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Order Support/Order Actions 订单支持/订单操作

If a customer contacts you for assistance with their completed order, there are a number of actions available to you to aid you in assisting the customer: 如果客户向您请求帮助已完成的订单方面的问题，这里有很多操作帮助您提供客户支持：


Locating and opening a customer's order 查找与打开客户的订单

From the Toolbar in your Control Panel, select Order Search. From the drop down box to the right of Search Field, select the parameter that you want to use to locate the order (Order ID, Last Name, Email address.) and then click on the Search button. When the order is returned, click on the blue hyperlink that displays the Order ID to open the order. 从您控制面板的工具栏上选择Order Search，然后在Search Field右侧的下拉框中选择您想用来查找订单的参数（Order ID, Last Name, Email address…），然后点击Search按钮，在检索返回的结果中点击显示订单ID的蓝色链接，从而打开订单。

Note: You can also search for an order by selecting Orders under the Reports section of the Toolbar in your Control Panel. For more details, please see the Order Search topic under the General heading in Help & Support. 注：您也可以从控制面板工具栏上的Reports部分选择Orders以实现订单搜索，详情请参阅Help & Support项下的订单搜索主题。

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Updating a customer's email address 更新客户的邮箱地址

If the customer made an error in their email address you can update their email address in the order. Simply open the order, click on the blue hyperlink to the right of Customer Address. It will open a new window in which the customer's email address is updateable. Enter the new email address and click on the Save button. When a customer has entered an incorrect email address in to their order, you may want to resend the customer their order emails after you update their email address in the order. See Resending Customer Emails below. 如果客户的邮箱地址有误，您可以在订单中更新其地址。您只需打开订单，点击Customer Address右侧的蓝色链接，打开一个可更新客户邮箱地址的新窗口，输入新的邮箱地址，然后点击Save按钮。如果客户在他们订单中所输入邮箱地址不正确，您在订单中更新了邮箱地址后，应该给客户重新发送一份订购邮件。关于重发客户邮件请参阅以下内容。
Note: Our Customer Service Team (orders@regnow.com) can also update a customer's email address. 注：我们的客服团队（orders@regnow.com）也可以更新客户的邮箱地址。

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Resending Customer Emails 重发客户邮件

To resend a customer their order emails (Transaction Receipt and any other emails that you have set up for the product), open the order in your Control Panel and look for the drop down box to the right of Actions. Select Resend Customer Emails from that drop down box and click on the Go button. You will be provided with a text box for entering your comments (many vendors just note customer request) and then click on the Continue button. A message will appear at the top of the order in red font that reads, "Order emails have been resent." 如需给客户重发订购邮件（交易收据和您产品设置的其他任何邮件），请打开您控制面板上的订单，从Actions右侧找到下拉框，并从中选择Resend Customer Emails，继而选择Go按钮。此时您将获得一个注释文本框（许多发行商都用来注明客户的要求），然后点击Continue按钮。您将在订单页首看到红色字体的信息"Order emails have been resent."。
Note: Our Customer Service Team (orders@regnow.com) can also resend order emails to a customer. 注：我们的客服团队（orders@regnow.com）也可以向客户重新发送订单邮件。

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Resetting Download Links 重新设置下载链接

If you deliver your product by way of a RegNow download link, there may be times when you will want to reset a download link for your customer (on a completed order). To do so, open the customer's order in your Control Panel and click on the blue hyperlink number showing below Recipient Address and below ID. This will open up the Order Item Detail page of the order (for orders containing multiple products select the line that lists the product you are trying to access). 如果您是通过RegNow下载链接来交付产品，有时候您可能需要为您的客户重新设置下载链接（针对已完成的订单）。这时您需要打开您的控制面板上的客户订单，点击显示在收件人地址和订单ID下面的蓝色数字链接，从而打开订单产品详情页面（对于包含多个产品的订单，请选择您希望访问的产品对应行。）

