Training Services FAQ

Follow these steps to redeem your access code as a first-time user.

After your account setup, you can also choose to read via your web browser, or you can read on your mobile device through the Red Cross eBook Apps available on IOS or Google Play.

If you have previously set up an eReader account with the Red Cross, you can follow these steps to redeem a new eBook access code:

You can read your eBook through our eReader by browser. Once you create an eReader account with the Red Cross, you can also download our IOS or Google Play app and read on your mobile or tablet devices.

Login into your library using this link with the credentials you set up previously. If you need to reset your eReader login credentials, you can select “forgot password” from the eReader login screen.

If you are reading your eBook via our IOS or Google Play apps, you can navigate to the applicable app on your device and login using the same credentials set up on your eReader.

Unfortunately, you cannot print your eBook. Offline reading options are offered when you download a full title and save to your library using our eBook apps offered on IOS or Google Play.

You have to be connected to the internet to read your eBook using the eReader in your browser.

If you would like to read offline, you can use the eBook apps to utilize the download feature. The download feature is available on the Red Cross eBook app available on IOS or Google Play

American Red Cross eBooks features differ across titles but may include:

• Full color images and interactive videos appear throughout the eBook.
• Rollover definitions in the eBook text as you read to explain key terms and phases that are bolded.
• Bulleted objectives at the beginning of each chapter. Each item describes something you should know or be able to do after reading the chapter and participating in class activities.
• A list of key terms with definitions appears at the beginning of each chapter.
• Study questions appear at the end of each chapter to test your retention and understanding of terms.
• Skill sheets appear at the end of certain chapters to provide step-by-step instructions for performing each skill.
• Zoom and choose your page view when reading in your browser or through the app.
• Search functionality to search for a term within the eBook.
• The ability to highlight, mark with a pen, annotate, or add sticky notes throughout the eBook.
• Highlights and pen annotations come with the ability to change the thickness and color of the annotations.
Note that not all eReader devices may support all these features found in American Red Cross eBooks. eBook features included will also depend on the eBook title purchased.

Some eBook titles may eventually be discontinued when newer training materials are available. eBook title availability will be for the life of the edition.

Once you purchase, you can login to our eBook portal and access the eBook with the following devices:

• Desktop/Laptop
• Mac OS
• Chrome OS
• Windows 8 /10
• Mac 10.13+
• ChromeBook

For our Red Cross eBooks App offered on IOS or Google Play, you can access with these devices:

• IOS Tablets: iPad Air, iPad Air 2, iPad Pro & above
• Android Tablets: Samsung Galaxy Tab S3, Samsung Galaxy Tab A, Samsung Galaxy Tab S2, & Samsung Galaxy Tab S4
• Windows Surface & Windows 10 Surface Pro 3
• IOS Mobile Devices: iPhone 6, iPhone 6 Plus, iPhone 7 & iPhone X
• Android & Google Mobile Devices: Google Pixel 3 XL, One Plus 3T+ Mobile, Google Pixel XL, Samsung M30 S & Android 8.0+
• Chromebook (Ver 84 & above)
• Acer Chromebook Tab10
• Asus Chromebook (Model: ASUS Flip C100P Chromebook)

You can send an email to our technical support center with your name, the eBook title, the platform you are experiencing the issue (eReader, IOS app, Google Play app) and the issue you are having with the eBook.

To reset your eReader password, click the “Forgot Password?” link here. After requesting your password reset, you will receive an email with your username and temporary password link. The temporary password link sent on a password reset will be active for 36 hours after you request.

American Red Cross eBooks cannot be returned.

Please complete the tax-exempt form and provide the required information.

A Red Cross representative will email you to inform you on the status of your tax exemption request. Please allow up to 15 business days for a response. If you have questions, please contact billing@redcross.org.

After acceptance of your tax-exempt status by the Red Cross a Red Cross Tax-Exempt ID will be issued to your organization. You should use this Red Cross Tax Exempt ID on all orders placed on www.redcross.org.

Keep in mind that valid proof of exemption must be on file for any state(s) where items will be shipped and/or classes, services and fees are taxable. Your tax exemption status must not be expired.

