Overview
Patients browse and purchase your retail products from Shop → Products in the RepeatMD patient app. The flow mirrors familiar mobile shopping: browse, add to cart, checkout, and track orders in Wallet.
This article is for front-desk staff, managers, and admins who explain MyProducts to patients and troubleshoot order status.
Before You Start
MyProducts must be live in your app. See Set up your MyProducts storefront (Admin Panel).
Know whether your practice offers pickup only or pickup plus shipping. See Enable MyProducts shipping (Admin Panel).
If you also sell SkinDrop, patients may see pickup and delivery labels on mixed carts. See Understand the SkinDrop patient experience (Admin Panel).
Walk through a test order yourself before fielding patient questions.
Why It Matters
When staff know the patient flow, they can:
Set expectations for pickup location, shipping timing, or out-of-stock items.
Answer order status questions without escalating to a manager.
Reduce missed pickups and refund confusion.
Recommend repurchases using order history during follow-ups.
How It Works
Browse and search. Patients open Shop → Products, browse by category or brand, filter, and search by keyword. Products sort by purchase trends and recency.
Product detail. Each listing shows images, description, size or color variations, member and non-member pricing, benefits, and ingredients.
Cart and checkout. Patients add items, apply special offers or rewards, and check out. When SkinDrop is enabled, product detail and cart pages label pickup versus delivery items.
Wallet tracking. Purchased products appear in Wallet. Orders show product name, quantity, fulfillment method, status, and pickup location or shipping details.
Pickup. Patients can tap Pick Up and scan your check-in QR code, or staff can mark the order picked up from the patient profile in the Admin Panel.
Returns. If your practice allows returns, patients view your return policy in order details and contact your team by phone or email to start a return. Refunded orders update status in the app.
Step-by-Step Instructions
Walk through the patient browse flow
Open your practice’s patient app (or a test account).
Go to Shop → Products.
Browse categories, apply filters, or search by keyword.
Open a product to review images, pricing, variations, and description.
Walk through checkout
Select quantity and tap Add to Cart.
Open the cart and review totals.
Apply any eligible special offers or rewards.
Choose fulfillment (pickup location or shipping address when shipping is enabled).
Complete checkout.
Support pickup at the front desk
When a patient arrives, confirm their order shows Ready for Pickup in Wallet.
Option A: Patient taps Pick Up and scans your check-in QR code.
Option B: Staff opens the order in the Admin Panel and marks it Picked Up.
See Understand your MyProducts dashboard (Admin Panel) for admin steps.
Help with returns
Direct the patient to the return policy in their order details in Wallet.
Have them contact your team using the method listed in your storefront settings.
Process the refund from the Admin Panel when approved.
Best Practices and Pro Tips
Run a test order before launch so staff see exactly what patients see.
Use order history in follow-ups to suggest repurchases or related products.
Explain mixed carts when MyProducts and SkinDrop are both enabled.
Keep pickup statuses current in the Admin Panel so Wallet stays accurate.
Common Mistakes and FAQs
Q: What if an order is accidentally marked as picked up?
A: Reopen the order in the Admin Panel and set status back to Ready for Pickup.
Q: Can I limit pickup to certain locations?
A: Yes. Set product availability per location when you configure your catalog.
Q: Can patients reorder products they purchased before?
A: Yes. They can tap the product link from order details in Wallet.
Q: What happens if a product is out of stock?
A: Out-of-stock products show on the product detail page. Patients cannot purchase items you marked out of stock or with zero inventory.
Q: Can patients choose shipping?
A: Yes, when MyProducts Shipping is enabled for eligible products. See Enable MyProducts shipping (Admin Panel).
Q: Where do staff mark orders picked up?
A: From Products → Recent Orders or the patient profile in the Admin Panel.
Next Steps and Support
Need help? Email support@repeatmd.com