Notice on this page that you can see how many times the customer has downloaded the product (listed to the right of Download Running Total) and the current expiration date for the download link (listed to the right of Download Expire). Resetting the download link will extend the expiration date for the link and reset the Download Limit to 0 of X (in most cases X=3). Resetting the download link will not zero out the Download Running Total. In general, the Download Running Total shows the total number of downloads over the life of the order. 注意，您可在该页面看到客户的产品下载次数（位于Download Running Total右侧）和下载链接的当前有效期（位于Download Expire右侧）。重新设置下载链接将延长链接的有效期，同时把Download Limit重新设置为0 of X（通常X＝3），但不会把Download Running Total变为零。一般而言，Download Running Total显示的是订单的总下载次数。
Note: The use of a download accelerator can cause the download count to falsely register a quantity higher than the true download count for the order. 注：使用下载加速器可能导致订单的下载统计次数比实际下载次数要多。

To reset the download link, click on the drop down box to the right of Actions in the Order Item Detail page. Select Reset Download Link and then click on the Go button. You will see the following confirmation message that the download link has been reset: "Download link has been reset." 要重设下载链接，请从订单产品详情页面中点击Actions右侧的下拉框，选中Reset Download Link，然后点击Go按钮。这样即可看到以下确认信息："Download link has been reset. "。
Note: Our Customer Service Team (orders@regnow.com) can also reset a customer's download link. 注：我们的客服团队（orders@regnow.com）也可以重新设置客户的下载链接。

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How to refund an order 如何为订单退款

For customers who paid by credit card, open the order in your Control Panel and look for the drop down box to the right of Actions. Select Refund Order - Credit card (for duplicate orders you can select Refund Order (Duplicate) - Credit Card) from that drop down box and click on the Go button. You will be provided with a text box for entering your comments (many vendors just note customer request) and then click on the Continue button. The following refund confirmation message will appear at the top of the order in red font:
"Refund successfully submitted." 针对以信用卡支付的客户，请打开您控制面板的订单并找到Actions右侧的下拉框，从此框中选择Refund Order - Credit card（对于同样的订单，您可以选择Refund Order (Duplicate) - Credit Card）并点击Go按钮。此时您将获得一个注释文本框（许多发行商都用来注明客户的要求），然后点击Continue按钮。您会在订单的页首看到红色字体的信息：
"Refund successfully submitted. "
In the event of an error, an error message will be displayed. 如若出错，将显示出错提示。
Note: For orders that need to be refunded that were not paid by credit card or PayPal, please email our Customer Service Team at orders@regnow.com to have a refund issued for the customer 注：如果退款的订单不是以信用卡或PayPal付款支付，请发邮件至orders@regnow.com给我们的客户团队，以便为客户退款。

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How to refund a single item on a multiple product order 如何在多产品的订单中为其中的单个产品退款

This applies to orders that contain different products. Our system is not designed to issue refunds for a single item of one product in an order that is for a quantity of that product (i.e. if the customer has ordered a quantity of 4 of a single product we can not refund just one of the 4 but if the customer has ordered 4 different products then any of the 4 products can be refunded). 这适用于包含不同产品的订单。我们的系统不支持在订购多个同样产品的订单中为单个产品提供退款（也就是说，如果客户订购了4个同样的产品，我们无法仅为4个产品中的1个退款，但是若客户所订购的是4个不同的产品，那么4个中的任何产品都可以单独退款。）

For customers who paid by credit card, open the order in your Control Panel and click on the blue hyperlink number (showing below Recipient Address and below ID) that is on the line that contains the product that you want to refund. This will open up the Order Item Detail page of the order. Select Refund Product - Credit Card from the drop down box to the right of Actions and click on the Go button. You will be provided with a text box for entering your comments (many vendors just note customer request) and then click on the Continue button. The following refund confirmation message will appear in red font:
"Refund successfully submitted." 针对以信用卡支付的客户，请打开您控制面板上的订单，点击您需要退还的产品所对应行上的蓝色数字链接（显示在收件人地址和ID下面），此时将打开一个订单产品详情页面。从Actions右侧的下拉框中选择Refund Product - Credit Card并点击Go按钮。您将获得一个注释文本框（许多发行商都用来注明客户的要求），然后点击Continue按钮。您会看到以下的红色字体的退款确认信息：
"Refund successfully submitted. "
In the event of an error, an error message will be displayed. 如若出错，将显示出错提示。

