Plain answers about TrueRoute.
What TrueRoute is, the two ordering paths, how an order is checked and priced, who fills orders, and what TrueRoute does not do.
Getting started.
What is TrueRoute?
TrueRoute is prescription ordering and pharmacy operations software. It brings your product catalog, account pricing, prescription orders, office-use purchasing, payments and fulfillment records into one platform, so your team has one place to order, follow progress and manage work across locations.
Who is TrueRoute for?
Medspas, wellness clinics and IV clinics, and the groups that run several of them. A parent organization manages its clinics, their products, prices and access, and each clinic sees its own orders and prices.
Approved software partners connect through a signed API after onboarding.
Is TrueRoute a pharmacy?
No. TrueRoute is software. It does not dispense and does not practice medicine; prescriptions are written by your prescribers, and pharmacies hold their own licensure.
Can I sign up online?
Yes. Open an account online at /app/signup with your clinic and prescriber details. We check NPI and licences automatically and verify your clinic before your first order goes through. You can browse prices meanwhile.
What happens after we open an account?
There is no software to install and no implementation project. You open your account online with your clinic and prescriber details. We check each prescriber’s NPI and licences automatically, a person on our team verifies your clinic, and your team places its first order with ours on hand to help. Prefer to talk first? Book a walkthrough and we will show you TrueRoute with your products.
What do you set up for us?
Your organization, locations, team and prescribers with their licenses, the ordering programs that fit your account, your delivery locations, and the products and prices for your account. Prescribers are enrolled where fulfillment requires it, and everything is confirmed with you before orders flow.
Can we start with one prescriber?
Yes. We set TrueRoute up with you, and you can start with one prescriber, then add people, locations and programs as you grow.
Do we have to contact you to place an order?
No. After setup, your team orders in TrueRoute directly in a web browser; nobody needs to contact us to place an order. Our operators work any exception with you.
Ordering prescriptions.
What can my team order in TrueRoute?
Two kinds of order, on two separate paths: patient-specific prescriptions, compounded and retail, written for a named patient and signed by the prescriber; and office-use purchases of practice stock, with no patient attached.
Which paths your account uses depends on the programs set up for it.
How does a patient prescription work?
Choose the patient, prescriber and product, review the complete prescription with its total, sign, and pay through the payment route set up for your account. What is signed is frozen as the record the pharmacy receives, and the order then shows its status, tracking and any exception on the order record.
What does the prescription screen include?
Every element a valid prescription requires: the patient’s legal name, date of birth, sex, address and phone; the prescriber who will sign; a specific product with its unit spelled out, so the quantity is unambiguous; the quantity and directions; and the route and the total on one review panel.
Does TrueRoute write the directions or choose the dose?
No. The prescriber selects the product and sets the quantity and directions, and TrueRoute does not prescribe. What the prescriber signs is exactly what the pharmacy receives.
Can a staff member prepare a prescription for the prescriber to sign?
Yes. A medical assistant can search the catalog and prepare the prescription with the patient, product and quantity. The prescriber then reviews the complete prescription and its total and signs it under their own NPI and state licensure.
Can a signed prescription be changed?
No. What is signed is frozen as the record the pharmacy receives and an auditor sees. The checks run again on the server before it is paid and again before it is sent, and a route that no longer qualifies is refused with a reason.
Does the prescriber need a license in the patient’s state?
Yes. The prescriber must hold an active license in the patient’s shipping state, as the clinic attests, and that is checked on every order before anything is signed or charged.
Who decides where an order is filled?
TrueRoute selects the route under its written routing policy, and price does not select it. The route and its total are shown before the prescriber signs, and the pharmacy that dispensed is recorded on the order.
What has to be true before an order can go?
Nine checks run in order and stop at the first failure, so the record says exactly why an order could not go. The server runs them again at signature and again at send, and a route that no longer qualifies is refused with a reason, never silently re-routed.
- Controlled substance: a controlled substance is refused before any pharmacy is considered.
- Provider license: the prescriber holds an active license in the patient’s shipping state.
- Clinic entitlement: your organization has enabled the fulfillment partner for your clinic.
- Practice enrollment: your clinic is on file with that pharmacy as an active account.
- Prescriber enrollment: your prescriber is on file there, under their own NPI and state license.
- Facility type: the kind of order matches the kind of pharmacy allowed to fill it.
- Ship-to state: the pharmacy can ship to the patient’s state.
- Product carried and priced: the product is carried, orderable and priced for the quantity asked for.
- Transport ready: the order can be sent, checked before the card is charged.
