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Your organization may have questions about the invoice you received for training, and you want to submit an inquiry or make a payment. Or, you may have questions about how to get your organization approved for invoicing. There is a series of steps that must be completed before training is conducted and the invoice is produced. Steps may include setting up the American Red Cross as a vendor in your Accounts Payable system or submitting a purchase order to us so that your purchase order number is reflected on the invoice. This page is designed to help you quickly get the information you need about these topics and more.

Customer Service Teams

PHSS 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 8:30am-6:00pm (ET)

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

See the FAQs below to determine if your specific issue would be better served by emailing/calling Billing Support or the TSC. Either way, we’ll get your questions answered.

Red Cross W-9 and Change of Address Letter

You can download a current copy of our W-9 here. Additionally, since our National Headquarters office moved recently, you can download a certificate issued by the Assistant Corporate Secretary that certifies the address change is legitimate.

Issue Resolution

We use a case management system to work through customer billing issues. It is our goal to resolve your invoice inquiry timely. To accomplish this goal, we open cases to track the status of your issue from the initial report through the final resolution. You should expect to receive at least two emails from our billing agents about your case; one to indicate that a case has been opened, and one to indicate that the issue has been resolved. There may be other emails or calls if additional information is needed. If you have question about your case, you can simply reply directly to the ‘case open’ email or the most recent related email and we will be able to respond to your question quickly.

Frequently Asked Questions

For training/services received in conjunction with a training agreement:
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.

For supplies/products ordered at the Red Cross Store mail your payments to:
Red Cross Store
PO BOX 791225
Baltimore, MD 21279-1225

NOTE: Please keep these payments separate as these are separate business entities.
Please email a copy of your Purchase Order to billing@redcross.org. All purchase orders submitted are reviewed by our contracts team. Once the purchase order has been approved, we will record your purchase order in our system to ensure that your training will be invoiced against it. Purchase orders may take 2-3 weeks to process.
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. The day the transaction is entered in the Learning Management System will determine when it is invoiced. We have created an invoicing calendar and will update it regularly for your reference.
Please call Billing Support at (888) 284-0607 or email them at billing@redcross.org.
For a copy of an invoice or information about your outstanding balance, please call Billing Support at (888) 284-0607 or email billing@redcross.org.
Please call Billing Support at (888) 284-0607 or email billing@redcross.org. 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 call Billing Support at (888) 284-0607 or email billing@redcross.org.
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. A Credit Memo will be issued once the error has been confirmed.
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.

If you have a form that requires completion from us, please email the form to billing@redcross.org and in the subject line state: ACH Request. An agent will complete it and return it to you.

If you want to set up ACH and provide your organization’s banking information to us so that we can pull funds from your account, please call Billing Support at (888) 284-0607. Note that organizations must have already been approved for invoicing privileges to be set up as ACH customers.

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.
Yes, prepayments and credit balances that are a result of an adjustment will be automatically applied to your next training transaction.
Absolutely. Here are your options:
  • If your organization is an Authorized Provider (AP) or Licensed Training Provider (LTP) and your instructor recorded your training in the Course Record Entry system [(CRE) also known as the Instructor Portal], you can view all of the details about any of the trainings listed for your organization within the portal. Inherently, Instructors can see all training records for their organization. If your organization wants to enable another person to look at records in the CRE they will need to be set up as a ‘Resource’ in our Learning Management System. Contact the TSC by email at PHSS@redcrosstraining.org or call (800) 733-2767.
  • For training not conducted by an AP/LTP or not recorded in the CRE (e.g. Full Service or open-enrollment classes), please call Billing Support at (888) 284-0607 or email billing@redcross.org. Be prepared to provide an invoice number or order number and an agent will be able to locate and email copies of course records.
  • At this time, we do not offer email invoicing; however, this service will be offered in the near future. If you would like to be on our list for notification when the feature becomes available, please email billing@redcross.org and provide your Org ID and the billing contact’s name, email address and phone number. We will contact you when the option is available.