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Which credit cards does CCAvenue accept?
If a credit card company refuses or declines a charge, how can I get more information?
When will CCAvenue support the new SET security standard that is being promoted by Visa and MasterCard?
What Indian payment options are available with CCAvenue?
Do I need to setup a separate bank account to avail the Indian Payment options?
Is there an additional integration process in order to activate the Indian payment options for existing merchants?
In which currency INR transactions will be processed?
Does CCAvenue accept other forms of payment from customers, such as paper checks, online checks, or EFT transfers?
In the Shopping cart interface 'Products' screen, what is meant by the "Product ID Number"?
In the Shopping cart interface, what are the various product options at the bottom of the 'Modify Products' screen?
In the Shopping cart interface what is the maximum number of products I can have in my Product List?
If I have a large number of products, is there a faster way to enter them into the Products List?
Does CCAvenue permit the sale of adult products?
Can I use the service with a different shopping cart system, or another software package, instead of the one provided by CCAvenue?
How do I submit my product photos to CCAvenue?
How can I change my CCAvenue password?
  How can I change my CCAvenue Client ID?
Does CCAvenue's software track the quantity of each product in my inventory? How do I handle a situation where I have low quantity available, or only one unit available, of a particular item?
How can I change the E-mail address that is used for Orders and Inquiries?
How can I change the name of my store, which is displayed on customer shopping cart screens?
How can I set the Web page address where customers can return to my site after placing an order?
Can my CCAvenue account accept orders from multiple Web sites? Will customers at one site see the products that are sold at another site? Am I allowed to set up multiple CCAvenue Client IDs?
Which client information is made available to customers?
How long does it take for an order to be processed, and what is the sequence of events that occurs after an order is placed?
How can I check the status of a particular order?
What information is contained in the orders that are sent to me?
Do customers automatically receive a message confirming that their order has been shipped?
How do I cancel or refund or partially capture an order?
How do I confirm that an order was cancelled and/or refunded?
When clicking on a CCAvenue link, an error message appears which says: "Cannot determine the originating Web page address." This error occurs in four cases.
I am having problems installing CCAvenue's HTML links, or I have installed them but cannot get it to work correctly. Where can I find help?
I changed certain things, such as shipping rates or product data, but those changes don't seem to show up in my current shopping cart. How can I fix this?
I clicked on an item in order to add it to my shopping cart. But the shopping cart screen shows several items, not just the one I clicked.
How can a customer delete an item from his shopping cart after it has been added?
Does CCAvenue issue paper receipts or invoices to Sub-Merchants or their customers?



Which credit cards does CCAvenue accept?
CCAvenue can handle customer purchases made through Master Card, Visa, JCB and American Express cards.

If a credit card company refuses or declines a charge, how can I get more information?
To protect the card owner's privacy, credit card companies do not tell the merchant (CCAvenue) the reason why a customer's charge was refused. If an order is refused or declined, your customer should contact his/her credit card company and ask the reason why the charge was declined. We however do email you and your customer the message that the order has been refused or declined; and advise the customer to try again with a different credit card.

When will CCAvenue support the new SET security standard that is being promoted by Visa and MasterCard?
The SET standard is designed to offer a higher degree of security for Internet credit card transactions. Visa and MasterCard completed work on the SET standard in 1997, but its implementation has not been a success. The implementation of the SET standard is cumbersome, because it requires that customers use special software on their computers to make a purchase. Currently, SET is not supported by any of the major Web browser programs, nor by any of the major Indian credit card banks. CCAvenue will continue to monitor the progress of SET implementation. ICICI bank has taken the initiative in India & their systems are ready. We look forward to supporting the SET standard, as soon as the major banks and software manufacturers support it.
What Indian payment options are available with CCAvenue?
CCAvenue offers a wide variety of payment options such as debit cards, net banking, cash cards and mobile payments. View List
Do I need to setup a separate bank account to avail the Indian Payment options?
No, a separate account is not required.
Is there an additional integration process in order to activate the Indian payment options for existing merchants?
No integration is required. The Indian Payment options will automatically be available to you.
In which currency INR transactions will be processed?
All your transactions including INR will be processed in USD.

