Store FAQs

This FAQ answers common Store questions for Member365 administrators. Navigation and available options can vary by permissions and configuration.

How do I create Store Product Category?

When would I use this? Use this when you need to create Store Product Category. For example, a store administrator may need this answer to organize products, fulfill orders, and review store activity.

Product categories make it easier for administrators and customers to use your store. By organizing available offerings by type, navigating through them is made easier!

1. Go to ' Modules' > ' Store' > ' Settings' .
2. On the ' Categories' option, click ' Manage' .
3. Click ' Create Categories '.
4. Enter the new store category and click on the ' Save Category' button.

View the complete step-by-step guide.

How do I add a Course to my Online Store?

When would I use this? Use this to sell an existing LMS course through the Online Store.

1. Open Modules → Learning Management (LMS) → Course Management, select the course, and make sure it is visible.
2. Under Access → Store, enable Requires Purchase and click Update.
3. Click Create store product, enter the product name and description, choose Online Training Course as its type, and select the correct course from Training Course.
4. Review the remaining product settings, click Add Product, and complete a test purchase and access check.

If a purchaser cannot access the course, verify the product type and selected course. Earlier purchases may require Support to correct access. If a non-member purchaser needs a portal login, also review Store new-contact account creation and Member Portal non-member login settings.

How to Add a Course to Your Online Store

How do I configure Online Store Management Settings?

When would I use this? Use this to set your store’s inventory display, purchaser access, notifications, default image, and payment gateway choice.

1. Open Configuration → Online Store → Setup → Store Management → Manage.
2. Review Enable Inventory Count, new non-member portal account creation, administrator notification addresses, and the default item image.
3. Select the available payment gateway for a single currency or configure geographical gateway choices for the intended countries and currencies. Ask Support if the required gateway is not set up.
4. Click Save and test the storefront with the intended purchaser and payment path.

Online Store Management Settings

How do I review/Process my Online Store Pending Orders?

When would I use this? Use this when a store order needs shipping or another fulfillment step.

Before you begin: Orders Pending Processing is a fulfillment queue; an entry there does not by itself mean payment is outstanding. Check the related invoice or payment record separately if needed.

Button status: A green Process button means the order is ready for the processing step; a grey button indicates it has already been processed or no further action is available. A paid invoice does not by itself clear the order from the fulfillment queue.

Steps in Member365:

1. From the Administrator Dashboard, open Modules → Store → Reports → Orders Pending Processing.
2. Review the order and complete any required shipping or delivery.
3. Click Process to mark the order fulfilled.

Expected result: The order is marked processed after fulfillment.

Test before going live: Check a sample order and its payment separately; confirm the fulfillment status before communicating with the buyer.

What happens next? For digital items such as course tokens that require no shipping, the order appears in this tracking queue even though there is no manual fulfillment step. You may click Process to clear the pending alert after reviewing the order; this action records internal processing and does not send a token or other message. Check the course-token delivery separately if needed.

Review and Process Store Orders

How do I view my Store’s Sales Reports?

When would I use this? Use this when you need to view my Store’s Sales Reports. For example, a store administrator may need this answer to organize products, fulfill orders, and review store activity.

This article will guide you through accessing sales reports that list the price and quantity of all items sold in the online store.

1. Log in to your Member365 Administrator Dashboard. Hover over ' Modules'
2. Then hover over ' Store ' then over ' Reports' then click 'Sales Report' .
3. You will be presented with a list of all products in your store, in addition to their prices and the number of units sold to members and non-members.
4. Use the date pickers to narrow down what period you would like to view reports for; use the keyword search or category list to narrow down what products you would like to see reported.

View the complete step-by-step guide.

If an option described here is unavailable in your system, contact Member365 Support.

How can I sell access to a recording after a webinar has closed?

When would I use this? Use this when the live event has ended but people still want to pay to view its recording. A separate Store product can offer the recording without reopening event registration.

Before you begin: Have a recording or approved access link ready, decide who may view it, and confirm your Store payment settings and price.

Steps in Member365:

1. Open Modules > Store > Create Product.
2. Enter a clear product name and description for the recording.
3. Choose the download product type and set the member and non-member prices as appropriate.
4. Configure the download or delivery details so the purchaser receives access to the recording, then add the product.
5. Review the Store's post-transaction email template if you need to explain how to use the recording link.