If your tax-exempt request has been accepted by the Red Cross, we will provide you with a Red Cross Tax-exempt ID. This ID will need to be added at checkout on www.redcross.org to properly process your purchase as tax-exempt.

Please attempt to re-submit the form using a different browser (Firefox, Google Chrome, etc.). If the issue persists, please contact billing@redcross.org.

You can request a copy by sending an email to billing@redcross.org.

You will receive an email explaining why your tax exemption certificate was rejected. Please reply to the email you received for if you have additional questions.

If you are using a credit card to make a purchase, enter the Red Cross Tax-exempt ID that was provided at checkout at www.redcross.org to properly process your purchase as tax-exempt.

If you are using a purchase order, please fill out the Red Store Purchase Order Form – www.redcross.org/store/purchase-order-form. In Section 9 of the form, input your Red Cross Tax Exemption ID. Once the Purchase Order request has been submitted our team will evaluate the request and ensure the provided Tax Exemption ID is accurate prior to processing the Purchase Order.

Your organization needs to have an active agreement on file to submit a Purchase Order for training services. Contact your sales representative or the Training Support Center at

If you have an active agreement, please email your Purchase Order for training to billing@redcross.org. Once the Purchase Order has been approved (10-14 days), we will record the information in our system. To ensure that the Purchase Order number appears on the invoice, it must be generated before training is delivered or course records submitted (the latter unless you are an instructor). If you are an instructor, you may enter the Purchase Order information in our system when you submit course records. You will need to provide the Purchase Order number, start date, expiration date and value.

Training Services maintains two different teams of customer service agents. Those agents are located either at our Training Support Center (TSC) or at Billing Support.

Billing Support
billing@redcross.org
(888) 284-0607
Monday-Friday 9:00am-6:00pm (ET)

Training Support Center
support@redcrosstraining.org
(800) 733-2767
Monday-Friday 8:30am-9:00pm, Saturday 7:30am-8:00pm (ET)

You can download a current copy of our W-9 here. The address provided on the W-9 is to our Payment Lockbox.

For training/services received in conjunction with a training agreement or supplies/products ordered through the Red Cross Store using a purchase order mail payments to:

American Red Cross - Health & Safety Services
25688 Network Place
Chicago, IL 60673-1256

Please be sure to include the remittance slip from the bottom of the invoice and/or list the invoice number(s) on the check.

Please email Billing Support at billing@redcross.org and attach the documents that need to be completed. Be sure to provide an address for the documents to be sent upon completion (physical or email). Note that if a document needs legal review by our contracting team, it may take longer to fulfill this request.

We invoice four times monthly. We have created an Invoicing Calendar and will update it regularly for your reference.

Please email billing@redcross.org. or call Billing Support at (888) 284-0607. On your inquiry, include either the Org Id or Customer Number that is on your invoice. Please note that your training and product accounts are different, so be sure to include all customer numbers on your inquiry.

Please email billing@redcross.org. or call Billing Support at (888) 284-0607. You will need to provide the name of the billing contact on file or supply other information about the account to validate the requested change. If this is a legal name change, send the request on company letter.

Please email billing@redcross.org. or call Billing Support at (888) 284-0607.

Please call Billing Support at (888) 284-0607 or email billing@redcross.org. You will need to provide the order, invoice or the course record sheet number so that an agent can locate the transaction and confirm the duplicate charge. Please have the credit card receipt available also. A Credit Memo will be issued once the error has been confirmed

Yes, please call Billing Support at (888) 284-0607 and we will be happy to assist.

Please email billing@redcross.org and provide a clear copy of the front and back of your cancelled check. Our agents will research and contact you with any additional questions. You will be notified that the payment has been applied to the invoice for which it was intended.

Please call Billing Support at (888) 284-0607 or email billing@redcross.org. Have the invoice number and order number or course record sheet number on hand. Tell the agent that you suspect the wrong organization was billed for training and why (e.g. not your instructor or not your students). The agent will open a case to investigate the issue and process a credit to your account if warranted.

