| Q-01 : |
What is eShop ?
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| A-01 : |
Our eShop is an internet-based ordering and payment system which is open round the clock, round the year.
Apart from placing online orders, you can also view the current price list, check your order status, etc.
To visit the eShop, please click on the eShop link located at the top-right corner of any page of this site.
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| Q-02 : |
I want to buy some products / services. How to go about ?
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| A-02 : |
Please visit the eShop home page first.
Then add items to cart, enter your contact details, choose the mode of payment, confirm / log the order, and make the payment online or offline.
Your order gets executed after we receive the payment.
Now, let us explain these steps in detail.
Add items to cart:
On the eShop home page, please click on the appropriate item category link on the left margin to view the list of products / services under that category. You would see two items on the first page. To see other items in the category, please click on the appropriate link given above the product picture.
After locating the desired item, click on the picture / item title / 'Check Details / Add to cart' link to see the details. On the details page, click on the 'Add To Cart' link to pick the product / service. To add more items, repeat the previous steps.
After adding all the required items to cart, please click on the 'View Cart / Check Out' link.
Note: Please check the items and quantities in the cart and make necessary changes before proceeding to next step.
Confirm your order:
Please click on the 'Proceed To Checkout' link (button) to enter the customer details page.
Kindly enter your name, contact details and the preferred mode of payment. If you are placing order on behalf of your organization, please indicate that and enter your name and jobtitle alongwith the name and contact details of your organization. Also, you may type a message / delivery instruction (if any). Then click on the 'Proceed' link (button) to confirm the order.
Please check the entries on the Order Confirmation page and click on the 'Confirm Order' link (button).
Now, your order gets logged in our system, and an auto-generated order confirmation email containing the order ID and tracking password goes to your primary email ID.
Make payment:
If you choose to pay online by Credit Card / Debit Card / PayPal / Internet Banking, you will be redirected to the website of our ePayment gateway provider (ccavenue.com for buyers from India, and, paypal.com for buyers from other countries). You need to enter your card details etc. on the secure payment page (page URL starts with https://) to complete the transaction.
If you choose to pay online by bank-to-bank electronic fund transfer (EFT), please wait for an email from our sales team, with detailed instructions required for completing the EFT process. Then make the fund transfer as early as possible.
If you choose to pay offline by bank demand draft (also known as cashier's check) or 'At Par' cheque, please print / save the proforma invoice displayed on the screen. Then, make the demand draft / cheque and send to us by registered airmail / speedpost / courier alongwith a printout of the proforma invoice. Please ensure that your payment reaches us within 30 days from order date.
Product / Service Delivery:
Kindly note that product / service delivery takes place only after receiving the full payment.
If you place order for the download version of our products, we shall provide the download links and instructions by email within just six hours of receiving your payment. In case of CD versions, we shall send the CDs within two business days by speedpost (within India) or registered airmail (outside India).
If you have ordered for eServices, the concerned consultant shall contact you within two days of receiving the payments to commence the service.
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| Q-03 : |
Do I need to create any customer account before purchasing an item ?
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| A-03 : |
No. On confirmation of your order, you would receive an email containing the order ID and tracking password. Using these information, you can track the status of your order at the eShop for the next 90 days. Ofcourse, you can also contact us anytime to know the order status.
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| Q-04 : |
What is Verified by Visa / MasterCard SecureCode all about ?
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| A-04 : |
It is a service that lets you use a personal password / SecureCode with your credit card / debit card, giving you added assurance that only you can use your Card to make purchases over the Internet. It provides added assurance by authenticating the cardholder while using the Visa / MasterCard card to make purchases online. Even if you lose / misplace your credit card it cannot be misused online as the password is not present on the card.
This password system is managed by your credit card issuing Bank (such as ICICI Bank, HDFC Bank, CITIbank, HSBC Bank, Axis Bank, State Bank of India, etc.). You can set / reset the password yourself if you register your card for Verified by Visa / MasterCard SecureCode programme. If you have not yet registered your card, please visit the website of your card issuing bank now to complete the registration process. It is an online and instantaneous process that comes free of charges.