Note: For products that need to be refunded that were not paid by credit card, please email our Customer Service Team at orders@regnow.com to have a refund issued for the customer. Please emphasize in your message that you are only needing a single product refunded and not the entire order. 注：需要退款的订单如果不是通过信用卡付款支付的，请发邮件至orders@regnow.com给我们的客户团队，以便为客户退款。请在您的信息中着重注明您仅需要退款某个产品而不是订单全部产品。

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Why is RegNow forwarding customer refund requests to me? 为何RegNow把客户退款要求转发给我？

In your vendor contract it is stated that RegNow will forward refund requests received from end users to you (the vendor). We will send these requests to the Support email address you have listed on your account (we also CC the customer). It is important for you to respond to these emails from your support email address (for consistency and avoidance of refund issues). Additionally, it is best for system clarity, when vendors perform refunds themselves as that allows the vendor to add any refund comments (a comment box appears during the refund process) that may be useful for the vendor's future reference. The comments entered, when a vendor refunds an order, can be viewed by both RegNow and the vendor. To view comments that you made when making a refund, open the order and select the Activity Tab. 根据您的发行商合同规定，RegNow将把终端用户的退款要求转发给您（发行商）。我们会把这些要求发送至您账户上的邮件支持地址（我们也抄送给客户）。通过支持邮箱地址回复这些邮件是十分重要的（既为了一致性，也为了避免退款事件的再度发生）。另外，这更有利于系统帐目清晰度。当发行商自行退款时，他们可以添加任何退款注释（注释框在退款过程中出现）以便日后参照。发行商在退款时所输入的注释可供RegNow和发行商双方查阅。欲查看您在退款时所做的注释，请打开订单并选择Activity标签。

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Sales tax 营业税

RegNow is required to collect sales tax for various US states where we are located. 因为我们有设在美国的华盛顿州和明尼苏达州的办公室，所以RegNow必须为这两个州征收营业税。
Note: We cannot refund tax only on an order. 注：我们无法仅为单一订单退税。

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VAT (Value Added Tax) Fees 增值税费用

There was a change in the VAT laws effective 7-1-03 that requires RegNow to collect VAT from customers in the EU. VAT is an additional tax, similar to Sales Tax. The rate is variable and depends on the country in which the customer lives. The following countries are charged VAT: 2003年7月1日实施的增值税法有了变动。新法律规定RegNow必须向欧盟的客户征收增值税。VAT是一种附加税，与营业税相似。税率由客户所居住的国家而变动。征收增值税的国家如下：

Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, and The United Kingdom. 奥地利，比利时，塞浦路斯，捷克共和国，丹麦，爱沙尼亚，芬兰，法国，德国，希腊，匈牙利，爱尔兰，意大利，拉脱维亚，立陶宛，卢森堡，马耳他，荷兰，波兰，葡萄牙，斯洛伐克，斯洛文尼亚，西班牙，瑞典，和英国。

Because RegNow is the merchant of record for orders placed through our service, our information is used to determine if the dollar threshold has been reached that requires the collection of VAT. 因为RegNow是通过我们的服务平台下达订单的记录出售人，我们的信息将用来决定客户是否已达到开始征收增值税的条件。

Customers who are VAT exempt will want to enter their VAT ID on the Confirmation / Order Summary page of their order (in the box to the right of VAT Exemption ID) and then click on the Apply button. The customer needs to wait until their order total has been recalculated (zero rated for VAT) before they click on the "Place Your Order" button. 免除VAT的客户需要在他们订单的确认页面/订单小结页面上输入他们的增值税ID（在VAT Exemption ID右侧的输入框里），然后点击Apply按钮，客户需等他们的订单总额重新计算之后（零费率的增值税）才能点击"Place Your Order"按钮。
Note: We cannot refund VAT, only, on an order. 注：我们无法仅为单一订单退还增值税。

