Re- En g in e e rin g e C o m m e rc e F o r O n lin e B u s in e s s Customer User Guide Last Updated: June 2012 2012 Digibilly - All Rights Reserved Worldwide. PayPal is a registered trademark of PayPal, Inc. The PayPal logo is a trademark of PayPal, Inc. Other trademarks and brands are the property of their respective owners. The information in this document belongs to Digibilly. It may not be used, reproduced or disclosed without written approval. Non-Liability Notice: The information contained in this document is provided to you "AS IS" by Digibilly, which makes no warranties of any kind (whether express, implied or statutory) for the accuracy, errors or omissions it may contain. Digibilly assumes no liability for damages (whether direct or indirect) arising from the use of this information or resulting from the use of the services described within this document. Digibilly reserves the right to make changes to any information in this document without notice.
PUBLIC BETA NOTICE Early adopters of Digibilly should be aware that it is a work in progress. All of the core functions have been rigorously tested and have been formally approved for use by PayPal. This means that all features presently listed on the Main Menu are accessible and usable. Some features, still in testing or development will be deployed at a later date and will be published in our news feed. That said, feedback from our users is an important part of the development process. If you experience technical issues when using Digibilly, please use the Help Desk to report them. If you have any comments, suggestions or would like to provide feedback on your overall experience with Digibilly, we'd love to hear from you. You can contact us directly by sending email to admin@digibilly.com Everyone at Digibilly has a strong, ongoing commitment to the continued development of our platform and to do so with a view towards providing an excellent user experience. 2 P a g e
TABLE OF CONTENTS PUBLIC BETA NOTICE... 2 CREATING YOUR DIGIBILLY CUSTOMER ACCOUNT... 4 LOGGING INTO DIGIBILLY... 5 LOGGING OUT OF DIGIBILLY... 5 NAVIGATING YOUR WAY AROUND DIGIBILLY... 6 NO COOKIE OR NO SCRIPT ERRORS... 8 MANAGE YOUR DIGIBILLY CUSTOMER PROFILE... 9 UPGRADE YOUR DIGIBILLY ACCOUNT...10 SUBMIT TICKET TO THE DIGIBILLY MERCHANTS HELP DESK...11 MY DIGIBILLY HELP DESK TICKETS...12 VIEW/REPLY TO SUPPORT TICKETS AT DIGIBILLY...13 OBTAINING SUPPORT FROM DIGIBILLY...14 DO NOT SUBMIT TICKETS TO DIGIBILLY FOR...14 DIGIBILLY CUSTOMER PURCHASES...15 DIGIBILLY CUSTOMER PURCHASE DETAILS...16 DIGIBILLY SECURE DOWNLOAD LINKS...18 REPORTING ABUSE TO DIGIBILLY...19 3 P a g e
CREATING YOUR DIGIBILLY CUSTOMER ACCOUNT First and most importantly, there is no charge to create an account at Digibilly, whether it's an Affiliate, Customer or Merchant Account. Additionally, Affiliates and Customers are able to upgrade their accounts for free as well. Digibilly uses PayPal's Account Authentication Services to manage our user accounts. This means that you log into your PayPal account whenever you want to access your Digibilly account. PayPal in turn, Authenticates you as a Digibilly user and provides us with limited, identifying information about you. For the sake of transparency, the following information is provided to us and stored at Digibilly: Customer's PayPal Payer ID Customer's PayPal Email Address Customer's First and Last Name Customer's Account Verification Status At no time does PayPal provide us with your password, credit card (or other financial information) or access to your account. To get started, navigate to https://www.digibilly.com - once there, click the Join Today menu item. This in turn loads a new page, called Step 1 - Authenticate Your PayPal Account. Please review this page carefully as it contains security related information. When ready, click the green, Authenticate Your PayPal Account button. At this point, you'll be handed off to PayPal to log into your account. Once you've done so, PayPal will send us the Authentication information we need and you will be returned to Digibilly automatically. Back at Digibilly, you'll now be on Step 2 - Choose Your Digibilly Account Type. From the three choices, tick the Customer Account radio button and then click the green, Create Your Digibilly Customer Account button. That action takes you to Step 3 - Digibilly Merchant Legal Agreement. After reviewing the legal documentation, and assuming you agree with it, tick the checkbox labeled, "Tick The Checkbox To Indicate Your Agreement". 4 P a g e
