• Overview
• Using the Shopping Basket
• Example of a Successful Order
• Order Status
• View Previous Orders
• Reordering
• Using the Mini-Cart
• Coupons
• Shipping to multiple different recipients
• Instant Checkout (QuickBuy)
• Changing Credit Card Information
• How to tell if a webpage is secure
• Credit Card Security Codes
• Billing Information
• How to Modify or Delete an item in the basket
• Basic Guidelines
• New Customer Account
• Logging-in
• Changing your Log-in
• Password Recovery
• Order Retries
• Placing the Order
• File Uploader Tool
• Your browser must have JavaScript & Cookies enabled
• Deleting Cookies
• Browser Requirements

The 3 Easy Steps for Ordering...

Step 1: To add items to your shopping basket click on any of the "add to basket" or other ordering buttons.

• All the Items you have selected are displayed in the shopping basket. If you do not see your item(s) in the basket then you may have a browser that is not correctly configured.
• If you see an Instant Purchase button then you can complete your order immediately by pressing the button (this is called QuickBuy).
• Press the Continue Check Out button. This will take you to the shipping address page.

Step 2: Enter your shipping address.

• Enter or correct the shipping address information on the form (if needed).
  Optionally you can ship your items to several different addresses.
• Press the Continue Check Out button. This will take you to the billing information page.

Step 3: Fill in your billing information (billing address, e-mail address, and credit card).

• When you have finished entering your billing information, press the Continue Check Out button. This will complete your order.
• You will be e-mailed an e-receipt for this order. If your order can be downloaded, a download link will be included in the e-receipt.

Hint: You should never use a browser's "Back or Forward" navigation buttons when working on any shopping basket. These browser buttons load a page from your computer's memory and not a fresh page. You should always use the SendSafe Return to Prior Page or Continue Checkout buttons which will always load a fresh page.

Example of a Successful Order

When an order has been successfully processed you will see information similar to the illustration below.

The hyperlink "click here for a printable e-receipt" provides an e-receipt which contains every piece of information about your order. It is recommended that you print or save a screen copy of this e-receipt.

Order Processing Status: Finding the word "complete" in this status message indicates that your order has been completed and that an e-receipt has been successfully e-mailed to your address. If you find the word "retry" in the status message this means the system is retrying your order (see: order retry for more information).

Order Transaction Number: This number is unique to your order and can be used to retrieve information or as a reference number should correspondence be required.

Order Confirmation to: This is the e-mail address to which the e-receipt was sent.

Order Posted: This is the date and time that the order was submitted.

Charge Approval: This field must include the word "approved." If you do not see the word "approved" this means the bank did not authorize the charge.

Optional: How to ship your items to several different recipients.

The ability to ship to multiple addresses is not available on all sites. If this ability is available, on the Shipping Address Page you will see a checkbox that reads "ship each item separately to different recipients" (example of what to look for).

Shipping to multiple different addresses is called multi-address mode. If you select multi-address mode, everything in the basket will be separated into individual line items with a quantity (1) for you to edit and ship to separate addresses. Shipping costs are calculated with each item being shipped in a separate box. It cost more to ship items to multiple addresses than a single address.

If you unselect multi-address mode, all the different shipping addresses will be removed and replaced with the address of the first item in the shopping cart. Shipping will be calculated with many items packed into a single box with a single address which lowers shipping cost.

How to use ship to multiple recipients:

1. On the shipping address page click on the "ship each item separately to different recipients" check box.
2. Click the button next to the 1st item in the shopping basket.
3. Fill in the shipping information then press the Save Changes  button.
4. Repeat steps 2 & 3 for the remainder of the items. 
5. When you have finished addressing all your items, press the Continue Check Out button. This will take you to the billing information page.

The name and zip code displayed below the Instant Checkout button is the name and zip code from the shipping address where the selected prior order was shipped. Your "Instant Purchase" order will be shipped to this same address. Shipping address changes made in the MyAccount page will not change this address.

Selecting other entries from the drop down list can result in both different shipping addresses and different credit cards being used. As different entries from the list are selected, you may see the name and zip code change to indicate where that order had been shipped (if the address is different).

