- What happens in your first week as a clinic
A clear day-by-day of how your storefront, products, and team are set up so you can start selling within a week.
- How fast does my order ship?
Ship times by product type, what tracking looks like, and what to do if something is delayed.
- Can I pause my reorder?
Yes — here is how to pause a subscription, change cadence, or skip a single shipment.
- Setting up your own web address
Point yourpractice.com at your storefront in three steps, with no DNS jargon.
- Reading your monthly bill
What every line on your monthly invoice means, and how to predict your next bill.
Getting started
Your first week with Platform Health.
- What happens in your first week as a clinic
A clear day-by-day of how your storefront, products, and team are set up so you can start selling within a week.
- Setting up your own web address
Point yourpractice.com at your storefront in three steps, with no DNS jargon.
- Your first email send
How to draft, schedule, and send your first marketing email — and what your team checks before it goes out.
- Reading your insights dashboard
A walkthrough of the numbers that matter and the ones you can safely ignore.
- What happens in your first week as a vendor
How vendors are onboarded, how your catalog gets in front of clinics, and when the first orders show up.
- Inviting your team
How to add providers, admins, and helpers to your workspace, and what each role can do.
Day-to-day
How to work with your team and the dashboard.
- How to approve an AI draft
When the co-pilot drafts a reply, an email, or a product description, here is how to review and ship it.
- When to escalate to your operator
Most things you can handle yourself. These are the ones to send up the chain.
- Managing your order queue
Filtering, batching, and prioritizing the orders that come in.
- Handling refunds
The decision tree for refund requests and the dashboard buttons to handle each case.
- How do I leave a review?
When and how reviews land in your inbox, and what happens when you submit one.
- Gift cards — how they work
Buying, sending, and redeeming a gift card on a clinic storefront.
Orders & shipping
Tracking, shipping windows, and what happens after checkout.
- How fast does my order ship?
Ship times by product type, what tracking looks like, and what to do if something is delayed.
- Can I ship to a different address?
Yes — here is how to add and switch addresses, and what to do if you need to redirect an order in flight.
- Shipping as a vendor
How shipping labels work, who pays, and what to do when a package goes missing.
- Where is my tracking number?
Three places to find your tracking number once your order has shipped.
- Returns as a vendor
How returns work from your end — the workflow, who pays, and how it affects your metrics.
Subscriptions & reorders
Pause, change cadence, swap doses, cancel.
Billing & payouts
Reading your bill, invoices, and getting paid.
- Net-30 payout cycles
When you get paid, what shows up on your statement, and how to read the payout breakdown.
- Reading your monthly bill
What every line on your monthly invoice means, and how to predict your next bill.
- Reading your vendor payout in Stripe
A field-by-field walkthrough of what shows up in your Stripe account when our payout lands.
- Understanding platform fees
Where platform fees come in, how they compare to other platforms, and what you get for them.
Compliance & safety
Age-gates, RUO, HIPAA, and what we do behind the scenes.
- How prescription products work
What changes when a product requires a consult, and what we ask you to acknowledge at checkout.
- When the age-gate fires
Why some storefronts ask you to confirm your age and how the gate works.
- What we handle to keep you HIPAA-compliant
A plain-English summary of how the platform handles PHI and what you still need to do as a clinic.
- How your payment information is handled
We do not store your card. Here is what actually happens when you check out.
- How to export all my data
How to request a copy of everything we hold about you, and what is in the export.
- Setting up two-factor authentication
How to add a second sign-in factor and what happens if you lose your phone.
Vendor tools
Catalogs, price lists, and per-clinic settings.
Troubleshooting
When something looks off, start here.
- I can't see my orders
A diagnostic walkthrough for when your order queue is empty or missing entries.
- My Stripe payout didn't land
When a payout is missing or late, here is the diagnostic process.
- My client says they didn't get the email
The five most common causes of missing transactional emails and how to fix each one.
- My storefront looks broken on mobile
Quick checks when your store renders weirdly on a phone or tablet.
- I can't sign in to my account
The magic-link sign-in option for customers, and what to do when it does not work.
Best clinics
What works for the clinics and vendors growing fastest.
- Setting up your reorder cadence
How to pick the right shipment intervals so customers stay subscribed and pharmacies stay happy.
- Pricing your services
A framework for setting prices when you are starting from scratch and have no benchmark.
- Brand voice that converts
The five rules for product copy and emails that actually drive sales.
- Reducing client drop-off at checkout
The five highest-impact things to fix when your add-to-cart-to-purchase rate is below 30%.
- When to add a second storefront
How to know if it is time to launch a sub-brand or a separate storefront for a different audience.
Can’t find what you’re looking for?
Clients reach their clinic through the storefront help link. Clinics and vendors get a dedicated operator inside the dashboard — message them anytime and you’ll hear back the same business day.