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Order |
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How can I order? |
| To order online you need to follow some simple steps: |
On Step To Call Center web site , choose the Buy Now Button add it to the shopping shopping basket..
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.
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. |
Can delivery address be different from the billing address? |
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. |
What happens after I place the order? |
| After placing the order you will receive an immediate order confirmation along with an all order's information, via email. License information is delivered via email at the specified delivery email address in separate emails along with special instructions on how to use it. |
How can I use a discount coupon? |
| The coupons can be used in the billing information form and they will apply discounts only if the following conditions are met: |
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The coupon is used in the time period when the promotion is valid |
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The coupon applies for the products you want to purchase |
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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. |
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How can I cancel an order? |
| To cancel an order made in the Avangate system, please contact our Customer Support department at support@avangate.com. You will be asked to provide the order's number together with the reasons of cancellation. |
Can I use my free e-mail address? |
| You can use your free e-mail account but it is recommended that you use a paid or business email address. Orders placed with free e-mail accounts can be subject to additional verifications. |
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Payment |
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What payment methods do you support? |
| Depending on the products you want to purchase, Avangate can offer the following payment methods: |
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Credit/debit card (Visa, MasterCard, DinersClub, American Express and JCB) |
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Bank transfer (Wire/ACH transfer) |
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Fax |
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Vendor 2 Vendor |
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Direct debit |
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Purchase order |
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What cards do you accept? |
| At this time, Avangate accepts credit/debit cards such as: Visa, Visa Electron, MasterCard, Maestro, American Express, DinersClub and JCB, issued in any currency. |
How do I receive the invoice? |
| The invoice can be downloaded by logging in to Avangate myAccount or it can be sent by email upon request at support@avangate.com. For each completed order a payment receipt will automatically be sent by email to the billing email address provided during ordering. |
My card was not accepted as a payment method, although it is issued under one of the above mentioned international organizations. Why? |
| Reasons for a rejection can be: |
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Insufficient funds - it is necessary to charge your account or to extend current credit limit; |
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Your card is on a "blacklist" - it is reported as being stolen, lost or blocked by the cardholder; |
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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; |
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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. |
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What is CVV2 or CVC2? |
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 . |
Are card details kept on Avangate servers? |
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. |
Why do I have to pay VAT? |
Avangate is the reseller of the software products you are about to purchase or have already purchased. According to EU regulations, independent of seller location, all customers located within the EU are required to pay VAT. Should you have a valid VAT ID, you are exempt from VAT.
All customers outside the EU are exempt from VAT. |
What is the VAT rate you apply? |
| The typical VAT rate is 19%, but this may vary from 15% to 25%, depending on your location and the vendor location. For more details on how we apply VAT, please go to question "Why do I have to pay VAT?" |
What currencies are acceptable? |
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). |
What email address should I use when paying with PayPal? |
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. |
I received an order confirmation request. Why? |
| If you placed an order with a billing email address different from your PayPal email account, an order confirmation is required.You must reply to the confirmation request from your PayPal email account in order to complete your verification. |
Do you accept PayPal Send Money? |
| No. You cannot send money from PayPal to an Avangate email address in order to pay for your order. When placing an order and paying via PayPal, you will be automatically redirected to the PayPal website in order to login and complete payment. |
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. |
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Delivery |
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When will I get ordered product? |
The delivery information will be sent via your e-mail address, usually within a few minutes after an order has been successfully completed.
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What guarantees the delivery of products? |
| The delivery will be made on the terms you have agreed to when you placed the order. The payment for the order will be transferred from your account only after the delivery is confirmed (except for wire transfers where full payment is sent before receiving the product). |
Can I monitor the delivery process? |
| Yes, when the product delivery takes place, you will receive a notification by e-mail. Also, in the support section at https://secure.avangate.com/help/order-lookup.php, you will find the possibility to look-up an order, so that you can see exactly its current status. |
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: |
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For customers located in USA : 7 days |
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For customers located in Europe : 9 days |
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For customers located elsewhere: 21 days |
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If these terms are overdue, please see the next question: "What are the terms and condition for Back-up CD/DVD replacement?" |
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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: |
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Customer reports that the CD-R or DVD-R arrived broken or unusable; |
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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: |
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Location of customer delivery address and elapsed business days from order date: |
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For customers located in USA: 7 days |
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For customers located in Europe : 9 days |
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For customers located elsewhere: 21 days |
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What will I receive if the product is delivered by e-mail? |
| There are several possibilities: |
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a license key ( a code or a binary file as attachment) |
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the full version of a software (usually a link to download the software) |
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a combination of the above mentioned possibilities. |
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Support |
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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 at +31 88 000 0008 or at support@avangate.com.
Please follow this link for update support information: www.avangate.com/customer-services |
| 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. |
What services does Avangate offer? |
| Avangate offers online software reselling services to software authors, including an easy to use and secure online payment system plus additional marketing and sales tools (affiliate management system and affiliate network, automated cross selling options, software promotion management, software marketing services) as well as consultancy on how to increase software sales via the internet. |
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Security and Privacy |
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How secure is the online transaction? |
| 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 Hacker Safe and scanned daily by ScanAlert for known vulnerabilities. Additionally Avangate does not store any credit card sensitive information. |
The order process was interrupted. What happens now? |
| In case you haven't received any confirmation from Avangate by email, please contact Avangate Support department at +31 88 000 0080 or at support@avangate.com. |
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 the order and delivery. Avangate is legally entitled to collect personal data.
For more details, please read our Security/Privacy policy. |
Is my personal information safe? |
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. |
Is card data kept on Avangate Servers? |
| No! For cards issued under MasterCard and VISA, card information is filled in directly on bank's systems. For cards issued under other organizations, stocking of these information is crypted using proprietary encryption algorithms, on environments physically separated from environments with online access. Information are kept only for the maximum possible duration for making a chargeback by the cardholder. |
What is a SSL connection? |
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. |
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