Shopper FAQ

» Shopper FAQ

 

Shopper FAQ

Please use our FAQ to assist your service needs.

Order Information
What is my order status?
How will the charge appear on my credit card?
Does my billing address have to match the address on file with my credit card number?
How do I enter a shipping address?
Should I put spaces or dashes in the credit card number?
What is a Card Security Code?
My credit card is not being accepted, why?
Is purchasing a one-time fee, a monthly fee, or a yearly fee?
VAT ID (Value Added Tax)
I want to cancel my auto-renewal plan.
What do I do if I closed my browser before printing the invoice?
Can you send me a copy of my downloadable product on disc?
Who am I buying the product from?
Can I order and not use a credit card? I would prefer to pay by check, wire transfer, or purchase order.


Shipping Information
I live outside of the United States. Do I have to pay customs fees?
Can I change my shipping address?
Can I change my shipping method?


Technical Support
I require some help installing and/or getting a program to function correctly. Can you help me?
Why do I need to accept cookies?


Download Information
How do I download?
Where should I save the download file?
What will happen when I download?
What should I do after I download?
I lost my registration information, serial number, or activation key. What do I do?
How do I re-download software that I have already purchased?
Why do I need to 'register' the free download?
My download is expired. What do I do?


Returns and Cancellations
What is your Refund Policy?
When will my refund appear on my credit card?
How do I contact Customer Service?



Order Information

What is my order status?
Please visit our customer order lookup page to view orders you have placed with MyCommerce.

How will the charge appear on my credit card?
The charge will appear on your credit card as the name of the product you have purchased.

Does my billing address have to match the address on file with my credit card number?
For credit card verification, you must enter the address exactly as it appears on your credit card statement. You do not need to enter a middle name or initial.

How do I enter a shipping address?
During the order placement process, simply select the option indicating that the recipient address is different than the billing address.

Should I put spaces or dashes in the credit card number?
No. Enter your credit card number without any spaces or special characters. It should be entered as a continuous string of numbers.

What is a Card Security Code?
The card security code is a unique number which is printed on all Visa, MasterCard, Discover, American Express and Maestro cards. To determine your Card Security Code (it is often known as CSC or CVV2). Follow the instructions below for your credit card.
CSC Location for Visa, MasterCard and Maestro:
The CSC is the three-digit number located on the back of the credit card, immediately after the last four digits of the credit card number.
Visa, MasterCard and Maestro example
CSC Location for Discover:
The CSC is the three-digit number located on the back of the credit card, immediately after the 16-digit credit card number.
Discover example
CSC Location for American Express:
The CSC is the four-digit number located on the front of the credit card. The four-digit number is located on the right or left above the account number.
American Express example

My credit card is not being accepted, why?
There are many possible reasons for a credit card not being accepted:
    The card is expired.
    You have reached or exceeded your credit limit.
    You have exceeded your daily charge limit.
    A computer at either end of the transaction is having technical problems.
If you have problems submitting your credit card payment you can contact Customer Service for assistance. When you contact Customer Service you may be asked for any error message numbers you received, as well as the reference number seen in the shopping cart.

Is purchasing a one-time fee, a monthly fee, or a yearly fee?
In general, most products are a one-time fee. However, for each product the order process may vary and is subject to change at any time. The order form should clearly state the product price and define any subscription details, if applicable.
For detailed information about product pricing, please contact the publisher of the product directly. You can find contact information in your confirmation email, by looking up your order and clicking on the product name, or by checking the product publisher's web site.

VAT ID (Value Added Tax):
Value Added Tax (VAT) is a general consumption tax assessed on the value added to goods and services.
It is a general tax that applies, in principle, to all commercial activities involving the production and distribution of goods and the provision of services. It is a consumption tax because it is borne ultimately by the final consumer. It is not a charge on companies. It is charged as a percentage of price, which means that the actual tax burden is visible at each stage in the production and distribution chain. It is collected fractionally, via a system of deductions whereby taxable persons (i.e., VAT-registered businesses) can deduct from their VAT liability the amount of tax they have paid to other taxable persons on purchases for their business activities. This mechanism ensures that the tax is neutral regardless of how many transactions are involved. Below we have provided the VAT rates by country along with some examples of VAT number formats.

Country Tax Rate Example
Austria 20.00% ATU12345678
Belgium 21.00% BE123456789
Bulgaria 20.00%
Croatia 25.00%
Cyprus 18.00%
Czech Republic 21.00%
Denmark 25.00% DK12345678
Estonia 20.00%
Finland 24.00% FI12345678
France 19.60% Varies
Germany 19.00% DE123456789
Greece 23.00% EL012345678
Hungary 27.00%
Ireland 23.00% Varies
Italy 21.00% IT12345678901
Latvia 21.00%
Lithuania 21.00%
Luxembourg 15.00% LU12345678
Malta 18.00%
Netherlands 21.00% NL123456789B01
Poland 23.00%
Portugal 23.00% PT123456789
Romania 24.00%
Slovakia (Slovak Republic) 20.00%
Slovenia 22.00%
Spain 21.00% Varies
Sweden 25.00% SE123456789001
United Kingdom 20.00% Varies

I want to cancel my auto-renewal plan.
You can cancel the automatic renewal plan associated with your product at any time using the following instructions:
    1. Look up your order using your order number and email address. If you do not have this information, you can also find your order with the credit card used to make your purchase and transaction date.
    2. Click on the most recent "Order ID" of the product whose auto-renewal plan you would like to cancel.
    3. Click on the name of the product.
    4. Click on "cancel subscription."

