8 actions that every Producer needs to know to optimize their service

Have you ever thought about how simple it can be to optimize your service and provide the best possible experience for your customers?

In this article, we’ll show you some simple and powerful tips to make your day-to-day work easier.
To execute them, follow the steps below :)

Resend product access data

1. Access your Hotmart account using this link
2. Click on "Sales" on the left side menu and choose the "My Sales" option.
3. Select the transaction you want (you can use the filters to find it easily)
4. On the “Actions” field, click on “Manage” (pencil icon)
5. Access the “Purchase Details” top menu
6. Click on “Resend Access”

Resend access from your members’ area

Yes, it is also possible to resend access to the product to the customer directly from the members’ area. This option is an alternative to resending access to the product without doing a more detailed search.

1. Click Products on the left menu and choose the desired product
2. Access the Course Management area of your product;
3. Click on “Users” on the side menu;
4. Search for the user email requesting access to be resent;
5. Click on actions (the three dots on the right side of users);
6. Finally, select the “resend access” option.

If you are having difficulty finding the buyer, contact us requesting more information about the transaction and carry out more detailed research through your Hotmart account.

Request and accept a refund for a purchase

1. Access your Hotmart account using this link
2. Click on "Sales" on the left side menu and choose the "Refunds" option.
3. Select the transaction you want (you can use the filters to find it easily)
4. In the “Actions” field to the right of the selected transaction, click on the arrow and then click on “Refund Buyer”
5. Then, press “Yes” in the confirmation box that will appear and the refund will be processed

If the purchase status is already “claimed”, find the specific transition and then click:

1. “Manage” (pencil icon)
2. Click on “Actions”
3. “Accept Refund"

Cancel a buyer subscription

1. Access your Hotmart account using this link
2. Click on "Sales" on the left side menu
3. Click on the “Subscriptions” menu
4. Select the transaction you want (it is recommended to use the filters to find it easily)
5. On the “Actions” field, click on “Manage” (pencil icon)
6. Then, press “Cancel Subscription”

Attention: the procedure for canceling a subscription does not imply a refund for transactions already approved. To refund transactions that are still in approved status, follow the refund guidance (step #2.)

If the subscription has already been canceled and both the Producer and the buyer have decided to reactivate it, follow these steps:

Reactivate and recharge the buyer's subscription

1. Access your Hotmart account using this link;
2. Click on "Sales" on the left menu;
3. Click on the “Subscriptions” top menu;
4. Select the transaction you want (you can use the filters to find it easily);
5. Click on “Manage” (pencil icon);
6. Finally, press “Reactivate” or “Reactivate and Charge.”

Password Reset

Instructing the buyer to reset their password is simple and can be of great help, as sometimes we forget the many passwords we have defined:

1. To change their password, the customer must access the link https://app-vlc.hotmart.com/password/forgot;
2. Enter the email address registered in the account: they will then receive a message to the email address provided with a link to change the password. (Remind buyer to check inbox and spam).
3. The new password must contain a minimum of 7 and a maximum of 20 characters, with at least one letter and a number (spaces will not be accepted by the system).

Attention: It is not possible to redo the password change procedure within 30 minutes of the previous request.

Request an email change for the customer

As email changes are carried out by Hotmart, here are some guidelines to speed up the email change request with our support.

To change the registered email, it is necessary to provide the following customer data:

• Current email
• CPF/CNPJ
• New email

This makes it easy for us to identify the problem with the buyer's email and make changes without losing data in the system.

Informing your CPF/CNPJ is extremely important as such data is unique and private. This way we can make our customers’ accounts even safer!

If the customer's CPF or CNPJ is not registered on our platform, they must register them in My Account > Personal Data.

Resend email with a link for in-person event check-in

1. Access your Hotmart account using this link;
2. Click on "Sales" on the left menu;
3. Click on the "Admission" menu;
4. Select the transaction you want (it is recommended to use the filters to find it easily);
5. Check if the check-in status is still “pending”;
6. In the “actions” field, on the right of the selected transaction, click on the arrow and then click on the “send email with check-in link” option;

You can also automate the management of your leads. With Automatic Contact Management (ListBoss), it's simple.

If you have questions or problems regarding this matter, we suggest you get in touch with our Support.