| I've sent in a payment, can I start registering domains now? | |
| What is the minimum payment I can make to establish an account? | |
| Can customers place an order by telephone or e-mail? | |
| How do I make a credit card payment? | |
| Can I update my account online using my credit card? | |
| How do I apply for access to the online credit card processing system? | |
| If I do not use the online system, how do I make a credit card payment? | |
| Why is OpenSRS asking European-based Resellers to provide their VAT registration | |
| Is OpenSRS planning on charging European-based Resellers VAT? | |
| How do I provide my VAT Registration Number to OpenSRS? | |
| What is this ICANN fee and why are we being charged for it? | |
| Why has OpenSRS not exposed this ICANN fee in the past? | |
| When does this take effect? | |
| How will we be charged for this? | |
| Who can I talk to for more information? | |
| Did you get my wire transfer yet? | |
| How long will it take to process a payment? | |
| The payment confirmation e-mail mentions some money you deducted. What is this? | |
| To whom should I make a certified cheque or money order payable? | |
| Can I get a refund? | |
| How do I cancel an online credit card transaction? | |
| What do I do if my online payment does not go through? | |
| How do I collect from my customers? | |
| How is email accessed securely? | |
| Can I pay OpenSRS in any currency other than US funds? | |
| What security checks does the online credit card processing system have? | |
| What types of credit cards are accepted for online credit card processing? | |
| I always pay more than US$2,000.00, how come my daily limit is so low? | |
| Where do I go to use the online credit card feature once my account is activated | |
| Can I use a debit card for online credit card payments? | |
| Is the online form secure? | |
| What is the European Union Value Added Tax (EU VAT)? | |
| How do I know if I must pay the EU VAT? | |
| Automated Cheque Handling | |
| Who qualifies for ACH? | |
| Are there any charges for this service? | |
| What is ACH? | |
| Can I stop or terminate my ACH service? | |
| What happens if I don’t have enough money when the payment is processed? | |
| Why was the payment reversal lower than the original payment? | |
| Why was I charged an additional $1.00? | |
| Can I raise my top up amount? | |
| Why is there a limit to the number of ACH payments I can make within a 3-day per | |
| Where do I send my application and void check? | |
| If I change banks what do I do? | |
| How long do you store my bank information? | |
Q:Did you get my wire transfer yet?  | |
A:Wire transfers can take from several days to several weeks to receive, depending on the country of origin. If you would like to expedite payment processing, please fax us a copy of the bank receipt showing the details of the wire and we would be happy to advance the funds to you pending the funds arriving at our bank. | |
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Q:What security checks does the online credit card processing system have? | |
A:AVS: Address Verification System. This simply checks the address included with your payment against the address that your credit card company has on record. Please confirm that the address you provide is the address at which your credit card is registered. CVV: A newer standard in credit card security. All credit cards are now issued with three extra digits appended to the back of the card that do not show up anywhere else except in the credit card company's database. Note: American Express cards show this number on the front of the card, and it's a four digit number. These three numbers are used to ensure that the person making the purchase has (or has had) actual possession of the credit card. Incorrect address information or CVV number may cause a processing error resulting in your account having an authorization numbers assigned to that transaction. Contact us with your banks telephone number and we will attempt to have the authorization cancelled. | |
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Q:How long will it take to process a payment? | |
A:Credit card payments are generally processed within one business day. Payments received before noon EST will be processed the same businebusiness day. If paying by wire transfer, fax us a copy of the receipt from your bank detailing the wire transfer and we will advance you the fund until we received the wire. Check payments are processed upon receipt of the cheque. | |
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Q:Is the online form secure? | |
A:All pages are secure. Your browser should display the "lock" icon on these pages. | |
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Q:I've sent in a payment, can I start registering domains now? | |
A:If your account is active in the live system and you have submitted your initial Reseller activation and account balance payments, you can start registering domains immediately. For information, see OpenSRS Quickstart Instructions at http://opensrs.com/resources/documentation. | |
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Q:The payment confirmation e-mail mentions some money you deducted. What is this? | |
