Shopper FAQ

Questions and answers on online payments and order issues

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Order

1. How can I order?

To order online you need to follow some simple steps (there may be slight variations depending on the ordering flow chosen by the vendor):

On the software vendor's web site, choose the products you want to buy and add them to the shopping cart. You do this by simply clicking on the "Buy" button next to 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.

If you need more than one copy of the same product, change the number in the "Quantity" field. This is where you can also enter a Discount coupon if available and click the "Update Cart" button.

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 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 vendor and Avangate.

You can then choose between several payment methods and finalize the order. If you choose to pay by credit/ debit card and your card is enrolled in the 3-D Secure system, you will be asked for the 3-D Secure password as well. For more information about this, please refer to section Security.

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2. What happens after I place the order?

After placing the order you will receive immediately an order confirmation via email. The license information is delivered via email at the specified email delivery address in a separate message along with special instructions on how to use it.

You should receive from Avangate at least 2 emails containing the payment receipt and the electronic delivery. If you didn’t receive anything from us, please check the Junk folder.

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3. How can I cancel an order?

To cancel an order placed in the Avangate system, you must contact the software author from which you purchased the software.

The software author's contact details can be found by accessing Avangate myAccount and going to the "My Products" section. For each ordered product you will find support details of the software author under "Support information".

In case you contact us at support@avangate.com directly with this type of request, we will send a notification to the software author, in which we will provide a given reason for the refund. Before canceling the order and providing the refund, we will have to wait for the approval of the software author. Also please note that Back-up CDs are non-refundable.

Refund

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Payment

1. My card was not accepted. Why?

One of the reasons for a rejection can be:

  • Insufficient funds - it is necessary to charge your account or to extend current credit limit;
  • The server of the card issuing bank could not be contacted by our payment gateway;
  • Card issuer does not authorize eCommerce transactions - the issuing bank must be contacted and asked to activate this service;

We advise you to always call the toll-free number on the back of your card, in case you`re facing this issue.

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2. I paid via PayPal and did not receive my license. What is happening?

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.

For more details regarding PayPal e-check please visit PayPal - Help Center.

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3. I received an order confirmation request when paying with PayPal. Why?

If you placed an order with a billing email address different from your primary email of your PayPal account (usually the one you used when you registered the PayPal account), an order confirmation may be required. In this case, follow the instructions that you have received from us by email, in order to confirm and complete the order.

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4. How do I receive the invoice?

All the invoices for Avangate orders are generated as PDF documents.

The invoice can be downloaded by logging in to Avangate myAccount in the Order History section.

If you are ordering on behalf of a company, the invoice will be sent automatically to the billing email address provided during ordering. For each completed order, a payment receipt will also be sent automatically to the billing email address provided.

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5. Why do I have to pay VAT?

According to EU regulations, independent of the seller’s location, all customers located within the EU are required to pay VAT. The rate applied is 21%. Should you have a valid VAT ID, you are exempt from VAT.

All customers outside the EU are exempt from VAT with some exceptions: Norway, Switzerland and Iceland, where the VAT rate may vary from 8% to 25%, depending on your location.

For Norway, we collect VAT only from individuals.
For Switzerland and Island, the taxation is made for all shoppers, both individuals and companies.

If you have more questions regarding VAT appliance, please contact the Avangate Financial Dept. at pay@avangate.com.

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6. How can I stop my subscription payments (cancel auto-renewal)?

When choosing to make subscription payments for licenses, you will be informed at the end of the subscription about the amount that will be subtracted from your account. You can stop the payments simply by logging in to Avangate myAccount, going to "My Products" area and by clicking "Stop automatic license renewal" beneath each product that has this option enabled.

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Delivery

1. When will I receive the ordered product?

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

For physical products, the delivery conditions are those displayed on the Avangate terms and conditions page.

For payment methods such as Bank Transfer, check or PayPal eCheck, the delivery will be done after the payment is confirmed (usually 2 to 3 business days).

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2. How can I check the status of my order?

When the product delivery takes place, you will receive a notification by email. Also, you will be able to look-up an order for checking exactly its current status in Avangate myAccount Area at the Order Lookup Section.

For physical products, you can verify if the order was shipped by accessing Avangate myAccount , “View Order details”.

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3. I have received the license codes but I haven't received the software itself. What should I do?

There might be some cases in which the download link will be delivered by email, but this is totally up to the software author's choice.

If you did not receive a download link by email, try to download the trial (free) version from the Vendor`s website and register it using the license information provided by Avangate.

If you have not explicitly ordered a Back-up CD, you will not receive the software by regular mail.

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4. I have ordered a Back-up CD/DVD. When should I expect the package?

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.

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

  • For customers located in USA: 7 days
  • For customers located in Europe: 9 days
  • For customers located elsewhere: 21 days

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

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5. My order status is complete yet I haven't received the registration/activation key. Why?

