GETTING STARTED
Welcome to the VSDH Learning Center. This article gives you a quick orientation to your back office, a checklist of everything you need to do before going live, and the context you need to support your clients with confidence.
In this article
- Welcome to your back office
- Your quick-start checklist
- Understanding your back office
- How your clients experience the platform
- Getting support
| For | New business admins setting up their VSDHOne account for the first time | |
| Where in the portal | Left sidebar — all sections listed below |
Welcome to your back office
Your back office is your command centre for running your VSDHOne business. From here you manage your team, set up your branded storefront, handle orders, configure promotions, track earnings, and support your clients—all in one place.
The back office is separate from what your clients see. Your clients interact with your branded client-facing site, which you configure and customise from the back office. Everything you set up here is what they experience on the other side.
Before your first client books, there are a few things you need to get in place. The checklist below covers all of them.
Your quick-start checklist
Work through these in order. Each one builds on the last.
- Upload your business logo. Go to Left sidebar > Business > Edit > Brand section. Your logo must be larger than 800px by 800px. File names must have no spaces, so use an underscore instead (e.g. logo_vsdh). Hit Save when done.
- Set up your custom domain. Go to Left sidebar > Business > Custom Domain and Email section. Choose a subdomain (common options: book, shop, online, telehealth). Follow the on-screen DNS steps. Allow up to 24 hours for DNS to propagate, so set this up the day before launch, not the morning of.
- Set up your email domain. In the same Custom Domain and Email section, complete the email domain setup. This ensures booking confirmations and appointment reminders send from your brand address rather than a generic platform address. Skipping this means your emails may land in spam.
- Confirm your live site link. Go to Left sidebar > Business > Location tab. Your full branded URL appears here. This is your source of truth. Add it to your main website as a clear call-to-action button, or set up a redirect from your main domain if you do not have a website.
- Run one test order end to end. Walk the full client path yourself, assessment, booking, and payment, before your first real client does. This is the fastest way to catch anything that needs fixing before it becomes a support ticket.
- Add your team members. Go to Left sidebar > Users > Add User. Give each team member their own account. Do NOT share a single login. Set the appropriate role for each person at the time of adding them.
Good to know
You can check how your live site looks to a client at any time by clicking the URL in the Location tab.
Do this after any change to confirm everything looks as expected before sharing the link.
Understanding your back office
Here is a quick reference for every section in your left sidebar and what it does.
Section |
|
What it does |
|---|---|---|
| Home | Dashboard overview of your account activity | |
| Users | Add and manage team members, service providers, and affiliates | |
| Consultations | View and manage client consultations | |
| Orders | View, track, and manage pharmacy orders | |
| Business | Configure your branded storefront: domain, logo, products, and location settings | |
| Products | View and manage your product catalogue | |
| Marketing | Create and manage coupons and promotional codes | |
| Earnings | View commissions and submit payout requests | |
| Forms | Manage intake and assessment forms | |
| Help Center | Submit a support ticket to the VSDH team |
How your clients experience the platform
Understanding the client journey helps you answer questions confidently and set the right expectations before they book.
- Browse and get started. The client lands on your branded site and selects a treatment. They use the Get Started quick checkout, so this puts eligibility first, so motivated clients reach booking faster.
- Intake and consult. The client completes a short, secure medical intake. Depending on the service, they then have a live video consultation or an asynchronous online review.
- Provider review and prescription. A licensed provider reviews the intake, may follow up with questions, and prescribes a personalised plan.
- Pharmacy and delivery. The order is filled by the managed pharmacy and shipped with tracking. Most orders arrive within 3 to 7 business days of the consultation.
- Ongoing care and refills. Check-ins, dose adjustments, reminders, and subscriptions keep care on track and make refills straightforward for your clients.
Good to know
The platform auto-notifies clients every 72 hours with shipping updates until tracking is available.
You do not need to chase this manually, but proactive communication from your side still reduces "where is my order?" questions.
All sales are final, with exceptions only for product recalls or incorrect items shipped.
Make sure your team knows the return policy before responding to any refund requests.
Getting support
How to submit a ticket
Request type |
|
Use it for |
|---|---|---|
| Pharmacy | Order issues, shipping delays, missing or incorrect items | |
| Technical | Platform errors, domain issues, account access problems | |
| General | Billing, payouts, coupon ownership, and everything else |
How to get a faster response
Include your business name, what you were trying to do, what happened instead, and a screenshot if possible. The more detail you provide in your first message, the faster your ticket is resolved.
Good to know
In the homepage, you'll find video walkthroughs of most common tasks, adding affiliates, creating coupons, placing orders, and domain setup.
Check the VSDH learning center first before submitting a ticket.