Shopper FAQ

To order online you need to follow some simple steps:

On the software author web site, choose the products you want to buy and add them to the shopping cart or shopping basket. You do this by simply clicking on the "Buy" buttons against each product.

When you click the "Buy" button, you enter the shopping cart - this is on a secure https:// type page. Here you can view or update the shopping cart. To add more products just click the "Continue Shopping" button and repeat the buy process.

Once you have decided on what you want to buy, click on the "Checkout" button and proceed with entering the billing and delivery information. Here you can also view the content of the shopping cart, including individual prices and totals.

Please fill in carefully all personal information required in the order form. A very important aspect is the e-mail address where you will receive all details about your order, together with future notifications from the software author and Avangate.

The next screen is for inputting card information. If your card is enrolled in the 3-D Secure system, you will be asked for the 3-D Secure password as well.

At the end of the order process, depending on the payment method you have chosen you have the possibility to print the proforma invoice containing details about the transaction.

The delivery can be made to another location, different from the one stated in the billing address. After filling in your billing address, use the drop down Option: "Send the ordered products at the same address as the billing address entered above?"and select "No".

If you choose "No", you will be able to fill in a different delivery address in the next step.

The coupons can be used in the billing information form and they will apply discounts only if the following conditions are met:

• - The coupon is used in the time period when the promotion is valid
• - The coupon applies for the products you want to purchase

After entering the coupon (discount code), if the above conditions were met, you will be able to see the actual discount in the next step of the order process.

• - Credit/debit card (Visa, MasterCard, DinersClub, American Express and JCB)
• - Paypal
• - Bank transfer (Wire/ACH transfer)
• - Fax
• - Vendor 2 Vendor
• - Purchase order

• - Insufficient funds - it is necessary to charge your account or to extend current credit limit;
• - Your card is on a "blacklist" - it is reported as being stolen, lost or blocked by the cardholder;
• - Card issuer doesn't authorize eCommerce transactions - issuing bank must be contacted and asked to activate this service. Of course, this can be verified even when the customer chooses a certain type of card, because there are some banks which do not allow these kind of transactions;
• - The card issuing bank could not be contacted and the defined "stand-in" limits do not allow eCommerce transactions or there is a specific maximum value of the transaction. You will have to call your bank support line using the phone numbers printed on the back of your credit/debit card. Your card issuing bank is the only place where realistic information regarding the transaction incident can be found.

CVV2/CVC2 is a three digit security code, located on the back of your card. As displayed in the example bellow this code is a supplementary safety element for validating an authentic card during a transaction.

All MasterCard cards, debit or credit, have a CVC2 code since January 1st, 1997 while Visa cards have the CVV2 code since January 1st, 2001.

No! For cards issued under MasterCard, VISA and American Express, the card information is processed directly by the bank's systems, via Avangate servers, all transaction data flow being secured using the latest technology available.

For cards issued under other organizations, this information is encrypted using proprietary encryption algorithms, and stored on environments without any online or remote access. Information is kept only for the time needed in case the cardholder requests a chargeback.

Please verify that the billing email address is the same email address as for your PayPal account. Different email addresses will be subject to additional verification and may lead to delays in the processing of your order.

To expedite your approval, please make sure the two email addresses are identical. It is also recommended to use a Verified PayPal account.

The accepted billing currencies are EURO and USD. However, the credit/debit card currency is transparent during the ordering process: you can have a credit card issued in Canadian Dollars and be billed in USD. The exchange will be automatically done by your bank without additional costs.

Additionally, when ordering on the internet, product prices can be viewed in other currencies by selecting a different display currency: EUR (European Euros), USD (US Dollars), GBP (United Kingdom Pounds), CHF (Swiss Francs), JPY (Japanese Yens), CAD (Canadian Dollars), AUD (Australian Dollars), NOK (Norwegian Krones), SEK (Swedish Krona), DKK (Danish Krones), RON (Romanian New Lei), CZK (Czech Korunas), HUF (Hungarian Forints), TRY (New Turkish Lira), PLN (Polish Zloty).

