Creators handle course refunds, disputes and payouts; OceSha support handles platform and subscription issues

First, identify which payment the question is about

There are two different payment relationships in OceSha AI. A creator pays OceSha for an OceSha AI subscription. Separately, a customer may pay that creator to purchase a course. The first relationship belongs in subscription billing; the second belongs in course transactions. Starting with that distinction prevents a subscription invoice from being mistaken for a customer's course receipt, or a course payout question from being sent to the subscription billing area. The broader payments and billing guide for OceSha AI covers the topic; this page focuses on responsibility when a transaction needs attention.

Creators who want to receive payments for course purchases can connect their own Stripe account to the OceSha AI course creation platform. Stripe handles the applicable transaction between the customer and the creator's connected payment account. That connection supports the course-purchase workflow while the creator's payment account remains with Stripe. It is why a question about a customer's charge or the destination of course proceeds starts differently from a question about an OceSha subscription renewal. If you are setting up paid sales rather than resolving an existing transaction, follow how to connect Stripe for paid course sales.

Who handles customer refunds, disputes and chargebacks?

The creator is responsible for applicable refunds, disputes, chargebacks and customer transactions for courses. That responsibility is separate from OceSha's billing for the creator's subscription. When a customer questions a course charge, requests a refund or disputes a payment, identify the course transaction first. Use its applicable payment information to determine what needs attention; do not search your OceSha AI subscription invoices for a customer purchase.

A creator-managed refund, dispute or chargeback may need to be handled through the creator's Stripe account or Stripe support. Which route fits depends on the issue. Stripe handles the applicable payment transaction between the course customer and the creator's connected payment account, while OceSha AI supports the course-purchase workflow. If the problem is instead that the OceSha side of an integration is not working as expected, that is an appropriate question for OceSha support. Describing whether the difficulty is with a particular payment or with the platform workflow will help you choose the right route.

Before you publish, decide whether a course should have a purchase flow at all. Free and paid courses serve different enrollment purposes, and a paid course adds customer-payment responsibilities for the creator. See how free and paid course enrollment differs when that decision—not an existing charge—is the question. Keep content decisions separate from payment resolution as well: what to review before publishing an AI-generated course addresses preparation for publication, not refund or dispute handling.

Where should I take a Stripe payout question?

A payout from course sales is a creator-payment matter, not an OceSha AI subscription payment. The applicable payment-processing and payout mechanics are associated with the creator's connected Stripe account. Start by checking the payment and payout information for the course transactions in question. Depending on what you find, a Stripe payout question may need to be handled in your Stripe account or with Stripe support.

The distinction also matters when describing a problem to someone helping you. “I need the payout for a customer's course purchase” points toward the connected Stripe account and its payout information. “I need the invoice for my platform subscription” points toward Payment Details. “The course-purchase workflow in OceSha AI is behaving unexpectedly” describes a platform question that can go to OceSha support. Use the transaction type and the part of the workflow involved to route the question; do not assume every payment-related issue belongs to one support team.

What belongs in OceSha AI Payment Details?

Payment Details is for the creator's OceSha AI subscription. It shows the current subscription and billing arrangement, including the billing cycle, renewal, payment method, invoices and payment history. You can use the subscription-management experience to review your current plan, applicable monthly or annual billing frequency, next billing information and available cancellation options. Subscription payment history can include an invoice number, date, description, amount, payment status and invoice. These records concern payments to OceSha, not customer purchases of your courses.

For a walkthrough focused on these records, use where to check renewals and subscription invoices. Plan prices, limits, included capabilities, promotions and other terms can change over time, so rely on the subscription information and terms shown for your current arrangement. Cancelling a subscription and deleting an account are different actions. The subscription-management experience displays the terms applicable to your subscription; use its available controls when cancellation is your goal.

When should I contact OceSha support?

Contact OceSha support for questions about the OceSha AI platform, your OceSha AI subscription, or OceSha's side of an integration when human help is appropriate. For subscription billing, first check Payment Details; escalate when the information there does not resolve the issue. For course transactions, first distinguish a creator-managed refund, dispute, chargeback or Stripe payout from a problem with OceSha AI's platform workflow. That separation makes the support question more precise and keeps a customer-payment matter from being confused with your platform bill.

Lumi, OceSha AI's AI Concierge, provides informational and how-to guidance about authenticated application pages, navigation, course creation, publishing, integrations, analytics, settings and subscriptions. It can help you find the appropriate platform area and explain how to update a subscription payment method or access invoices. Lumi's guidance is not the same as performing a refund or resolving a Stripe payout on your behalf. If you need to decide whether Lumi or a person is the better next step, see what Lumi resolves and when to reach human support.

When you need a person, use Contact OceSha for platform or billing help to reach the team. Say whether the matter concerns a customer course purchase, your subscription, or the OceSha side of an integration, and describe what you have already checked. OceSha AI is the self-service creation platform of OceSha Ventures and its AI-first solutions, which builds and operates course creation, branded academies, AI assistants such as Lumi, and business intelligence for businesses and organizations.

How do I avoid sending the right question to the wrong place?

Start with the record you expect to find. A customer's course payment calls for the applicable course transaction and connected Stripe payment information. A charge for your OceSha AI plan calls for Payment Details. A question about a feature, page or the OceSha side of an integration calls for platform guidance or support. This simple classification is more useful than starting with the word “payment,” because payment can mean a customer's charge, a creator's payout or a creator's subscription renewal.

Not every difficulty near a paid course is a payment-processing problem. If you cannot locate course material you previously generated, begin with where to find and continue editing a generated course rather than opening a dispute inquiry. If your obstacle is signing in or protecting access to the account used to view billing, how to manage your password and two-factor authentication is the more direct starting point. Once you can see the relevant course, account or billing information, identify the actual transaction or platform behavior that still needs attention.

For an unresolved issue, keep your description narrow: name the course transaction or subscription charge, explain whether you are asking about a refund, dispute, payout, invoice or platform behavior, and say where you have already looked. The aim is not to move every question to support. It is to handle creator-managed customer payments through the appropriate Stripe route, use Payment Details for subscription records, and bring genuinely OceSha-side questions to OceSha support.