After the payment is complete, you will receive the payment confirmation and the licensing information, in separate email messages.

If you have not received the licensing information email within a couple of minutes after the purchase, please also check the Junk (SPAM) section of your email, your SPAM filters might block the emails with the license code(s)/key(s). If you still do not receive our emails containing the licensing information, it might be also because your email manager blocks our emails; when this is the case, please contact your email provider for a solution.

You can also recover your registration / licensing information from the Avangate myAccount, My Products section.

There are cases where the delivery process is handled by the Vendor. If the suggestions provided above are not a solution in your case, you may contact Avangate in order to get assistance.

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6. What are the terms and condition for Back-up CD/DVD replacement?

Avangate will reship orders to customer only if:

  • Customer reports that the CD-R or DVD-R arrived broken or unusable;
  • The correct delivery address for an order was provided to Avangate, still the customer has not received his order within the number of business days allowed (see the list below) from the time the order was shipped by Avangate

For other types of inquiries, a re-delivery fee may be applied.

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

  • For customers located in USA: 7 days
  • For customers located in Europe: 9 days
  • For customers located elsewhere: 21 days

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7. I have lost my licensing information. How do I retrieve it?

In order to retrieve your license key you will have to access Avangate myAccount and go to "My Products" section. There you will be able to find:

  • License keys for complete orders
  • Download links for orders that also have included the Download Insurance Service.

Delivery, License, Order not received, Did not receive the order

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Support

1. Who will offer support related to orders, payment and delivery?

Avangate support team will be at your disposal 24 hours per day, 7 days a week, 365 days per year. Please note that Avangate does not offer technical assistance for your purchase (for additional information, please refer to the next section)

Please follow this link for updated shopper support information: http://www.avangate.com/customer-services/shopper-support.php.

You can also log into 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.

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2. How can I get technical support for my purchased products?

For technical support on how to use the product, how to register the license key or other software related issues, please contact the software publisher/ vendor (the author of the software). The software author's contact details can be found by accessing Avangate myAccount / "My Products" section, or visit the Support / Contact section on the website from where you purchased. For each ordered product you will find the support details of the vendor under "Support information". You can also find the support details for the software vendor in the confirmation email, payment confirmation email and in the licensing email.

Installation, Activation, Registration, License not working, Software not working

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3. How can I contact the software author/ publisher/ vendor?

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.

Contact details can also be found by accessing Avangate MyAccount"My Products" section. For each ordered product you will find the support details of the vendor under "Support information"

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Security and Privacy

1. How secure is the online transaction?

Avangate Services are PCI DSS Level 1 Certified (Payment Card Industry Data Security Standard). PCI DSS is the most important security standard for the card payment industry. All transactions are made using a SSL connection (128 bytes) provided by Verisign . The data sent from your browser to Avangate servers is always encrypted. All Avangate servers are certified McAfee Secure and scanned daily by ScanAlert for known vulnerabilities. Additionally Avangate does not store any credit card sensitive information. Click here to find out more.

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2. Why do you ask for personal information?

All information included in the order form is requested in order to prepare the invoice and to be able to send you all data regarding order and delivery. Avangate is legally entitled to collect personal data.

For more details, please read our Security/Privacy policy.

If you refer to an additional request for more information from the Avangate Risk-Analysis Department, this situation may have been triggered by certain inconsistencies present in the online ordering information provided. Our notifications are customized for certain situations and request all the necessary information that you need to provide in order to successfully finalize your order.

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Avangate myAccount

1. What is Avangate myAccount?

Avangate myAccount is a customer-oriented service that centralizes all the shopping activity in the Avangate system. You can use it to download license keys for purchased products, view order details, download invoices, renew licenses, etc. Access to Avangate myAccount is available online at https://secure.avangate.com/myaccount/

Avangate myAccount is created automatically when you first place an order through the Avangate system. All future purchases made from the same email address will be merged into the same customer account.

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2. How do I register with Avangate myAccount?

Avangate myAccount is created automatically when you first place an order through the Avangate system.

When accessing Avangate MyAccount for the first time, you need to set up a login password. You can do this by selecting the "Create an account! " option here: https://secure.avangate.com/myaccount/.

Login

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3. What exactly can I do with Avangate myAccount?

You can use your Avangate myAccount to:

  • view all your order history in the Avangate e-commerce system;
  • retrieve license keys and codes;
  • view and download invoices;
  • view details of each order, including delivery status;
  • renew licenses of your purchased software when they expire;
  • view details of purchased product;
  • find support coordinates such as phone numbers and email addresses of software publishers;
  • manage the renewal subscription settings for your product licenses
  • edit your personal data for future use;
  • selecting automatic billing form fill-in for future orders with Avangate
  • opt-in to or opt-out from various Avangate marketing programs (note: you will never be automatically subscribed to a program, we will always ask for your consent).

Also, if the Download Insurance Service is selected, you can download the installation files of the purchased software within two years from purchase date.

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