What happens if an order cannot go through?
Nothing is signed or charged on a route that does not qualify, and the screen says why. An order that stops later shows the reason on the order record, and our operators work the exception with you.
How do we follow an order after it is sent?
The order list shows what was sent, what shipped and what needs attention, with tracking and a reason when an order stops. Each order keeps its status history, payment and tracking on one record.
Will TrueRoute switch to a different strength or package to lower the price?
No. TrueRoute never substitutes a different formulation, concentration, package size or route for price. The product on the prescription is the one your prescriber selected.
What clinics order.
Where can my clinic order compounded semaglutide and tirzepatide?
In the TrueRoute portal, as patient-specific prescriptions written by your prescriber for a named patient and filled by licensed 503A pharmacies in our network.
Your account’s price for the ship-to state and what shipping adds are shown before your prescriber signs, and your prescriber decides what is right for each patient.
What medications can a clinic order through TrueRoute?
Clinics order across weight management, women’s health and menopause, men’s health, and medical spa wellness: compounded semaglutide and tirzepatide, metformin and ondansetron; estradiol and progesterone; sildenafil, tadalafil, finasteride and minoxidil; and NAD+, glutathione, vitamin B12 and sermorelin.
Each is ordered as a patient prescription, and what your account can order, at your account’s price for the ship-to state, is set up with you.
Which product areas do clinics order in?
Weight management, men’s and women’s hormone health, peptides, sexual health, hair and scalp, dermatology, thyroid and metabolic, and general health. What your account can order is set up with you.
Who decides which medication is right for a patient?
Your prescriber. TrueRoute shows what your account can order and what it costs; the prescriber owns the prescription and its clinical judgment.
Does FDA approve compounded medications?
Compounded medications are not FDA-approved, and FDA does not review them for safety, effectiveness or quality.
Your prescriber decides whether a compounded medication is appropriate for each patient.
Office stock and physician use.
Is office-use purchasing the same as a prescription?
No. It is a separate purchase-order path with no patient attached, available once your account’s program is set up. Patient-specific prescriptions stay on the prescription path.
Choose the program and an approved delivery location, set quantities, and see the quantity price, the shipping method and the total you will be charged before you place the order.
Can my clinic order office stock from a 503B outsourcing facility?
Yes, once your account’s program is set up: a purchase order with no patient attached, placed in the portal.
It needs an ordering provider licensed in the ship-to state and an approved delivery location.
What is physician use?
Physician use is its own ordering program, separate from office stock (503B), with its own place to order in the portal and its own order list. It is available once your account’s program is set up.
Can office stock and physician-use items go on one order?
No. Each program has its own door and its own orders, so every purchase is clear about which program it falls under. Patient-specific prescriptions stay on the prescription path.
Is there quantity pricing on office-use supply?
Yes. Quantity pricing applies automatically at each tier, and you see a firm total with shipping before you place the order. If a price changes before you place it, you are asked again.
Where does office-use supply ship?
To your clinic’s approved delivery location on file, set up with you during onboarding. Office stock from a 503B outsourcing facility also needs an ordering provider of your clinic licensed in that location’s state.
Does our team place office-use orders itself?
Yes. Office-use purchasing is set up once, then your team orders it themselves in TrueRoute, like any other purchase, and pays in the same screen.
How do we follow an office-use order?
Your list of office-use orders shows payment and fulfillment status, with tracking once it ships.
Pricing and payment.
How does pricing work?
You pay per order at your account’s price, which you see before you order. Each order shows each item at its price, then shipping and handling, which includes our service fee and any handling charge, and the total. Your rates are set with you during setup.
Do the prices include shipping?
Catalog prices show the product total and list shipping options separately; shipping and any order-level charges are added at checkout, before you pay.
Why does a price depend on the ship-to state?
Patient prescriptions are priced for the patient’s ship-to state, so the catalog shows your account’s price for the state you search, with the shipping options listed beside it.
Will we see the total before we commit?
Yes. The prescriber sees the whole total on the review panel before signing, and an office-use order shows a firm total with shipping before you place it.
How is a charge recorded?
Behind every charge, the medication, fees, fulfillment and shipping are each recorded as their own line that cannot be edited, and the payment is exactly the sum of those lines.
When is the card charged?
An order paid by card is charged to the card on file for your clinic when it is placed, after its checks pass. Nothing is charged on an order that does not pass them.
How do refunds work?
A card refund goes back to the same card, and every payment sits on the order it paid for.
Can someone pay for orders without being able to prescribe?
