Thanks for checking on HSA/FSA eligibility! For qualifying purchases, you’ll complete a quick online assessment (under a minute). A licensed medical professional reviews each assessment, and decisions are at their discretion—so approvals aren’t guaranteed. If approved, you’ll receive your LMN by email and can also access it anytime at portal.medpaid.com (use the email from checkout; select “Forgot password” if needed). Paying or reimbursing with pre-tax HSA/FSA dollars can save up to 40%, depending on your plan and tax situation.

Repeat Purchases & Subscriptions

How Medpaid handles subscriptions and returning customers—so your team can set expectations and your shoppers can breeze through checkout with pre-tax HSA/FSA dollars (LMN required).

LMN required for both flows Decisions in seconds Save up to 40% (pre-tax)

Subscriptions with “Pay with HSA/FSA” (Flow A)

When a customer selects a subscription product and chooses Pay with HSA/FSA at checkout, Medpaid processes the purchase as a one-time transaction (the subscription itself does not start).
The customer is notified at checkout that subscription billing will not fire; a one-time charge is processed if qualified by assessment.
The LMN is required and delivered by email (and available in the portal) upon successful HSA/FSA payment.

Why: many HSA/FSA administrators require itemized, LMN-supported purchases and do not support autopay subscription billing on HSA/FSA cards.

Repeat Purchases (Assessment Bypass)

If a returning customer previously received an LMN for a given product ID within the last 12 months, the assessment is bypassed automatically on a repeat purchase of that product.
The shopper can then pay directly with an HSA/FSA card (Flow A) without re-assessment.
When the LMN expires (typically after 12 months), the customer will be prompted to retake the assessment to re-determine eligibility.

Access LMNs anytime: portal.medpaid.com (username = checkout email; “Forgot password” to create/reset).

Subscriptions with Reimbursement (Flow B)

Subscriptions are reimbursable like any other purchase in Flow B.
Customer pays with any card, completes the quick assessment (LMN required), then submits receipt + LMN to their HSA/FSA administrator for reimbursement per plan rules.
For recurring subscriptions, customers generally submit a claim for each charge using that period’s receipt + their valid LMN (plan rules vary).

Copy & Paste — Subscription Messaging (Flow A)

Heads up on subscriptions: When you choose “Pay with HSA/FSA,” subscription items are processed as a one-time purchase. You’ll complete a quick assessment (under a minute); decisions are typically made in seconds. If approved, your HSA/FSA payment is processed and your LMN is emailed (and available in your portal). Renewing subscription billing does not run on HSA/FSA cards.

Copy & Paste — Repeat Purchases

Returning for the same product? If you received a Letter of Medical Necessity (LMN) for this product within the past 12 months, you won’t need to retake the assessment—your checkout will allow direct HSA/FSA card payment. When your LMN expires, you’ll be prompted to retake the quick assessment to confirm eligibility again. You can download LMNs anytime at portal.medpaid.com.

Copy & Paste — Subscriptions via Reimbursement (Flow B)

Using a subscription with reimbursement is simple: Pay with any card, complete the quick assessment (under a minute) to receive your LMN, and then submit your receipt + LMN to your HSA/FSA administrator for reimbursement. For ongoing subscriptions, submit a claim for each charge using that period’s receipt along with your valid LMN. Plan rules and timelines vary by administrator.

Servicing Customer Requests & Issues

Use this routing guide and ready-to-send replies to direct customers to reimbursement steps, HSA/FSA payment basics, LMN access, or Medpaid support.

Where to Send Customers

Reimbursement questions

Share: medpaid.com/pages/how-to-pay-with-hsa-fsa

How “Pay with HSA/FSA” works

Same link (overview + steps): medpaid.com/pages/how-to-pay-with-hsa-fsa

Get a copy of LMN

Customer logs into portal.medpaid.com with their checkout email (use “Forgot password” if needed). For privacy (HIPAA), merchants can’t access LMNs.

Anything else

Contact Medpaid: support@medpaid.com

HIPAA reminder: LMNs contain protected health information and are accessible only to the customer via the secure portal.

Copy & Paste — Reimbursement (send this)

You can submit your purchase for HSA/FSA reimbursement. Please follow our step-by-step guide here: https://medpaid.com/pages/how-to-pay-with-hsa-fsa. You’ll complete a quick assessment (under a minute). If approved, your Letter of Medical Necessity (LMN) is emailed to you and stored in your Medpaid portal for your claim.

