Sales received
The Sales > Sales screen: each gateway communication, the sale status and its effect on access, the sale with an error, ignored products and reprocessing.
Sales → Sales holds everything the gateways have sent to your Cademí: every approved purchase, every renewal, every cancellation and every refund. It is the first screen to open when a student says they paid and could not get in.
The idea in one minute
Think of this screen as the tracking of a parcel. Each row is a notice from the gateway about a sale. We call each notice a communication.
- A one-off purchase usually produces one communication (approved) and, if it comes to that, another one later (refund).
- A subscription produces several over time: the sign-up, each renewal, a late payment, the cancellation. They all have the same Recurrence ID.
Each row has two statuses, side by side:
- Sale status is what the gateway said: Approved, Awaiting payment, Overdue, Refund, Cancelled and others.
- Status is what Cademí did with the communication: Processed (applied), Queued (about to apply) or With error (could not apply; the reason is in the details).
The path of a communication, from arrival to result:
Carregando diagrama…
The most important rule: only Queued, Processed and With error show in your list. What is discarded changes no access.
What each sale status does to the student
| Sale status | What happens |
|---|---|
| Approved, Trial | Access starts or comes back. If the purchase email is new, the student is created. A subscription renewal reactivates the same enrollment. The delivery's tags are applied |
| Awaiting payment, Awaiting review, Expired, Abandoned | Nothing. In a one-time sale, the communication is discarded and does not show in the list: boleto and Pix only show up when the approval arrives, in a new communication. In a subscription, the row shows and does not change access |
| Overdue | Access is suspended. If the gateway sent an end date, access continues until that date and then stops |
| Refund (includes chargeback) | Access is suspended right away. In a subscription, a scheduled end date is cleared: the paid period does not survive the money going back |
| Cancelled | In a one-time sale, access is removed. In a subscription, the student keeps access until the date the gateway sent in Subscription ends on. Without that date, access stops right away |
In a subscription, what decides is the Subscription status (Active, Overdue, Cancelled), not the single charge.
Refunds, late payments and cancellations never remove the tags the student received at purchase.
Cademí does not invent a grace period. It suspends the access. After the suspension, it only keeps access until a date the gateway itself sent.
How to find a sale
- Latest, In Queue and With error, above the list, switch what it shows. In Queue and With error carry a count next to them.
- The search picks its field in the control itself: Email, Name, the student's document (CPF or the document your account uses), Sale ID or Recurrence ID.
- Use the buyer's email as it came from the gateway.
- The Gateway filter narrows the list to the gateways that have sent sales.
Each row shows:
- the gateway and the communication number;
- the Customer: email, name and document;
- the Date: when it arrived and when it was last updated;
- the Sale status and the Status.
The row menu has View details, Reprocess (or Force reprocessing, when it is already processed) and Copy #ID.
Communication details
Click the row (or View details) to open Communication Details. The window has two tabs.
Data shows:
- Received at, Sale status, Gateway, Sale ID;
- Offer: the delivery the sale found. If the delivery was archived later, Offer shows its name with "(deleted)";
- Product, Product ID in the gateway, Amount, Payment method;
- Customer, the document and the Email;
- in a subscription, also Subscription status, Recurrence ID and Subscription ends on.
Payload shows the raw content the gateway sent, as it arrived. Copy payload copies all of it. It is what the gateway's support usually asks for.
A purchase can have more than one item (cart, bundle, order bump). In that case, the Data tab lists the Items. Each item shows the product, the identifiers that came with it and Offer: with the delivery it found. An item that found no delivery shows No delivery. An item on the ignored list shows Ignored.