NOTE: We encourage Customers to carefully review our legal documentation and to periodically check it as it is subject to change. All that's left for you to do is to click the green, Create Your Digibilly Customer Account button. The page will reload and you will now be logged into your new Digibilly Customer Account for the first time! If you landed on any one of several error pages we've provided, please read them carefully for instructions on how to proceed. LOGGING INTO DIGIBILLY Each time you log into Digibilly, you'll be redirected to PayPal to log into your account there. PayPal will then automatically return you to Digibilly once you have completed the Authentication process. If there was a problem with Authenticating your PayPal Account, you will be redirected to one of several error pages at Digibilly, which will explain what to do. Once you have logged into Digibilly successfully, you will have access to your Purchases and the Digibilly Merchant Help Desk. LOGGING OUT OF DIGIBILLY When you are finished with Digibilly, it's always a good practice to click the Logout link on the main menu. This terminates your session and then sends a Token to PayPal to ensure that you have logged out of your session there as well. NOTE: When you log into Digibilly, PayPal sends Digibilly a Token to close the secure session that is opened there. Generally this will expire on its own and log you out of PayPal after 5 minutes (you remain logged into Digibilly). For security reasons, Digibilly will send the Token back to PayPal anyways, just to be positive your session there has closed. If your computer is accessible to others, we also recommend you close the web browser used to log into Digibilly. This will ensure that all data in memory has been destroyed. 5 P a g e
NAVIGATING YOUR WAY AROUND DIGIBILLY Digibilly is a genuinely state of the art web application, built entirely in HTML5, CSS3 and relies heavily on JavaScript/JQuery for its User Interface. For this reason, you'll obtain the best user experience by using an HTML5 compliant web browser like Google Chrome. Navigating through Digibilly relies on clicking links or buttons to perform a given action. You should NOT use your browser's back button, because Digibilly does not continually reload or change web pages (there's no page to back up to). Instead, elements of the Digibilly Framework are modified based on what you've clicked. Digibilly is laid out with five key areas as shown below: 6 P a g e
1. Messaging Area - At the top of the page is an area reserved for Messages that display information to you about whatever it is you happen to be doing. A Message with a blue background generally means that a given process is taking place. Yellow Messages confirm the success of specific actions such as saving data or uploading files. Conversely, Red Messages indicate that an error has occurred and attempts to describe it. Messages display for 3 to 5 seconds after clicking a button or link and will then fade away. You should always wait for the Message to disappear before doing anything else. 2. Main Menu - Depending on the type of Digibilly Account and what you are doing at any given time, the Main Menu gives you access to all of the various features of Digibilly. Menu items with a green triangle to the right of them indicate there is a submenu. Hover your mouse cursor over the Main Menu item to display the items on the submenu. 3. Work Space - The large open area on the left-hand side of the page is called the Work Space. Everything you do to interact with Digibilly will occur in this area. For example all forms and reports will be displayed in this space. Although not shown in the screen shot, this window scrolls as needed (e.g. a long report). These load dynamically into the Work Space, which is why it's important to not use your browser's back button. 4. Info Pane - Opposite the Work Space on the right-hand side is an area with a light gradient. This space is used to provide supporting information related to the activity you're presently involved in. 5. Footer - Located at the bottom of every page, the Footer contains links to all of the Digibilly Legal Documentation. 7 P a g e