**Only on the Billing Information page can you use "Instant Purchase" to ship an order to an address other than the corresponding address in the drop down list.

QuickBuy takes the information you entered during your last purchase and uses that information to complete your order. Your order can be sent to the same address and will be billed with the same billing information (credit card and billing address).

After completing a QuickBuy, you will be e-mailed a receipt. For security reasons we only use billing info and email confirmation addresses that were successfully used in previous orders. If your order included items which will be downloaded, instructions and passwords needed to perform the download will be included in the e-mail receipt.

• Coupons can be used with QuickBuy Instant Checkout. Just cut & paste the coupon number into the entry field directly below the Instant Checkout button. Your e-receipt will contain information showing how the coupon was applied to your order.

• When using QuickBuy on the Billing Information page, any coupon number entered on the page will be applied to your order.

Entering New Credit Card Information

New credit card information used by QuickBuy is entered automatically and updated with every purchase you make and can also be updated on the MyAccount page.

If you wish to use new credit card information, you can change it on the MyAccount page or when making a purchase. If you wish to change the credit card while making a new purchase, do not use quick buy and instead proceed through the checkout process and enter new credit card information on the “Billing Information” page. This new information you entered will be used for all future quick buys.

To enter a new credit card on the MyAccount page:

1. Enter a new credit card number (this must be done even if you are changing only the expiration date)
2. Enter an expiration date
3. Select a credit card type from the dropdown (visa, mc, etc.)
4. Enter your security code. Security codes are not stored but are needed to validate your new credit card number.
5. Press the Save Changes button at the bottom of the page
6. You will be sent an email once your new credit card information has been validated.

Credit Card Security Codes

Credit card security codes are numbers found on the back of your Visa/Mastercard or on the front of your American Express card. Please copy this number into the security code entry field on the SendSafe billing page.

Security codes are not stored in any database and can only be found on the original card. The security code is called a CVV2 code on Visa, a CVC2 code on Mastercard, and a CID code on American Express.

Billing Information

The total cost for your order is displayed on the Billing information page. If items are being shipped to several different addresses, some may have sales tax applied while other item may not have sales tax applied. Sales tax is charged if the order is being shipped to states where the company has a business presence.

Shipping costs may be calculated based on distance from the company's shipping dock to the address of an individual item. If you have entered several different addresses for your items, the shipping charges for each item may vary.

An order cannot be placed unless you enter a valid e-mail address. This e-mail address will be used to send order confirmation to you. This e-mail address may also be used to verify your identity.

How to tell if a webpage is secure

A secure webpage is a webpage which is encrypted. A secure page makes it safe to enter credit card information without concern that someone – other than the intended recipient – will see your information.

Entire Sites are not secured by encryption, only specific critical webpages on a secure site are secured by encryption. The credit card entry page and password entry pages are typically the only encrypted pages on a secure site.

You can tell if a webpage is secure by looking for https:// in the URL and looking for the little gold lock at the bottom of the webpage. See example below:

In the browser URL line look for https:


At the bottom of the browser look for the little gold lock:

Coupons

Coupon numbers are entered into a field just above the credit card number on the billing information page (see below) or into the Instant Purchase coupon entry field if you are using Instant Checkout.

It is strongly recommended that you "Cut & Paste" the coupon number from the coupon into the form. Trying to type in a coupon number one character at a time is prone to error. For example it is easy to mistake the letter 'O' for the number zero '0' or the lower case letter-L 'l' with the number one '1'.

The estimated discount will be displayed once you press the Apply Coupon button. Your total order amount may be zero if the coupon covers the entire cost of the order.

The coupon discount will be applied once the order is fully processed and the coupon is validated by the server after the order has been submitted. Check your e-receipt which will be sent to you. This e-receipt will show the actual charges adjusted for coupons.

Some coupons are good for the entire cost of the order. If the total cost displayed on the billing page is zero, you do not need to enter a credit card number. You can still provide a credit card number if you have any uncertainly whether the coupon will cover the total cost of the order or shipping charges. This will prevent any delays in processing your order. Your credit card will only be charged for any remaining costs after the coupon has been applied.