This may happen when you fund your transactions with e-checks. E-checks are not an instant payment method. Usually an e-check clears within 3 to 5 business days. When your check clears, PayPal sends an automatic notification to us and only then the delivery is made.

Log into your PayPal account and look-up the transaction to find out an estimated clearing date for your e-check.

After the payment is complete, you will receive the payment confirmation and the license codes in separate email messages. These emails are automatically sent immediately after the payment is complete. If you have not received it yet, please check the BULK (SPAM) section of your email also, because your SPAM filter might block the emails with the codes.

Since the delivery is made electronically by email, it is possible that your email server encounters technical problems or we are unable to deliver the message to the address provided. Please contact us at (see question: How can I contact technical support?) and provide us an alternate email address for delivery.

For physical products, delivery conditions are those displayed on the Avangate terms and conditions during the ordering process.

For downloadable products and instant payment methods like Credit Card or Paypal, the delivery information will be sent via your e-mail address, usually within a few minutes after an order has been successfully completed.

For downloadable products and delayed payment methods like Bank Transfer, the delivery information will be sent via your e-mail address after the payment is confirmed (usually 2 to 3 days).

The average shipping time for your Back-up CD/DVD is 4 to 7 business days, but please allow up to 2 weeks for delivery due to variances in production and shipping.

• 1. For customers located in USA: 7 days
• 2. For customers located in Europe: 9 days
• 3. For customers located elsewhere: 21 days

If these terms are overdue, please see the next question: "What are the terms and condition for Back-up CD/DVD replacement?"

Avangate will reship orders at no cost to customer only if the following conditions are met:

Location of customer delivery address and elapsed business days from order date:

• 1. For customers located in USA: 7 days
• 2. For customers located in Europe: 9 days
• 3. For customers located elsewhere: 21 days

• - a license key ( a code or a binary file as attachment)
• - the full version of a software (usually a link to download the software)
• - a combination of the above mentioned possibilities.

If you selected the "Download Insurance Service" option when you bought the software, you will be able to download the files anytime for 2 years. All you have to do is log in to Avangate myAccount, go to "My Products" and download the files needed.

If you did not purchase "Download Insurance Service", your purchase is available for download for two weeks from the date of purchase and you will have a limited number of download attempts.

Avangate support team will be at your disposal 24 hours per day, 7 days a week, 365 days per year at +31 88 000 0008 or at .

Please follow this link for update support information: www.avangate.com/customer-services

You can also log in to Avangate myAccount using your email and password supplied by the system at your first order in the Avangate network. To see the order status, click on the order number and check out the Order Status field.

Contact details for the software author are included in the order interface, their website, on the sent order confirmation, payment confirmation, and in the license information e-mails.

You also have contact coordinates listed in Avangate myAccount.

Yes, the information provided will ONLY be used for making legal documents related to the transaction and for communicating with Avangate or with the software author.

If you have selected during the ordering process to receive a certain newsletter or notification, you will also be subscribed to the specified newsletter / notification. Opt-out information should be provided at subscription time and in each newsletter / notification.

SSL stands for Secure Sockets Layer, a protocol created for transmitting private documents via Internet. SSL uses a cryptographic system that employs two keys to encrypt data ? a public key known to everyone and a private or secret key known only to the recipient of the message. By convention, URLs that require an SSL connection start with https: instead of http:.

SSL creates a secure connection between a client and a server, over which any amount of data can be sent securely.

• - view all your order history in the Avangate e-commerce system;
• - download license keys and codes;
• - view and download invoices;
• - view details of each order, including the delivery status;
• - renew licenses of your purchased software when it expires;
• - view the details of the purchased product;
• - find support coordinates such as phones and email addresses from software publishers;
• - edit your personal data for future use;
• - opt-in for automatic form fill for future orders with Avangate.