Axigen Ordering FAQ

Online payments on axigen.com are processed by Avangate. Should you have any questions, after reading the FAQs, please contact Avangate.

Order

  1. How can I order?
  2. Is it possible for the delivery address to be different from the billing address?
  3. What happens after I place the order?
  4. How can I use a discount coupon?

Payment

  1. What payment methods do you offer?
  2. What cards do you accept?
  3. How do I receive the invoice?
  4. How can I cancel an order?
  5. My card was not accepted as payment method, although it is issued under one of the above mentioned international organizations. Why?
  6. What is CVV2 or CVC2?
  7. What is an embossed card?
  8. Are card details kept on Avangate servers?

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?

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 complete an order in the Avangate system, please fill in carefully all personal information requested in the order form. The e-mail address is very important, as this is where you will receive all details about your order, together with future notifications from the merchant. At the end of the order process you have the possibility to print the proforma invoice containing details about the transaction.

2. Is it possible for the delivery address be different from the billing address?

Yes, it is possible. In case you wish the products to be delivered at an address other than the billing address, you will have to specify this in the order form, and at the next step you'll be asked to enter the 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 the order information. The merchant will be notified of your order and, for physical products, these will be delivered (together with the invoice) at the provided address.

4. How can I use a discount coupon?

Discount codes are available only in the mentioned period and only for products mentioned by the merchant. If 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 enter this code. You will be able to see the discount at the next step.

Payment

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5. What payment methods do you offer?

Depending on the contract signed with the merchant, Avangate can offer following payment options: Credit/debit card (Visa, Mastercard, DinersClub, American Express and JCB) together with wire transfer.

6. What cards do you accept?

At this time, Avangate accepts Visa, Visa Electron, MasterCard, Maestro, DinersClub and JCB credit/debit cards, issued in any currency.

7. How do I receive the invoice?

The invoice will be sent by email for every order or by postal service upon your request.

8. How can I cancel an order?

To cancel an order made in the Avangate system, please contact our Customer Support department; please provide the order number together with the reasons for the cancellation.

9. 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:

  • Insufficient 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 authorize 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 them don't allow eCommerce transactions or limit the maximum value of the transaction. You have to call the issuing bank support number, using phone numbers provided on the back of the card. They are the only ones who can give you realistic information about the duration and causes of the incident.

10. 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, issued after January 1st, 1997 have a CVC2 code; all Visa cards issued after January 1st, 2001 have the CVV2 code.

11. What is an embossed card?

An embossed card is a card which has the identification elements (cardholder's name, card number and expiry date) marked in raised characters. This particularity allows this type of cards to be accepted also at ATMs and EFT/POS, together with print type terminals.

12. Are card details stored on Avangate servers?

No! For cards issued by MasterCard and VISA, card information is entered directly in bank's systems. For cards issued by other organizations, this information is encrypted using proprietary encryption algorithms, in environments physically separated from environments with online access. Information is stored only for the maximum possible duration for cardholder to request a chargeback.

Delivery

13. When will I receive the ordered product?

For physical products, delivery conditions are those displayed on the merchant's website. For virtual products, they will be delivered to your e-mail address.

14. What guarantees the delivery of products?

The delivery will be made on the terms you agreed to when you placed the order. The amount for the order will be transferred from your account only after the delivery confirmation.

15. Can I see the delivery status?

Yes, when the merchant delivers the products, you will receive a notification e-mail. Also, in the support section of www.avangate.com, you have the possibility to look-up an order, so that you can see exactly what its status is.

Support

16. 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

17. 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 +31 88 000 0008 or at support@avangate.com

18. 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.

Security and Privacy

19. How secure is the online transaction?

All transactions are made using a SSL connection (128 bytes) provided by Verisign.

20. 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 +31 88 000 0008 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. Avangate is legally empowered to collect personal data. For more details, please read our Security/Privacy policy.

4. Is my personal information private?

Yes, provided information will not be used for other purposes except issuing legal documents related to the transaction and communicating with Avangate or with the merchant you placed your order with.

5. Is card data kept on Avangate Servers?

No! For cards issued by MasterCard and VISA, card information is entered directly in bank's systems. For cards issued by other organizations, this information is encrypted using proprietary encryption algorithms, in environments physically separated from environments with online access. Information is stored only for the maximum possible duration for cardholder to request a chargeback.