If a customer contacts you for assistance with their completed order, there are a number of actions available to you to aid you in assisting the customer:

Locating and opening a customer's order

From the Top Menu in your Control Panel, select Customer Service -> Orders. Use the Search and Filter options to select the parameters that you want to use to locate the order (Order ID, Last Name, Email address) and then click on the Search button. When the order is returned, click on the order ID to open the order details.

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Updating a customer's email address

If the customer made an error in their email address you can update their email address in the order. Simply open the order, click on the blue hyperlink to the right of Customer Address. It will open a new window in which the customer's email address is updateable. Enter the new email address and click on the Save button. When a customer has entered an incorrect email address in to their order, you may want to resend the customer their order emails after you update their email address in the order. See Resending Customer Emails below.

Note: Our Customer Service Team (orders@mycommerce.com) can also update a customer's email address.

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Resending Customer Emails

To resend a customer their order emails (Transaction Receipt and any other emails that you have set up for the product), open the order in your Control Panel and select the Resend Order button. Select the items to resend and click the submit button. You will be provided with a text box for entering your comments (many vendors just note customer request). A message will appear at the top of the order that lets you know the email has been resent.

Note: Our Customer Service Team (orders@mycommerce.com) can also resend order emails to a customer.

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Resetting Download Links

If you deliver your product by way of a MyCommerce download link, there may be times when you will want to reset a download link for your customer (on a completed order). To do so, open the customer's order in your Control Panel and click on the specific item that you would like to have resent. This will open up the Order Item Detail page of the order (for orders containing multiple products select the line that lists the product you are trying to access).

Notice on this page that you can see how many times the customer has downloaded the product (listed to the right of Download Running Total) and the current expiration date for the download link (listed to the right of Download Expire). Resetting the download link will extend the expiration date for the link and reset the Download Limit to 0 of X (in most cases X=3). Resetting the download link will not zero out the Download Running Total. In general, the Download Running Total shows the total number of downloads over the life of the order.

Note: The use of a download accelerator can cause the download count to falsely register a quantity higher than the true download count for the order.

To reset the download link, click on the reset download link button.

Note: Our Customer Service Team (orders@mycommerce.com) can also reset a customer's download link.

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How to refund an order

For customers who paid by credit card, open the order in your Control Panel and look for the drop down box to the right of Actions. Select Refund Order - Credit card (for duplicate orders you can select Refund Order (Duplicate) - Credit Card) from that drop down box and click on the Go button. You will be provided with a text box for entering your comments (many vendors just note customer request) and then click on the Continue button. The following refund confirmation message will appear at the top of the order in red font: "Refund successfully submitted."

In the event of an error, an error message will be displayed.

Note: For orders that need to be refunded that were not paid by credit card, please email our Customer Service Team at orders@mycommerce.com to have a refund issued for the customer.

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How to refund a single item on a multiple product order

This applies to orders that contain different products. Our system is not designed to issue refunds for a single item of one product in an order that is for a quantity of that product (i.e. if the customer has ordered a quantity of 4 of a single product we can not refund just one of the 4 but if the customer has ordered 4 different products then any of the 4 products can be refunded).

For customers who paid by credit card, open the order in your Control Panel and click on the blue hyperlink number (showing below Recipient Address and below ID) that is on the line that contains the product that you want to refund. This will open up the Order Item Detail page of the order. Select Refund Product - Credit Card from the drop down box to the right of Actions and click on the Go button. You will be provided with a text box for entering your comments (many vendors just note customer request) and then click on the Continue button. The following refund confirmation message will appear in red font: "Refund successfully submitted."

In the event of an error, an error message will be displayed.

Note: For products that need to be refunded that were not paid by credit card, please email our Customer Service Team at orders@mycommerce.com to have a refund issued for the customer. Please emphasize in your message that you are only needing a single product refunded and not the entire order.

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Why is MyCommerce forwarding customer refund requests to me?

In your vendor contract it is stated that MyCommerce will forward refund requests received from end users to you (the vendor). We will send these requests to the Support email address you have listed on your account (we also CC the customer). It is important for you to respond to these emails from your support email address (for consistency and avoidance of refund issues). Additionally, it is best for system clarity, when vendors perform refunds themselves as that allows the vendor to add any refund comments (a comment box appears during the refund process) that may be useful for the vendor's future reference. The comments entered, when a vendor refunds an order, can be viewed by both MyCommerce and the vendor. To view comments that you made when making a refund, open the order and select the Activity Tab.

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Sales tax

MyCommerce is required to collect sales tax where applicable.

Note: We cannot refund tax only on an order.

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VAT (Value Added Tax) Fees

There was a change in the VAT laws effective 7-1-03 that requires MyCommerce to collect VAT from customers in the EU. VAT is an additional tax, similar to Sales Tax. The rate is variable and depends on the country in which the customer lives. The following countries are charged VAT:

Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, and The United Kingdom.

Because MyCommerce is the merchant of record for orders placed through our service, our information is used to determine if the dollar threshold has been reached that requires the collection of VAT.

