Training Modules
General Information
Product features, user classifications, and dashboard navigation.
Fact Sheet
Features
Payment Methods Accepted
Types of Users
Registered Users
"Users" (Unpaid)
Hover to reveal details
Available Features
- View the dashboard
- Upload and edit documents
- Access templates on website
- Add and remove pages
Restrictions
- Cannot download documents
- Cannot print documents
Registered Users
"Customers" (Paid)
Hover to reveal details
Available Features
- Full access, including download and print
Account Information
- E-mail: used to register
- Account ID: Assigned upon purchase
- Transaction ID: Payment transaction number
- Payment Info: Last four digits of credit/debit card
Website Dashboard
Document Actions
In the dashboard, users can perform specific actions on created/edited documents and forms:
Financial Flow
Subscription Plans
Understanding the mechanics of our current and legacy billing cycles.
General Pricing Rules
Prices may vary depending on the business's marketing strategy or the sign-up date.
Important: When a customer's subscription renews, it always keeps the original sign-up price.
7 DAYS FULL ACCESS
Symbolic payment to start a 7-day trial period.
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Mechanics If not unsubscribed, auto-renews every 4 weeks (28 days) at a higher price.
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Billing Cycle First 7 days as trial, then billed every 28 days.
7 DAYS LIMITED ACCESS
Symbolic payment for a 7-day trial.
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Mechanics Auto-renews every 4 weeks (28 days) at a higher price.
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Billing Cycle First 7 days as trial, then billed every 28 days.
ANNUAL PLAN
Single yearly billing structure.
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Mechanics Auto-renews with a unique annual payment.
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Billing Cycle No trial price. One payment charged per year.
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Display Note The product page also shows the equivalent monthly cost (annual price divided by 12).
Cancellations & Adjustments
Unsubscribe & Refund
Processes for account termination and managing financial reimbursements.
1. Unsubscribe Process
Standard Procedure
Initial Request
When a customer requests unsubscription, select the Unsubscribe Reason, leave a note, and send template U06_Unsubscribe_instructions keeping the "[STRIPE customers]" variable intact.
Escalation / Override
If the customer replies they cannot/don't want to do it manually, or the subscription is still active: Unsubscribe them via SP-CRM, add the tag Unsubscribed_on_CRM, change ticket to Resolved, and send NO templates.
Already Processed
If a customer requests cancellation but it is already processed: Send U01_Unsubscribe_confirmation_7_days or U02_Unsubscribe_confirmation_4_weeks as appropriate.
Special Cases
Free Users
These users have not paid. Simply send the template U05_Unsubscribe_free_user.
Email Marketing (EMK)
Add the tag "Email Marketing", send template U04_Unsubscribe_confirmation_email_marketing, and close the ticket as Resolved.
2. Refund Guidelines
General Eligibility Criteria
Procedure by Timeline & Plan
Within 120 days
- Refund last charge
- Unsubscribe
- Tag: Refunded_on_CRM
- Send R05_refund_confirmation
Within 120 days (Failed)
- Unsubscribe
- Tag: Unsubscribed_on_CRM
- Send P03_Payment_failed
After 120 days
- No refund
- Unsubscribe
- Tag: Unsubscribed_on_CRM
- Send R15_Refund_denied_after_120_days
Annual Plan (Within 120 days)
- Process refund
- Unsubscribe
- Tag: Refunded_on_CRM
- Send R02_Refund_annual
Annual Plan (After 120 days)
- No refund
- Unsubscribe
- Send R15
Refund Denial Scenarios
Refunded in the last 12 months
- 1st request -> send R09
- If user insists -> send R12
- Continues insisting -> Escalate
Payment older than 120 days
Deleted Account
Different Card Used
Dispute & Fraud Prevention
Alert Hit
Do not refund. Send R01 modified.
Alert Hit (No Refund Policy)
Process full refund in CRM, cancel subscription, and add a note.
RDR
Do not refund. Send R01 modified.
Chargeback Status
- If < 3 months old: Send K01.
- If > 3 months old: Escalate.
How to issue a refund
Cosmic PDF refunds are processed via Stripe. Always unsubscribe when refunding. Only the most recent charge is refunded.
Step 1: Look for account through SP-CRM.
Step 2: Select Account ID.