Please email billing@redcross.org. and provide your account Org Id and the email address where you should receive the electronic Invoice (eInvoice). We send an email that contains a link to the PDF of the invoice. eInvoices are sent on the same schedule as mailed invoices.

IMPORTANT: The Red Cross Store does not ship internationally. The Red Cross Store can only ship to US based addresses. Please contact your local Red Cross Society and they will be able to aid your request.

To qualify for invoicing privileges the following criteria will be considered:

• Organization must have no open invoices with the Red Cross greater than 60 days past due
  • For either, Red Cross Training Accounts or Red Cross Store Product Accounts
• Organization's credit rating considered low risk

If the customer is classified as Government (federal, state, local and Native American Indian Tribes), or an Academic Institution (e.g. K-12, colleges, universities, trade schools), or Military the minimum annual spending limits will be evaluated and may be waived.

Customers must submit their requests through the Red Cross Store Purchase Order Form. The customer must attach their purchase order request, and any other necessary documentation for the request to be evaluated.

• Staff will evaluate the submission based on the above criteria.
• If there are any issues, staff will reach out to the customer advising if the request will proceed forward.

Customers need to complete the Red Cross Store Purchase Order Form, attaching the organization's Purchase Order, and any other necessary documentation. If customers have any questions or concerns regarding the process, please contact Red Cross Customer Service at 833-733-7763. Purchase order requests must include a Red Cross Store Login Email (if the customer already has established an account), shipping address, billing address, contact phone number, contact email address, the Red Cross Store item name, item number, item quantity and any promotional coupon codes.

NOTE: If a returning customer (established credit after January 2, 2018), be sure to include the Red Cross Store Login Email.

The Red Cross Store, currently, only allows three purchase order document's to be submitted at a time through the Red Cross Store Purchase Order Form.

No, when a customer completes the Red Cross Store Purchase Order Form, they will provide the desired Red Cross Store Login Email for the organization's account.

NOTE: If the customer has already created an account for the organization, please include that Red Cross Store Login Email so that all orders remain connected to one account.

NOTE: The Red Cross Store Login Email must be associated with the organization's Billing Contact even if the order is being shipped to another address or contact and location.

NOTE: Customers may use a generic accounts payable (AP) email address for invoice deliver but the billing contact should be a person's name with a unique email address.

All submission requests through the Red Cross Store Purchase Order Form can take approximately 3 to 7 business days to review. Once the review period has ended the request will be approved and submitted for ordering. The contact information provided on the Red Cross Store Purchase Order Form, The Billing Contact, Shipping Contact and Red Cross Store Login Email, will receive notification from staff with a Red Cross order number once the order has formally been placed. The Red Cross Store Login Email will also receive an automated notification alerting once the order has shipped. The Billing and Shipping contact supplied on the Red Cross Store Purchase Order Form will not be receive this automated shipment notification.

If it's determined the submission request is incomplete, the customer is not eligible for invoicing, or if the items in the request are not available, the staff will alert the customer.

NOTE: Submitting a request through the Red Cross Store Purchase Order Form does not guarantee the request has been approved. If approved, the customer will receive an order confirmation email with a Red Cross Store order number, starting with PH.

Upon submitting a request on the Red Cross Store Purchase Order Form, customers will be sent an email. This email will track the submission from request to order placement, if approved. The email will contain a reference case number. The contact information provided on the Red Cross Store Purchase Order Form, The Billing Contact, Shipping Contact and Red Cross Store Login Email, will receive notification from staff with a Red Cross order number once the order has formally been placed. The Red Cross Store Login Email will also receive an automated notification alerting once the order has shipped.

The case will then be closed.

NOTE: If the customer at any time has questions about their purchase order, or has not received a case number, please contact RCSPO@redcross.org directly to initiate an inquiry.

Customers should enter their coupon codes in Section 5: Promotional Coupon Code of the Red Cross Store Purchase Order Form.

NOTE: If the customer does not include the coupon code at time of submitting their Red Cross Store Purchase Order Form, the Red Cross Store is unable to apply the promotional discount to the order. The Red Cross Store order will be shipped at the standard Red Cross Store retail price. Red Cross Store invoices will not be adjusted if a customer provides a coupon code after an order has been processed.

