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# The in-store customer journey

In-store purchases run through your existing register. Customers pay the way they always do, then scan your Burst QR code to get a Letter of Medical Necessity (LMN) that makes the purchase FSA/HSA eligible. Nothing changes in your checkout.

> **Warning**
>
> **The letter has to be requested the same day as the purchase.** The IRS doesn't allow an LMN to be backdated, so a letter covers purchases from the day it's requested onward. A customer who scans tomorrow can't cover what they bought today. Get the scan to happen before they walk out.

## Step by step

#### The customer notices FSA/HSA is an option

Your [QR placard](/placard) at the register, an offering tag on the shelf, or a window poster tells customers they can use FSA/HSA dollars. Customers who already have an account often self-identify and ask your team about it.

#### Your team explains it in one sentence

> "If you have an FSA or HSA, scan that code before you go. You can get this reimbursed."

That's all staff need to say. The Burst page handles the rest. See [Questions at the register](#questions-at-the-register) below for the follow-ups you'll hear.

#### The customer pays as usual

Any payment method works: credit, debit, cash. They don't need an FSA/HSA card. Remind them to **keep their receipt**.

#### The customer scans and requests their letter

Scanning opens your Burst page, with your store and prices already filled in. The customer:

1. Picks what they bought from you (an [offering tag](/placard#other-printed-placements) pre-selects it).
2. Enters basic personal information.
3. Describes the health conditions or symptoms the purchase helps with.
4. Pays the one-time letter fee, unless you [cover it](/letter-fee).

It takes a few minutes and needs no app or account.

#### A licensed clinician reviews the request

A licensed clinician in the Burst network reviews the answers. Most requests are reviewed the same day. You're not involved, and you never see health information.

#### The customer gets their letter by email

If the clinician approves it, the signed LMN lands in the customer's inbox. They also show as **Letter sent** in your [Leads](https://brands.getburst.com/go/leads).

#### The customer gets reimbursed

The customer submits their LMN and receipt to their FSA/HSA administrator, or lets Burst file it for them. See [How customers get reimbursed](/customer-reimbursement), which you can share with customers directly.

> **Tip**
>
> Customers who scan at the counter finish far more often than customers who plan to "do it later." Have staff point to the code while the customer is still at the register.

## One letter, a year of purchases

An approved letter covers the purchase that prompted it **and future purchases from your store for the next 12 months**. That's worth mentioning to regulars: the first scan pays off on every visit after it.

## Questions at the register

#### Do I need to pay with my FSA/HSA card?

No. Pay however you like and keep your receipt. The letter is what makes the purchase eligible. See [Do customers need an FSA/HSA card?](/no-fsa-card-needed)

#### Can I do it later at home?

Only if it's still the same day. The letter can't cover purchases made before it was requested. Scanning now is safest.

#### How long does it take?

A few minutes to fill out. Most letters are reviewed the same day and arrive by email. See [How long do letters take?](/letter-turnaround)

#### What does it cost?

A one-time letter fee, shown on the Burst page before they pay. It's \$20 at most Growth-plan stores, or free if you cover it. See [What do my customers pay?](/customer-pricing)

#### Will the store see my health information?

No. You see their name, email, and what they bought. Health answers stay between the customer and the clinician. See [What customer information do I see in Leads?](/leads-privacy)

#### Is reimbursement guaranteed?

No one can guarantee it. The clinician decides whether a letter is appropriate, and the FSA/HSA administrator decides the claim. Don't promise a specific outcome.

## Quick reference

1. Customer sees your placard or tag and learns FSA/HSA is an option
2. Staff give the one-sentence pitch
3. Customer pays with any method and keeps the receipt
4. Customer scans the QR code **the same day** and requests a letter
5. A licensed clinician reviews it, usually the same day
6. If approved, the customer gets their LMN by email and shows as **Letter sent** in Leads
7. Customer files the LMN and receipt with their FSA/HSA administrator, or has Burst file it
8. The letter covers future purchases from your store for 12 months

Questions about in-store setup? Email [brands-support@getburst.com](mailto:brands-support@getburst.com).

> What your customer experiences from spotting your placard to getting reimbursed, and where your team helps.