You can enter more than one coupon number separated by commas. If you do enter multiple coupon numbers, the coupons do not have to be for the same dollar amount but all the coupons must be redeemable for the same group of products and all coupons must be for the same kind of discount i.e. all must be the same percent off or the same buy one get one free offer. You can enter no more than 4 coupons at a time for a maximum of a 100 characters including commas.

Placing the Order

When all information is complete and accurate PRESS the blue Continue Check Out button. This will complete your purchase. If all the required information has not been entered you will get an error message explaining what needs to be completed.

You will receive a confirmation of your order by e-mail. This confirmation will include an order number and a copy of your order (minus credit card number information). Please check the confirmation copy for accuracy and immediately report any mistakes by return e-mail.

Logging-in or Creating a New Customer Account

For New customer: SendSafe will not recognize you and display two options: "I am a returning customer" or "I am a new customer"  (see entry form example below ). At this time you should fill out the "I am a new customer" form to create a new customer account. Creating a new account is fast and very easy. SendSafe will do everything automatically. You should pick a username and password that is easy to remember then press the Create Account button.

If SendSafe displays a message that reads: "The User Name or Password you chose is not available" this means someone else has already selected either the same user name or password; please try both a different username and a different password.

Requirements:

1. Both the username and the password must be unique and not already selected by another customer.
2. Usernames and passwords must be at least the minimum number of characters defined next to the field and no more than 20 characters in length.
3. Usernames must be limited to alphanumeric characters and the '@' sign and the dot '.' (no spaces).
4. Passwords must be limited to alphanumeric characters (i.e. 1234567890abcdefghijklmnopqrstuvwxyz.).
5. The following characters are not allowed for Usernames or passwords: ! ; | " ' or spaces.

Hints and tips:

• SendSafe will give you five tries to choose a username and password that are not already in use. If you exceed five tries, you will have to shut down your browser and then restart it to get another five tries.
• The "Save My Log-in" checkbox controls how your log-in is saved. Select the "Save My Log-in" checkbox if you want the computer to remember your User Name and Password. This will enable automatic "log-in" on your next visit to this website.
• The "Hide Password" checkbox controls whether you can see the password you are typing or if the password is masked with “ * “ characters as you type.
• It may be easier to remember your Username if you make it your e-mail address (i.e. john@aol.com) or your complete first and last name  (no spaces).
• You can change your password at anytime on the MyAccount page.

*If the system does not automatically recognize you in the future, you will need your username and password to login as a returning customer.

For Returning Customer: If you have placed orders before, you should log-in with your username and password. If you do not remember your username and password, do not create a new account; instead use the password recovery option to get a copy of your username and password e-mailed to you.

The reasons SendSafe may not have recognized you as a returning customer automatically are:

1. You are using a new computer
2. You have not selected the "Save My Log-in" checkbox
3. You have deleted the cookies on your computer.

• SendSafe will give you five tries to login. If you exceed five tries, you will have to shut down your browser and then restart it to get another five tries.

• The "Save My Log-in" checkbox controls how your log-in is saved. Select the "Save My Log-in" checkbox if you want the computer to remember your User Name and Password. This will enable automatic "log-in" on your next visit to this website.

• The "Hide Password" checkbox controls whether you can see the password you are typing or if the password is masked with “ * “ characters as you type.

To change your login go to the MyAccount page. At the top of this page you will find entry fields for user name and password. You can change the user name, the password, or both.

1. Enter a new user name and/or password into the MyAccount page
2. Press the Save Changes button at the bottom of the page
3. Your new password is now set

Password Recovery

If you have forgotten your username and password, you can use the password recovery option. This option will e-mail a copy of your username and password to the e-mail address on-file. The process is quick and easy. It will take less than a few minutes to receive your username and password by e-mail. Click on the hyper link for Password Recovery. This hyper link can be found below the log-in entry form.

To protect your account, your are required to enter some information (see list below). This information is used to recognize you. Your username and password will be e-mailed to the address on-file.

Full Billing Name used on last order:

This is the full name on the credit card you used to make your most recent completed purchase.