If a customer requires separate invoices for each entity, the customer will need to set up two Red Cross Store Login Emails, which will have their own accounts set up.

NOTE: If the customer can receive one invoice for multiple orders, each with a separate purchase order, the customer may establish one Red Cross Store Login Email for the account.

NOTE: Customers cannot use the same Red Cross Store Login Email for two different accounts. If the customer needs further clarification about how to structure their account, please contact RCSPO@redcross.org. Red Cross Store staff will contact the customer to discuss the available options. The customer should include their name, organization name and phone number in the request.

The customer must first complete the Red Cross Store Purchase Order Form.

In Section 7: Additional Comment and Terms, the customer must state the purcahse order document and additional documents are being mailed to the below address:

American Red Cross - Health & Safety Services
25688 Network Place
Chicago, IL 60673-1256

Red Cross Store staff will receive an image of the supplied documents and process it upon receipt.

Customer provided purchase order documents must list the below information:

• Red Cross Store Login Email
• Billing Contact First and Last Name
• Billing Contact Email Address
• Billing Contact Phone Number
• Shipping Contact First and Last Name
• Shipping Contact Email Address
• Shipping Contact Phone Number
• Promotional Coupon Codes
• Special Shipping Instructions
• Order Details
• Purchase Order Information, if applicable
• Red Cross Store Item Details (Item Number, Item Name, Item Quantity)
• Purchase Order Number, id

NOTE: Submitting purchase orders through the USPS will lengthen the process beyond the typical timeframe of 3 to 7 business days.

NOTE: The Red Cross Store encourages customers to fill out the Red Cross Store Purchase Order Form and attach the purchase order.

Customers may access a current copy of the Red Cross W-9 here.

If the customer's company has a Red Cross Training Services training agreement, the Red Cross may already be established in the accounts payable system. If the customer is not sure, please email the forms the Red Cross need to complete to billing@redcross.org.

The customer must complete the Red Cross Store Purchase Order Form making sure the purchase order, and any additional documentation is attached.

The customer must include the Red Cross Store Login Email that was established.

NOTE: This information will ensure the Red Cross Store continues to have one account for the customer in our system.

Yes, each time customers provide the Red Cross Store with a new purchase order, the customer's credit standing is assessed. If the customer's billing address has not changed but the shipping address has, the Red Cross Store will invoice the new order to the same account.

NOTE: Please be sure to include the previously established Red Cross Store Login Email.

If the customer has submitted a purchase order through the Red Cross Store Purchase Order Form, upon completion an automated email with a case number will be sent to the customer. The customer should reply to this email noting the appropriate change.

NOTE: Please include any additional documentation such as an amended Purchase Order. Red Cross Store staff will work with the customer to make changes.

Customers are encouraged to add items into their shopping cart found on redcross.org/store. On the checkout screen, the customer must enter in their ‘ship to address’ and select from the list of potential shipping options. An estimated shipping and sales tax cost will appear. If the customer is tax-exempt, please select ‘Add a Red Cross Tax-Exempt ID’ and enter the ID. Both costs are an estimate. The actual cost will be applied at the time the order is placed.

NOTE: When providing purchase order documents during submission, please be sure to include shipping and sales tax costs. This will speed up review and processing of the request. If shipping and sales tax costs are excluded the Red Cross Store will notify the customer of the cost. Staff will select the least expensive shipping method and notify the customer of this selection. If sales tax is charged, and the customer is not tax-exempt, the customer will be notified.

Currently the Red Cross Store only extends credit to businesses for the purchase of items from the Red Cross Store. Individuals may purchase Red Cross Store items and Red Cross training courses online by using the following:

• American Express
• Discover
• MasterCard
• Visa
• PayPal

The Red Cross Store makes every attempt to only set up one customer account for each organization. Every time a customer submits a purchase order using the Red Cross Store Purchase Order Form, the customer should include the organization's Red Cross Store Login Email. The customer will have one organizational account. When multiple orders are submitted to the Red Cross Store, they are fulfilled concurrently. The invoice will list the orders by fulfillment date displaying the shipping location and each purchase order separately. This will ensure the customer has a consolidated view of purchases.

