How does the download of electronic items work and can you limit the number of times a file is downloaded?

Digital Goods Management

# To maintain the highest levels of security, all files are stored on our servers.

# Encrypted keys allow our system to carefully monitor download activity.

# Limit the number of times your customers can download a file.

# Limit the amount of time your customers have to download a file.

# Your customers can download files immediately after their payment has been processed.

# Enable/disable sending your customers download instructions and file links by email.

What credit Cards do you accept?

Credit cards acceptable for our payment processing are: Visa, MasterCard, American Express, Discover.

Do you accept debit cards?

Yes. Customers can pay for their products using a Visa or MasterCard debit card. These go directly to the Customers checking account instead of the having to be processed as a credit card transaction. This allows the Customer to pay immediately by cash using their card. 

Is there a limit to the number of products that I can sell?

No. There is no limit to the number of products that you choose to sell. We can support whatever you have.

Does your shopping cart keep track of the number of products that I have in inventory?  

Yes. Our shopping cart can track the inventory as long as you give us the correct data to set it up with.

How do I handle a situation where I have a low quantity available, or only one available, of a particular item?

You can notify us and we can put a notice on the product page that the product is temporarily sold out, or the product can be removed from the product list. The choice is up to you.

What happens when a customer places an order for a product that is no longer available?

If a Customer orders something that is no longer available then they will be refunded their money. If this occurs, we are to be notified immediately of the situation so that we can take the appropriate steps to make good on the refund. 

How long does it take for an order to be processed, and what is the sequence of events that occurs after an order is placed?

After a Customer places an order, they automatically receive an Order Confirmation at the email address they provide during the ordering process. This invoice can be used as their receipt by printing it from the email they receive

Our system processes a batch of orders every four to six hours, depending on sales volume. Batch processing takes place continuously, 24 hours a day and 365 days a year. Occasionally, an order will take longer than four to six hours to process, depending on the issuing bank's computer systems, and whether the issuing bank requests special authorization procedures.

When we send you an order, we send it to you immediately after the Customers credit card has been approved. It will be sent to you by email with a return receipt requested. This serves as confirmation that you have received the order. A "yes" reply to the receipt request is mandatory or the order will be cancelled. Our Supplier Agreement requires that you ship the order within five to seven business days. If you cannot ship it quickly (or if some of the items are not in stock), you agree to cancel the order.

Do Customers automatically receive a message confirming that an order was shipped?

Our system sends one email message to the Customer after an order has been placed.

We do not send an additional message when the order is shipped; however, you are to send that message yourself. You might want to include an estimate of the date the order will arrive, a tracking number if available, plus a reminder that the charges will be billed by official CP. This is a good way to maintain Customer satisfaction while helping the Customer through to their receiving their Products.

How do I cancel or refund an order?

To cancel an order that you have not shipped, notify us immediately as to the cancellation and the reason why. If the order is cancelled by you, you may be liable for the cost of the fees to refund the money to the Customer.

If the order has been shipped, and the Customer has been charged for the product, then you cannot cancel the order.

How do I know whether I am approved?

This is one of the advantages of a merchant account alternative - If you meet the supplier agreement criteria, then you are approved.

How do I find out whether you will permit the sale of a specific product?

If a product meets the Product Guidelines listed on the Prohibited Products page, then the product can be sold by us. If you are unsure of a Product then contact us and we will be glad to verify this for you.  risk@officialcp.com

I notice that you require suppliers to list all Web page addresses where products are sold. Does this mean that I need to submit the address of every page on my site?

No. Just send the URL for the home page of the site that you have the account for.

How do I notify of you of any new Web page addresses where I am selling products?

Just send us the info in an email and please remember to list your supplier ID number.

Do you permit the sale of adult products?

See our prohibited products list.  

Can I change the E-mail address that is used for Orders and Inquiries?

Yes. Just email us the change. Please include your supplier ID number.

Can I change my payment information for my account?

Yes. Just email us the change. Please include your supplier ID number.

What payment methods do you offer?

At this point all payments will be made by company check.

Can the Web page address where Customers return after placing an order be set to a particular page?

Yes. Send us the URL you want shoppers to return to. 

Can I change my supplier ID?

No. Our database does not support the changing of supplier IDs.

Can my  account accept orders from multiple Web sites?

Yes.

Will Customers at one site see the products that are sold at another site?

Customers who visit one site will not see the products offered for sale at another site

Am I allowed to set up multiple supplier accounts?

If you operate several different Web sites, you can use a single account. The credit card payment processing will be the same from all of your sites. As noted in our Supplier Agreement, you would need to pay an additional one time registration fee for every different storefront/website.

When do you pay suppliers?

Once a month.

Can your commission rate be lowered?