What to do with a sale With error
A sale With error reached Cademí but did not become access. Open the details. The reason is highlighted at the top of the Data tab. The reason always shows in Portuguese, whatever the dashboard language. The most common ones, with the text the screen shows:
| What shows | What to do |
|---|---|
| Erro ao construir carga: Não existe nenhuma entrega configurada para o ID: (no delivery is set up for this ID) followed by the identifier that came with the sale (or more than one, separated by commas). | No delivery on that gateway has the identifier. Create the delivery in Sales → Deliveries, or add the identifier to the right delivery, on the same gateway. Then reprocess the sale |
| The same message on a sale with Items (cart, bundle, order bump) | The identifier named is the one of the item with no delivery. The whole sale fails, including the items that found a delivery. If the item should grant access, create its delivery. If it should not (a physical product, a bonus already in the main offer), put the identifier on the ignored products list. Then reprocess |
| Erro ao construir carga: Token invalido (invalid token) | The token that came with the sale does not match the one on any delivery of that gateway. Fix the Token in the delivery, with the value the gateway shows. Then reprocess |
| Erro ao processar carga: Seu limite para novos usuários foi atingido. (your limit for new users has been reached) | The account reached its student limit, and the buyer was new. Free up a seat or raise the account limit. Then reprocess |
Heads up: this is where most mistakes happen. Rui sells a course on Hotmart with two offers. The delivery only has the product identifier. Hotmart sends the offer code. The sale ends up With error, with the offer code in the message. To fix it, compare the identifier in the message with the delivery's Product ID, character by character. Add the missing identifier and reprocess.
Ignored products list
Some products sold on the gateway should release nothing in Cademí: a physical book, a mentoring session, a bonus that is already part of the offer. So their sales do not end up with an error, use the ignored products list:
- Open Sales → Sales → With error.
- Click List of Ignored Products.
- In Product IDs to ignore, type the identifiers. Separate them with Enter or a comma; you can paste a whole list.
- Click Save.
Shortcut: in the details of a sale with an error, each identifier becomes a button. Clicking it opens the list with the identifier already added. You just confirm.
The list applies to the whole account and to the sales that arrive from then on:
- a sale in which every item is on the list is discarded without an error and does not show in your sales list;
- an ignored item inside a cart is skipped, and the other items go through.
Reprocess
Reprocess sends the communication back to the queue. Cademí reads again what the gateway sent, looks for the deliveries again and applies the result. Use it after fixing the delivery, the token or the ignored list.
- On a sale already Processed, the option is called Force reprocessing. It does the same thing.
- The Reprocess button at the top of the screen reprocesses in bulk. With error sends the sales with an error back to the queue. In Queue changes nothing: what is in the queue is about to be processed anyway.
Reprocessing does not duplicate an enrollment and does not add a second period. Cademí finds the enrollment of that sale or that subscription, instead of creating another one. Reprocessing a sale that is Awaiting payment still releases nothing.
Heads up: reprocess the communication that should prevail. Reprocessing an old approval after a refund or cancellation gives the access back to the student, because that communication is an approval.
Good to know
The same communication repeated counts once.
If the gateway resends the same sale with the same status, Cademí does not create a second enrollment.
The buyer is found by email.
If the email is new and the account checks documents, the sale goes to the oldest student who already has that document. Cademí never merges two student records.
A boleto cancelled before it was paid is discarded.
It does not show in the list and does not touch any access. A cancellation only removes access when there is an access from that sale.
Access given by hand.
A standalone access created through Add delivery, in the student's profile, is taken over by a real sale of the same delivery. From then on, the gateway controls the enrollment, and a refund can suspend it.
The delivery shows whether sales are arriving.
In Sales → Deliveries, the Gateway connection section says Last sale received or No sale received yet. If nothing arrives, the problem is in the postback settings on the gateway, not in Cademí.
Frequently asked questions
The sale is Processed and the student says they have no access. Now what?
Follow the checklist in The student paid and has no access. Check the delivery the sale found, the enrollment in the student's profile and the email they are using.
I cancelled a student's subscription on the gateway and they still have access. Is that right?
It is, if the gateway sent a date in Subscription ends on. The student keeps access until the end of the period already paid. Without the date, access stops at the moment of the cancellation.
What is the Offer in the communication details?
It is the name of the delivery the sale found. Without a delivery, the sale ends up with an error.
The gateway says the sale is approved and it does not show here. Why?
The approval communication has not arrived yet, or it arrived and is In Queue. In a one-time sale, pending-payment communications (boleto, Pix) do not enter the list: only the approval does. Search by the Sale ID to see all of its communications.
I fixed the delivery. Do I need to do anything else?
Yes. Reprocess the sale with an error. The fix applies to new sales; the sale that already failed only changes when you reprocess it.
Deliveries
What a delivery grants to a buyer: products, access time, release schedule and tags. How to create, duplicate and archive one in Sales > Deliveries.
The student paid and has no access
An ordered checklist for a buyer who cannot get in: the sale arrived, it has an error, the delivery matches, the enrollment exists, the email matches.