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I don't have a domain name, how do I get one?
Please see our section on setting up a web site by clicking here.
Can I sign up with DirectHME if I already have a website?
Read our section on Getting Started.
How many email addresses will be provided with my web site?
You will be provided with up to 10 email addresses. The email addresses will be in the format of yourname@yourdomainname.com or help@yourdomainname.com. This applies only to customers purchasing one of our custom sites or templates.
Is there a way for me to find out how many visitors are visiting the site?
We will provide you with detailed web statistics using our Web Trends reporting software. These reports will be issued to you once a month.
Do you offer search engine submission services?
We will submit your site to 300 search engines. However, we cannot guarantee you top placements in the search engines with this basic service. If you desire to have a more detailed submission we will need to discuss additional fees for this service.
Is your shop cart secure?
We provide encryption through the use of digital certificate issued by Verisign. Encryption is 128 bit.
What do the monthly fees cover?
The monthly fees charged for the shop cart and database portion are for the licensure of our software, hosting your shop cart, product database updates, and electronic order transfers.
How are orders processed from our web site to Invacare Supply Group?
We have built into our software the EDI order transmission to ISG. Once you have approved an order you will click on the submit button on your administration page to send the electronic order to ISG. Or, if you are set up for real-time credit card transactions, the order will be sent automatically.
How will I know when I have received an order online?
You will be notified by e-mail when an order has been received. You will be able to view your orders in the password protected administration pages. You will also receive an EDI confirmation that can be viewed in your administration page.
How will I receive order confirmation and status from Invacare Supply Group?
You will be notified by e-mail of the order status and shipment tracking information.
Will my customer receive confirmation of the order status from Invacare Supply Group?
You and your customer will simultaneously be notified by e-mail of the order status and shipment tracking information.
How many products are in the database?
There are over 15,000 product SKU's in the database.
How many of the products have images?
Over 75% of the products have images available for viewing.
Who is responsible for the content of the product database?
Invacare Supply Group is responsible for and provides the product database content for your use.
Who maintains my product database?
The product database is maintained by Direct HME from the updates given by Invacare Supply Group.
What if I want to make changes to product details?
We welcome suggestions for product detail updates or changes. All requests will be forwarded to Invacare Supply Group for review.
Who controls the pricing of items in my product database?
You can control your own pricing by individual products or categories. You will provide us with the authorization to load your ISG pricing in your database. At the time we set up your site, we will ask you for a default percentage markup (i.e. 40%) for items across the board.
What type of payments can I accept online?
You can accept credit cards, purchase orders, and insurance. You may choose to accept all three methods or any combination of the three.
What do I need to do in order to process Credit Cards?
You will need to set up a merchant account with your local bank. It is up to you to decide which companies' credit cards you want to accept (i.e. American Express). The bank will need to set up a credit card processing terminal at your office. Be sure to tell your bank that you need the type of terminal that will allow you to enter the card numbers manually with no card present. We can assist you with this service but there will be an additional fee to do so.
How do I process a credit card?
When you receive a credit card order, you will process the credit card manually through your terminal. When authorization is received, you will click a "submit" button that will submit your order to ISG electronically. This process ensures your complete control of orders and payment processing.
I want to process credit cards seamlessly over the Internet. Can we be set up to do this?
Yes. We will need to obtain some information from you about your existing merchant account to see if you can use that one (certain bank merchant account are not set up to do online transactions). Otherwise, you may need to establish another merchant account for online sales.
How do I process a purchase order?
You will need to establish from whom you will accept purchase orders. During checkout, customers will choose their method of payment. If they choose purchase order, you will determine if they are authorized or if you need to contact them for more information. If you approve the order, you are able to submit the order electronically to ISG.
How do I process an insurance payment?
During checkout, customers will select their method of payment. If they choose "Please Contact Me and Bill My Insurance" you will contact them for insurance details. If you approve the order, you are able to submit the order electronically to ISG.
How will the product search feature be beneficial to my customers and me?
Searches can be executed by product descriptions, HCPCS codes, or product numbers. Product descriptions will enable you to view all products with a certain word that is included in the product details, i.e. gloves. Searching by HCPCS will allow you to view similar items in the database. You can reference product numbers to conduct searches. If you currently use the ISG catalog, you can use it in conjunction with the search feature to find pricing and product details.
What is the "Billing Address Book"?
The billing address book is where your customers can keep multiple billing addresses. Your B2B customers, such as independent case managers, mainly use this feature. This will enable you to market your website to the managed care industry.
What is the "Shipping Address Book"?
The shipping address book is where your customers can keep multiple shipping addresses. Your B2B customers, such as independent case managers, mainly use this feature. This will enable you to market your website to the managed care industry.
What is the "Featured Products Wizard for Home Page"?
The Featured Products Wizard on your administration page gives you the ability to list products that you wish to feature on the home page of the shop cart.
What is the "Featured Products Wizard for Category Pages"?
The Featured Products Wizard on your administration page gives you the ability to list featured products from a particular category on each category page.
What are "Favorites "?
Your customers can create their own list of favorites or routinely ordered products. This list will enable your customers to access these products immediately for reorder by clicking on the Favorites button.
What website functions are found on the password protected administrative page?
Functions found on the administrative page include, product pricing control, viewing past and current orders, viewing customer information, order processing, and the featured product wizard.
Can I have banner advertising on my website?
Yes. You will need to provide us with the banner ads or our design partner JSS Enterprises can develop them for you. For more information and banner ad specs, please click here.
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