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This article covers the selling side of your organization: publishing products, tracking orders, how refunds work, access codes, and what payment test mode means. It is written for organization admins.
Where to find it
Sign in at /org-admin. The relevant sidebar items are:
- Products, with All Products, Categories, and Certifications underneath. This whole menu only appears when your plan includes product creation.
- Orders, for every order placed for your organization.
- Access Codes, when your plan includes the access codes feature.
- Billing & Subscriptions, which holds your organization's own invoices and is where refund requests start.
Create a product
- Go to Products and then All Products.
- Add a product and pick the course it sells. You can sell courses your organization owns. Depending on your plan tier, the course picker can also include courses your organization holds through a subscription or seat entitlement.
- Set the price and details, then save. The product becomes available on your storefront.
Use Categories under the Products menu to organize your catalog. Certifications lets you author certification bundles, and appears only when your plan includes certification creation.
Track orders
- Open Orders in the sidebar.
- Search, or filter by status and date range. Statuses include values such as Completed, Refunded, and Partially Refunded.
- Click an order to see its details: order number, date, status, payment method, and the items purchased.
The list shows orders that belong to your organization only.
Request a refund
Refunds are processed by your provider's staff, not from your panel. There is no refund button on your Orders page by design. To ask for one:
- Go to Billing & Subscriptions.
- On any paid invoice, click Request refund. This opens a new support ticket that is already filled in with the invoice number, amount, and date, in the Refund category.
- Add your reason and submit. Your provider's team reviews the request and replies on the ticket.
You can also start from Support Tickets, click New Ticket, and choose the Refund category yourself. When a refund is issued, the order or invoice status updates to refunded or partially refunded.
Manage access codes
Access codes let someone enroll in a course by typing a code instead of paying at checkout.
- Go to Access Codes and use + Generate Codes to create a batch: pick one or more courses, the number of codes, the maximum uses per code, and an optional expiry date.
- To hand a code out directly, use Send to user. You can send to an existing user, or to a brand-new email address, in which case an account is created for them and they receive a set-password link along with the code.
- You can copy codes, revoke a code, and watch usage counts. Each code shows a status: Active, Revoked, Expired, or Exhausted.
Learners redeem codes from their own panel: in /learner they open Redeem Code, enter the code, and are enrolled in the linked course.
Payment test mode
Your provider can run your organization's checkout in test mode, separately from the rest of the platform. In test mode, buyers pay with a test card and no real money moves. There is also a skip-payment option where checkout completes with no card entry at all, which is used for demos and onboarding. These switches are controlled by your provider, not from your panel, so if your checkout is behaving this way and you did not expect it, ask your provider to switch your organization back to live mode.
Why did this happen?
Why is there no refund button on my orders?
Refunds move real money back through the payment provider, so they are restricted to your provider's staff. Your half of the flow is the refund request: use Request refund on an invoice in Billing & Subscriptions, or open a support ticket in the Refund category. The order screen updates once the refund is processed.
Why did an order complete without charging anyone?
Your organization's checkout is probably in test mode, possibly with the skip-payment option on. In that state orders are recorded as paid with no real charge. This is set per organization by your provider, typically for demos or setup, and only they can change it.
Why can't I create a product for a course my learners already take?
By default you can only sell courses your organization owns. Courses you hold through a subscription or seat entitlement can only be sold when your plan includes that specific feature, so the course picker may not offer them.
Why is the Products or Access Codes menu missing?
Both menus are tied to plan features as well as permissions. If your plan tier does not include product creation or access codes, the menu item is hidden, and opening the page by address shows an upgrade prompt instead of the page.
Why did an access code stop working?
A code stops redeeming when it expires, when it reaches its maximum number of uses (shown as Exhausted), or when someone revoked it. Check the code's status on the Access Codes page; generating a fresh code is usually the quickest fix.
Related
For anything money-related you cannot resolve here, open a ticket through support so your provider can look at the specific charge.