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.
In the Classic Sellers Area you can access your sales information by logging into your account and then clicking on the ‘Search’ link next to ‘To find a Sale’ under the Helpful Links menu. Once on the Find Sale page you can search by sale number, by a customer’s e-mail address, or all sales in a specific date range. This can be further limited to refunded sales, or active recurring sales. Clicking directly on the ‘Find Sale’ button on this page will give you a full listing of all sales.More detailed sales reports can be download in the additional searches section accessed from the bottom of the Find Sale page. These reports are in a comma separated value format for ease of use with your favorite spreadsheet program.
In the new Vendors Administration Area, your most recent sales will be listed on your account homepage. You may also search for sales on the account homepage. To view all of the orders on the account, click the “Sales” tab on your account homepage and then click the “View” tab on the Sales page. You are able to view 20, 50 or 100 sales per page depending on the display you choose. The new Vendors Administration Area provides you with more search options, such as customer phone number and product ID. It also provides more functionality in the options that already exist. You will be able to search with limited information in the Customer Name, Customer Email and Customer Phone number fields. When searching using these fields, you may search with a minimum of three consecutive characters. Example: If a customer provided an email address of test@2Checkout.com, a supplier could locate the order by using the email search and entering test, or 2Checkout. You will still be able to search by a date range as in the Classic Sellers Area and will also be able to search for declined recurring orders.
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.
In all instances you should arrange to obtain signature confirmation when shipping tangible products. Chargeback disputes will not be entered into without this documentation and the product must also be shipped to the cardholder’s address - not a separate shipping location. To clarify, 2CO does not prohibit products from being shipped to a different address. However, the ability to dispute a chargeback is negated entirely if this is the case.
Please review the following articles for additional information on contacting 2CO, chargebacks and tools that can be used to minimize disputes:
What is a Bank Assisted Dispute (Chargeback)?
How can I help to reduce the number of customer disputes?
You can easily issue refunds or cancel orders through the admin interface of your account. First, you will need to reference the order in your account, this can be done by logging into your account homepage and selecting the “Search” option next to “To find a Sale” under the “Helpful Links” menu. Once you reference an order in your account you will have options that will allow you to refund the whole order, refund individual items or issue a partial refund.
To refund or issue a credit, logon to your Admin Panel under Sales Activity - Recurring Sales. Choose the Order # of the Sale you want to refund, and click on it. This will open the Order Details page. Scroll down to the bottom, choose how many installments you want to refund, then click Issue A Credit.
To stop a recurring payment, logon to your Admin Panel under Sales Activity - Recurring Sales. Choose the Order # of the Sale you want to stop, and click on it. This will open the Order Details page. Scroll down to where you see Stop Recurring Billing and click on that. Once you click it, your customers card will not be billed again. Keep in mind that it can not be undone!
2CO suppliers, in coordination with our Customer Care team, can attempt to limit refunds as per your stated product return or cancellation policy.
This policy should be easy to understand and clearly posted on your site. It should also be sent to 2CO via a ticket system request for notation on your 2CO account.
It is possible, however, for a customer to obtain a bank-initiated refund (chargeback) for six months after the date of the order. In some instances, this period can be extended to up to one year. It primarily depends upon the nature of the complaint and the card-issuing bank involved.
As a general rule of thumb, it is often in the best interest of both yourself and 2CO to issue a refund whenever it is apparent that no other action is going to satisfy the customer. The rules that govern transactions are written to favor the consumer in almost every instance.
For additional information on these topics please review the following articles:
What is a Bank Assisted Dispute (Chargeback)?
How can I help to reduce the number of customer disputes?
It normally takes 3-4 business days for the Credit Card company to update your balance and show the refund.
You can easily issue partial refunds for orders through the admin interface of your account. First, you will need to reference the order in your account, this can be done by logging into your account homepage and selecting the “Search” option next to “To find a Sale” under the “Helpful Links” menu. Once you reference a sale in your account, the option to issue a partial refund will be on the right hand side of the order details page and will read “Issue Partial Refund”.
If you are shipping expensive items, use a package service that provides proof of delivery. There will always be some customers out there who falsely claim that a package was not received (and occasionally there will be packages that truly are lost or stolen). Since you bear the responsibility for those losses, you should take care not to put large amounts of money at risk.
-Hint: The US Post Office provides insurance on packages for a small fee that has an effect of making the receiver of the package provide a signature to indicate that the parcel arrived undamaged. Signature confirmation is also available from other national and global carriers.
*Be accessible! Respond to 2CO requests for information promptly. Check your open issues at least once per day. Provide links to 2CO’s ticket system, open issue interface and telephone number as part of your ‘Contact Us’ page.
*Be sure that customers are completely familiar with your offering before they order. Thoroughly describe your offering, show photos, and disclose any important limitations. Ensuring the customer’s expectations match what arrives in the mail will save you and the customer time, money and aggravation.
To ensure that you are not operating in Demo Mode, please completely remove any instance of demo=, demo=Y or input type=hidden name=demo value=Y.
The demo mode is also controlled by an account level setting inside of your 2Checkout account. Log into your account and access the “Look & Feel” settings and be sure you have not selected for all sales to be demo sales with the Account Demo Setting option.
When using the Demo feature for testing purposes, please be certain to clear the cookies in your browser between tests to ensure the new account settings have been applied. For more information on clearing the cookies please click here.
If you are still having problems after completing these checks, please submit a tech support ticket.
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