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Customer requests for receipt/invoice 客户要求收据/发票

You can resend the customer their Transaction Receipt as described in "Resending Customer Emails" shown above. 您可以在上述的"Resending Customer Emails"中把客户的交易收据重新发给客户。

Additionally, if the order was placed by credit card you can refer the customer to the below link to obtain a receipt/invoice (which, if the customer was charged VAT, will include RegNow's VAT details): 此外，如果客户是使用信用卡下达订单，您可以把以下链接给予客户以获得收据/发票（如果是需要缴纳增值税的客户，其将包含RegNow的增值税详情）：

http://www.regnow.com/faq.html

At that link, the customer will be asked to enter the last 5 digits of their credit card number and their email address to reach the receipt. 此链接将要求客户输入其信用卡号码的后5位数字以及他们的邮箱地址以获取收据。

If the order was not paid by credit card then the customer should contact orders@regnow.com for assistance. 如果订单不是通过信用卡支付，那么客户应联系orders@regnow.com以获得帮助。

Below is text that you may copy and paste in to a reply to your customer to refer them to that link: 以下文本供您在回复客户要他们参考此连接时复制粘贴使用。

Please use the below URL to access the receipt/invoice: 请使用以下URL以获取收据/发票：

http://www.regnow.com/faq.html

At that link, you will be asked to enter the last 5 digits of your credit card number and your email address to reach your receipt. 此链接将要求您输入您的信用卡号码的后5位数字以及您的邮箱地址以获取收据。

Please contact RegNow (orders@regnow.com) if you encounter any questions when looking up your order. 如果您在查找您的订单时遇到任何问题，请联系RegNow（orders@regnow.com）。

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Customer inquiries about CDs handled through RegNow 客户咨询RegNow提供的光盘服务

Customers should allow 1-2 weeks to receive CDs sent to the US or Canada. All other locations should allow 2-3 weeks. If the customer has not received their CD after allowing adequate time for shipping then please ask the customer to contact our Customer Service Team (orders@regnow.com) so that we may verify their shipping address and assist them in receiving their CD. 美国或加拿大的客户将在1－2周内收到光盘，其他所有地区的客户将在2－3周内收到。如果客户在运输所允许的期间内还没接收到他们的光盘，那么请让客户与我们的客服团队联系（orders@regnow.com），以便我们核实他们的配送地址和帮助他们获得光盘。

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Customer needs license information from purchase of a product using SoftwarePassport Pro 客户购买使用SoftwarePassport Pro的产品需要许可信息

There are two ways for customers to make a purchase of a product protected by SoftwarePassport in RegNow: Trialware purchase and Direct purchase. If the customer purchased through the trial (limited) version, on the final thank-you page of the order they will see a red Click Here to Activate link. Once they click that link, the license key will automatically inject. If, for some reason the customer does not click that link, you can find the license key by doing the following: 客户有两种方式在RegNow 里购买受到SoftwarePassport保护的产品：试用版软件购买和直接购买。如果客户是在 试用（受限制）版上购买，他们会在订单最后的感谢页面看到红色的点击这里激活链接。一旦点击该链接，注册码将会自动注入。如果客户由于某些原因没有点击该链接，您可通过以下操作找到注册码：

  • Look up the order in your control panel. Click on the Order ID > Click on the Order Item ID (for the product) > Select "View Entitlement" from the dropdown and click "Go!". You should then see the license key. This also applies to if the customer purchased the product directly from the website (and not the trial). If it is purchased through the trial, it will say "Trialware purchase". 从您的控制面板上找到该订单，点击订单ID >点击订单产品ID（针对产品）>从下拉框选择"View Entitlement"并点击"Go!"，这便可看到注册码。这个操作也适合当客户从网站上直接购买产品（而不是通过试用版）的情况。若是通过试用版来购买，它将显示"Trialware purchase"。