Yes. A billing user manages the card and pays for orders without being able to write a prescription.
How can we pay for orders?
By bank transfer (ACH) where checkout offers it, or with the card on file for your clinic. A bank-paid order is released once the payment clears. Your clinic keeps a card on file either way: a returned bank payment on an order already sent is charged to it.
Is delivery free on office-use orders?
Yes, when the order is paid by bank (ACH) and its product subtotal reaches the free-delivery threshold shown on the pricing page: checkout shows the bank total, with shipping free, beside the card total before you place the order. An order paid by card pays its shipping, and below the threshold the shipping option chosen at checkout is listed beside the price.
How are fees and clinic prices changed?
Fee and clinic-price configuration is fully versioned: who changed it, when, from what, to what, and why.
Does TrueRoute bill insurance?
No. Orders are paid by the clinic, and TrueRoute does not process insurance claims.
The pharmacy network and coverage.
Who fulfills orders?
Orders are filled by licensed pharmacies in our network, and more pharmacies are being added. Which pharmacies are available to your account is set up during onboarding, and product and state coverage depend on that setup.
What is the difference between a 503A pharmacy and a 503B outsourcing facility?
A 503A pharmacy is a state-licensed pharmacy that compounds for individual patients on valid prescriptions. A 503B outsourcing facility registers with FDA, compounds under current good manufacturing practice, and may supply health care facilities without a prescription for an identified patient.
In TrueRoute, a patient prescription may go to either, and an office-use order goes only to a 503B.
How does an order reach the pharmacy?
Where a pharmacy has an API, the order is transmitted to it directly. Where it does not, a named operator places it and records the confirmation. Either way the order stays in TrueRoute with the same record and the same audit history.
Will we know which pharmacy dispensed an order?
Yes. The pharmacy that dispensed is recorded on the order, and it is named on the package label.
Which states can orders ship to?
Patient-specific prescriptions ship from licensed pharmacies in our network to patients in every state and DC, and office-use supply ships to practice locations across the country. Availability is set per product, and each order is checked against the patient’s state before it is placed.
How do we know a product can ship to our patient’s state?
Search the catalog for the patient’s ship-to state: it shows your account’s price for each item, the shipping options, and a plain reason when an item cannot be ordered there.
Does TrueRoute replace a pharmacy’s own systems?
No. TrueRoute keeps a complete record of orders and operations. It is not a pharmacy management system: it does not replace pharmacist verification, dispensing, inventory, labeling or claims.
We are a pharmacy. Can we work with TrueRoute?
If you are a pharmacy or outsourcing facility interested in joining our pharmacy network and fulfilling orders through TrueRoute, or in using it for ordering and operations, we start with a conversation about fit and setup.
Groups and multiple locations.
Can a group run all its clinics in one account?
Yes. Brands, franchises and management groups run all their clinics in one TrueRoute organization. Each location orders for its own patients, and your group roles see across all of them.
How do we add a new location?
Tell us its name, address, delivery locations and who will order. We add it under your organization with its prescribers, their licenses, staff and billing, switch on the programs and prices you agreed for it, and it starts ordering. It is a short conversation, not a new contract or a new portal.
Does each location keep its own patients and orders?
Yes. Each location keeps its own team, patients and orders, and its orders appear in its own list and in the group’s view. That boundary is enforced by the database rather than by the screen.
Can each location have its own programs and prices?
Yes. Each location is set up with the programs and prices you agree with us, and every change to an account’s price is recorded: who, when, from what, to what, and why.
What roles can people on our team have?
Clinic roles include a clinic administrator, prescribers, staff and billing, and a group has its own roles that see across its locations. Each role does only what it needs to: a billing user can pay for orders without prescribing.
Our group runs on an EHR. Can we connect it once?
Yes, once that EHR or platform is an approved integration partner. It connects once at the group, then each location is switched on. A location added later reaches TrueRoute only once it is granted, so access is never inherited by accident.
Compliance and records.
Whose license is on a prescription?
Prescriptions are written under the clinic’s own NPI and state licensure, and no TrueEval provider is ever enrolled at a pharmacy on a clinic’s behalf: the database refuses it.
How does TrueRoute check a prescriber?
What we claim about a prescriber is exactly what we do: NPI-validated and clinic-attested. We do not offer live license verification, and we do not describe it as something it is not.
How is one clinic’s data kept from another’s?
A clinic session reads its own clinic’s patients, prescribers and orders, and that boundary is enforced by the database rather than by the screen.
What record does TrueRoute keep?