Step 3: Click Unsubscribe OK choose closest reason.
Step 4: Verify Subscription status says "Non renewal".
Step 5: Verify Type of action shows "Subscription canceled from CRM".
Step 6: In payments section, select Refund.
Step 7: On Freshdesk, add the Refunded_on_CRM tag.
Step 8: Send corresponding template (+ R09 if requesting more than one charge).
Exceptions & Extra Rules
Add a note to CRM with the Freshdesk link if identity is verified.
Verify date. If < 10 days passed, send R01. If > 10 days, Escalate.
Systems & Tools
SP-CRM Platform
Interactive environment to practice locating user data and performing actions.
SP-CRM Goals
To help find customer info, provide assistance, and make BAU work intuitively with minimum error range.
Customer ID (Whole DB)
Internal correlative number. Allows us to unify customer accounts and is never given to the user.
Account ID
Provides access to customer info, Subscription Actions (Unsubscribe), and Payments (Refunds).
Welcome!
Select an option from the sidebar to begin.
Click the blue links below to test the profile views.
| Customer ID (Whole DB) | IP Country | IP State/Region | Account ID | Domain | Subscription Status | |
|---|---|---|---|---|---|---|
| 1827783 | FR | Nouvelle-Aquitaine | sublime@example.com | 7272139732 | mergedpdf.com | Active |
| 1827770 | AU | New South Wales | jaitken.andews@gmail.com | 9396028333 | mergedpdf.com | Active |
Click the blue links below to test the profile views.
| Created at | Request payment date | Payment date | Account ID | Transaction Type | Transaction Status | Id Transaction | Card Type | Amount | Currency | IP Country | IP state/region | Cardholder | BIN Code | Card 4 last Nº | MID | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 2026/07/15 07:30:19 | 2026/07/15 07:30:19 | 2026/07/15 07:30:15 | test_payment@mail.com | 9088366355 | Payment | Success | ch_3TtNGj... | debit | 49.95 | USD | US | California | John Doe | Mid Stripe Luxor | ||
| 2026/07/15 07:29:23 | 2026/07/15 07:29:23 | 2026/07/15 07:29:18 | user_data@mail.com | 4060873320 | Refund | Success | re_3TtNFF... | prepaid | 1.95 | EUR | GR | NoIndicado | Jane Smith | LTINTERPDF1 |
Database Record
| Account ID | Domain | Registered Date | Subscription status |
|---|---|---|---|
| 7272139732 | mergedpdf.com | 2026/07/15 | Active |
Account Dashboard
Customer's Information
08:28:17
Subscription Actions
Payments
| Transaction Type | Status | Amount | Currency | Transaction Id | ACTION |
|---|---|---|---|---|---|
| Payment | Success | 49.95 | USD | ch_3TtNJ2... |
Worklog
Unsubscribe the customer
Are you sure you want to unsubscribe the customer?
Refund the customer
Are you sure you want to refund the customer?
Add note
Operations Guide
Ticket Management
Guidelines and structure for leaving internal notes and handling screenshots.
Freshdesk Notes Policy
When to add a note
Required- Complex requests involving different actions not reflected in CRM.
- Escalations to Project Specialist or Compliance teams.
- When the customer has multiple emails, accounts, or applications.
- To highlight important or relevant data shared by the customer (e.g., sensitive info, exceptions).
When NOT to add a note
Not Required- Standard and short requests, including standard refunds and unsubscribes.
- Actions that are already logged directly in CRM.
- SPAM, automatic replies (OOO), thank you messages, or basic questions about prices/status.
Mandatory Note Structure
Situation
Brief context description.
Resolution
Steps to take, action performed, or required.
Link Optional
It can be marked as N/A, or omit this line.
Golden Rules for Notes
- Keep notes short, action-oriented, and always in English.
- Avoid using abbreviations, acronyms, or symbols.
- Remember to delete the user's email when adding a private note on an assigned ticket.
- Ensure the "NOTIFY TO" field is completely empty.
Screenshots Policy
Capturing and sending screenshots is strictly forbidden.
The relevant information from the screenshot can be explained in words instead.
Exceptions
If sending a screenshot is absolutely required, the request must be escalated to the Project Specialist team for approval. We will only send a screenshot in specific cases when the procedure explicitly states that it is allowed.