    If the customer purchased directly though the website, on the final thank-you page there will be a download link. The customer would then have to download the product and install. Once the product is launched after installation, the key will auto-inject. 如果客户是通过网站直接购买，那么订单最后的感谢页面将显示一个下载链接，这时客户将要下载并安装该产品。在安装后一旦打开此产品，注册码将自动注入。

    Note: If a customer receives a "403 error" when trying to download, to fix this simply look up the order in your RegNow Control Panel. Click on the Order ID > click on the Order Item ID > from the dropdown select "rerun delivery" and then "reset download link". In order to avoid this situation, please make sure to use the same filename when updating the file in the File Manager. 注：;如果客户在尝试下载时遇到"403 error"提示，只需在其RegNow控制面板上查寻该订单便可解决。点击订单ID >点击订单产品ID>从下拉框选择"rerun delivery"，然后选"reset download link"。为了避免这种情况，请在File Manager更新文件时保证使用相同文件名。

    Note: If no license key has been generated, you can select "Deliver License Key" from the dropdown mentioned above. On the next page, enter the customer's hardware ID (they are provided with this ID on the Enter Key dialogue box in your product) and click "Deliver". A license key will then be sent to their email address. 注：如若没有生成注册码，您可以从上述的下拉框中选择"Deliver License Key"，在下一个页面输入客户硬件ID（您产品的输入密钥对话框有提供该ID），然后点击"Deliver"，注册码将发送到您的邮箱地址。

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    How to resend order notifications (to you, the vendor) 如何重发订单通知（给您，发行商）

    If you would like to resend an order notification to yourself, open the customer's order in your Control Panel and click on the blue hyperlink number showing below Recipient Address and below ID. This will open up the Order Item Detail page of the order. Click on the drop down box to the right of Actions, select Resend Vendor Notification and click on the Go button. The following confirmation message "The notification will be resent shortly." will appear in red font near the top of the Order Item Detail page. 如果您想给您自己重发订单通知，请打开您控制面板上的客户订单，并点击显示收件人地址和ID的蓝色数字链接，此时将打开该订单的订单产品详情页面。点击Actions右侧的下拉框，选中Resend Vendor Notification并点击Go按钮。以下的确认信息"The notification will be resent shortly. "将以红色字体在订单产品详情页面的页首显示。

    HTTP Order Notices: For an example of an HTTP Order Notice (POST method), please click HERE. HTTP订单通知： 如需HTTP订单通知示例（POST方式），请点击这里。

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    How to create a new License incase of an error (Re-Run Delivery)

    If a license is generated with an error or was not assigned to the customer’s order, you can Re-Run the Delivery of the order. If you would like to re-run delivery, open the customer’s order in your Control Panel and click on the blue hyperlink number (next to the product name) showing below Recipient Address and Below ID. This will open up the Order Item Detail page of the order. Click on the drop down box to the right of Actions, select “Re-Run Delivery” and click on the Go button. The license information will be replaced in the Receipt Text towards the bottom of the Order Item Detail page. Please note, nothing will be sent to the customer when this feature is used. You can send the new code to the customer by resending the customer email as described in "Resending Customer Emails" shown above.

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    Adding comments to an order 添加订单注释

    If you would like to add a comment to an order, open the order in your Control Panel, select Add Comment from the drop down box to the right of Actions and click on the Go button. A text box will appear in which you can enter your comment. Click on the Continue button when you are done. You can view your comment by clicking on the Activity tab in the order. 如果您想添加订单注释，请打开您控制面板上的订单，从Actions右侧的下拉框选中Add Comment，然后点击Go按钮。此时将弹出一个供您输入注释的文本框，输入完毕后请点击Continue按钮。您可以点击订单上的Activity标签以查看您的注释。

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    Customer inquiry about Privacy Policy 客户咨询隐私政策

    RegNow's privacy policy is posted on our website at: RegNow的隐私政策公布在我们网站上的：

    http://www.regnow.com/privacy.html

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