Online Store / Order Processing FAQ
Before the Order
After the Order
Question not answered here? Write to us and we will gladly provide you with all the information you need.
What methods of payment do you accept?
We accept Visa, MasterCard/EuroCard, American Express and Discover Card. In addition, we will accept payments in the mail by check or money order. For reputable businesses we can accept a purchase order. We will accept one of the above credit cards by phone order, too. You may also use your PayPal account to pay us. For fastest service pay online by credit card or PayPal.
For electronic download orders, how long will it take to receive my license information?
If the checkout process is completed during our business hours (M-F 9:00 AM to 6:00 PM MDT (UTC-6)) it will usually take less than an hour for us to review your order and email you your license information. Due to increased workload this can sometimes take longer. In no case will it take longer than one business day for us to review your order, and if accepted, send you your confirmation email, which contains license and other important information.
If you have not received any notification from us within one business day of completing your checkout, please check to see if our email was blocked or filtered by your spam management system. Make sure that any email from order_support@accusolve.net will not get blocked, otherwise we may be unable to deliver the license information you have purchased. If you are unable to find any such email from us please contact us so we can have it resent.
We are finding that about 1 in 10 customers does not receive the confirmation email we send when the order is approved. This is usually because it has been blocked due to aggressive spam filtering. It seems that most spam filters regard anything pertaining to an online purchase or order as spam. Any decent filtering system will have a way to "white-list" certain email addresses or domains. We strongly recommend you white-list the domain from which we send all our email - accusolve.net.
For CD orders, how long will it take to receive my license information and for my CD to be shipped?
If you ordered one of our software CD's, it will be shipped usually within 1 or 2 business days from the time the order is accepted by us. All CD's are shipped first class or email, whichever will result in the fastest delivery.
If you ordered software for electronic download in addition to a CD, the license information for your software product will be delivered by email according to the schedule related above for electronic download orders.
It's been more than one business day since I ordered and I still haven't received any license information. What is wrong?
Please see the answer "For electronic download orders..." above.
When will my credit card be charged?
No credit card is charged until the product or service you have ordered has been shipped, or delivered electronically. When you submit your order to us we request an authorization only from your bank, which reserves funds on the account, but does not actually charge it. If no charge is subsequently sent through, the "reservation" of funds will drop off after about 10 days.
Your credit card will be charged soon after sending out our confirmation email, which contains license information that enables you to use the software you have purchased, or when we ship the CD(s) you have ordered.
Please see the next answer for more information.
Why don't you deliver license information immediately when my credit card is approved?
Just because your bank has approved the amount of your order does not necessarily mean it will be accepted by us. Unfortunately, there are many people using stolen credit cards to purchase items on the Internet. If a person does not know their credit card information has been stolen then charges can still be approved by their bank. We take great pains to ensure we don't accept orders made with stolen credit cards. If there wasn't so much risk associated with this kind of fraud we would be able to approve and deliver license information to our customers automatically and immediately upon approval from the bank.
Internet merchants carry all of the risk in "card-not-present" transactions. If unauthorized charges are accepted we are subject to costly "chargeback fees" (in addition to the reversal of the actual fraudulent charge) and even risk losing our ability to accept credit cards at all in the future. Because of this we hope you will understand why we have found it necessary to manually review all orders before accepting them. We have tried using automated fraud detection means, but have found it to be inadequate by itself.
How can I contact you if I have a question or problem with my order?
The best way to contact us is by using our online contact form. Once you have contacted us the first time through this means we will provide you with our direct support email address which is only known to our customers. You can contact us directly using this address once you have it.
We do not include this address on our web site so that it will not get cluttered with spam, which could affect our ability to respond efficiently and effectively to legitimate and important support requests.
Using either of these two methods will usually get you a near immediate response if received during business hours, or soon after our business day starts, if not.
You may also contact us by phone during business hours. You will find our support phone number on our contact page.
Will you accept my order if I use a free email account from a provider such as hotmail.com or yahoo.com?
Unless we know you or have some other certain indication that your order is not fraudulent we will not approve orders which require us to send license information to email accounts that are free, such as those provided by hotmail.com, yahoo.com and many others. The reason for this is that such email accounts are usually impossible to trace back to their owner, which is why most fraudulent Internet orders are made by people using these free email addresses.
If you are concerned about us sending you spam after you provide us with your email address, or about us giving or selling it to someone else so they can send you unsolicited email, please know that we are only interested in your email address so we can send you the information you have purchased from us, and so that we can provide you with the kind of support you have a right to expect. We give you complete control over what kind of information you will allow us to send you, subsequent to sending you the confirmation email, which contains information necessary to your use of the license you purchased.
As part of the confirmation email you receive once your order is approved, we provide you with a password-protected account at our customer service portal MyAccuSolve.com. Along with many other things, you can change your email preferences in MyAccuSolve.
We also take great care to ensure our customer list does not get into unauthorized hands. Access to our database is carefully controlled, and any transfer of data is always performed over secure connections (128-bit SSL). We protect your information with the same care we would protect our own. After all, the confidence our customers have in us is an important key to our future success.
I received my order confirmation email, but I've since lost it. How can I retrieve my license key?
You can retrieve your license key at any time from MyAccuSolve. If you have also lost your MyAccuSolve login information, use the email address that is on file with us (usually the email address used for your last order) on the login screen and check the box "Request New Password" and click "Submit". If the email address is on file with us a new password will be sent to that address. If that email address is no longer active, please contact us and provide us with your old email address and any other information necessary to identify your account, and give us your new address. We will update your address in the system and provide a new password so you can login.
You can change the email address on file with us at any time by going to the "My Profile" page of MyAccuSolve. If you are changing your email address, it is best and easiest in the long run to update it right away in MyAccuSolve so that if you ever need to retrieve your license key or other information you will not have the delay of waiting for us to be able to update it for you.
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