Digibilly is designed to guide users from one activity to the next. For this reason, wait for each action to complete before trying to complete another action. For example, when you save your Profile, the green, Save Your Profile button fades out, a blue Message appears indicating Digibilly was processing the information you submitted and then a yellow Message appears indicating, "Your Profile Data Has Been Saved." Once the yellow Message fades out, the Save Your Profile button fades back in and you're good to go on to the next thing you want to do. Bear in mind that if you receive a red Error Message, anything you were attempting to save, was not in fact saved. You must first correct the error and then attempt to save it again. In addition to not using your web browser's back button, we recommend that you not refresh or reload the page. Depending on what you are doing, you may or may not end up on the same page. For example, if you are viewing the Purchase Details page and click Refresh or Reload on your web browser, the My Purchases List will be displayed. This is normal behavior resulting from how data is retrieved and displayed in Digibilly. Lastly, many pages within the Work Space contain a green balloon with a question mark - clicking this icon will overlay context-sensitive help for that page. NO COOKIE OR NO SCRIPT ERRORS As with most complex Web Applications, Digibilly makes use of "Cookies" to temporarily store information related to your session. It also uses JavaScript and jquery extensively. If you arrive at Digibilly and encounter an error page indicating that your web browser does not support Cookies or JavaScript, you will need to modify your browser settings if you wish to use Digibilly. Modern web browsers allow users to declare exceptions to domains to allow the use of Cookies and JavaScript. For Digibilly, enter the domain www.digibilly.com. 8 P a g e
MANAGE YOUR DIGIBILLY CUSTOMER PROFILE You access your Customer Profile from the Home Menu, which will load this form into your Work Space when selected: Your Customer Profile shows the personally identifiable information about you stored in Digibilly. Those fields are disabled and cannot be edited, as the information is retrieved directly from your PayPal Account. If you would like to receive Notifications of New Products added to Digibilly, you can indicate that to us by selecting Yes Please from the drop-down list. This field is automatically set to No Thanks by default when you created your account. If you would like those Notifications to be sent to an alternate Contact Email Address, please enter it in the field provided. Then just click the green, Save Your Profile button to store it in Digibilly and you're good to go. You may change this preference at any time by logging into your Digibilly account and changing the New Product Notifications setting to No Thanks. NOTE: Digibilly was not built to do any form of email marketing - Product Notifications are simply that...letting you know that there are New Products available in the system that you may be interested in. 9 P a g e
UPGRADE YOUR DIGIBILLY ACCOUNT In case you're wondering, the only difference between Digibilly Accounts is what you intend to use it for. Customer Accounts, for example, only have a couple of menu items, which makes learning your way around Digibilly very easy. Also, Customer Accounts do not need to Grant PayPal Refund or Transaction Data Permissions to Digibilly. Affiliates only have one additional menu item regarding Affiliate programs, so their learning curve is also very small, at least compared to a Merchant Account. NOTE: Merchants do not have an Upgrade Account Menu item. You access the Upgrade Account page from the Home Menu, which will load this form into your Work Space when selected: When you click the green, Upgrade To An Affiliate Account button, Digibilly will automatically Upgrade your Account. You will then repeat this process to Upgrade your Account from an Affiliate to Merchant Account. Once you Upgrade your Customer Account to an Affiliate Account, you will immediately be prompted to Grant PayPal Refund Permissions to Digibilly. That is explained in more detail in the Digibilly Affiliate User Guide. Unless you actually plan on promoting products as an Affiliate or Selling them as a Merchant, we recommend that you stick with a Customer Account just for ease of use. 10 P a g e
SUBMIT TICKET TO THE DIGIBILLY MERCHANTS HELP DESK When Merchants choose to use the Digibilly Merchants Help Desk as their support mechanism, their customers will find the form shown below on the Help Desk menu under Submit New Ticket. You'll first be prompted to Choose a Product that you are submitting this Ticket for. The drop-down list only contains those Products which you have purchased through Digibilly. After selecting a Product, the remainder of the form is displayed. You'll enter an appropriate Topic, Describe what the problem is and then click the green, Submit Ticket To Merchant button. The Merchant is notified by email immediately that they have a new Ticket in the system. By default, Digibilly uses your PayPal Email Address for Merchant responses. However, you may enter a different Contact Email Address instead, if preferred. NOTE: If the Merchant for a given Product is not using our Help Desk, a message will be displayed to you with the URL of the Merchant's Private Help Desk or the Email Address to contact the Merchant directly. 11 P a g e