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| Q-05 : |
Is Verified by Visa / MasterCard SecureCode registration mandatory for Indian customers ?
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| A-05 : |
Yes. The Reserve Bank of India (RBI) has mandated that from 1st Aug 2009 all online credit card transactions require an extra level of verification. As a result, credit card issuing banks in India have implemented the Verified by Visa / MasterCard SecureCode password system. You will need this password to continue transacting online from 1st Aug 2009.
Note: Customers from other countries may also check with their card issuing bank to find out whether any such password system is in place in their country.
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| Q-06 : |
My order was logged, but online payment could not be completed. Should I place a fresh order ?
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| A-06 : |
Please do not place duplicate orders. Our sales executives are monitoring the orders round the clock. If an order is logged with online payment option, our executives would spring to action if the payment is not received within 30 minutes. Usually, we send an email invoice to your primary email ID with a payment link so that the customer can make the payment by clicking on the payment link. You may also contact our sales team by email / phone if you encounter any problem in order logging and/or online payment process.
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| Q-07 : |
I want to purchase some items for my company. What is the procedure ?
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| A-07 : |
Please mention your company's name and contact addresses in the customer details form and log the order first. Then make online payment using your credit card / debit card / PayPal funds / internet banking account and get the amount reimbursed by your company later. This is perhaps the least time-consuming option, especially when the amount involved is not much. In case of offline payment, send us a bank demand draft / 'At Par' cheque from your company. When we issue the final invoice, it would be in your company's name.
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| Q-08 : |
I want to pay by bank demand draft / at par cheque. Where to send my payment ?
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| A-08 : |
We have offices at Thiruvananthapuram (Kerala) and Kolkata (West Bengal) in India. Please send your demand draft / cheque to one of these offices. The addresses are mentioned in the 'Contact Us' page.
Customers from India are requested to send any letter / payment preferably through First Flight Courier / Desk To Desk Courier (DTDC) / Professional Courier / Speed Post (Indian Postal Department). These agencies have very good delivery infrastructure in both Thiruvananthapuram and Kolkata. Many other couriers operate through unreliable local agents which may cause undue delays.
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| Q-09 : |
How do I track my purchases ?
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| A-09 : |
On confirmation of your order, you would receive an email containing the order ID and tracking password. Using these information, you can track the status of your order at the eShop for the next 90 days. Ofcourse, you can also contact us anytime to know the order status.
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| Q-10 : |
Can I get a refund if I am not satisfied with a product ?
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| A-10 : |
We strive to ensure that every customer is satisfied with our products and services. However, if you are not satisfied with any of our products, please ask for a refund and tell us why you are not satisfied. We shall examine the case and refund the amount you have paid us for the item.
Note: Please ensure that your refund request (email request is also accepted) reaches us within three days of receiving the product download link or the CD. In case of CD, you must return the CDs with original packing as soon as you lodge a refund request. To send an online request for refund, please visit the 'Contact Us' page.
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| Q-11 : |
I want a practice session (test order). Am I bound to pay for test order ?
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| A-11 : |
No. If you are new to our eShop, you may want to place a test order to gain confidence. Before making a test order, you MUST inform us online by sending a request through online form in the 'Contact Us' page. Also, while entering customer details during test ordering process, you must mention 'Test Order' in the message field. If you have also made any payment against the test order, we shall refund the money.
Note: If your test order was successful and you want us to treat it as normal order and process further, please inform us immediately.
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| Q-12 : |
How to cancel my order ?
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| A-12 : |
If you have placed an order by mistake and wish to cancel it, you must inform us immediately by email / phone. To send an online request for order cancellation, please visit the 'Contact Us' page. Kindly bear in mind that, once an order is taken for execution we cannot stop it.
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