Does CCAvenue accept other forms of payment from customers, such as paper checks, online checks, or EFT transfers?
At present, CCAvenue does not accept paper checks, online checks, or EFT transfers.

In the Shopping cart interface 'Products' screen, what is meant by the "Product ID Number"?

This identifier is used by your Web page to communicate with CCAvenue's software. It tells CCAvenue which product is being selected when a customer clicks on the "Add to Cart" button. The 'Product ID Number' can be any combination of letters, numbers, and dashes (-).


In the Shopping cart interface, what are the various product options at the bottom of the 'Modify Products' screen?

The 'Modify Products' screen offers up to three multiple choices per product. These allow the customer to select product varieties (such as size, color, flavor, etc.) from a predefined list that you have supplied. There is also a customer Text Option available, in case you need customers to type their customization instructions or other information onto the order form. The 'Products' screen supports one customer Text Option per product.


In the Shopping cart interface what is the maximum number of products I can have in my Product List?

There is no maximum size limit on your Product List. CCAvenue supports several clients with hundreds of products for sale, and we are happy to support catalogs of that size.


If I have a large number of products, is there a faster way to enter them into the Products List?

Yes. The Merchant Accounting System screens have a function to enable you to perform bulk-loads of products into the Products List from a file, as long as the products do not have any product options. This feature is used by some of our clients who have a large number of products, and it can save a lot of time. In case of Products with product options you may upload the basic information about the product.


Does CCAvenue permit the sale of adult products?

No. CCAvenue does not permit the sale of adult products. Please refer to the Agreement you have signed with Avenues India Pvt. Ltd. Additionally, any product that you want to sell must be legal, for sale and use in all countries, states, and provinces where you accept customers.


Can I use the service with a different shopping cart system, or another software package, instead of the one provided by CCAvenue?

Can I use CCAvenue without any shopping cart? Yes, you can use the service of CCAvenue with a different shopping cart system and use our variable amount interface. CCAvenue offers two interfaces and an Auction module:

1) Shopping Cart interface: CCAvenue provides you with customized snippets of HTML code to insert into your Web pages. All you have to do is to list your product s or services on your site and insert an 'Add To Cart' button next to your products or services. Once your customer, clicks on the 'Add to Cart' button, he is taken to CCAvenue's secure Shopping Cart. Here he has the option of paying up and finishing the transaction OR adding more items from your site. Customers can select products for purchase and add them to a virtual "Shopping Cart" on CCAvenue secure server. When he has finished shopping, the customer presses the Checkout button and enters his/her credit card and shipping information to complete the sale. Click here to view the Demo.

2) Variable Amount interface: You can use this interface if you have already developed your shopping cart, or if you are selling or intending to sell just one item. CCAvenue can handle the amount authorization for you. The customer finishes all the shopping on your site, and you just forward the Final total amount to the CCAvenue secure server 'final payment check out' page. He/She then enters his/her credit card and shipping information to complete the sale. Click here to view the Demo.


How do I submit my product photos to CCAvenue?

Actually, CCAvenue does not use your product photos or other product details. Instead, you will place these materials on your Web site for customers to see. For an example of how this works, click here to visit our demonstration section.


How can I change my CCAvenue password?

The "Settings & Options" screen allows you to change your password at any time. This change takes effect immediately.


How can I change my CCAvenue Client ID?

Our database does not support the changing of Client IDs.


Does CCAvenue's software track the quantity of each product in my inventory? How do I handle a situation where I have low quantity available, or only one unit available, of a particular item?