MY DIGIBILLY HELP DESK TICKETS On the Help Desk submenu, you'll find an item labeled My Help Desk Tickets. Selecting this item loads the table shown below into your Work Space, which lists all Help Desk Tickets you've Submitted to Merchants through Digibilly. The Help Topic column of this field contains the original Topic you entered on your Ticket and links it to the View/Respond To Tickets page. The Status column has three values - New Ticket (the Merchant has not Viewed it yet), In Progress (the Merchant has Viewed it and presumably working on it) and Closed (the Merchant believes the issue to be resolved). Help Desk Tickets can only be Closed by the Merchant, but you can Open it back up by Replying to it. The Replies column simply gives a running total of how many Replies back and forth were made on that ticket between yourself and the Merchant. If you have Submitted a lot of Tickets (and thus the table is quite large), there are built-in Pagination controls that will appear automatically. This will allow you to "Page" back and forth through all of the Help Desk Tickets you've Submitted. You may also use the Filter textbox to enter a partial word or phrase to "Filter" the number of rows in the table that match, which helps you to find the Ticket you're looking for quickly. 12 P a g e
VIEW/REPLY TO SUPPORT TICKETS AT DIGIBILLY When you select a Ticket from the My Digibilly Help Desk Tickets list, the form below is displayed in your Work Space. Help Desk Tickets are threaded, which means as you and the Merchant respond to each other, the messages are listed in order. To Reply to a Merchant's Response, simply type your message into the Customer Response textbox and click the green, Respond To Merchant button. After doing so, the Merchant will receive an email with the details and they can access your response from their own Open Merchant Help Desk Tickets menu item. 13 P a g e
We designed the Merchants Help Desk system at Digibilly to facilitate communication between Customers and Merchants. We encourage you to use it, both to resolve issues quickly as well as to document your efforts in one location. IMPORTANT: Help Desk Tickets cannot be deleted - everything you and the Merchant write to each other becomes a permanent record at Digibilly. We do this so that in the event of disputes or complaints from either party, there is a tangible documentation trail to follow. OBTAINING SUPPORT FROM DIGIBILLY If you are experiencing difficulty with Digibilly itself, go to the Help Desk Main Menu and select Submit Help Desk Ticket from the submenu. When that page loads in the Work Space, click the Choose Product drop-down list, where Digibilly will always be the first item in the list. Submit your Ticket to us and we will generally respond to it within 24 or less, excluding holidays. NOTE: At Digibilly, we believe that 24 hours is a reasonable length of time to allow a Merchant to respond to your Ticket. Do NOT Submit the same Ticket over and over to Merchants or to Digibilly - if you see your Ticket in your My Help Desk Tickets list, then you know it's available to the Merchant as well. DO NOT SUBMIT TICKETS TO DIGIBILLY FOR When you purchase a product from a Merchant, your business relationship is with them, not Digibilly. That said, please do NOT submit Tickets to us asking us to support a Merchant's product. As a policy, Digibilly will not reply to Tickets that are not related to Digibilly itself. We are not in a position to act or speak on behalf of any Merchant. We also ask that you not Submit Tickets to us asking us to "Nudge" the Merchant to respond to your Ticket or settle disputes with a Merchant. If you have a valid complaint regarding a Merchant, please see the Abuse section. 14 P a g e