Yes if you have a consistent reasonable volume of sales with no credit card transaction problems for 9 months or more we’ll discuss a lower commission.

Can I use the service with a different shopping cart system, or another software package, instead of the one provided by you?

Our shopping cart system does not contain any external "hooks" or interfaces to outside systems. In order to comply with several U.S. banking laws as well as the policies of our own merchant banks. We are required to post certain notices and other information for each Online Shopper to read, and we are also required to maintain a record of what products are available for sale. The shopping cart we offer allows us to accomplish this, and has been tested and designed to be very user friendly.

What level of customization can be done with the shopping cart screens?

Your logo and product picture can be displayed on shopping cart screens 

The button code you gave me doesn’t work what should I do?

If you have inserted the HTML segments and published your Web page on the Internet, you can contact our support staff at distribution@officialcp.com  Just let us know a Web page address (on your Web site) where we can observe the problem, and we’ll figure out the problem quickly.

If you do not know how to insert the HTML links, or how to put your Web page onto the Internet where we can observe it, then we will not be able to assist you at that point. You would need to obtain assistance from someone with HTML web authoring skills, such as a friend or colleague.

I changed certain things, such as shipping rates or product data, but those changes don't seem to show up in my current shopping cart. How can I fix this?

Contact distribution@officialcp.com  to straighten it out quickly.

A live order was placed by me or someone I know, but it does not appear to have been processed?

Please review the Supplier Agreement. Suppliers agree not to place orders on their own credit cards, because this would constitute an illegal cash advance. Additionally, we do not support in-person sales.

How do I submit my product photos?

You can send them in an email or we can copy them from your site. Just tell which ones and where they’re at.

What happens when a Customers card is refused?

If an order is refused or declined, the Customer should contact his/her credit card company and ask the reason why the charge was declined

A credit card company refused to process my order, because they require a voice authorization or fax authorization. What can I do to get the order processed?

If your credit card company does not permit electronic authorizations, then we will not be able to process your order on that card. We would suggest you try a different card which does not have that restriction.

A Customers credit card company has refused the charge because the correct U.S. billing address was not supplied. But the Customers billing address is not actually in the U.S. How can I correct this problem?

If this occurs, you should ask your credit card company to correct their files to indicate that you do not live in the U.S.

Do you give customers our (the supplier) phone numbers?

We recognize that some suppliers are not ready to list a telephone number on their Web sites. In these cases we will usually not give your telephone number to Customers. We encourage Customers to contact you by E-mail first. But in cases where a Customer is uncomfortable receiving only an E-mail address, or if they specifically emphasize that they would like the phone number, then we will agree to supply it.

I notice that some suppliers do not meet certain supplier requirements or product guidelines. Are there exceptions to the rules?

These suppliers began using us before some of the current requirements and guidelines were enacted, and we have allowed them to continue under the older set of requirements. We cannot grant any new exceptions to our requirements and guidelines.

If I use frames on my site, will this work with your shopping cart?

No formal support is provided for this practice.  If you experience problems using  a frames-based site, you must be prepared to diagnose and solve the problems yourself.

I noticed that with some types of Internet access, two people who are geographically close to each other (for example, in the same office or the same neighborhood) end up accessing the same shopping cart, even though they are using two different computers. Can you explain this?

This can occur if two people are shopping at your site at the same time, and they are using a corporate "firewall" or "proxy server" to access the Internet. This type of Internet connection forces several users to share the same IP address, rather than the standard practice of assigning each user a unique address for the duration of their Internet session.

In the vast majority of cases, this will not cause you any problems. Visitors to your site from around the world will very rarely be shopping at exactly the same time, and using the same Internet provider, and be using a proxy server at the same moment.

I clicked on an item in order to add it to my shopping cart, but the shopping cart screen shows several items, not just the one I clicked. Sometimes, the same item is listed more than once. Can you explain this?

The shopping cart is set-up to remember what you selected so you can continue to shop. Any time you select an item the shopping cart adds it to your cart until you remove the items or check out.

Can a Customer delete an item from their shopping cart after it has been added?

Yes.  To delete an item, all the customer has to do is click the remove item button on the shopping cart page. These instructions are located on the shopping cart screen.

Do you issue paper receipts or invoices to Customers?

Since we are Web-based, no paper receipts or invoices for payment processing are given. If you need a paper invoice, you can print out the order from an E-mail message.

Can a Customer return a Product after the refund period has expired?

If a customer wants to return a product after the refund period has expired, we ask that you work with the Customer to try to ensure their satisfaction if possible.  

Taxes

Suppliers in the U.S. must pay income tax on profits generated from the sale of goods to us. We don’t report supplier payments to the IRS because the payments are for hard goods received. Therefore, you must track your own sales and profits for tax purposes.

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