Protx
Section

Shopper Help: FAQs



Order Queries

  1. I haven't received the goods I ordered
  2. I need to return my order and arrange a refund
  3. I need a VAT receipt
  4. I have a general question about my order
  5. I have tried to contact the company I ordered from, but I have not received any response. Can Protx help?


Q: I haven't received the goods I ordered, I need to return my order and arrange a refund, I need a VAT receipt, I have a general question about my order

A: Protx securely process transactions and make sure your transaction details are kept secure. However, we do not hold any order or delivery details and we cannot process refunds or cancel transactions on behalf of the merchants who use our service. Please contact the company you ordered from directly and they will be able to assist you.

 

Q: I have tried to contact the company I ordered from, but I have not received any response. Can Protx help?

A: If you have a query regarding your order, please first contact the company you ordered from. Protx process online payments, but we do not hold any information about your order and we cannot arrange a refund or cancel orders on behalf of the companies who use our services.

You should find the company's contact details on the company's website, the customer receipt, and on the Protx transaction confirmation email.

However, if you have difficulty contacting the company you ordered from, or if the company does not respond to your attempts to contact them, please follow our merchant escalation process.




Payment Queries

  1. How do I know if my payment has gone through?
  2. I received an error code, what do I do?
  3. My credit card has been rejected by your system as it is the wrong length / the issue number is incorrect
  4. How do I know my details are secure?


Q: How do I know if my payment has gone through?

A: Protx operates different payment methods with different companies so the transaction confirmation will vary depending on the system used.

All systems will send you to either a successful payment page or a failed payment page on the merchant website which will tell you the status of your transaction.

You may also receive a confirmation email from the Protx system which confirms the status of your transaction.

If you are in doubt about the status of your order, please contact the company you ordered from with all relevant details and they will be able to advise you of your order status.

 

Q: I received an error code, what do I do?

A: If you receive an error code during the transaction process, please email the code to support@protx.com and we will advise you on how to proceed.

 

Q: My credit card has been rejected by your system as it is the wrong length / the issue number is incorrect

A: The Protx payment system will detect and reject any card number which is incorrectly formatted. If you believe that our system should accept the details you are entering, please email the first 6 digits of your card number to support@protx.com and we will advise you further.

 

Q: How do I know my details are secure?

A: If you have processed your order online using the Protx payment pages, please locate and click on the padlock image which can be found on our payment pages to confirm that your details are collected in a secure environment


The padlock is located in a different area of the payment page screen depending on the internet browser you are using - below is a list of the most popular internet browsers and where the padlock can be located on each of them.


Internet Explorer 6.0 (and previous versions): The padlock is located in the bottom right hand corner of the screen.


Internet Explorer 7.0: The padlock is located at the top of the screen and resides next to the address bar.


Firefox (all versions): The padlock is located in both the bottom right hand corner of the screen and inside the address bar at the top of the screen.


Opera: The padlock is located at the top of the screen and resides next to the address bar.


Safari: The padlock is located at the very top right hand corner of the screen and resides next to the 'minimize', 'maximise' and 'close browser window' buttons.


This padlock shows that your details are collected using 128 bit secure SSL technology.

Once you have entered your details, Protx will securely send these details to the bank to be authorised. This is a completely secure process and we ensure that your details cannot be accessed by a third party.

Protx is audited by an independent auditor on a regular basis to ensure that we comply with the latest security standards set out by Visa and MasterCard.


 

Merchant Escalation Process

If you have a query regarding your order, please first contact the company you ordered from. Protx process online payments, but we do not hold any information about your order and we cannot arrange a refund or cancel orders on behalf of the companies who use our services.

You should find the company's contact details on the company's website, the customer receipt, and on the Protx transaction confirmation email.

However, if you have difficulty contacting the company you ordered from, or if the company does not respond to your attempts to contact them, please follow our merchant escalation process:


1. Email Protx

Please email us at info@protx.com, providing us with the following information:
 

2. Protx will try to contact the merchant on your behalf

Once you have provided us with the above information, we will contact the merchant, informing them that you have had difficulty contacting them and asking them to respond to you within one week.


3: Still no response - contact your issuing bank

If the merchant has not contacted you within a week, we recommend that you contact your card issuer who may act on your behalf to recover your funds.

Although Protx will try to help you contact the merchant you ordered from, any dispute must be settled between you and the merchant.




Merchant Best Practice

Protx only provide transaction services to companies who have been approved to accept credit card details from their acquiring bank. We closely monitor merchants to ensure that they continue to follow best practice guidelines for online trading.

We take any complaints made against merchants who use our services very seriously and we will withdraw our services if a merchant fails to provide adequate customer service.