Copy & Paste — How “Pay with HSA/FSA” Works

Eligible items show “HSA | FSA Accepted.” At checkout choose “Pay with HSA/FSA,” complete a brief online assessment (under a minute), and—if approved—pay with your HSA/FSA card. Your LMN is emailed right after. For a walkthrough, see: https://medpaid.com/pages/how-to-pay-with-hsa-fsa

Copy & Paste — LMN Copy Request

To download your Letter of Medical Necessity (LMN), please log in to the Medpaid portal at https://portal.medpaid.com using the same email you used at checkout. If you haven’t set up your account yet, choose “Forgot password” to create or reset your password. For privacy reasons (HIPAA), we aren’t able to access LMNs on your behalf.

Copy & Paste — Retroactive Reimbursement

You can request reimbursement after purchase. To qualify that specific order, please complete your Medpaid assessment on the same calendar date as your purchase (e.g., if you bought on the 12th, complete the assessment on the 12th). This ensures your Letter of Medical Necessity (LMN) aligns to the purchase date. If you missed that date, you can complete the assessment with your next eligible purchase.

To find the reimbursement option again, log into your account and open your order history. Select the order and view the order confirmation page—the link to take the Medpaid assessment is often shown there. Once approved, you’ll receive your LMN by email and can submit your receipt + LMN to your HSA/FSA administrator.

Copy & Paste — Other Inquiries

For anything else, our team at Medpaid is happy to help. Please email support@medpaid.com and include your order number and the email you used at checkout.

Common HSA/FSA Questions

Short, plain-English answers your shoppers need—organized by what they’re most likely to ask first.

How does using HSA/FSA save me money? ⌄

HSA/FSA funds are pre-tax. Paying with these accounts (or reimbursing after purchase) uses dollars that aren’t subject to income tax—often resulting in up to 40% savings depending on your tax situation. Always check your plan rules.

Which products are eligible? ⌄

Eligibility is determined for each shopper via a quick online assessment, and a Letter of Medical Necessity (LMN) is part of the process to qualify for payment or reimbursement with pre-tax HSA/FSA dollars. Products that commonly qualify are labeled to help you find them faster.

What is a Letter of Medical Necessity (LMN)? ⌄

An LMN is a provider’s letter stating a product is medically necessary for your condition. Complete our brief assessment; if approved, your LMN is issued digitally and typically valid for 12 months. You’ll receive it by email and can access it anytime in your Medpaid portal.

How do I get a copy of my Letter of Medical Necessity (LMN)? ⌄

Log in to the Medpaid patient portal. Your username is the email you used at checkout. If you haven’t set up your account yet—or need to reset—select “Forgot password” to create or reset your password. Once signed in, you can download your LMN anytime.

Pay with HSA/FSA vs. Reimbursement—what’s the difference? ⌄

Pay with HSA/FSA: Complete the quick assessment to obtain an LMN and, once qualified, pay at checkout with your HSA/FSA card.
Reimbursement: Pay with any card, complete the assessment to obtain an LMN, then submit your receipt and LMN to your HSA/FSA administrator for repayment.
Step-by-step help: How to reimburse with HSA/FSA.

How fast is the approval process? ⌄

The assessment takes less than 1 minute, and determinations are typically made in seconds. Approved LMNs are emailed immediately.

What information do I need for the assessment? ⌄

Basic contact info, a short description of your symptoms or goals, and (optionally) relevant history. No lengthy medical records are required for most shoppers.

Can I use a regular credit card and get reimbursed later? ⌄

Yes. Keep your receipt and LMN. Submit both to your HSA/FSA provider for reimbursement according to your plan’s rules and timelines.

Are there any fees or extra costs? ⌄

The LMN is complimentary when taken with an associated purchase. If you prefer an individual LMN without a product purchase, a marginal fee may apply.

How long does my LMN last? ⌄

LMNs are typically valid for 12 months from the date of approval unless your plan specifies otherwise.

I don’t have an HSA or FSA. Can I still purchase? ⌄

Absolutely. You can purchase with any card. If you later open an HSA/FSA and your item qualifies with an LMN, reimbursement may be possible per plan rules.

HSA and FSA accounts are U.S. benefit types; availability may differ outside the U.S.

Merchants: Understanding The HSA/FSA Payment & Reimbursement Processes