DIGIBILLY CUSTOMER PURCHASES Another benefit to having a Customer Account at Digibilly is that you can access all of the products you've ever Purchased through us. Clicking the My Purchases main menu item will load the table shown below into your Work Space. This table lists the Name of every Product you've purchased through Digibilly, the Date you Purchased it and the Amount you paid for it. The Product Name on each row is hyperlinked to load that Product's Purchase Details for you to review. Rows that have lines through them indicate that the Purchase was Refunded at some point - you can still access the Purchase Details, but may not download the product or obtain support for it. Just like every table in Digibilly, you can "Page" through large volumes of data and "Filter" the number of rows presented by entering a partial word or phrase. NOTE: If you do not see a Purchase listed here that you are positive you bought, you most likely paid for it with a different PayPal Account or via credit/debit card separate from your PayPal Account. 15 P a g e
DIGIBILLY CUSTOMER PURCHASE DETAILS When you select a given Product Name from your My Purchases list, it loads the Purchase Details into your Work Space as shown in the example below. Everything we have on file related to your Purchase is listed on this page. Additionally, if the product you Purchased had any downloads associated with it, they are displayed here. In some cases, Merchants use a separate Order Fulfillment system - instead of download links, Digibilly displays a link to the Merchant's system for you. We also list the mechanism the Merchant prefers you use for support issues. If they are not using the Digibilly Merchants Help Desk, then a link to their Private Help Desk will be displayed. In some cases, the Merchant may want you to send an Email to a specific address, so Digibilly will display that instead. If they are using the Merchants Help Desk here at Digibilly, then we display a link to it that will load the Submit Ticket form into your Work Space ready to go. 16 P a g e
As part of their sales funnel, some Merchants may offer you a "One Click Upsell", which is a second product or an upgrade added to your order. When this occurs, Digibilly will display the additional Purchase information and download links as shown below. As you can see, two products are listed and an additional download link is provided in these cases. It's important that you not confuse a One Click Upsell (OCU) type of Purchase with an OTO (One Time Offer). An OCU is part of the original Purchase and both products are paid for as part of the same transaction. An OTO on the other hand is made is a completely separate transaction because it was presented post sale. An OTO, if used by a Merchant, is presented to you after completing your initial transaction at PayPal. When you are returned to Digibilly, the offer pops up over the Thank You/Confirmation page. Due to that, an OTO you Purchased will be displayed on a separate row on your My Purchases list and you will view the Purchase Details separately. 17 P a g e
If you Purchased a product and subsequently received a Refund for it, your Purchase Details related to that product will be similar to what we're showing below. As you can see, the same basic information is provided, however you are not able to download the product, nor are you able to request support for it (not that there's any reason you should need to). DIGIBILLY SECURE DOWNLOAD LINKS Merchants who use Digibilly for Order Fulfillment do so to deliver their Products Securely and Seamlessly to their Customers without resorting to otherwise cumbersome methods. While Download Links to the public side of Digibilly expire fairly quickly, Customers can always access their Purchases through their Account here at Digibilly. Secure Download Links remain active for up to 30 minutes (depending on what the Merchant has configured them for). 18 P a g e
REPORTING ABUSE TO DIGIBILLY Everyone at Digibilly works hard to ensure that our users have a great experience while using our platform. Sadly, we live in a world where some people will do their best to try and ruin that experience. If you encounter a problem with a Merchant or Affiliate through Digibilly and can provide factual evidence that they are violating our Terms of Use or doing something illegal, then we encourage you to report it by sending an email to abuse@digibilly.com Please remember that we require hard facts and not opinion or hearsay to act on a complaint. We will investigate and take appropriate action when you provide us with the factual details of what has taken place. Digibilly has zero tolerance for spam or for those who send it. If you are receiving spam from an Affiliate or Merchant, please send us the entire, raw email so that we may investigate it. As mentioned earlier, we are not arbitrators, nor are we in a position to settle disputes. In these cases, as long as neither party is violating our Terms of Use, we'll most likely recommend you both find a way to resolve it. 19 P a g e