Customer service

1. Account


2. Order


3. Payment


4. Delivery


5. Helpdesk


6. Warranty


7. Returns


8. Complaints


9. Contact information


10. Terms and Conditions


11. Privacy statement

1. Account
   
   Creating an Account
   
   You can register via the following page: researchsoftware.com/register
   After you have registered a confirmation email with your username and password will be send to the submitted email address.
   
   
   Updating an account
   
   
   1. Go to researchsoftware.com
   2. Log in at the right side.
   3. Click on 'Account' (top right)
   4. You will now see the details of your account.
   5. Select the item that you want to change, update your data and save the changes. Email address can be changed via the option 'Show or update your shipping and invoicing addresses'.
   
   
   
   
   
   
   Forgot password
   
   Go to the following page: researchsoftware.com/forgot_password , or contact our Customer Support: klantenservice@researchsoftware.com, +31 (0)23 547 1855.
   





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2. Order
   
   Placing an order
   
   
   1. Select the product you wish to purchase (please mind the system requirements)
   2. Add item to your shopping cart.
   3. You will now enter step 1 of 3 (Your Shopping Cart): In this screen you can change the number of items, enter Coupon or Gift Certificate codes and submit your VAT number. It also displays the shipping costs, if applicable. If all details are correct, click 'Next'.
   4. You will now enter step 2 of 3 (Personal Data): Here you can choose a new address or select a different (shipment) address from your profile and select the payment method: click on "Select", choose your payment method and confirm. The actual payment data will be asked in a next step. Click 'Next'.
   5. You will now enter step 3 of 3 (Finishing order): please enter now your purchase order number and remarks. if you agree with the Terms and Conditions, select the check box and click 'Order now'.
   6. If you have completed the steps above you will receive a provisional order confirmation email. There is only one item left: the payment. click on the link "Pay your order now" to finalize your payment via a secure (SSL) connection.
   7. If the payment is succesfull you will receive an email with the license and download details (download products). Boxed orders: we prepare the shipment. You can always find your previous orders via the link 'Access your orders' (via top menu item 'My Account' and sub heading 'Orders').
   
   
   
   Cancelling an order
   
   If your order is not completed yet, we can cancel the order for you.
   If your order is already completed, the following rules are applicable:
   
   
   • Physical products can be returned within 14 days, as long as the seal is not broken.
   • Downloads can not be returned. Cancelling the order and returning downloadable items is not possible.





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3. Payment
   
   Payment Options
   
   We offer the following payment options: American Express, Master Card, VISA Credit Card, iDEAL, Bancontact/Mister Cash, Maestro and wire transfers (ask in that case for our Dutch or Belgian bank details). All payments are processed via a secure (SSL) connection. We will not see nor store your credit card data on our systems.
   
   
   Invoice
   
   The invoice of your order is available as a PDF file within your order details (please select your order number at 'My Account', 'Orders' and the link 'Access your orders').
   
   
   1. Go to researchsoftware.com
   2. Login with your username and password.
   3. Click on 'My Account'.
   4. Click on 'Access your orders' under heading 'Orders'.
   5. Click on the underlined order number.
   6. Click on the link 'Download Invoice'.
   
   
   An official invoice will also be sent to you by snail mail or email.
   





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4. Delivery
   
   Delivery Times
   
   If you have ordered a download, the download an license details will be available immediately after payment under 'My Account' and 'Orders'. The same information will also be sent by email.
   In some cases you might already have the software, and you only order a product key or activation code. Also in this case, the data will be available immediately after payment. You will find all necessary information in the email with order details and at the web shop under 'My Account' and 'Orders'.
   If you order a backupcd with a download, the on demand burned cd/dvd will be shipped to you. Delivery will take 1-5 business days (within Europe).
   The "boxed" software will be shipped by courier (mostly UPS). If the software is on stock (which is usually the case), and you place the order before 2 pm on business days, it will be delivered within 1-3 business days (Benelux).
   
   
   Shipping costs
   
   The cost of the backupcd depends on the software that you order, the shipping costs are included and there will be no extra charges.
   If you have order 'boxed software' (package, cd/dvd case, your package will be shipped with a courier (mostly UPS). Shipping within The Netherlands costs € 12 for the first package and € 3 for each additional package in the same order. Shipping to Belgium and Luxembourg costs € 18 for the first package and € 3 for each additional package in the same order. For all other European countries € 30 for the first package and € 3 for each additional package in the same order will be charged. Shipping outside Europe (e.g., Turkey) costs € 35 for the first package and € 3 for each additional package in the same order. All mentioed prices are excl. 19% VAT, if applicable.
   





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5. Helpdesk
   
   Activate
   
   Some products in our assortment should be activated. If you encounter difficulties when activating, please consult our FAQ: researchsoftware.com/faq_en
   
   Support
   
   Consult our FAQ for software or activation related support: researchsoftware.com/faq_en.
   If your question is not mentioned there, please send an email to: support@researchsoftware.com.
   Please mention your order number, the nature of the problem, the name and version of your software, the name and version of your operating system and (if applicable) your activation code, serial number and product key, as acurate as possible.
   Our support staff will respond as soon as possible.
   
   





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6. Warranty
   
   If your order is received defective, please contact our Customer Service as soon as possible (but within 14 calendar days) klantenservice@researchsoftware.com or call +31 (0)23 547 1855. We will arrange the return and replace the product.
   If your purchase breaks in a later stage, you can also contact our Customer Service: klantenservice@researchsoftware.com or +31 (0)23 547 1855. We will try to find a solution to your problem as soon as possible.
   
   





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7. Returns
   
   Physical products can be returned within 14 days if the seal is not broken.
   Download products can not be returned, cancellation or refund of the order is not possible.
   
   





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8. Complaints
   
   If you have a complaint, please contact our Customer Service: klantenservice@researchsoftware.com or call +31 (0)23 547 1855.
   If the Customer Service can not resolve your complaint, please send a letter to:
   
   DISC bv Researchsoftware.com
   Customer Service
   Postbus 423
   2100 AK Heemstede
   The Netherlands
   
   Please indicate the nature of your complaint, your name, email address, phone number, mail address and your order number.
   You will receive a response within 5 business days from us.
   
   





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9. Contact information
   
   You may find our contact details at the following page: researchsoftware.com/contact_US
   





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10. Terms and Conditions
    
    You may find our Terms and Conditions at the following page: researchsoftware.com/toc
    





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11. Privacy statement
    
    You may find our Privacy statement at the following page: researchsoftware.com/privacy
    





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