Every order keeps its status history, signed prescription, payment state and tracking on one record. Order, payment and ledger records are append-only, configuration is versioned, and an activity feed shows who did what.
Does TrueRoute handle controlled substances?
No. TrueRoute is for non-controlled products and prescriptions only, and refuses a controlled substance before anything else runs. There is no DEA workflow and no EPCS.
Does TrueRoute make clinical decisions?
No. The software refuses what it can check, such as an unenabled program, a missing enrollment, an unpriced product or a controlled substance, and records every decision. The prescriber owns the prescription and its clinical judgment, and the pharmacy makes its own dispensing decisions.
Is there a patient portal?
No. Patients receive one-way shipment notifications and a signed, logistics-only status link. There is no patient login or chat.
Shipment texts and email subject lines carry no medication name, dose, strength or product, and a text is sent only if prior express consent is recorded.
Do you confirm a patient received the message?
No. We record that a shipment was reported and that our message provider accepted the message. We do not process delivery receipts for shipment messages, so we never say a message was delivered.
Integrations.
How do software partners connect?
Partner access is switched on per approved partner, after onboarding. Every request carries a credential scoped to that partner’s clinics, a signature, a short-lived timestamp and an idempotency key.
Can we connect our EHR or platform?
Approved software partners connect through a signed, versioned, server-to-server API after onboarding, with a sandbox to build against first. Partner access is set up with each partner; it is not self-serve.
You do not need an integration to use TrueRoute: clinics can order in the TrueRoute portal in a web browser on its own.
What can a platform do through the API?
Read a clinic’s catalog and prices, get a quote before ordering, run the same nine checks as the console, place the order, and follow it through signed events.
Is there a sandbox to build against?
Yes. Sandbox credentials are issued per partner and scoped to your clinics, in a non-production environment. You run the scenarios end to end and we review them with you before live credentials are issued.
Can we get API credentials online?
No. Credentials are issued per approved partner after onboarding, never self-serve, and each is scoped to that partner’s clinics.
Does the API send events?
Yes. One webhook stream, signed, in order and built to be retried, carries each order’s events as it moves.
Can a platform that serves a group connect once?
Yes. It connects once at the parent, and each clinic under it is granted, one by one or all at once, with exactly the services it should have. A clinic added later gets nothing until it is granted.
Labs and collection.
Can my clinic order lab tests through TrueRoute?
Yes. Order lab tests for a patient the way your team orders a prescription: from your account’s lab catalog and prices, authorized by a licensed clinician, with every status on one record.
Who authorizes a lab order?
A licensed clinician linked to your clinic reviews and authorizes the order.
How are lab tests priced?
Each test is at your account’s price, with the order’s total on the quote before it is placed.
What happens when a lab corrects a result?
The earlier version is kept and the newest is marked as current. Nothing is overwritten.
What happens when a lab flags a result as critical?
It starts an escalation to the responsible clinician, and each step of it is recorded.
Who can read a lab result?
The clinicians and staff your organization names, not every user on the account.
How can a patient be collected for a lab order?
At a draw site, by a phlebotomist at home or at work, with a prescribed at-home collection kit, or in your own office. Which ways your account offers is set up with you, and each has its own status on the order.
Purchasing comparisons.
What do you need for a purchasing comparison?
Up to three items your clinic already orders: for each, the formulation, concentration, package size and usual quantity, plus the state and ZIP code you ship to. A product list is enough to begin. Please leave out patient names, prescriptions and any other patient information.
How is the comparison prepared?
Our team matches each item to the exact formulation, concentration and package size in the catalog available to clinics and prepares the applicable total for your shipping state, with shipping and applicable fees on their own lines. If more than one package fits a description, we ask before we compare. We never substitute a different formulation, strength or package to lower a price.
Do I have to tell you what we pay today?
No. If you include your current total and what it covers, the comparison shows the difference from that number. If you leave it out, you still see the applicable total for each item.
Are prescriptions and office stock compared the same way?
Prescriptions written for a named patient and stock bought for your office are separate programs, each with its own rules, and each is available once your account’s program is set up. The comparison says which program each item falls under, and we compare an item only against products your clinic could order through a program that fits it.
Who fills the order if we go ahead?
Licensed pharmacies in our network fill orders. TrueRoute is the ordering and operations software: it selects the fulfillment route under a written routing policy, and it does not dispense.
Do we need an integration project to start?
No. Your team orders in the TrueRoute clinic portal in a web browser. You open your account online, and a person on our team verifies your clinic before your first order.
Ask us the rest.
A person on our team reads every question and replies by email.