Please click on the questions below. If your question is not answered below, please Contact Us for assistance.
1. Is my credit card information safe with you?
2. Are transactions secure?
3. How will the charge appear on my credit card statement?
4. Why is my valid credit card being declined?
1. I ordered but I haven't received anything.
2. I received my receipt but I haven't received any download instructions.
3. When I click on my download link, I receive an error message.
Is my credit card information safe with you?
Your credit card information is extremely safe with us. In fact, we can only see the last four numbers of customer credit cards. Only the credit card processor and issuing bank can see your complete credit card number. We do not store credit card information on our servers so identity theft is impossible when doing business with us.
Are transactions secure?
Absolutely. All transactions are 100% secure and encrypted with 256-bit SSL. We use Thawte, one of the leading certification authorities, to secure and encrypt all transactions. You may view our certificate information here. We use ShareIt, a division of Digital River, to process payments and deliver our files to customers.
How will the charge appear on my credit card statement?
Most issuing banks will list the charge as DRI*The Spreadsheet Store, New York, NY.
Some banks will occasionally shorten the name to read something like DRI* Spreadsheet St, NY, NY or DR* The Spreadsheet St, NY, NY
And in extremely rare cases, the issuing bank will include the name of our credit card contact person on the charge. We are not sure why issuing banks would include this information and they only do in about 1 out of 1000 transactions. In any case, our credit card contact person is Philip Murphy.
Why is my valid credit card being declined?
Occasionally, our fraud detection measures work a little too well and valid credit cards are declined. If your credit card is being declined and you know your card is valid, you may want to use an alternate credit card to complete your purchase.
I ordered but I haven't received anything.
If you placed your order and haven't received anything, your spam filter most likely misidentified out emails as spam. Please check any spam or "junk" email folders you may have. This accounts for 99% of the cases where someone orders and does not receive our emails. If you have checked your spam folder and still do not see our emails, chances are you entered an incorrect email address. In these cases, you need to email our support team at firstname.lastname@example.org to have the emails re-sent.
I received my receipt but I haven't received any download instructions.
When an order is placed, our system automatically sends out two emails simultaneously. One is a receipt that contains your order information. The second is an email containing your unique download link. If you received one and not the other, there is a 100% probability that your spam filter caught the second email. (Some spam filters automatically screen emails that are sent from the same domain in rapid succession.) Please check any spam or "junk" email folders you may have. If you have checked your spam folder and still do not see the email, you need to email our support team at email@example.com to have it re-sent.
When I click on my download link, I receive an error message.
Some email programs parse links that exceed a specified number of characters. Others will add a ">" placeholder in front of each parsed line. This can disrupt the path your computer follows to the file when the link is clicked. To solve this issue, we have included a block of text containing the link. It begins with URL=http://www.spreadsheetstore.com/ and contains a long list of characters, ending in xls. Copy the text (beginning with http. Do not include the URL= portion.) and paste it into the address bar of your browser. It is primarily free email providers that parse links in this manner. Every link that is sent to a customer is automatically checked to ensure it is valid. If you cannot get the link to work, your email program has most likely added ">" placeholders that must be removed for the link to function properly. If you have followed the steps above to troubleshoot link problems and still cannot get it to work, please email our support team at firstname.lastname@example.org to have the product sent to you as an attachment.
If you need assistance with something other than the above topics, please Contact Us for assistance.