Order
1.
How can I order?
2.
Can delivery address be different from the billing address?
3.
What happens after I place the order?
4.
How can I use a discount coupon?
5.
How can I cancel an order?
Payment
1.
What payment methods do you offer?
2.
What cards do you accept?
3.
How do I receive the invoice?
4.
My card was not accepted as payment method, although it is issued under one of the above mentioned international organizations. Why?
5.
What is CVV2 or CVC2?
6.
What is an embossed card?
7.
Are card details kept on Avangate servers?
8.
Why do I have to pay VAT?
9.
What is the VAT rate you apply?
Delivery
1.
When will I get ordered product?
2.
What guarantees the delivery of products?
3.
Can I see the delivery stage?
Support
1.
Who will offer technical support related to the order, product or delivery?
2.
How can I contact technical support?
3.
How can I contact the vendor?
4.
What services does Avangate offer?
Security and Privacy
1.
How secure is the online transaction?
2.
The order process was interrupted. What happens now?
3.
Why do you ask for personal information?
4.
Is my personal information private?
5.
Is card data kept on Avangate Servers?
Order
1.
How can I order?
To order online you need to follow some simple steps:
On the order page, choose the products you want to buy and add them to the shopping cart. You do this by simply clicking on the "Add to cart" buttons against each product. When you click the "Add to cart" button you enter the shopping cart - this is on a secure https:// type page.
Here you can view or update the shopping cart.
Once you have decided on what you want to buy, click on the "Checkout" button and proceed with entering 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 asked for 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 us.
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 you have the possibility to print the proforma invoice containing details about the transaction.
2.
Can delivery address be different from the billing address?
Yes, it is possible. In case you wish the products to be delivered at a different address as the billing address, you will have to specify this in the order form, and at the next step you will be asked to fill in delivery address.
3.
What happens after I place the order?
After placing the order you will receive an immediate transaction confirmation along with an e-mail containing all order's information. Once your order is processed, you will be sent the license and unlock codes via email that will allow you to convert the program into the full version.
Note: In case you have email filtering in place, please add avangate.com and creamsoft.com domains to the safe list to avoid the email being caught in your mail filtering system.
4.
How can I use a discount coupon?
Discounts codes are available only in the mentioned period and only for products mentioned in the special offers (e.g. in newsletters). In case that one, or more of the ordered products, are included in a promotion, there is a special field ("Discount Coupon") in the billing information form, where you can put this code. You will be able to see the discount on the next step.
5.
How can I cancel an order?
To cancel an order made in the Avangate system, please contact
Avangate Customer Support department; please provide order's number together with the reasons for the cancellation.
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Payment
1.
What payment methods do you offer?
We offer following payment options: Credit/debit cards, PayPal and wire transfer.
2.
What cards do you accept?
At this time, Avangate (our reseller and the system provider) can accept credit/debit cards Visa, Visa Electron, MasterCard, Maestro, DinersClub and JCB, issued in any currency.
3.
How do I receive the invoice?
The invoice will be sent by email for every order or by postal service upon your request.
4.
My card was not accepted as payment method, although it is issued under one of the above mentioned international organizations. Why?
Reasons for a rejection can be:
- Unsufficient 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 authorise 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 don't allow these kind of transactions;
- Card issuer couldn't be contacted and "stand-in" limits defined by him don't allow eCommerce transactions or limit the maximum value of the transaction - you have to call support from the issuing bank, using phone numbers provided on the back of the card. They are the only one who can give you realistic information about the duration and causes of the incident.
5.
What is CVV2 or CVC2?
CVV2/CVC2 is a three digit security code, on the back of the card. These digits are in the signature area, where the numbers are written to the left (please view example). 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; all Visa cards have the CVV2 code since January 1st, 2001.
6.
What is an embossed card?
An embossed card is a card which has the identification elements (cardholder's name, card number and expiry date) in relief. This particularity allows this type of cards to be accepted also at ATMs and EFT/POS, together with imprinting type terminals.
7.
Are card details kept on your 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 of making a chargeback by the cardholder.
8.
Why do I have to pay VAT?
Avangate, the reseller of our software products you are about to purchase or have already
purchased, is located within the EU (The Netherlands) and therefore you need to pay
a 19% VAT (Value-Added Tax) if you are located within the EU (but outside The Netherlands)
unless you have a valid VAT ID, in which case you are exempt from VAT. If you are a
resident or a company based in The Netherlands you need to pay a 19% VAT rate
regardless of whether you have a VAT ID or not.
All customers outside the EU are exempt from VAT.
9.
What is the VAT rate you apply?
Avangate is based in The Netherlands, the VAT rate is 19%. For more details
on how we apply VAT, please go to question
"Why do I have to pay VAT?" above
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Delivery
1.
When will I get ordered product?
For downloadable products, their delivery will be made at your e-mail address. After placing the order you will receive an immediate transaction confirmation along with an e-mail containing all order's information. Once your order is processed, you will be sent the license and unlock codes via email that will allow you to convert the program into the full version.
Note: In case you have email filtering in place, please add avangate.com and creamsoft.com domains to the safe list to avoid the email being caught in your mail filtering system.
2.
What guarantees the delivery of products?
The delivery will be made on the terms you agreed when you placed the order. The amount for the order will be transferred from your account only after the confirmation of the delivery.
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Support
1.
Who will offer technical support related to the order, product or 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
2.
How can I contact technical support?
Avangate support team will be at your disposal 24 hours per day, 7 days a week, 365 days per year at +40 21 303 20 62 or at
support@avangate.com
3.
How can I contact the vendor?
Contact details for the vendor are included on the order interface, on the proforma invoice sent, and also in the order confirmation e-mails.
4.
What services does Avangate offer?
Avangate offers services for online payment for international companies, who previously signed a contract.
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Security and Privacy
1.
How secure is the online transaction?
All transactions are made using a SSL connection (128 bytes) provided by Verisign.
2.
The order process was interrupted. What happens now?
In case you didn't receive any confirmation from Avangate (either by e-mail or visual), we invite you to contact technical department at +40 21 303 20 62 or at
support@avangate.com.
3.
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. Our reseller - Avangate - is legally empowered to collect personal data. For more details, please read Avangate
Security/Privacy policy.
4.
Is my personal information private?
Yes, provided information will not be used but for making legal documents related to the transaction and for communicating with Avangate or with us.
5.
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.
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