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Product Setup Guide

This guide explains how product setup works from a Customer Support and clinic operations point of view. It covers product type, pricing, subscription phases, questionnaires, Beluga visit type, mapped drugs, default pharmacy, subscription switching, dose upgrades, and the common downstream problems caused by product configuration.

Where Products Are Managed

Main location:

  • CRM -> Store -> Products

Related setup locations:

  • EMR -> Drugs
  • EMR -> Questionnaires
  • EMR -> Questionnaires -> Product Mappings
  • Admin -> Settings -> Pharmacies
  • Admin -> Settings -> Medical Integrations

CS note: product setup is one of the most important root causes to check when checkout, intake, Beluga, subscription billing, or fulfillment behaves unexpectedly.

What Product Setup Controls

Product settings can affect:

  • public checkout/buy page behavior
  • order item price and name
  • whether an order creates a subscription
  • subscription billing cadence
  • subscription phase progression
  • intake/questionnaire requirements
  • Beluga medical visit type
  • Beluga medication payload
  • pharmacy routing
  • refill eligibility
  • subscription switching options
  • patient dose upgrade options
  • whether a cycle is product/medical review or payment-only recovery

Small product changes can affect many workflows.

Product Type

Product type controls whether the item is one-time or subscription.

Types:

  • one_time
  • subscription

One-Time Product

Use this for a normal product/order item that should not create recurring billing.

May still require:

  • intake
  • Beluga review
  • pharmacy fulfillment
  • refill support

Subscription Product

Use this when the product should create a recurring subscription.

Subscription products require billing cadence setup:

  • billing interval
  • interval count

They may also include phases/variants that control product, recovery, and follow-up behavior over time.

Pricing Fields

Main fields:

  • Price
  • Original Price

Price is used for checkout/order totals and subscription amount unless a subscription phase price applies to the cycle/order item.

Original Price is mainly display/marketing context and should not be treated as the charge amount.

CS note: refill pricing uses the current active product price, not necessarily the historical price from the original order.

Active Status

Product active status controls whether the product should be available for normal use.

If a product is inactive:

  • patients may not be able to buy it
  • refill options may not appear
  • switch/dose options may not include it

Do not deactivate a product without checking whether it is used by active subscriptions, refill flows, or checkout links.

Category

Product category is used for organization, filtering, and reporting.

CS may see category filters in:

  • CRM Store
  • EMR Subscriptions
  • reporting/metrics views

Category does not by itself decide Beluga, intake, or pharmacy routing.

Default Pharmacy

Default Pharmacy is set in:

  • CRM -> Store -> Products -> Default Pharmacy

This is the main routing signal for pharmacy fulfillment.

Common pharmacy types:

  • BELUGA
  • OWN
  • DISPENSE_PRO
  • BELMAR_LIFEFILE

Default Pharmacy affects:

  • pharmacy assigned to checkout/manual/refill/subscription orders
  • Beluga pharmacy id used for visit submission
  • DispensePro routing
  • Belmar/LifeFile routing
  • fulfillment troubleshooting

CS note: if the wrong pharmacy receives an order, check the product Default Pharmacy first.

Mapped Drugs

Mapped drugs connect CRM products to EMR drug records.

Product editor field:

  • Mapped Drug(s)

Related location:

  • EMR -> Drugs

Mapped drugs are used for:

  • Beluga medication payloads
  • prescription/pharmacy payloads
  • DispensePro routing data
  • LifeFile routing data

Drug fields that matter:

  • name
  • strength
  • DIN
  • Beluga medId
  • Mitte
  • Sig
  • Refills
  • DispensePro Rx Configuration
  • LifeFile Rx Mapping

If a product has no mapped drug, Beluga or pharmacy submission may skip or fail.

Beluga Starter Dose Drug

Product editor field:

  • Beluga Starter Dose Drug

This is used for Beluga weight-loss flows when the patient indicates they are treatment-naive or selected "None of these" for recent medication.

The starter drug should be the lowest/starter dose medication with:

  • Beluga medId, or
  • DIN fallback

If this is missing for a relevant product, Beluga submission can be blocked until admin/dev fixes product setup and staff retries submission.