A:This refers to the US$15.00 fee for processing wire transfers. | |
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Q:What is the minimum payment I can make to establish an account? | |
A:There is no minimum payment. OpenSRS recommends prepaying one month of credit in advance. Canadian companies should deduct 5% GST when calculating account balances. For instance, if a Canadian Reseller remits US$250.00, we would need to deduct 5% for GST and the Reseller's account would reflect a US$237.50 payment. | |
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Q:Can customers place an order by telephone or e-mail? | |
A:No. Resellers must fax a copy of the credit card account credit authorization form for each order. This form can be found at: http://opensrs.com/resources/contracts/ccpayment.pdf. You can however be set up to process your credit card payments on line by contacting payments@opensrs.org and requesting activation. Note: We do not keep credit card information on file. You will need to fax a copy of this form for each payment. | |
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Q:Can I pay OpenSRS in any currency other than US funds? | |
A:No. All payments must be in US Dollars. | |
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Q:To whom should I make a certified cheque or money order payable? | |
A:Cheque payments and money orders should be made payable to Tucows.com Co. and delivered to: Tucows.com Co. 96 Mowat Avenue Toronto, Ontario Canada M6K 3M1 | |
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Q:Can I get a refund? | |
A:Yes, you can. OpenSRS will refund any unused account balance. Please allow up to two weeks of receiving a written request to process the refund and add additional time for mailing. Please note that the $95 Reseller activation fee is non-refundable. | |
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Q:How do I make a credit card payment? | |
A:Please download and print the form located at: http://opensrs.com/resources/contracts/ccpayment.pdf and fax it to us at 416-531-2516 or email payments@opensrs.org and request online credit card processing. | |
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Q:Can I update my account online using my credit card? | |
A:Yes, for information, consult the latest version of the Reseller's Guide to Domain Name Registration and Management, which can be found at: http://opensrs.com/resources/documentation or contact payments@opensrs.org to request online credit card processing. | |
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Q:How do I apply for access to the online credit card processing system? | |
A:Please email payments@opensrs.org requesting activation. Be sure to include your OpenSRS reseller username. | |
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Q:What types of credit cards are accepted for online credit card processing? | |
A:We currently accept Visa, MasterCard, and American Express. | |
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Q:How do I cancel an online credit card transaction? | |
A:Once the payment is processed, you cannot cancel the transaction on your own. However, you can send request to payments@opensrs.org for a refund. | |
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Q:If I do not use the online system, how do I make a credit card payment? | |
A:Please print the form located at: http://opensrs.com/resources/contracts/ccpayment.pdf and fax it to us for processing. | |
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Q:I always pay more than US$2,000.00, how come my daily limit is so low? | |
A:You can email payments@opensrs.org to request an increase to the daily limit for your account. | |
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Q:Where do I go to use the online credit card feature once my account is activated? | |
A:You will find a link called "Online Credit Card Payment" within the reseller Web interface at http://resellers.opensrs.net where you log into your Open SRS reseller account. | |
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Q:What do I do if my online payment does not go through? | |
A:If your initial attempt fails please stop. Do not attempt again. Record the message received and contact your bank or email your request to payments@opensrs.org and we will make an attempt for you. The form to fax to payments is located at https://rrc.tucows.com/resources/docs/ccpayment.pdf. | |
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Q:Can I use a debit card for online credit card payments? | |
A:For security reasons, we do not currently accept debit card payments. This may also hold true for combinations of credit and debit cards. | |
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Q:What is the European Union Value Added Tax (EU VAT)? | |
A:The EU adopted the E-Commerce Directive for the VAT in May 2002 which amended the rules that determine where electronic services are subject to VAT. In particular, where these services are supplied by non-EU businesses to private individuals in the EU, i.e. business to consumer (B2C), they are taxed in the country where the customer resides. These rules take effect from 1 July 2003. For more information on the EU VAT please review the Europeans Union's website and FAQ, the United Kingdom's government website (links provided below) or contact a tax advisor knowledgeable about the EU VAT. Link to European Union Website: http://europa.eu.int/comm/taxation_customs/taxation/ecommerce/vat_en.htm Link to European Union Digital Services VAT FAQ http://www.europa.eu.int/rapid/start/cgi/guesten.ksh?p_action.gettxt=gt&doc=MEMO/03/142|0|RAPID&lg=EN&display= Link to UK VAT FAQ https://secure.hmce.gov.uk/ecom/voes/welcome.do;jsessionid=802A96109FC927081B1629D27618950E | |