E-Mail Address Used to place last order:

This is the e-mail address that was entered during your most recent completed purchase. Do not enter a different e-mail address. This field is not used to select an e-mail address to which you would like your username and password sent. Passwords will only be e-mail to the address used for your last completed order.

View Previous Orders

You can view previous orders by going to the Order Status page. A link to this page can be found on the MyAccount page.

Clicking on any of the hyperlinks in the order status window will load a printable copy of the e-receipt for the order along with shipping status. This e-receipt contains all the information in the system about the order.

Reordering

Using the Reorder page, you can quickly reorder items that you have previously purchased. A button which loads the Reorder page is located at the top of your MyAccount page.

The recorder page list all items which can be reordered. On the right side of the page is a shopping basket window which shows what you have in the basket. You add items to the basket by clicking on the "Add" button located to the left of each item. You can find out more about each item in the list by clicking on the hyperlink for the name of the item. When you have entered all the items you want to reorder, you can proceed directly to checkout by pressing the "Continue Checkout" button. You can also add other items to the basket using normal store shopping activities.

Order Status

You can obtain the status of your current orders on the Order Status page. A button which loads the Order Status page is located at the top of your MyAccount page.

Check the "shipping" column to find out if your order has shipped. If you find a tracking number then you know your order has shipped and you can use this number to lookup tracking information on the carrier's website. You may also find a note in the shipping status column.

Using the Mini-Cart

A miniature shopping cart is displayed on some sites. This mini-cart allows you to see your oder as you put items into the cart.

The cart displays a few items on each page More pages are viewed by clicking the page numbers at the top of the mini-cart. If no number are visible then there is only one page.

Pressing the checkout button lands you directly to the shipping page of the checkout process.

The quantity for each line item is displayed and the total amount of the items in the cart is displayed at the bottom.

Items can be deleted from the cart by pressing the .

An empty cart will display an error message if the checkout button is pressed.

Order Retries

A bank or its intermediary which approves your credit card charge can experience network outages. These outages will result in the e-commerce system not being able to authorize your order at that time. The e-commerce system will recognize this outage and will retry authorization later. The e-commerce system will retry the authorization for three days before giving up. It is very rare that an order in retry fails. If all reties fail then the e-commerce system will e-mail an e-receipt to you indicating that the order has not been completed.

Never submit a follow up order until you receive an e-receipt stating that the initial order has failed to process and that no more retries will be attempted. Submitting additional orders before you receive confirmation that an initial order failed, can result in duplicate orders should the initial order ultimately succeed in processing.

File Uploader Tool

The file uploader tool is a simple to use program that uploads files such as images or documents to the website. The file uploader opens a pop-up window from which you select a file to upload. Pop-up blockers must be disabled for this window to open.

When uploading images:

1. Pop-up blocking must be disabled. This is very important.
2. Pictures must be at least as large as the dimensions listed for that picture. Images will be resized after they are uploaded. If the final resized image exceeds the specified width or height by more than 10% then the image will be cropped as well as resized.
3. 1 meg max for each picture file
4. Unique name for each picture file
5. No spaces and no punctuation marks other than dots can be used in file names
6. Picture files can only be in these formats: jpg, gif, or png.

Browser Requirements

Your browser must have JavaScript & cookies enabled. The officially supported browsers are Microsoft Ver 4.0 or greater and FireFox 1.x or greater. 100% compatible browser from another manufacturer may work but are not supported.

Browser settings for JavaScript & Cookies

Your browser must have JavaScript & Cookies working correctly. If JavaScript or Cookies are not enabled and working correctly then you will not be able to use the order forms. The officially supported browsers are Microsoft Ver 4.0 or greater and FireFox 1.x or greater. 100% compatible browser from another manufacturer may work but are not supported.

*Symptoms of Cookies not being enabled are:

1. Items are disappearing from your shopping basket.
2. You are asked to log-in more than once.
3. After something is just placed in the shopping basket, the basket appears empty.

*Symptoms of JavaScript not being enabled are:

1. Clicking on a button does nothing or does not advance to the next page.
2. You are unable to proceed to the next step in checking out.
3. Clicking on a button causes a browser error message to appear in a pop-open window.