Beluga Visit Type

Product editor field:

  • Beluga Visit Type(s)

Common values:

  • weightloss
  • weightlossfollowup
  • weightlossCheckin
  • glpMicrodosing
  • glpMicrodosingFollowup
  • antiAging
  • antiAgingFollowup
  • ED
  • PE
  • hairloss
  • testVisitType

Beluga visit type controls:

  • which Beluga health vertical is submitted
  • which questionnaire mapping is expected
  • which Beluga Q/A mapping is used
  • whether an order can move to Beluga correctly

If multiple visit types are selected, the first selected type is generally used by default when the app needs one.

CS note: wrong visit type can cause wrong intake questions, Beluga submission failure, or wrong medical review pathway.

Questionnaires

Product editor field:

  • Questionnaires

Related EMR locations:

  • EMR -> Questionnaires -> Questionnaire Forms
  • EMR -> Questionnaires -> Product Mappings

Questionnaires decide which intake forms are required for the product.

Current behavior:

  • product-level questionnaires are defaults
  • subscription phase questionnaires can override product defaults
  • payment-only phases should not have questionnaires
  • duplicate forms are deduplicated for the patient

If a patient does not see intake, or sees the wrong intake, check product and phase questionnaire mapping.

Subscription Billing Cadence

For subscription products, configure:

  • Billing Interval
  • Interval Count
  • Trial Days, if applicable

Common interval values:

  • days
  • weekly
  • monthly

Examples:

  • monthly + 1 = every month
  • weekly + 1 = every week
  • days + 30 = every 30 days

CS note: billing cadence is product/subscription-level. Individual phases do not set separate billing dates.

Subscription Phases / Variants

Subscription products can have phases.

Phase fields:

  • phase name
  • price
  • duration cycles
  • Beluga visit type
  • questionnaires
  • loop start

Phases control:

  • which variant/order item is attached to each billing cycle
  • phase-specific price
  • how many cycles a phase lasts
  • whether the cycle needs Beluga/intake
  • whether the cycle is payment-only recovery
  • where the subscription loops after finite phases

Phase Duration Cycles

Duration cycles controls how many billing cycles the phase lasts.

If blank:

  • phase can last indefinitely

If set:

  • subscription moves to the next phase after that many successful paid cycles

CS note: wrong duration cycles can make subscriptions advance too early, too late, or stay in recovery unexpectedly.

Loop Start

Only one phase can be marked as loop start.

When the last finite phase ends:

  • the subscription loops back to the loop start phase, if one is set
  • otherwise it stays on the last phase

Use loop start for repeating maintenance/follow-up cycles.

Phase Beluga Visit Type

A phase can:

  • inherit from product
  • use a specific Beluga visit type
  • be set to none

Inherit From Product

Use when the phase should use the product-level Beluga Visit Type.

Specific Visit Type

Use when a phase needs a different Beluga visit type, such as follow-up instead of initial visit.

none

Use for payment-only phases.

none means:

  • no Beluga visit
  • no consultation
  • no fulfillment/shipment
  • no questionnaires for that phase

CS explanation:

This phase is payment-only recovery. It collects billing but should not create a new medical visit or shipment.

Subscription Switching Settings

Product editor fields:

  • Allow Subscription Switching
  • Switch Mode

Switch modes:

  • After recovery only
  • Switch now anytime

What they control:

  • whether patients see switch options
  • whether switch can be scheduled only
  • whether payoff and immediate switch can be offered

CS note: switch settings are configured on the current product the patient is switching from.

See subscription-switching-README.md.

Patient Dose Upgrade Setting

Product editor field:

  • Allow Patient Dose Upgrade

This allows eligible products to appear as dose upgrade options for patients/staff flows.

Used by:

  • patient subscription dose-change flow
  • EMR subscription dose increase flow

CS note: if a patient cannot choose a higher-dose product, check that the target product is active, type subscription, and allows patient dose upgrade.