What do I do if I closed my browser before printing the invoice?
You will receive a copy of your confirmation email shortly after your order. Please keep this email for your records! You can also find a copy of your invoice by looking up your order and clicking on "receipt."

Can you send me a copy of my downloadable product on disc?
Most of the products sold by MyCommerce are in electronic form only. However, some stores may have products available for purchase as a physical shipment, or as a download with a purchasable backup CD option. Please check the product publisher's website for additional details. Backup CDs can be added to your order during the checkout process.
Backup CDs cannot be purchased for an order that is already completed.

Who am I buying the product from?
You are purchasing from MyCommerce, which is an authorized reseller for many online stores. We act as a payment gateway, assisting in the sale of thousands of products to customers who shop online.

Can I order and not use a credit card? I would prefer to pay by check, wire transfer, or purchase order.
Yes, you will see these options when placing your order. Simply select your preferred payment method and follow the instructions to complete your purchase.

Shipping Information

I live outside of the United States. Do I have to pay customs fees?
If you live outside of the United States, custom and tariff fees may apply according to your country's import laws. These fees are not collected by MyCommerce, and MyCommerce does not have control of these fees.

Can I change my shipping address?
Unfortunately, you cannot change your shipping address after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them. If your shipment is not successfully delivered it will be returned to the fulfillment warehouse and a credit will be made to your account.

Can I change my shipping method?
Unfortunately, you cannot change your shipping method after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them.

Technical Support

I require some help installing and/or getting a program to function correctly. Can you help me?
MyCommerce is unable to provide technical assistance since we are an ordering center for thousands of products. The company that publishes the product you purchased will be able to provide you with the technical support that you need.
You can find contact information for the company that publishes your product in a few places:
    In your order confirmation email.
    By opening your product and checking the "Help" section.
    On the product publisher's web site.
    By looking up your order and clicking on the product name.

Why do I need to accept cookies?
Cookies are placed on your browser for your convenience, and the commerce system used is cookie dependent. When you place an order, information is written onto your hard drive. The next time you place an order; the system recognizes who you are and automatically enters your information into the checkout form.
Because cookies read information on your hard drive, some think this means they give access to all of the information on your computer. Our commerce system encrypts all cookies and they cannot be read by any other web page. The cookie actually contains no personal information, just a unique identifier for our system to recognize this browser.

Download Information

How do I download?
You can download by looking up your order and clicking on the name of the product.
Under the "Delivery Information" section you can download by clicking on the download link or by right-clicking and selecting Save Target As in Microsoft® Internet® Explorer® or Save Link As in Mozilla® Firefox®. Do not rename the download file as this can cause installation problems.

Where should I save the download file?
You can save the download file anywhere you would like but be sure to remember the location or the name of the downloaded file. Most people find it easiest to save their download file on their desktop.

What will happen when I download?
Once the download starts, you will see a pop-up with a status bar and a percentage that will climb to 100%.

What should I do after I download?
When the download finishes, you should go to the location where you saved the file and double-click on it to begin installation.

I lost my registration information, serial number, or activation key. What do I do?
You can find registration information in your order confirmation email. You can also look up your order and click on the name of your product to find this information.

How do I re-download software that I have already purchased?
You can use the download link from your confirmation email to re-download. You can also re-download by looking up your order and clicking on the product name.
If you downloaded the trial version of the software before registering, you will need to download the trial version again. Please visit the vendor/publisher's website to do this.

Why do I need to 'register' the free download?
Free downloads are provided by software companies for you to try a product before you purchase. These products will have limiting features, such as limited days of free use, allowing you to evaluate the software prior to purchasing it.
These are marketing techniques that are widely used in software companies that utilize online distribution, and provide you as a consumer, an advantage. This allows you to know exactly what you are buying, when you purchase the registered version of the program.

My download is expired. What do I do?
All download products have a period of 14 days from the date of purchase in which a download can be completed. This time period is expanded to 2 years if you also purchased the Extended Download Service.
If you have already purchased Extended Download Service and your download has expired, please contact us for assistance.

Returns and Cancellations

What is your Refund Policy?
Each company offering products through our service has their own return/refund policy. You will need to contact the company that publishes the product directly to inquire about their return/refund policy and process. You can find their contact information in your confirmation email as well as by looking up your order.

When will my refund appear on my credit card?
Your refund will appear on your card within 5 - 7 business days of being initiated.
If the credit does not appear, please contact your credit card company. In many cases, banks will post information later than expected.

How do I contact Customer Service?
    Technical Support: For help with the installation or use of your product, please contact the product's publisher for technical support.
    Refund Requests/Pre-Sales Product Inquiries: Refund requests and questions about product functionality should be directed to the product's publisher.
You can find product publisher contact information in your confirmation email, by looking up your order, or by checking our website and please contact us.
MyCommerce is an authorized reseller for many online stores. We act as a payment gateway, assisting in the sale of thousands of products to customers who shop online.
For ordering assistance, please contact MyCommerce Customer Service.

 


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