The email notifications are Auto Sent. There has been no trouble with our Auto Sender. Unfortunately, many SMTP servers have anti-Spam filters on them that search out certain words (Sale, Selling, Sold, !!) and then deem that mail as Spam.

If you aren’t receiving sales emails you may want to create a new user that can also receive your confirmation emails to ensure the issue isn’t with the email address you had previously provided.

After you have logged in you will need to click the Account tab on the home page and then click the User Management sub-tab on the Account page. On the User Management page, click the Create Username link on the right side of the page. You will then fill in all the fields on the Create Username page and click the Create Username button at the bottom of the page. After you have created the new username, you will be directed to the Edit User page and you will be able to select the users access level and the email subscriptions for the new user. Please be certain the email address on the new username is from a different domain that that on the original username. If one email address receives the confirmation and the other doesn’t that will confirm that it is a problem with the email account.

You and the customer will receive complete details of the products, prices and quantities purchased, along with any applicable shipping charges, and the total value of the purchase. The email will contain the buyer’s name, address, email address and an order number for reference. The email also contains your company’s contact and website information, so the customer may reach you.

2CO strongly encourages you to take advantage of our Customer Care team. A link to our ticket system or our toll-free 800 number can be posted on your website. As you are notified as to any inquiry or dispute that is brought to our attention this essentially provides you with a multi-level customer service department that is available seven days a week.

2CO requires all suppliers to clearly and concisely post the terms under which a product can be returned for full credit or a recurring billing cycle can be terminated. The policy should be clearly posted, easy-to-understand and provided to our Customer Care team for posting on your account. Only by requesting that the policy terms be included in our internal administration system can we be assured of notifying any customers as to terms that may be specific to a product or service supplied to us.

In most instances you will be notified as to any inquiry or complaint associated with the product you are supplying. If, however, 2CO determines that a failure to quickly cancel or refund a transaction would result in more harmful and costly chargeback procedures than it is likely that a refund or cancellation with be immediately transacted.

A chargeback is a forced refund from a bank/credit card provider. Each credit card provider has different policies and regulations regarding chargebacks. Please contact 2Checkout.com’s Dispute Department at chargeback@2CO.com for further assistance or review the following articles for additional information on chargebacks and tools that can be used to minimize disputes.

To issue a partial or full refund on a recurring sale, you will need to login to your account at https://www.2checkout.com/va/. From here you can click on the “Sales” tab near the top of your account homepage and then select the “List” sub-tab. You can then click on either the sale number you wish to cancel/refund under the sale list or use the “Sale Search” form to search for an order.

To refund the entire sale, click on “Refund Sale” on the top left of the sales details page. To issue a refund for an individual installment, you will need to click on the “Refund” link listed under the refund column for the invoice. There will be an invoice entry for every installment. When issuing a refund you will be required to select a reason for the refund, enter a comment and click on submit refund. To cancel the recurring billing click on the “Stop This Recurring” link listed by the product name.

Please note: The refund option may not be displayed on a sale based on the following criteria:

• Your username does not have authorization to issue refunds (basic editing access).
• The sale is over 60 days old.
• The invoice has no balance left to refund.
• For a line item refund, the line item has already been refunded.
• For a line item refund, the line item amount is more than the
  remaining balance on the invoice (this can happen on an invoice with one
  line item and a coupon or on an invoice with a partial refund).
• It’s an online check order that has not been deposited.

Please feel free to contact us directly for refund assistance.

If you are a customer who has a recurring service that is billed through 2Checkout.com you will wish to contact 2Checkout.com directly by clicking here.

It normally takes 3-4 business days for the Credit Card company to update your balance and show the refund.