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Frequently Asked Questions

Pictures

Do I have to have pictures of each item?

Can I have more than one picture of an item?

Site Setup

Is my site visible to the public while I'm adding my inventory?

Can I update the inventory whenever I want?

How long to I have to add all my items and inventory before my site will be activated? Is there a time limit?

Credit Cards
I want to accept credit cards. How can I get a merchant account?
What if I already have a merchant account?
What if I am in another country?
Can I use payment services and/or escrow services?


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Ordering

How will I know what a customer orders?

How do I confirm an order and let the customer know what the shipping charges will be?

What if an order gets cancelled? Do I still have to pay EARTHLING?

How does EARTHLING know what's been ordered from my site?

What do I do if I get an order but it bounces back to me because of a bad e-mail address?

Miscellaneous

I have a physical shop. Can I list items for sale online and still have them available in my shop?

Can I have my own domain name?

What is my URL?

What happens if I change my ISP and have a different e-mail address?

How do I track how much my inventory is worth?

I don't understand that report about my site that I get daily. What does it all mean?

I tried to access the links from these FAQs to the Member's Page and it won't let me in. What's the problem?

I have questions about my monthly invoice. Who do I contact? Where do I send payment?

Does EARTHLING offer technical support while I'm setting up my shop? How do I get in touch with someone at EARTHLING?

I use WebTV. Can I use the MakeAShop system to set up a store?


Q

Do I have to have pictures of each item?

A

Yes, you need to have at least one picture of each item. This picture cannot be a "group" shot with several items in one picture. Each item MUST have it's own picture.
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Q

Can I have more than one picture of an item?

A

Our system allows up to eight pictures if you like. The first picture you upload will be used as the thumbnail view, and then all pictures will be viewable after the customer clicks on the thumbnail view.
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Q

Is my site visible to the public while I'm adding my inventory?

A

The only people who can view your site are those who have the URL. Until EARTHLING activates your site, you are not listed in the search engines, nor on the EARTHLING list of stores.
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Q

Can I update the inventory whenever I want?

A

Yes, you can work online 24 hours a day.
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Q

How long to I have to add all my items and inventory before my site will be activated? Is there a time limit.

A

You must add your initial inventory within 14 days, or your site will be removed from our server. After that we encourage you to frequently enter new merchandise, as this will keep your EARTHLING store fresh with visitors returning often to see your new merchandise.
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Q

I want to accept credit cards. How can I get a merchant account?

A

You can apply for a merchant account by using this form.
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Q

What if I already have a merchant account?

A

You can continue to use your original merchant account. Your setup will include an option to let us know which credit cards you accept.
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Q

What if I am in another country?

A

If you are in a country other than the U.S., you must be able to accept credit card payments - either your own merchant account or one through PayPal.

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Q

Can I use payment services and/or escrow services?

A

EARTHLING.com can accommodate the use of PayPal through the Order Form. EARTHLING.com does not endorse these services nor do we offer support for them.
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Q

How will I know what a customer orders?

A

When an order is placed, both you and the customer are sent a computer generated order stating what the item is, the description, and price. The customer's name, address, e-mail address, etc. will also be included.
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Q

How do I confirm an order and let the customer know what the shipping charges will be?

A

After a computer generated e-mail is sent to both you and the customer, you should send the customer a personal e-mail confirming item availability, shipping charges, and the amount that they should make payment for or that will be charged to their credit card.
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Q

What if an order gets cancelled or returned? Do I still have to pay EARTHLING?

A

Of course not. We understand that this may happen. Our online invoice system lets you edit your sales. Please do NOT notify EARTHLING of each individual return or cancellation. The information MUST be included in the online invoice report.
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Q

How does EARTHLING know what's been ordered from my site?

A

EARTHLING monitors all shopping cart transactions that take place on your site. We also use several other techniques to check that the commissions dealers pay us are accurate. Random purchases by an EARTHLING representative are frequently used to check compliance with our commission based payment system. Dealers who are not keeping accurate records of their on-line transactions are immediately removed from our system.
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Q

What do I do if I get an order but it bounces back to me because of a bad e-mail address?

A

The first thing you should do is look at what the person put in as their e-mail address. Familiarize yourself with how a proper e-mail address looks and you may be able to figure out a good e-mail address. If that fails, please try to call the customer if they left a phone number on the order. You can even resort to U.S. mail if all else fails. Note that EARTHLING does NOT know anything more about the e-mail address of a customer than you do. We only know what's been supplied by the customer on the order form.
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Q

I have a physical shop. Can I list items for sale online and still have them available in my shop?

A

Yes you can. You just need to be diligent about removing items from your online shop that are sold from your physical location.
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Q

Can I have my own domain name?

A

Yes, you can have your own domain name and have it direct right to your EARTHLING store. For more information, please use our question form.
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Q

What is my URL?

A

The URL of your EARTHLING store is http://www.earthling.com/stores/yourlogin
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Q

What happens if I change my ISP and have a different e-mail address?

A

Simply contact masinfo@earthling.com and they will change this information for you.
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Q

How do I track how much my inventory is worth?

A

Just visit the members page, and select the 'count inventory' option.
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Q

How do I distinguish between an e-mail directed to my mailbox only and an e-mail directed to all members?

A

The EARTHLING mail that is sent to all of the dealers, begins with the body of the e-mail reading "EARTHLING-dealers-Buy" or something similar in a form lay-out. You are free to respond to these if you feel that you can help them, or you are free to disregard them if they don't pertain to you.
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Q

I don't understand that report about my site that I get daily. What does it all mean?

A

There is an explanation of all items in that report available from the Members Page.
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Q

I tried to access the links from these FAQs to the Member's Page and it won't let me in. What's the problem?

A

Once you set up a store with us and get your login and password, you will have access to this information.
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Q

I have questions about my monthly invoice. Who do I contact?

A

Just contact the EARTHLING Billing Department. Please include your store login (i.e. /stores/login) in the "Subject" line.

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Q

Does EARTHLING offer technical support while I'm setting up my shop? How do I get in touch with someone at EARTHLING?

A

We offer full user support by e-mail If you have any questions during the setup of your site, please use our question form.
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Q

I use WebTV. Can I use the MakeAShop system to set up a store?

A

Although you can add inventory and otherwise maintain a shop through the use of our online forms, you will need access to a PC in order to upload pictures.
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