Refunds and unused codes

When you return money or remove a student, the platform also takes back that student’s access. What happens to the code itself depends on whether it was already sent, and on the course’s refund settings. Money refunds still follow the normal Refunds flow. This page is only about the codes.

​

The two course settings that matter

Set these under Student access → Advanced operations.

​

After a refund, can the code be reused?

If the code was not sent yet (still pending or scheduled), it returns to In stock automatically. No review list.

​

If the student already has codes, can staff refund?

The block screen is Refund blocked — access codes already sent. Use block when a used AHA URL cannot be taken back, or when a code costs you real money.

​

What staff see during a refund

The refund dialog asks the credential system first.

• If any seat is Released, you get the warning or the block, based on the setting above.
• For a multi-seat purchase, you can pick Seat 1, Seat 2, and refund only those.
• After you confirm, those deliveries show Refunded.

​

Status labels after access is taken back

The student no longer sees the values in Your Credentials.

​

What happened to the code?

Open the delivery. You will see a plain-language fate:

​

Resolve verification

1. Go to Access codes (or the delivery detail).
2. Open the set that Needs verification.
3. Confirm with the vendor whether the student used it.
4. Choose Mark available or Mark burned.

Example (AHA): Jordan got a Course URL on Monday and requested a refund Tuesday. You log into Training Central. If the keycode is unused, Mark available. If Jordan already launched the course, Mark burned and keep the refund decision separate. Example (Jones & Bartlett): After you disable Jordan in Navigate, Mark available so the next student can use that access code, if your vendor allows reuse.

​

Return to stock (undo “already used”)

If someone marked a code Already used by mistake:

1. Open the code.
2. Click Return to stock.
3. Confirm Return this code to stock?

History will show Returned to stock after being marked used.

​

Withdrawals and transfers

Taking a student out of a cohort also takes back unused or sent access for that enrollment, using the same rules as a refund. Check Pending deliveries and Access codes so the code does not sit in Needs verification forever.

​

Duplicate protection

The same unique value cannot sit in stock twice (unless the old copy is burned or archived). If a student already has released access for a course and enrolls again, the platform reuses that access instead of handing out a second code.

​

Receipts

Standalone buyers can open a receipt for the payment (Stripe hosted receipt). That is the payment record. It is separate from the access email.