Frequently Asked Questions Find answers to common questions about building and operating your telehealth platform with Bask Health. Provider network & clinical model Do you provide a provider network, or can we use our own (and how do you integrate with different networks)?
Can we specifically select which provider groups or pharmacies we work with? Are groups tiered and is there a threshold?
Can customers choose synchronous vs. asynchronous visits in the same flow?
Are appointments essentially async by default?
Is there a back-end process to follow up with patients, or is that on our customer support team?
Payments, billing & refunds Do patients pay us directly and we remit fees to you, or do you collect on our behalf and distribute monthly (or on another cadence)?
Can we use a high-risk merchant account (e.g., NMI/Authorize.net)? Or must we use Stripe? Can we keep one as a backup?
Do you support buy-now-pay-later (e.g., Klarna, Affirm)?
How are refunds handled after a prescription has already been sent (credits vs. chargebacks; who processes what)?
Are coupons/discount codes/credits built in and manageable by us?
Pharmacies, fulfillment & tracking Do you auto-assign pharmacies by region/availability, or do we control assignment? Can we ensure required pharmacies aren't accidentally removed?
Does the Bask Portal have tracking information from the pharmacies?
How are ship times and fulfillment times monitored across pharmacies?
Can partner pharmacies ship to all states?
Do you work only with licensed pharmacies (vs. any non-pharmacy labs/contract manufacturers)?
Product catalog, pricing & prescriptions How easy is it to add a new product and push it live?
Can a single intake mix styles or do we have to commit to one per flow?
What's the maximum prescription duration and how does shipping availability vary by product?
Do we set retail pricing and margins ourselves? Can we see our cost per product in-platform (e.g., GLP-1s like semaglutide/tirzepatide)?
Can we see a product list with pharmacy COGS in Bask?
Do we need to build separate medical intakes per peptide, or can a generic intake cover multiple peptides?
Do you support affiliate links for products?
Labs & coaching Do you support home lab kits (ship-to-home; patient self-collection)?
Are lab requirements state-dependent for telehealth?
Do you offer or connect to nutritional coaching for GLP-1 programs, or is it typically provider-only care?
Integrations & data How would we split and route support communications (e.g., Zendesk/Interncom) vs. in-platform messaging?
Are there existing Shopify builds for GLP-1 (vs. WordPress prevalence)?
Are you integrated with TASO (for pricing/ordering)?
Onboarding, pricing & contracts What does onboarding look like end-to-end, and how long does it typically take to get live?
What's the cost to get started? Is there an implementation fee?
Is everything self-serve for $2,500/month or do you do any initial build-out?
Is there annual/12-month language in the agreement (or purely month-to-month)?