Instructions for enabling JavaScript and cookies in various browsers are listed below. If your browser is not listed please check the documentation from the browser manufacturer.

Here are the common reasons why cookies may not be working in your browser:

1. Multiple copies of the same browser are running on the same computer and one browser instance is stepping on the cookies saved by a different instance of the browser.
2. The computer is intermittently running out of cookie space allocated by your browser or security program.
3. The browser is configured to only save session cookies
4. The browser is configured to block some cookies (security settings).
5. The browser is set to a privacy setting that blocks some cookies.
6. The computer is running some type of cookie killer or control program.
7. The computer is running a security program that blocks some cookies.
8. The computer is running a security program which is configured to perform real-time scanning and/or blocking of web activity.
9. The computer is running a Popup blocker program that also blocks or effects some cookies.
10. The browser installation is partially broken and is not saving cookies all the time.
11. The computer is intermittently running out of free disk space.
12. A firewall is intermittently blocking connections.
13. An intermittent internet connection.

Here are the common reasons why JavaScript may not be working in your browser:

1. Your browser is configured to block JavaScript Execution.
2. You are running some type of "Pop-Up Window" killer program which has partially broken or blocked JavaScript operation.
3. You are running a security program that blocks JavaScript.
4. Your browser installation is partially broken and is not correctly running JavaScript or is using the wrong JavaScript runtime.

*The most common cause of a broken JavaScript runtime is that a program was recently installed on your computer which broke or effected JavaScript operation.

Setting JavaScript in Microsoft I.E. 5.0 and 6.0 browsers

1. Open the 'Internet Options' dialog
   
2. Select the 'Security' tab
3. Press the 'Custom level' button
4. Locate the 'Scripting' outline item
5. For 'Active Scripting' select the enabled option.
6. To make sure all settings are accepted by the web pages, shutdown browser and restart browser
7. See also General Computer Setting changes which will improve JavaScript operation

Setting JavaScript in Netscape 4.7 and 6.0 browsers

1. Open the 'Edit' menu
2. Select 'Preferences'
3. Click on the 'Advanced' item in the outline
4. Place a check mark next to 'Enable JavaScript for Navigator'
5. To make sure all settings are accepted by the web pages, shutdown browser and restart browser 
6. See also General Computer Setting changes which will improve JavaScript operation

Setting Cookies in Microsoft I.E. 6.0 browsers

  Part 1

1. Open the 'Internet Options' dialog
   
2. Select the 'Privacy' tab
3. Press the 'default' button OR set security slider to medium
   
4. To make sure all settings are accepted by the web pages, shutdown browser and restart browser 

*If you are setting your privacy settings to something other than default, then you must allow 1st party cookies. Setting the privacy to "HIGH" or above will disable session cookies.

  Part 2

1. Open the 'Internet Options' dialog
   
2. Select the 'General' tab
3. Under the "Temporary Internet Files" section Press the 'settings' button
4. Under the "Temporary Internet Files Folder" section make sure you have a reasonable amount of space set for temporary files (200M should be more than adequate for web browsing).
5. See also General Computer Setting changes which will improve cookie operation

Setting Cookies in Netscape 6.0 browsers

1. Open the 'Edit' menu
2. Select 'Preferences'
3. Double Click on the 'Privacy and Security' item in the outline
4. Click on the 'Cookies' item in the sub-outline
5. Select either the 'Enable all cookies' or 'Enable Cookies for Originating website' options
6. To make sure all settings are accepted by the web pages, shutdown browser and restart browser 
7. See also General Computer Setting changes which will improve cookie operation

General Computer Setting changes which will improve cookie operation

1. Turn off all after-market cookie management programs OR configure the program to allow cookies for this site.
2. Turn off all after-market Pop-up blocker programs.
3. Make sure that any personal security of firewall programs have cookies enabled for this site.
4. Check to make sure you have not run out of disk space on any of your drives (c:, d:, e:, etc.).

General Computer Setting changes which will improve JavaScript operation

1. Turn off all after-market Pop-up blocker programs.
2. Make sure that any personal security of firewall programs have Active Scripting, Scripting, and JavaScript enabled and (or) allowed.

