When a student calls in saying they purchased a unit but it is not showing up in Buzz, here are the variety of reasons why and how they can be solved
- Student already completed this unit in the past
- In this case, give the student a coupon code from the $5 Credit tab on the Free CU sheet to use towards a different unit they haven’t already completed. (They cannot take the same unit twice for credit)
- Payment did not go through/was canceled but when they try to purchase again, it tells them they already have an active subscription, despite it not showing up in Buzz
- See How to Solve the “False Active” Issue article for steps on how to fix this
- Sometimes, you can confirm payment and it appears that there should be nothing wrong, and it just means there was a connection issue between the shopping cart and Buzz. You can go in and manually extend the unit in Buzz or manually add the unit if applicable
- Just make sure a subscription was added to the student in the shopping cart