Please note that DR MyCommerce, Inc. now has a legal entity within Ireland(DR MyCommerce Ireland Limited). Going forward, any transactions out of Ireland will now be treated as business-to-business(B2B) and must be charged VAT regardless of exemption status. We will not be able to place a VAT exempt order if the customer is located within Ireland.

Customers who are VAT exempt will want to enter their VAT ID on the Confirmation / Order Summary page of their order (in the box to the right of VAT Exemption ID) and then click on the Apply button. The customer needs to wait until their order total has been recalculated (zero rated for VAT) before they click on the "Place Your Order" button.

Note: We cannot refund VAT on a completed order.

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Customer requests for receipt/invoice

You can resend the customer their Transaction Receipt as described in "Resending Customer Emails" shown above.

Additionally, if the order was placed by credit card you can refer the customer to the below link to obtain a receipt/invoice (which, if the customer was charged VAT, will include MyCommerce's VAT details):

http://goto.mycommerce.com/order-search

At that link, the customer will need to enter their email address and the order number, or basic credit card details and the transaction date.

If the order was not paid by credit card then the customer should contact orders@mycommerce.com for assistance.

Below is text that you may copy and paste in to a reply to your customer to refer them to that link:

Please use the below URL to access the receipt/invoice:

http://goto.mycommerce.com/order-search

At that link, you will need to enter your email address and the order number, or basic credit card details and the transaction date.

Please contact MyCommerce (orders@mycommerce.com) if you encounter any questions when looking up your order.

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Customer inquiries about CDs handled through MyCommerce

Customers should allow 1-2 weeks to receive CDs sent to the US or Canada. All other locations should allow 2-3 weeks. If the customer has not received their CD after allowing adequate time for shipping then please ask the customer to contact our Customer Service Team (orders@mycommerce.com) so that we may verify their shipping address and assist them in receiving their CD.

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Customer needs license information from purchase of a product using SoftwarePassport Pro

There are two ways for customers to make a purchase of a product protected by SoftwarePassport in MyCommerce: Trialware purchase and Direct purchase. If the customer purchased through the trial (limited) version, on the final thank-you page of the order they will see a red Click Here to Activate link. Once they click that link, the license key will automatically inject. If, for some reason the customer does not click that link, you can find the license key by doing the following:

    • Look up the order in your control panel. Click on the Order ID > Click on the Order Item ID (for the product) > Select "View Entitlement" from the dropdown and click "Go!". You should then see the license key. This also applies to if the customer purchased the product directly from the website (and not the trial). If it is purchased through the trial, it will say "Trialware purchase".

If the customer purchased directly though the website, on the final thank-you page there will be a download link. The customer would then have to download the product and install. Once the product is launched after installation, the key will auto-inject.

Note: If a customer receives a "403 error" when trying to download, to fix this simply look up the order in your MyCommerce Control Panel. Click on the Order ID > click on the Order Item ID > from the dropdown select "rerun delivery" and then "reset download link". In order to avoid this situation, please make sure to use the same filename when updating the file in the Product File area (Catalog -> Components -> Product Files).

Note: If no license key has been generated, you can select "Deliver License Key" from the dropdown mentioned above. On the next page, enter the customer's hardware ID (they are provided with this ID on the Enter Key dialogue box in your product) and click "Deliver". A license key will then be sent to their email address.

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How to resend order notifications (to you, the vendor)

If you would like to resend an order notification to yourself, open the customer's order in your Control Panel and click on the blue hyperlink number showing below Recipient Address and below ID. This will open up the Order Item Detail page of the order. Click on the drop down box to the right of Actions, select Resend Vendor Notification and click on the Go button. The following confirmation message "The notification will be resent shortly." will appear in red font near the top of the Order Item Detail page.

HTTP Order Notices: For an example of an HTTP Order Notice (POST method), please click here.

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How to create a new License in case of an error (Re-Run Delivery)

If a license is generated with an error or was not assigned to the customer’s order, you can Re-Run the Delivery of the order. If you would like to re-run delivery, open the customer’s order in your Control Panel and click on the blue hyperlink number (next to the product name) showing below Recipient Address and Below ID. This will open up the Order Item Detail page of the order. Click on the drop down box to the right of Actions, select “Re-Run Delivery” and click on the Go button. The license information will be replaced in the Receipt Text towards the bottom of the Order Item Detail page. Please note, nothing will be sent to the customer when this feature is used. You can send the new code to the customer by resending the customer email as described in "Resending Customer Emails" shown above.

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Adding comments to an order

If you would like to add a comment to an order, open the order in your Control Panel, select Add Comment from the drop down box to the right of Actions and click on the Go button. A text box will appear in which you can enter your comment. Click on the Continue button when you are done. You can view your comment by clicking on the Activity tab in the order.

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Customer inquiry about Privacy Policy

MyCommerce's privacy policy is posted on our website at:

US: https://cs.mycommerce.com/privacy-policy/mycommerce/mcus

EU: https://cs.mycommerce.com/privacy-policy/mycommerce/mcie

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