Customer Service FAQ

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Thank you for visiting the Customer Service FAQ section of AVAForums! Here, you can read the most frequently asked Customer Service questions. 

Q. How can I find out the status of my order?
A. AVADirect currently does not have a real-time status indication system. To find out the status of your order, you are welcome to call, email or communicate through the AVADirect message board system by logging into your account on AVADirect.com

Q. How long will it take for my order to ship?
A. On Average, all orders take approximately 10-14 business days before stock is proceured, the product is assembled, tested, and then shipped. Estimated ship dates will vary depending on the product purchased. AVADirect uses FedEx to ship all complete systems.

Q. What is the Credit Card Authorization Form and why do I need to fill it out?
A. The Credit Card Authorization Form is designed to prevent credit card fraud and keep your sensitive information safely on file. If an individual were to have stolen your credit card information, and submit an order with AVADirect, this form would prevent them from doing so. 
Q. I do not have a fax machine to send the Credit Card Authorization Form. Can I send it a different way, or pay with a different method?
A. If you do not have a fax machine, you can scan and email the Credit Card Authorization Form to: accounting@avadirect.com If you wish to pay using a different method, you are welcome to proceed with the following methods of payments that do not require the Credit Card Authorization Form: 

Paypal 
Check 
Money Order 
Wire Transfer

Q. I received an email stating I have messages pending in my account, how can I view them?
A. To see current messages sent from AVADirect staff, you
will want to navigate in the following fashion, once logged in.

My Orders > click on the AVA-XXXXXX reference number
of the order you currently have submitted with us > the messages should be
shown directly below the "order summary" information, under the
"message board" column.

Q. My order is on hold because my billing and shipping address is different, why is this?
A. As part of AVADirect's fraud prevention procedure, all addresses must be verified with your credit card holder before we can process your order. If you wish to ship to two different addresses, you can contact your bank to have an additional address added to the addresses associated with your credit card. If this proves too difficult, you are welcome to proceed with a different method of payment, other than credit card, that does not require this.

Q. Why do you charge me before shipping an order?
A. AVADirect is a custom computer builder that requires payment upfront to provide custom products. Although we carry many parts in stock, we do carry everything required to build custom system. AVADirect must first obtain funds from the customer before we can proceed with processing an order.

Q. Will I be informed when my order is getting ready to ship?
A. Yes, you will receive a FedEx tracking number once your order has shipped. All AVADirect shipments are signature required, so this will allow you to cordinate a date to make sure is it received.

Q. Can I make changes to my order after it has been processed?
A. Yes, all changes requested after an order has been processed will result in a 15% restocking fee per item that is changed.

Q. Do you offer rush processing?
A. Yes, AVADirect offers rush processing for notebooks, desktops, and servers. Feel free to contact our sales depertment to have it added to your order.

Q. I would like to cancel my order, how can I do this?
A. All cancellation requests must be submitted by phone to the customer service departments. Cancellations will result in a 15% restocking fee after it has been processed.

Did we answer your Customer Service questions? If not, please feel free to contact us using the following information:

Phone: 216-503-6374 Option 5
Email: online@avadirect.com

Edited by Jmundy - 27 Sep 2012 at 10:19am

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Jmundy Members Profile Send Private Message Find Members Posts Visit Members Homepage Add to Buddy List AVADirect Staff AVADirect Sales Joined: 08 Apr 2008 Location: AVADirect HQ Posts: 1333	Quote Reply Topic: Customer Service FAQ Posted: 19 Apr 2012 at 5:23pm
	Thank you for visiting the Customer Service FAQ section of AVAForums! Here, you can read the most frequently asked Customer Service questions. Q. How can I find out the status of my order? A. AVADirect currently does not have a real-time status indication system. To find out the status of your order, you are welcome to call, email or communicate through the AVADirect message board system by logging into your account on AVADirect.com Q. How long will it take for my order to ship? A. On Average, all orders take approximately 10-14 business days before stock is proceured, the product is assembled, tested, and then shipped. Estimated ship dates will vary depending on the product purchased. AVADirect uses FedEx to ship all complete systems. Q. What is the Credit Card Authorization Form and why do I need to fill it out? A. The Credit Card Authorization Form is designed to prevent credit card fraud and keep your sensitive information safely on file. If an individual were to have stolen your credit card information, and submit an order with AVADirect, this form would prevent them from doing so. Q. I do not have a fax machine to send the Credit Card Authorization Form. Can I send it a different way, or pay with a different method? A. If you do not have a fax machine, you can scan and email the Credit Card Authorization Form to: accounting@avadirect.com If you wish to pay using a different method, you are welcome to proceed with the following methods of payments that do not require the Credit Card Authorization Form: Paypal Check Money Order Wire Transfer Q. I received an email stating I have messages pending in my account, how can I view them? A. To see current messages sent from AVADirect staff, you will want to navigate in the following fashion, once logged in. My Orders > click on the AVA-XXXXXX reference number of the order you currently have submitted with us > the messages should be shown directly below the "order summary" information, under the "message board" column. Q. My order is on hold because my billing and shipping address is different, why is this? A. As part of AVADirect's fraud prevention procedure, all addresses must be verified with your credit card holder before we can process your order. If you wish to ship to two different addresses, you can contact your bank to have an additional address added to the addresses associated with your credit card. If this proves too difficult, you are welcome to proceed with a different method of payment, other than credit card, that does not require this. Q. Why do you charge me before shipping an order? A. AVADirect is a custom computer builder that requires payment upfront to provide custom products. Although we carry many parts in stock, we do carry everything required to build custom system. AVADirect must first obtain funds from the customer before we can proceed with processing an order. Q. Will I be informed when my order is getting ready to ship? A. Yes, you will receive a FedEx tracking number once your order has shipped. All AVADirect shipments are signature required, so this will allow you to cordinate a date to make sure is it received. Q. Can I make changes to my order after it has been processed? A. Yes, all changes requested after an order has been processed will result in a 15% restocking fee per item that is changed. Q. Do you offer rush processing? A. Yes, AVADirect offers rush processing for notebooks, desktops, and servers. Feel free to contact our sales depertment to have it added to your order. Q. I would like to cancel my order, how can I do this? A. All cancellation requests must be submitted by phone to the customer service departments. Cancellations will result in a 15% restocking fee after it has been processed. Did we answer your Customer Service questions? If not, please feel free to contact us using the following information: Phone: 216-503-6374 Option 5 Email: online@avadirect.com Edited by Jmundy - 27 Sep 2012 at 10:19am
	Joseph Mundy Assistant Sales Manager 1-216-503-6361 joseph.mundy@avadirect.com