The shopping cart provided by CCAvenue is a basic cart and does not track your product inventory. However if your product is currently not available you may go to the Product Management section of your Merchant Accounting System and mark the product as unavailable. On doing this, even if your customer clicks on the link on your website he will be displayed a message that informs him that this product is currently not available. However as this may not be best from customer experience point of view, we recommend that after you have run out of a particular item, you should remove the CCAvenue link for that product from your Web site, so that it can no longer be ordered. If you have forgotten to do either of the above and a customer does place an order for a product that is no longer available, you can visit your Pending Orders screen and cancel that order immediately. There will be no charge to your account.


How can I change the E-mail address that is used for Orders and Inquiries?

The "Settings & Options" screen allows you to change the contact E-mail address at any time. This change takes effect immediately.


How can I change the name of my store, which is displayed on customer shopping cart screens?

The "Settings & Options" screen allows you to change your store name at any time. This change takes effect immediately. This does not affect the name that CCAvenue issues checks to. The change is effected only on the Shopping Cart screen from which your customers are purchasing your products.


How can I set the Web page address where customers can return to my site after placing an order?
On completion of an order, the customer sees CCAvenue's "Thank You" page. If you so desire, you may add a link back to your site on this page. The "Settings & Options" screen allows you to set this address and change it at any time; with immediate effect.

Can my CCAvenue account accept orders from multiple Web sites? Will customers at one site see the products that are sold at another site? Am I allowed to set up multiple CCAvenue Client IDs?
If you operate several different Web sites, you will have to create separate accounts for each website. Please refer to the Client agreement that you have signed with Avenues India Pvt. Ltd., which clearly states: One account for one Website.

Which client information is made available to customers?
Here are the guidelines used by CCAvenue in giving client information to customers. E-mail address: This is completely public to all customers. The client's E-mail address is contained on all correspondence to the customer regarding their order, and on the Web page interface that the customer sees when placing an order. Payable Name / Mailing address: This information is not released to customers, or to any other parties. CCAvenue does not disclose your Payable Name or Mailing address to anyone unless required by law. Telephone Number: CCAvenue encourages our clients to list a telephone number directly on the Web site if possible. This makes for the best kind of customer relations. We recognize, however, that not all clients are ready to list a telephone number on their Web sites. In these cases, CCAvenue will usually not give your telephone number to customers. We encourage customers to contact you by E-mail first. But in cases where a customer is uncomfortable receiving only an E-mail address, or if they specifically emphasize that they would like the phone number, then we will agree to supply it.

How long does it take for an order to be processed, and what is the sequence of events that occurs after an order is placed?
After a customer places an order, CCAvenue immediately sends an Order Confirmation to the customer's E-mail address on your behalf and at the same time a mail is also sent to you informing you of the status of the order. This can also be used as an invoice or receipt, if the customer chooses to print the E-mail message. CCAvenue's system processes the orders in real time. You must follow the following steps to ensure that the entire transaction is completed:
1) Log in to your Merchant accounting system using your login name and password.
2) Review the orders in the 'Pending Orders' section
3) Provide the shipping details and update the order as Shipped/executed. By updating the order as 'Shipped/Executed' you have captured the order, only then is the customer's card debited for the transaction amount. Alternatively, if you are unable to ship the order for any reason, you may wish to cancel the order.

How can I check the status of a particular order?
If you want to check the status of an order that has been placed, you can look it up in the "Main Menu" screen. This allows you to enter a CCAvenue order number and view the current status. If you do not know the CCAvenue order number, please ask the customer who placed the order for this information. You may also search for an order based on a wide range of search criteria by clicking on the 'Lookup Transactions' link.

What information is contained in the orders that are sent to me?
Please click here for a sample CCAvenue order screen. This shows the information that will be contained in live orders.