Expected result: A purchaser can buy the recording through the Store and receive its access details.

Test before going live: Verify the listing, checkout, and delivery message with a controlled test before sharing the link.

What happens next? Share the product link with interested viewers and manage access to the recording according to your organization's policy.

View the complete step-by-step guide.

Why was no shipping fee added to an order with physical products?

When would I use this? Use this when a store order contains products marked for shipping but checkout charged no shipping fee.

Before you begin: Check which products require shipping and the combined price of the shippable items. Shipping tiers must cover the relevant order amount.

Steps in Member365:

1. From the Administrator Dashboard, open Modules → Store → Settings.
2. Under Shipping Tiers, click Manage and review the highest price range.
3. If the shippable items’ total exceeds that range, click Add Tier, enter a range and shipping cost that covers the expected order, and click Submit.
4. Review other ranges so expected order totals have a matching tier.

Expected result: A qualifying new order falls within a configured tier and shows its shipping cost at checkout.

Test before going live: Try a controlled cart with physical and digital products, including a total above the previous highest tier; confirm shipping before payment.

What happens next? Review any earlier invoice separately; changing a tier does not by itself correct a completed order.

How to Set the Shipping Tier

Why does a new standard store product show “Sold Out”?

When would I use this? Use this when a standard product has no visible quantity setting or shows as unavailable immediately after creation.

Before you begin: Inventory Count can affect standard product availability and whether a stock level appears to shoppers. Check how the setting will display in your store.

Steps in Member365:

1. Open Configuration → Online Store → Setup → Store Management → Manage.
2. Review Enable Inventory Count and save any intended change.
3. Open Modules → Store → Manage Products and edit the affected standard product.
4. Set its Quantity Available, or select Unlimited where appropriate; save.

Expected result: The standard product is available when its inventory is configured correctly.

Test before going live: Check the storefront as a visitor, including whether a stock quantity is displayed.

What happens next? Review other standard products after changing the store-wide inventory setting.

Configure Store Management · Add a Store Product

How do I let visitors browse my store without signing in to the Member Portal?

When would I use this? Use this when you want non-members to view your store on a public website.

Before you begin: Arrange access to your website editor or webmaster; embedding the store uses HTML code.

Steps in Member365:

1. From the Administrator Dashboard, open Configuration → Online Store → Setup.
2. Beside Website Integration, click View and copy the store integration code.
3. Give that code to the person who maintains your public site and have them embed it on a store page.

Expected result: Visitors can see the store items on the public page without first opening the Member Portal.

Private testing: For a small prelaunch group, have your webmaster place the embedded store on a website page protected for testers. A public Store page or shareable password can still be reached by others with its link or password, so verify the page's access control and product visibility before sharing it.

Test before going live: Open the page in a private browser window and complete a test purchase as a non-member, checking the product’s audience and checkout settings.

What happens next? Review the embedded page whenever products or website layout change.

Access Store Website Integration Code

How can a shopper continue without donating during store checkout?

When would I use this? Use this when your online store offers a donation before payment and a shopper wants to buy the product without donating.

Before you begin: Confirm that the store’s donation campaign is intended to be optional.

Steps in Member365:

1. During store checkout, review the donation prompt.
2. Choose Skip Donation to proceed without adding a donation; Continue expects a donation amount.
3. Review the order total and complete the purchase.

Expected result: The shopper reaches payment with the store item and no donation charge.

Test before going live: Run a test checkout using Skip Donation and confirm the order total includes only intended items, taxes, and fees.

What happens next? Keep the donation prompt enabled for shoppers who wish to contribute.

Include a Donation Campaign in Your Online Store

Can I send a public direct link to one Store product?

When would I use this? Use this when sharing a product with non-members who should purchase without signing in.

Before you begin: A product URL copied from the Member Portal points into the signed-in portal. The public embedded store displays products available to non-members; it does not provide a unique public URL for each product.

Steps in Member365:

1. Confirm the product’s non-member availability and pricing.
2. On the Administrator Dashboard, open Configuration → Online Store → Setup.
3. Next to Website Integration, click View and have your website administrator embed the store code on a public page.
4. Share the public store page and tell shoppers which product to select.

