FAQ
Orders, Receipts, Refunds
ALL TECHNICAL QUERIES PLEASE use the message link in your control panel or if not a vendor yet please CLICK HERE
Why should I pay for refunds?
How do I retry a failed recurring transaction?
I want to do a refund.
I want to do a partial refund.
My customer is asking for a printed receipt.
Why does SWREG send a follow up email after 7 days?
What happens if SWREG get a chargeback?
What is the Pending Orders report for?
- That it is not morally right,
- That if it goes to chargeback you will lose the discount on the transaction which will usually be far more than $1,
- That we are under pressure form our bank to reduce bank queries - at the time of writing (Nov 2003) Mastercard are threatening us with a $58,000 fine which our bank are contesting due to the number of refunds and queries.
How do I retry a failed recurring transaction?
Create a single recurring payment against the same order number. Best to set for the following day in case you miss the deadline for today.
- Log in to your control panel and select "Show Orders,"
- Find the order,
- Click the order number,
- At the foot of the page is a link to do the refund.
I want to do a partial refund.
At present we cannot enable partial refunds automatically - it is on our wish list. Please either send the customer a refund check or if not practical or possible click here to ask us. Sometimes asking the customer to reorder and doing a refund of the wrong order can resolve the problem. We will do a partial refund if you require but there is a $4 administration fee. You might want be able to send a cheque or Paypal payment yourself of course.
My customer is asking for a printed receipt.
When he ordered we displayed a page for him to print out and we also sent an email receipt. If he checks his emailed receipt he will see a link to click to access our website to print out a formatted copy. If he paid by credit card his statement will show http://cardquery.com - if he visits that website he can also prepare and print out a receipt. We will only mail a receipt with company stamp for a $20 surcharge.
Why does SWREG send a follow up email after 7 days?
Several reasons but the major ones are:- To remind customers who is charging their credit card and how it will appear on their credit card statement.
- To give people a channel to complain to if the vendor has failed to deliver (or if they believe he has not delivered).
- To see if any of the emails bounce so we can do fraud checks.
- It is good customer service.
You can request your customers be removed from being sent these emails but they have proven extremely useful in preventing chargebacks. If we subsequently receive a bank query or a chargeback as a result of being taken off these mailings we wil charge you a further $15 administration fee - you will also not be eligible to notify customers of your own products once the mailings commence in 2003.
A large number of people respond to these emails believing they have not received a keycode or download link and this gives us the opportunity to advise them to look in their original receipt or make arrangements for them to receive the product.
What happens if SWREG get a chargeback?
You may never know about it. The first thing we do is phone the number given by the customer. That is why having these phone numbers is so important. Often there is an answering machine or voicemail so we leave a message to contact us using a special secret e-mailaddress so we know that whoever writes to that e-mail address is the person who has that phone number and that it is safe to continue a conversation by email and that we are not being led on by a fraudster.
Quite often people forget they have purchased, but a few people are cannot visit that website or unwilling to enter the required information to find the order.
If that is the case we usually get permission to re-charge the card and you will not be aware of the fact - we swallow any expenses related to the original chargeback.
If we can not get a resolution or it really is a fraud we then pass the charge back to you but out of around 60,000 transactions a month at the time of writing we only get maybe 50 chargebacks a month and once Verified by Visa is implemented maybe most of those will go away.
If we charge back to you we send you an emailed notification and it will appear as CB in your sales report. We do not restore what you have paid us on chargebacks unlike refunds other than Amex.
What is the Pending Orders report for?
This can be where someone has ordered "by fax", "by phone", "by check", "by Paypal" or by "Purchase Order". Sometimes one person will show several entries - that is because they have been playing with our system and nothing more sinister. It can take two weeks for a check/cheque or purchase order to get to our office for processing so you should only be interested in those older than about two weeks. It may be a good idea to ask the person concerned what happened to their order. They may have changed their minds and not followed through or maybe they thought they had sent a fax or a check and it had not arrived for some reason at which point some action can be taken. Once we have received their fax or phone order or PO or cheque we process it (same or following working day) so if it is still displaying that usually means one thing - we have not received the information yet!
Remember that sometimes these orders show a code for Phone or Fax ordering but often that is just because the order has already failed by credit card or the person doe snot have a credit card and is justmessing around (a child?) - we provide you with these reports so you can follow up with the customer so please feel free to email them and ask why they never completed the order.
Last thing - you do not pay commissions on these orders - we just use the same program module for both reports!!
DO NOT ATTEMPT TO REMOVE PENDING ORDERS BY DOING A REFUND - it makes no sense as nothing to refund as order has failed or not processed yet. You do not need to cancel Pending or failed orders. There is nothing to cancel.