The Red Cross Store uses a case management queue system. When the customer contacts billing@redcross.org, the Red Cross opens a case to track the status of the customer issue from the initial report through a final resolution. Customers will receive at least two emails from the Red Cross Billing team related to the case. One of the emails will notify the customer a case has been opened. The other email will indicate the customer's issue has been reviewed and closed out. The customer may receive additional phone calls or emails if more information related to the case is required.

NOTE: If a customer has any questions or concerns related to the case they have opened, the customer can reply to the initial "Case Open" email.

NOTE: Red Cross Store invoices will not be adjusted if a customer provides a coupon code after an order has been processed.

The Red Cross Store invoices customers four times a month. Red Cross Store item transactions are sent to billing upon fulfillment. Partial shipments may appear on the same or different invoices depending on the date of fulfillment. The Red Cross Store has created an Invoicing Calendar.

NOTE: The invoicing calendar is updated regularly for both the Red Cross Store and Red Cross training courses.

Red Cross Store payments should be mailed to:

American Red Cross - Health & Safety Services
25688 Network Place
Chicago, IL 60673-1256

Customers should include the remittance slip from the bottom of their invoice and/or list the invoice number(s) on the check. If the customer would like to set up ACH for payment, inquiries should be sent to billing@redcross.orgwith a subject line that includes: ACH Request.

Red Cross Store accepts the following methods of payment:

• Visa
• MasterCard
• American Express
• Discover

The Red Cross Store also accepts debit cards connected with either Visa and/or MasterCard. Purchase orders are also accepted for organizations, once they are approved.

The Red Cross Store does not charge the customer until the order has shipped. If the customer orders an item that is on back order, the customer will be charged for that item once it is fulfilled from the warehouse. If the customer's order includes both in-stock and back ordered items, the customer will be charged for the in-stock items first upon their fulfillment. Once the back ordered item becomes available, the customer will then be charged upon its fulfillment.

The Red Cross Store makes every attempt to only set up one customer account for each organization. Every time a customer submits a purchase order using the Red Cross Store Purchase Order Form, the customer should include the organization's Red Cross Store Login Email. The customer will have one organizational account. When multiple orders are submitted to the Red Cross Store, they are fulfilled concurrently. The invoice will list the orders by fulfillment date displaying the shipping location and each purchase order separately. This will ensure the customer has a consolidated view of purchases.

The customer should contact Red Cross billing by phone at (888) 284-0607 or by email billing@redcross.org.. The customer should have their customer number found on prior invoices starting with PR and Organization ID. The Organization ID is present on the upper righthand corner of the invoice.

NOTE: Red Cross Store accounts and Red Cross training accounts are different, please be sure to include all customer numbers on the initial inquiry.

In order for customers to obtain a copy of previous or outstanding invoices, the customer should contact Red Cross billing by phone(888) 284-0607 or by email billing@redcross.org.

The customer should contact Red Cross billing by phone (888) 284-0607 or by email billing@redcross.org. The customer will need to provide the name of the billing contact on file or supply other information about the account to validate the requested change. If this is a legal name change, the request should be on company letterhead.

Yes, customers can pay their invoices with credit cards. The customer should call Billing Support at (888) 284-0607.

The customer should email billing@redcross.organd provide a clear copy of the front and back of the cancelled check. Red Cross agents will research and contact the customer with any additional questions. Once resolved, the customer will be notified that the payment has been applied to the invoice for which it was intended.

If the customer has a form that requires completion from the Red Cross, email the form to billing@redcross.org. In the subject line type: ACH Request. The Red Cross agent will complete the request.

If the customer would like to setup ACH and provide the organization's banking information to the Red Cross so that the Red Cross can pull funds from the account, please contact Billing Support at (888) 284-0607.

NOTE: The organization must have already been approved for invoicing privileges to be set up as ACH customers.