Expected result: Non-members can reach the store page and purchase an eligible product without a Member Portal login.

Test before going live: Open the public page in a signed-out browser and check the product and checkout.

What happens next? Use the portal-specific link only for a signed-in audience.

Get Store Integration Code

Why is the Store missing from the Member Portal?

When would I use this? Use this when the Store menu is absent and the online store may have been disabled.

Before you begin: Confirm the organization intends to offer the store and has products and audiences configured.

Steps in Member365:

1. From the Administrator Dashboard, open Configuration.
2. Find Online Store. If its status button reads Disabled, click it and choose Enable.
3. Open the Member Portal as a test shopper and check whether the Store menu appears.

Expected result: An enabled store can be accessed by the intended portal audience.

Test before going live: Confirm product visibility and checkout with a test account before advertising the store.

What happens next? If only a particular shopper cannot see it, review that contact’s portal access and store audience settings.

Enable or Disable the Online Store

Can I use a promo code for Store purchases?

Direct answer: Yes. Create a Store promo code from Financial → Promo Codes. Store promo codes can use a fixed or percentage discount and can be made available to members, non-members, or both.

Before you begin: Decide on the code, discount amount, eligible audience, optional usage or date limits, and the Chart of Accounts entry for the discount. A Store promo code is a separate applicable-item type from a Membership promo code.

Steps in Member365:

1. From the Administrator Dashboard, open Financial → Promo Codes and select Create Promo Code.
2. Enter the code and a description.
3. Under Applicable Items, select Store.
4. Choose whether Members, Non-Members, or both can use the code.
5. Select Fixed or Percentage, enter the amount, and configure any usage or date limits.
6. Select the appropriate Chart of Accounts entry, then select Create Promo Code.
7. Complete a controlled Store checkout for each intended audience and verify the discount, invoice, and reporting.

Expected result: The promo code is accepted during an eligible Store checkout and applies the configured fixed or percentage discount.

Troubleshooting: If the code is rejected, confirm that its applicable item is Store, the shopper matches the selected member or non-member audience, and any usage or date limits have not been reached.

Test before going live: Test the code with a low-risk Store purchase before distributing it publicly.

How can I control the order of products within a Store category?

When would I use this? Use this when related products need a clear sequence.

Before you begin: Support suggested using a consistent prefix or number in product names to control the visible order.

Steps in Member365:

1. Open Modules → Store → Manage Products.
2. Rename each product with a sortable prefix such as 01, 02, and 03, then save.
3. Check their sequence in both the admin view and the shopper’s Store page.

Expected result: The products appear in the intended order with those prefixes in their visible names.

Test before going live: Review how the prefixes read to customers and verify the Store view.

Where do I get the code to embed the Online Store on our website?

When would I use this? Use this when a course or other Store product should be available through an organization website.

Direct answer: Add the product to the Store, then find the Store’s embed code under Modules → Store → Settings → Website Integration.

Steps in Member365:

1. Check that the product is active and appears in the Online Store.
2. Open Modules → Store → Settings → Website Integration and copy the available embed code.
3. Add it to the appropriate website page and test the buying journey.

Expected result: Visitors can reach the Store through the website integration according to the product’s access rules.

Test before going live: Test as the intended purchaser type and verify checkout and receipt before publishing the webpage.

Can I sell an EPUB e-book through the Online Store?

When would I use this? Use this when an e-book file is in EPUB format rather than PDF.

Direct answer: EPUB upload for Online Store products was enabled and confirmed in the resolved support case. Add the e-book to the product and check how the customer receives it.

Steps in Member365:

1. Open the product in Modules → Store and attach the EPUB file.
2. Save and preview the product and file delivery as a test shopper.
3. If upload is unavailable in your program, contact Support with the product and file type.

Expected result: The customer can purchase and receive the EPUB through the Store configuration.

Test before going live: Complete a controlled test purchase and open the downloaded file before advertising the product.

How do I add a shipping charge to a Store product?

When would I use this? Use this when a physical item should include shipping at checkout.

Configure shipping tiers first, then enable Shipping Charge for the product.

Steps in Member365:

1. Open the Store settings and define shipping tiers that cover the expected cart amounts.
2. Review applicable sales tax settings if the item is taxable.
3. Edit the physical Store product and turn Shipping Charge on, then save.
4. Test checkout with the product and confirm the shipping amount before payment.