Product Setup for Beluga

Before a product can submit properly to Beluga, check:

  • Beluga is enabled in Admin settings
  • product has correct Beluga Visit Type
  • product has mapped drug
  • mapped drug has Beluga medId or DIN
  • product has Beluga Starter Dose Drug when needed
  • required questionnaire mapping exists
  • default pharmacy has Beluga pharmacy id when using Beluga pharmacy routing

If Beluga submission failed with a product/configuration error, fix product setup first, then retry the same order from EMR.

Product Setup for Pharmacy Fulfillment

Before pharmacy fulfillment can work, check:

  • product Default Pharmacy is set
  • pharmacy type is correct
  • mapped drug exists
  • drug has DispensePro config if pharmacy is DISPENSE_PRO
  • drug has LifeFile Product ID if pharmacy is BELMAR_LIFEFILE
  • Beluga RX_WRITTEN was received for medication flows

Do not route pharmacy fulfillment only because the product is configured. Prescription confirmation is still required.

See pharmacy-fulfillment-README.md.

Product Setup for Intake

Before intake can work, check:

  • product has questionnaire mapping
  • form is active
  • mapping is active
  • phase-specific mappings are correct for subscription products
  • phase with belugaVisitType = none does not have questionnaire requirements

See intake-questionnaire-README.md.

Product Setup for Subscriptions

For subscription products, check:

  • product type is subscription
  • billing interval and count are correct
  • phases are ordered correctly
  • phase prices are correct
  • duration cycles are correct
  • loop start is correct
  • payment-only phases use belugaVisitType = none
  • switching settings are correct
  • dose upgrade setting is correct when needed

See subscription-lifecycle-README.md.

Common Product Setup Mistakes

Patient does not see product in checkout

Check:

  • product is active
  • checkout/buy page includes the product
  • product organization is correct
  • product type and price are valid

Patient receives wrong intake

Check:

  • product questionnaires
  • phase questionnaires
  • Beluga visit type
  • EMR questionnaire product mapping

Beluga did not submit

Check:

  • product Beluga Visit Type
  • mapped drug
  • drug Beluga medId/DIN
  • Beluga Starter Dose Drug
  • required intake
  • default pharmacy / Beluga pharmacy id

Order routed to wrong pharmacy

Check:

  • product Default Pharmacy
  • order assigned pharmacy
  • pharmacy type
  • product-to-drug mapping

Subscription billed but should not ship

Check:

  • current phase
  • phase Beluga visit type
  • whether phase is none
  • phase duration cycles

Payment-only phases should not ship.

Refill price is different from original order

Check:

  • current product price
  • original historical order price

Refill uses current active product price.

Patient cannot switch subscription

Check:

  • current product allows subscription switching
  • switch mode
  • recovery balance
  • available active subscription products
  • pending switch request

Patient cannot request dose upgrade

Check:

  • target product is active
  • target product type is subscription
  • target product has Allow Patient Dose Upgrade enabled
  • target product has correct Beluga/intake/pharmacy setup

Product Change Guardrails

Before changing an active product, check:

  • active subscriptions using it
  • open orders using it
  • checkout links using it
  • mapped drugs
  • questionnaire mappings
  • pharmacy routing
  • Beluga visit type
  • subscription phase impact
  • refill impact
  • workflow conditions that reference product/category

Avoid changing product setup during active patient operations unless the impact is understood.

CS Escalation Checklist

Escalate to admin/development or clinic operations when:

  • product setup affects active subscriptions
  • phase progression looks incorrect
  • Beluga submission fails due to product config
  • pharmacy routing is wrong
  • mapped drug is missing or unclear
  • starter dose drug is missing
  • patient receives wrong intake
  • payment-only phase is creating consultation/shipment behavior
  • checkout displays wrong product/price
  • workflow behavior changed after product edit

Include these details when escalating:

  • product name
  • product id, if visible
  • product type
  • patient/order/subscription affected
  • current product price
  • Beluga visit type
  • default pharmacy
  • mapped drug(s)
  • questionnaire/form name
  • current subscription phase, if applicable
  • screenshot or exact patient/staff-facing message

Updated about 1 hour ago