Customer Reimbursement Guide

This guide explains when and how to issue receipts or letters for members requesting reimbursement.

When to Issue a Receipt / Letter

Issue a receipt/letter only when a member requests it for:

  • Insurance reimbursement

  • HSA / FSA submission

  • Employer wellness benefits

Do not issue proactively.

What to Ask the Member (One Question)

“Please let us know the date range you plan to submit for reimbursement (e.g., Jan–Dec 2026 or specific months).”

What We Provide

  • A WaQi Program Participation Receipt covering the requested period

  • Individual PayPal/Braintree transaction receipts only if requested specifically

What We Do NOT Do

  • Do not promise reimbursement

  • Do not describe the program as medical treatment

  • Do not contact insurance providers on the member’s behalf

WaQi Program Participation Receipt (Template)

Use this template to generate a PDF.

Customer Service Checklist – Receipt Requests

Follow this checklist every time.

☐ Confirm member’s correct full name and email
☐ Ask which service period they are submitting
☐ Confirm monthly fee and calculate total amount
☐ Verify payment history in PayPal/Braintree, Squarespace, Admin
☐ Complete receipt template
☐ Export receipt above as a PDF
☐ Attach individual transaction receipts only if requested specifically
☐ Email receipt to requesting customer
☐ Log completion in customer support records (spreadsheet or list indicating that it was sent)

Optional (Recommended): Email Script for Team to send to customer

Subject: Your WaQi Program Receipt for (year)

Hi [Name],

Attached is your WaQi Health program receipt covering the period you requested. This document is provided for potential insurance, HSA, or FSA submission.

Please note that WaQi does not bill insurance directly, and reimbursement eligibility is determined by your provider.

Let us know if you need individual transaction receipts as well.

Warm regards,
WaQi Health Support Team