Expected result: A qualifying cart shows the configured shipping charge.

Test before going live: Check a cart at the edge of each tier so orders do not fall outside all ranges.

Why does an LMS course in the Store show “Sold Out”?

When would I use this? Use this when a course has been created and added to the Store but shoppers cannot purchase it.

Direct answer: Check the Store product’s inventory setting. In a resolved support case, changing the course product to Unlimited quantity made it available for purchase.

Steps in Member365:

1. Open Modules → Store → Manage Products and select the Store product for the course.
2. Review its inventory or quantity availability and choose Unlimited when the course should have no quantity cap; save.
3. Preview the course in the Store using a permitted test account.

Expected result: The course product is available if its other sale and access settings also allow purchase.

Test before going live: Check the course’s intended access and visibility before opening purchases to members.

Can I send purchase notifications for different Store products to different addresses?

When would I use this? Use this when a partner or staff member needs to know when one particular Store product is purchased.

Direct answer: Store purchase notifications go to the Store Administrator email addresses configured in Store Settings → Online Store Management. You may configure more than one address, but every configured recipient gets notifications for all Store purchases. There is no per-product recipient setting.

Steps:

1. Review the Store Administrator recipients in Store Settings → Online Store Management.
2. Decide whether each recipient may receive notifications for every product, including any purchaser information in those messages.
3. If a partner only needs one product’s purchases, route the relevant notifications through an approved internal handoff outside the per-product Store settings.
4. Test a purchase and confirm who received the notification.

Expected result: The configured addresses receive Store-wide notifications; a product-specific handoff requires a separate process.

Can I attach a form to a Store product?

When would I use this? Use this when a purchaser must provide extra details—such as chapter, shipping confirmation, required date, or product variation—after buying a Store item.

Direct answer: A form cannot be attached directly to a standard Store product. If the item can use the File Download product type, add a link to a Web Submission form in that product’s Edit Email message. A File Download item can still have an available quantity and a shipping option, so this workaround can retain quantity limits and shipping charges.

Before you begin: A Web Submission form opened through a public link records the response as anonymous. Include required purchaser-identification fields so staff can match the response to the order.

1. Open Modules → Forms → Create and choose Web Submission.
2. Add the required order-detail questions and required purchaser fields, such as name and email address.
3. On the form’s Setup tab, add an address under Admin Email Notifications if staff should be notified of each response.
4. On Access → Public Link, copy the form link, then publish the form.
5. Create or edit the Store item as a File Download product. Configure its available quantity and shipping option when needed. In Edit Email, add the form link and clear instructions for the purchaser.
6. Complete a controlled purchase and form submission, then confirm staff can match the response to the order.

Expected result: The purchaser receives the form link in the File Download product’s email and can submit the required details. The form response remains separate from the Store order and contact record, so staff must reconcile them using the identifying fields.

Important: Standard Store products do not provide a product-specific attached form or an equivalent editable delivery email. Use the File Download workaround only when it fits the product workflow.

Add a Store Product · Create a Web Submission Form

Why is a Store shipping charge using the wrong chart of accounts?

When would I use this? Use this when a Store order’s shipping line appears under an unexpected account.

Direct answer: Member365 records Store shipping charges to the system Shipping account. The shipping line does not inherit the chart-of-accounts selection from each Store product.

Before you begin: Review the system Shipping account in your chart-of-accounts settings. If it was renamed, confirm its current label and account number. If it is disabled, the invoice can appear to use another visible account.

1. Locate the system Shipping account in your chart-of-accounts settings.
2. Make sure the Shipping account is active.
3. Review its label and account number, and update them if your accounting setup requires a different description or number.
4. Create a controlled Store order with a shipping charge and review the new invoice before processing live orders.

Expected result: New Store shipping charges consistently use the active system Shipping account.

Important: Store shipping cannot be assigned to each product’s individual chart-of-accounts selection. If your accounting process requires a different allocation, reclassify the shipping amount in your accounting system after export.

What happens next? If a new invoice still displays another account after the Shipping account is active, contact Member365 Support with the invoice number and the account shown.

How to Set the Shipping Tier