Protocol Routing
Escalation Procedures
Rules and paths for assigning cases to Project Specialist or Compliance teams.
Escalation Flow: Verification Rules
Verification Required
Before escalating, verify identity for:
- LOPD requests ("delete my data", "right to erasure").
- "Mine" requests (general personal data requests).
Verification NOT Required
Escalate directly to Compliance without verifying for:
- Authorities/Public entities (Police, Press, Gov, Lawyers).
- Consumer platforms (BBB, PROCON, etc.).
- Official complaint forms attached.
- Copyright claims.
- Data Breach reports.
Escalation Paths
Project Specialist
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Fraud and social media Cases affecting monetization or company reputation.
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Technical issues If A04_GA_tech_functions_FAQ_redirection was already sent.
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Verification doubts Suspicious domains (media/competitor) or uncertain situations.
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Chargebacks Only if more than 3 months have passed (escalate to Risk via PS).
Compliance
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Third Parties DIRECT Attorneys, Police, Press, Government, Banks, Consumer Platforms.
Note: If suspected Spam/Phishing from public orgs, check with PS first, no clicks, no templates. -
Customers DIRECT Customer replies to closed Compliance case, or contacts again after LOPD handled.
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Customers VERIFY FIRST 2nd request to delete data, Data breach (received info from another person), LOPD requests, requests for financial compensation.
Not Eligible for Escalation
The following cases should NOT be escalated. Follow the standard procedure (Unsubscribe, Refund last recurrence if applicable, Unsubscribe EMK, send template):
- Standard request to delete account, email, or payment info.
- Customer threatens legal action or police (but NO document is attached).
- Customer alleges scam/fraud (subjective opinion without proof).
- Customer does not recognize the subscription.
- Deletion of created documents (Send template A07).
- Privacy Policy info requests (Send template A06).
Billing Support
Invoice Procedures
Guidelines for issuing receipts and proper company MID mapping.
When a customer requests an invoice, the CS agent will first send a receipt/bill.
Escalation Rule
If the customer complains or insists on having an invoice (not a receipt/bill), escalate the case to the Project Specialist via Freshdesk.
Receipt Generation Flow
Make a copy of the receipt in your "Temporal downloads" folder.
Rename the receipt to: Receipt_name_surname.
Fill out the receipt with the corresponding details (Company, Date, Customer email, Description, Amount, Total USD).
Download the receipt as a .pdf file.
Send the template NO1_Invoice, attaching the receipt.
Add the tag Invoice.
Company Mapping (MIDs)
Match the correct Company Details based on the transaction MID so you know exactly what to fill out in the receipt.
Blue Korp Op Services LLC (Houston, TX)
LTBLUECORPVR1, LTBLUECORPVR2.
Inter Op Services LLC (Coral Gables, FL)
LTINTERPDF, LTINTERPDF1 to 19.
Luxor Global Tech LLC (Miami, FL)
Mid Stripe Luxor.
World Media Society, SL (Barcelona, Spain)
LTWMEDIAPDF, LTWMEDIAPDF1 to 3.
Receipt Format Examples
Examples demonstrating how to properly format and structure the receipt depending on the company mapped from the transaction.
*Customer email fields are deliberately blurred to train on data privacy protocols.
mergedPDF
Receipt / Bill
Date
2026/07/06
Customer
sachilatina@hotmail.com
| Description | Amount |
|---|---|
| 2026/05/21 Full Access. | 49.95 GB |
| 2026/05/14 Inscription Initial fee. | 1.95 GB |
mergedPDF
Receipt / Bill
Date
07/06/2026
Customer
geoff.shackelford@uoi.org
| Description | Amount |
|---|---|
| Full Access Monthly | 49,95 USD |
Troubleshooting
Common Issues
Standard resolutions for frequently encountered problems.
Log-in Issues
If the customer cannot log in to their account.
Technical Issues
If a customer reports a technical issue but does not provide much information.
Community & Support
Reviews & FAQs
Manage user feedback and review our knowledge base.
Trustpilot Reviews Module
The new module for inviting users to leave reviews on Trustpilot is now live in production.
It includes an internal Reviews form for unsatisfied users, enabling PDF clients to submit reviews.