Use returns and refunds when an organization needs to reclaim a seat from a purchase. This page covers return requests, status changes, and how refunds affect seats and enrollments.
Scope: Seats from organization purchases managed by purchasing agents or admins.
Outcomes: Returned seats go back to “Available” and can be reassigned; refunds update order and invoice item statuses.
Roles: Customers (purchasing agents) can request returns when allowed; admins approve or deny.
My Account → Orders → open the order.
Select the item/seat and request a return (if enabled by the store and within policy).
Track status on the order details page.
Sales → Orders → open order (or use the return requests list).
Review the return request and decide: Approve or Deny.
On approval: the system processes a refund and returns the seat to Available.
On denial: the invoice item status should revert to the previous state (no change to seat assignment).
Button text may use “Refund” instead of “Unassign” when a return is initiated.
The training link should not display for a learner without an assigned enrollment.
Avoid manually setting order status; the integration updates statuses during returns/refunds.
Pending status not updating: verify the approval action completed; re-open the order to refresh.
Failed refund shows wrong status: re-open the order; check logs and retry the refund if supported.
Returned seat not available to reassign: confirm the return completed and the enrollment was removed.
Orders & Fulfillment
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