Recurring Revenue
How the platform turns one sale into repeat refills, and why patients still confirm each one.
This page explains how the platform turns one sale into repeat sales. It is a concept page, not a setup step.
New here? You can read this later. To go live, start with Platform Overview, then Launch Checklist. Come back once you have your first sale.
What recurring revenue means
Recurring revenue is money you earn again and again from the same patient. Most treatments are ongoing. So a patient who buys once often needs more of the medicine later.
A refill is a repeat order of a medicine the patient already takes. The platform is built to bring patients back for refills on its own.
How a one-time sale becomes repeat revenue
A patient buys and gets approved
A patient buys a product and answers the health questions. A provider from your provider network (the licensed doctors who review orders and prescribe) reviews and approves it. The medicine ships. The patient's card is now saved on file.
The prescription tracks its supply
Each prescription has a days supply. This is how many days the medicine lasts. As the supply runs low, the platform knows a refill is due soon.
The patient gets a refill reminder
The platform emails the patient before the supply runs out. The email has a one-tap refill link. You do not send this email by hand.
The refill checkout is fast
The refill reuses the patient's saved health answers and saved card. Most refills take one or two taps. The card is charged the moment the patient confirms.
The patient confirms every refill. The platform makes it fast, but the patient still taps to confirm. Their card is charged only after they confirm.
What you can change
You control a few settings that affect repeat sales. Here is where each one lives.
| Setting | Where to change it |
|---|---|
| Days supply per prescription | Set by the provider when they prescribe. It sets how often refills come due. |
| Refill reminder rules | Managed per prescription. See Prescriptions & Refills. |
| Emails patients receive | See Patient Notifications. |
| Discounts to win patients back | See Coupons. |
Start a refill yourself
You do not have to wait for the patient. You can start a refill from the Prescriptions page.
Open the Prescriptions page
In the left menu, click Prescriptions. You land on the Prescriptions page. You see a list of patient prescriptions.
Open one prescription
Click a patient's prescription. A detail window opens. It shows the medicine, the dose, the status, the dates, and the days supply.
The full refill steps and the per-patient reminder settings live in Prescriptions & Refills.
Two things must keep working. Refills need a valid card. They also need reminder emails turned on. Do these three things before you rely on refills:
- Connect your payments in Connect Payments.
- Turn on reminders in Patient Notifications.
- Send a test reminder to a test patient.
Subscriptions: the auto-charge option
A normal refill needs a tap to confirm. A Subscription is different. It can charge the patient and refill a product on a set schedule, on its own.
Subscriptions are an optional feature. Not every brand has them turned on. Here's how to check:
- In the left menu, click Products.
- Click the create button at the top right.
- A window opens titled What would you like to create?
- If you see a Subscription card, subscriptions are on for you.
Do not see a Subscription card? Subscriptions are off. Contact GEN Health support to ask about turning them on.
Words to know
| Word | What it means |
|---|---|
| Recurring revenue | Money you earn again and again from the same patient. |
| Refill | A repeat order of a medicine the patient already takes. |
| Days supply | How many days the medicine lasts before a refill is due. |
| Provider network | The medical team that employs the doctors who review your patients. You partner with one; you do not hire the doctors yourself. |
| Intake | The health questions and consent forms a patient fills in when they buy. |
| Subscription | An optional plan that charges the patient and refills a product on a set schedule, on its own. |
Common questions
Is this a subscription that auto-charges without the patient?
No — a normal refill does not auto-charge.
- The patient gets a reminder email.
- The patient taps to confirm the refill.
- The card is charged only after they confirm.
The one exception is a Subscription product, if you have that feature on. See the section above.
Do I have to send refill reminders myself?
No. The platform sends them for you.
- The email goes out before the patient's supply runs out.
- You set the exact timing in the reminder rules.
- See Prescriptions & Refills to change it.
Can I start a refill before the patient asks?
Yes. You can start one yourself.
- Open the Prescriptions page from the left menu.
- Open the patient's prescription.
- Follow the steps in Prescriptions & Refills.
A refill did not go through. What do I check first?
Check the payment first.
- The most common reason is a card that failed or expired.
- Make sure your payments are connected in Connect Payments.
- Ask the patient to update their card if it is old.
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