Do customers automatically receive a message confirming that their order has been shipped?
CCAvenue's system sends one E-mail message to the customer after an order has been placed. We do not send an additional message when the order is shipped. However, you are welcome to send that message. You may want to include an estimate of the date the order will arrive, plus a reminder that the charges will be billed by Avenues India Pvt. Ltd. or CCAvenue.com. This is an excellent way to maintain good communication with your customer.

How do I cancel or refund or partially capture an order?
  • To cancel your order : To cancel an order that you have not shipped, go to the Pending Orders screen to see a display your pending orders. Check the CANCEL option for the order you want to cancel, and click the "Update orders" button at the bottom of the page. This will automatically refund the charges back to the customer's credit card. No charges will be charged to your account for cancellation of order.
  • To ask for a refund of already shipped order: To cancel an order that you have already shipped, you may lookup the order by the order number from Order Lookup provided on the main screen or go to the 'Lookup Transactions' screen and search for the order based on a range of search criteria. On the Order details page you can click on the "Refund Order..." link at the bottom of the screen, and you will be able to issue a Full or Partial refund.
  • To partially capture an order: To Partially capture an order, go to the Pending Orders screen. Here you have the facility to partially capture any amount of your pending orders. Needless to say, the amount should be less than the total amount of the order.

How do I confirm that an order was cancelled and/or refunded?
You can look up the order number in the 'Lookup Transactions' screen. If the status code indicates that the refund is pending or complete, or that the order was cancelled, then that serves as your confirmation.

When clicking on a CCAvenue link, an error message appears which says: "Cannot determine the originating Web page address." This error occurs in four cases
.If you are shopping:
1) Your browser program or your firewall security system may be set to "Disable Referrer Logging". If referrer logging is disabled, CCAvenue cannot track the source of your order.
2) This error can also occur if you are clicking on the CCAvenue link from an E-mail message, instead of visiting the seller's Web site first and clicking on the link from there.
If you are executing the activities of a Webmaster for your site:
3) You may be viewing a local copy of your Web page from a disk drive, instead of viewing the page on the Internet. Please upload (publish) your Web page to an Internet address, and then try clicking the link again from the Internet version of your Web page.
4) You may be using a different type of CCAvenue link than the HTML code provided to you by CCAvenue. For example, Java rollover buttons and HTML "submit" forms can sometimes cause this error to occur.

I am having problems installing CCAvenue's HTML links, or I have installed them but cannot get it to work correctly. Where can I find help?
If you have inserted the HTML segments and published your Web page on the Internet, you can use any of the 'Help Desk' screen features. Just let us know the Web page address (on your Web site) where we can observe the problem, and we will usually be able to diagnose it quickly. If you do not know how to insert the HTML links, or how to put your Web page onto the Internet where we can observe it, then we will not be able to assist you at that point. You would need to obtain assistance from someone with HTML web authoring skills, such as a friend or colleague.

I changed certain things, such as shipping rates or product data, but those changes don't seem to show up in my current shopping cart. How can I fix this?
The shopping cart "locks in" some of your store data when a customer first begins shopping, in order to avoid confusion caused by prices changing while a customer is shopping. Please read "Generate HTML" instructions, which describes how to delete the current shopping cart after you have made changes, in order to see those changes while testing.

I clicked on an item in order to add it to my shopping cart. But the shopping cart screen shows several items, not just the one I clicked.
Sometimes, the same item is listed more than once. This is because you previously added those other items to the shopping cart during your testing. The other items will stay there (even for several hours) because CCAvenue remembers which items you previously put into the cart. If you want to delete your current shopping cart, you can read the "Generate HTML" page for instructions on how to do this.

How can a customer delete an item from his shopping cart after it has been added?
These instructions are located on the shopping cart screen. To delete an item, change the quantity to 0 or spaces.

Does CCAvenue issue paper receipts or invoices to Sub-Merchants or their customers?
CCAvenue's software is Web-based, and no paper receipts or invoices are generated. If you need to generate a paper invoice, you can print out the order from an E-mail message, or from the Order Inquiry screen.

 
 
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