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SIRWILL E-SHOP | Frequently Asked Questions


Q-01 : What is eShop ?

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 / bids, you can also view the current price list, check your order / bid status, etc.

To visit the eShop, please click on the eShop link located at the top-right corner of any page of this site.

Q-02 : What is the difference between an Order and a Bid ?

A-02 : We have recently introduced a discount bid system in our eShop.

If you feel that the price is right and affordable, you may choose to place an order and pay the list price immediately. You don't have to wait for our sales team's response to complete the payment process.

However, if you are looking for some discount on list price, the system would allow you to place a 'Discount Bid'. You may choose a discount ranging from 1% to 40% from a drop-down list. Some of the common reasons for asking a discount are: shipping discount on purchase of multiple CDs, re-seller discount on bulk purchases, list price above your budget, you want only a portion of an eConsulting service package, and, so on. When you place a discount bid, it is subject to review and acceptance / rejection by our sales team. If you write a short message (in the buyer message field) about your reason(s) for bidding, that could help our sales team to consider your bid more favourably. If your bid is accepted, you would receive an email with payment instructions to complete the transaction. This bid system is similar to the 'Best Offer' feature that you would find at online shopping sites like the eBay.

Q-03 : In case my bid is not accepted, what options do I have ?

A-03 : If your bid is not acceptable, our sales team would place a counter-bid before you. This shall be communicated by email within 24 hours. If you find our counter-bid acceptable, you need to confirm the acceptance by email so that our sales team could guide you to complete the payment process.

Q-04 : I want to buy some products / services. How to go about ?

A-04 : Please visit the eShop home page first.

Then add items to cart, enter your contact details, choose the mode of payment, choose whether to place order / bid, confirm / log the order, and make the payment online or offline (for orders and accepted bids).

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 Quick Link given above the product picture.

After locating the desired item, click on the picture / item title / 'View Item Details / Add To Cart' button to see the details. On the details page, click on the 'Add To Cart' button 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' button.

Note: Please check the items and quantities in the cart and make necessary changes before proceeding to next step. If you want to remove any item from the cart, please enter its quantity as 0 (zero) and click on the 'Update' button.

Confirm your order / bid:

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 / bid 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). If you want to place a bid, please select the bid option and choose the discount(%) you are looking for. Then click on the 'Proceed' link (button) to confirm the order / bid.

Please check the entries on the Order / Bid Confirmation page and click on the 'Confirm and Proceed' link (button).

Now, your order / bid gets logged in our system, and an auto-generated order / bid confirmation email goes to your primary email ID.

If you have placed a bid, please wait for an email from our sales team (within 24 hours) to know whether your bid is accepted. You can proceed to make payment if and only if the bid is accepted.

Make payment:

Online payments from Domestic customers shall be processed through ccAvenue.com (India's most trusted e-Payment processor). You can make instant payments with credit card / debit card (VISA / AmericanExpress / DinersClub Card / JCB Card) or ITZ Cash card or internet banking accounts (covering most of the Indian banks) supported by ccAvenue.com.

Online payments from International customers shall be processed through PayPal.com (PayPal Inc., the world's largest e-Payment processor, is an eBay company). You can make instant payments with credit card / debit card (VISA / MasterCard / American Express / Discover) or PayPal account or internet banking accounts supported by PayPal.

If you place an order and opt to pay online, you shall be directed (within seconds) to the secure server (https://) of either ccAvenue.com or PayPal.com for instant payment processing.

If you place a bid, our sales team shall review and decide whether to accept it. If your bid is accepted, we shall send an eInvoice through PayPal.com / ccAvenue.com to your primary email ID. You need to open the email and click on the payment link to visit PayPal.com / ccAvenue.com website and complete the online payment process.

Please select Electronic Fund Transfer (EFT) if you wish to make bank-to-bank fund transfer. Our bank account can accept payments in Indian Rupees (INR) or US Dollars (USD).

If you place an order (or if your bid is accepted), please wait for an email from our sales team explaining the EFT process (with details of our bank account). Kindly follow the instructions and make the EFT payment.

Note: EFT is very convenient and cost-effective for Domestic customers (individuals and corporate bodies). However, cross-border EFT (from International customers) is NOT cost-effective while sending very small amounts.

If you choose to pay offline by bank demand draft (also known as cashier's check) or 'At Par' cheque, a Proforma Invoice shall be displayed on the screen. (In case of bids, there shall be no proforma invoice display. Please wait for an email response from our sales team.)

Please save the Proforma Invoice as an HTML file (or take a print-out) first. Kindly follow the instructions given in the Proforma Invoice and send us your Bank Draft / Check by speed post or courier.

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 (2) 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 payment and start the service.

Q-05 : Do I need to create any customer account before purchasing an item ?

A-05 : No. On confirmation of your order / bid, you would receive an email containing the Order / Bid ID and tracking password. Using these information, you can track the status of your order / bid at the eShop for the next 90 days. You can also contact us anytime to know the order / bid status.

Q-06 : What is Verified by Visa / MasterCard SecureCode all about ?

A-06 : 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 (chosen by you) 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.

Q-07 : Is Verified by Visa / MasterCard SecureCode registration mandatory for Indian customers ?

A-07 : 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.


Q-08 : My order was logged, but online payment could not be completed. Should I place a fresh order ?

A-08 : 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.

Q-09 : I want to purchase some items for my company. What is the procedure ?

A-09 : Please mention your company's name and contact addresses in the customer details form and log the order / bid 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 small. If your company's bank accounts are internet-enabled, you can transfer funds from your company's bank account to our company's bank account electronically. 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.

Q-10 : I want to pay by bank demand draft / at par cheque. Where to send my payment ?

A-10 : Our office is in Thiruvananthapuram (Kerala, India). Please send your 'account payee' demand draft / cheque to this office only. The address is mentioned in the 'Contact Us' page.

Customers from India are requested to send any letter / payment preferably through Speed Post (Indian Postal Department) / Desk To Desk Courier (DTDC) / BlueDart Courier / First Flight Courier. These agencies have very good delivery infrastructure in Thiruvananthapuram.

Q-11 : How do I track my purchases ?

A-11 : On confirmation of your order/ bid, you would receive an email containing the order / bid ID and tracking password. Using these information, you can track the status of your order / bid at the eShop for the next 90 days. You can also contact us anytime to know the order / bid status.

Q-12 : Can I get a refund if I am not satisfied with a product ?

A-12 : 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 also 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.

Q-13 : I want a practice session (test order). Am I bound to pay for test order ?

A-13 : No. If you are new to our eShop, you may want to place a test order / bid to gain confidence. However, while entering customer details during test ordering / bidding process, you MUST mention Test Order or Test Bid 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 / bid was successful and you want us to treat it as normal order / bid and proceed further, please inform us immediately.

Q-14 : How to cancel my order ?

A-14 : 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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