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1. What essential conditions need to be
possessed before making payment?
(1) Safe environment of visiting the Internet; avoid operating in
public places, such as Internet cafe, etc.
(2) The cipher strength of IE browser can not be lower than 128-bit;
otherwise the high encrypted patch must be downloaded and installed.
Open IE browser--help menu--about Internet
Explorer to check and remember the version of IE. If cipher strength
is lower than 128-bit, click on the information shown in () to go
to Microsoft web site to download new updates.
Payment platform page contains a download
area; users may choose the appropriate version to download.
Traders can log in trader-side management
system--system management--download area to download
(3) The band cards held by normal users must be used in the geographical
region supported by the band and online payment function must be opened.
2. Is it secure if bank card details shown online?
After users choose any bank to pay on Capital Electronic Store Payment
Platform, the system would immediately go into the Gateway of that
bank. Bank card details would be filled in on the encrypted gateway
page, payment platform or web site can not see any information.
The process of inputting and submitting card details adopts international
universal SSL or SET digital certificate to encrypt and transmit;
the online payment system of each bank can completely guarantee the
safety of paying online
3. Is there any other charge when selecting online payment as payment
method?
No
4. Users' self-protection on bank card:
1. Do not use a same password on every card.
2. Remember your password!!
3. Do not tell your password to anybody else, including friends.
4. Avoid being peeked when input your password.
5. Do not use your birthday, telephone number or other repeated number
as your password.
6. Change password when it might be leaked.
7. Change password frequently.
8. Use anti-virus or personal firewall programme to protect your PC
when surfing the Internet.
5. When making payment, a error message says: the submission of
your order to bank is failed, which may be caused by:
1. Your IE browser is not 128-bit encrypted, please update as stated
above.
2. A same order number can not submit to bank twice, please remake
order to get a new order number: according 1, update to high encrypted
version and re-pay.
Each bank only accepts each order once for ensuring payment safety
and avoiding data error. It is not allowed if users choose some bank
and then click "back" to return to payment page and re-choose
other bank. Users must now re-order to get new order number and then
make payment.
Some bank gateways do not support Windows XP system; there is no possible
solution for it, so users have to change other operating systems and
have a try again.
6. What to do if the result is "suspicious order" when
using the bank card of Industrial and Commercial Bank of China?
This situation often causes by the system of that bank. There is 90%
possibility that the money has been transferred out of cardholder's
account, but the bank system appears "payment refused" message.
To this problem:
Beijing card users can directly contact payment
platform and provide order number to us. We will be responsible for
contacting relevant departments in that bank to change the payment
status to "payment successfully done" or refund.
The card holders in other provinces need contact the local department
of this bank online and require changing the status of order.
7. What can cause "Payment refused"?
1. The using bank card is not in the area supported by the bank.
2. Online payment has not opened on the card.
3. The using card is expired, invalid or reported to loss.
4. No enough credits on the card.
5. Card number or password is not correct.
6. ID number is not correct.
7. Data transfer error.
8. Network breaks.
9. The amount on order does not equal to the amount paid.
8. Why can not receive products after I paid?
That may because:
1. The information that customers have inputted is wrong, so valid
order does not generate
2. Valid order has been generated, but there is no enough money on
customer's bank card.
3. Sellers do not have enough products. Then sellers should contact
customers in due course and inform Capinfo to refund money to customers.
9. Using Debit card of bank of China can not pay?
Because the security level of debit card of bank of China is very
high, so failure to pay might occur in payment process.
It may because:
1. Have you installed Electronic Wallet of bank of China?
2. You have to set up your proxy server in your electronic Wallet
if you do use any proxy server to visit internet.
3. Have you downloaded Electronic Certificate and installed successfully?
4. In payment process, you may try more times if when finish inputting
PIN number but display "Fail". This is because the current
network condition is not stable, but now it is getting better every
day.
10. Is it secure to enter my credit card information?
Yes, your credit card information will only be accepted by the webpage
provided by your bank, so the website does not know your information.
11. What if I failed in paying on the WebPages?
Failure in paying on web is usually caused by insufficient balance
in credit or disconnection of the Internet during the payment. If
encountering this, please make a new order or pay by other ways.
12. Why can't I apply for a personal bank account using Windows
XP system? How to solve this?
Due to the security reason, our website not only run under SSL encrypted
transferring protocol, but also the advanced encrypted process. JAVA
virtual machine will be used during the encryption process. So on
the computers with JAVA virtual machine, there will be problems such
as failure in applying or logging on personal banking. For example,
on the computers with unlicensed Windows XP system, for some reason,
JAVA components will not be installed on those computers, which lead
to the failure in applying for a personal bank account.
If you are using Windows XP, but you cannot use our online banking
system, you can visit JAVA official website (http://java.sun.com)
and have the detection and installation. The URL for the detection
is as following, http://java.sun.com/getjava/index.html. After you
open the webpage, you can see an image with a cup of hot coffee if
your PC has installed the JAVA component. If not, it will instruct
you to install the JAVA component, in which you can find instruction
for installation in detail.
13. How to operate when purchasing big amount goods?
When customer buys big amount goods (single order over RMB 3000, daily
order over RMB 10000), Capinfo will inform customer through trader
to ask signature from customer. Capinfo would transfer money after
obtaining confirmation message from customer. If the customer is an
old user of some trader, then the trader can give the customer's information
to Capinfo in advance. Thus, this can reduce the middle steps and
increase the speed and the possibility of success of trade.
14 How to query the process of ordering?
If you have any queries of your ordering process, you can call or
e-mail customer service centre where we have colleagues who specially
serve you for these enquiries. Such as: number of order, order time,
order website, type of paying card and amount of payment.
Phone: 86 10 82652626-6811、6826、6817
E-mail:ecs@capinfo.com.cn
e-c@capinfo.com.cn
15. How to consign on Internet shopping?
It depends on managing method of individual merchant in the shopping
city. Generally, merchants will consign immediately after they receive
our message when we receive customers' payment. If there is any problem
of lack of products your ordered, merchants will inform you by E-mail
or other methods.
16. Who is responsible for taking ideal or suggestion?
we appriciate that you contact with our customer serivice center by
E-mail or telephone if you have any disatisfaction or suggestion of
our service. we will solve your proble ASAP.
Phone: 86 10 82652626-6811、6826、6817
E-mail:ecs@capinfo.com.cn
e-c@capinfo.com.cn
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