Deleting the SendSafe Cookie

To delete the cookie created by SendSafe follow the steps listed below for your specific browser and operating system. If your browser and operating system is not listed then you will need to consult the on-line help or technical documentation for your specific installation.

There is one active cookie per web site (though some browsers keep a few older backup copies of a cookie). Warning! Deleting your SendSafe cookie will prevent QuickBuy from working and you will be required logon to the web site the next time you visit the e-store. Deleting this cookie may also delete other information saved for the e-store's web site.

For Internet Explorer 5.x and 6 for Windows 98, Windows 98 Second Edition, Windows Millennium Edition, Windows NT 4.0, Windows 2000:

1. Start Internet Explorer.
2. On the Tools menu, click Internet Options, and then click the General tab.
3. In the Temporary Internet Files section, click Settings.
4. Click View Files.
5. On the View menu, click Details.
6. Click the Internet Address column header, and find the cookie file for the e-store's web site.
   For example, a cookie may be named similar to the following name: <Window's logon username>@<Web site domain name>[Revision#].txt
   For Example if your Window's logon name is JohnSmith AND the web site is www.mybiz.com THEN the cookie will be named:
   JohnSmith@www.mybiz[1].txt or JohnSmith@www.mybiz[2].txt or something very similar.
7. Find the appropriately named file and delete it.

Internet Explorer 4.x for Windows 95, Windows 98, or Windows NT 4.0:

1. Start Internet Explorer.
2. On the View menu, click Internet Options, and then click the General tab.
3. In the Temporary Internet Files section, click Settings.
4. Click View Files.
5. On the View menu, click Details.
6. Click the Internet Address column header, and find the cookie file for the e-store's web site.
   For example, a cookie may be named similar to the following name: <Window's logon username>@<Web site domain name>[Revision#].txt
   For Example if your Window's logon name is JohnSmith AND the web site is www.mybiz.com THEN the cookie will be named:
   JohnSmith@www.mybiz[1].txt or JohnSmith@www.mybiz[2].txt or something very similar.
7. Find the appropriately named file and delete it.

Internet Explorer 3.x for Windows 95 or Windows NT 4.0:

1. Start Internet Explorer.
2. On the View menu, click Options, and then click the Advanced tab.
3. In the Temporary Internet Files section, click View Files.
4. Click the Internet Address column header, and find the cookie file for the e-store's web site.
   For example, a cookie may be named similar to the following name: <Window's logon username>@<Web site domain name>[Revision#].txt
   For Example if your Window's logon name is JohnSmith AND the web site is www.mybiz.com THEN the cookie will be named:
   JohnSmith@www.mybiz[1].txt or JohnSmith@www.mybiz[2].txt or something very similar.
5. Find the appropriately named file and delete it.

Internet Explorer 4 or 5 for UNIX on HP-UX or Sun Solaris:

1. Change to the .microsoft folder in the user's home folder.
2. Change to the cookies folder in the .microsoft folder.
3. Find cookie file for the e-store's web site and delete it.
   For example, a cookie may be named similar to the following name: <Window's logon username>@<Web site domain name>[Revision#].txt
   For Example if your Window's logon name is JohnSmith AND the web site is www.mybiz.com THEN the cookie will be named:
   JohnSmith@www.mybiz[1].txt or JohnSmith@www.mybiz[2].txt or something very similar.

Netscape 6.x on most operating systems:

Unlike Microsoft Internet Explorer which only allows deletion of a web site's cookie in its entirety, the Netscape browser allows you to delete individual "cookie entries" for a web site. This means the browser displays multiple entries for a given web site even though there is only a single cookie for that web site. You must be careful to delete all the individual "cookie entries" for the web site.

1. Start Netscape browser.
2. On the Edit menu, click Preferences.
3. Click on the Privacy & Security folder to expand the folder.
4. Click on the entry labeled Cookies inside the folder.
5. Press the [ view stored cookies ] button.
6. Find all "Cookie Entries" for the web site domain name (i.e. www.mybiz.com = the domain name for that website).
7. Select all the entries for the web site (domain name) THEN press the [ Remove Cookie ] button.