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Q:How do I know if I must pay the EU VAT? | |
A:Your individual circumstances will dictate the answer to this question. Please consult a knowledgeable tax advisor or personnel at the EU for information about your status regarding VAT for digital services. | |
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Q:Why is OpenSRS asking European- based Resellers to provide their VAT registration numbers and country of registration? | |
A:Since OpenSRS may be considered a supplier of digital services to EU-based firms we have decided, as a first step, to collect and retain on file the VAT registration number of European based resellers. Should you have any questions, you can contact your account Representative or sales@opensrs.org. | |
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Q:Is OpenSRS planning on charging European-based Resellers VAT? | |
A:No. We only supply resellers in the EU who will already be accounting for any VAT due using the 'reverse charge' procedure. | |
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Q:How do I provide my VAT Registration Number to OpenSRS? | |
A:We have designed a simple electronic form for European-based Resellers to provide us with their VAT number. This form is provided via a secure server to ensure your privacy. Should you have any questions, you can contact your Account Representative or sales@opensrs.org. | |
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Q:How is email accessed securely? | |
A:Email can be transferred in 128-bit encrypted format from the Tucows Email server to the email client or the through the web browser. WebMail can be accessed securely by going to https://webmaillogin.com and typing in the full email address as the username and the associated password. See the Email Client set-up instructions for details on how to set up your email client for secure POP and IMAP email at http://help.webmaillogin.com. | |
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Q:How do I collect from my customers? | |
A:How you bill you customers is completely up to you. The OpenSRS script includes a template that will capture the credit card info but it doesn't do anything with that info. It is up to the Reseller to integrate a method of payment. Older versions used to Email the credit card variables for testing but we removed that feature when we realised Resellers were sending customer Credit Card info in clear text. | |
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Q:What is this ICANN fee and why are we being charged for it? | |
A:On 12 October 2004, The Internet Corporation for Assigned Names and Numbers (ICANN), the administrative body responsible for domain policy, approved a new budget with an increase in the fee it charges for every gTLD domain year to 25 cents per year. This fee is in addition to the registry fees and applies to .com, .net, .org, .biz, .info and .name. It is effective 1 November 2004. As a result, OpenSRS is changing its standard price for a gTLD domain registration. Beginning 9 December 2004, the price per domain year will be adjusted to US $9.85, plus a separate $0.25 ICANN fee. Historically, OpenSRS has included the ICANN fee in the per domain price. The ICANN fee has increased from $0.07 in 2000 to $0.25 in the latest ICANN budget. OpenSRS is now separating the ICANN fee from the per domain year price and passing the increase on to Resellers. | |
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Q:When does this take effect? | |
A:Resellers will see the changes to their gTLD orders on 9 December 2004. | |
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Q:How will we be charged for this? | |
A:Effective 9 December 2004, your Reseller account will list each charge separately to allow for more accurate accounting and tracking. Details of itemized charges will be listed when viewing charges for specific domains using the "Search Domains" functionality in the Reseller Web Interface (RWI). Two fields will also be added to your monthly statement: one that captures the total amount of ICANN fees charged, and one that captures fee refunds. | |
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Q:Why has OpenSRS not exposed this ICANN fee in the past? | |
A:Previously, OpenSRS absorbed the increases in the ICANN fee. However due to the significant increase in the 2004/2005 ICANN budget, we can no longer absorb the fee increases imposed by ICANN. | |
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Q:Who can I talk to for more information? | |
A:One of our Sales Representatives would be happy to discuss ways to help lower your domain registration costs. Please contact us between 9am and 5pm EST at 1-800-371-6992 x 2020. | |
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