Frequently Asked Questions – Managing orders
What should I do about the missing orders?
To find out the missing orders, follow the steps:

• Go to the seller’s account.
• Visit the ‘Manage Orders’ subsection of the ‘Order’ section
• Search for that order.
• Note down the purchase date.
• Review your order report from that date.
• In case the seller doesn’t still find the order, contact out ‘Customer Service’ here.

Why didn’t I receive the ‘Notifications’ of order confirmation?
Please go through following process to ensure that there is no problem from your side.

• ‘Notifications’ of order confirmation are selected in your ‘Account Settings’ of seller account.
• There are new orders in your ‘Manage Orders’ subsection of ‘Order’ section, after you have stopped receiving the ‘Notifications’.
• There is no anti-virus software blocking the ‘Notifications’.

In case there is no problem of that kind, please contact our ‘Customer Service’ for further help.
How do I confirm that it’s the real order?
If the order is placed in your ‘Manage Order’ subsection as the order then the seller is suppose to fulfill it and ship the item. Any order that is placed in the ‘Manage Order’ subsection is not only paid by the customer but also checked to be clean on forgery attempts.
Can I receive the confirmation of payment by the buyer?
No. The seller will not be informed about the payment by the buyer. As seller receives ‘Notifications’ of order confirmation, it means that the customer has already paid for the item and Mysolitarireconcepts.com has received it.
Where would I find ‘Credit Card Number’ of the buyer?
Since all the monetary deals with the buyer are handled by Mysolitaireconcepts.com, the seller would not have to bother about the ‘Credit Card Number’ of the buyer at all.
How does the seller contact customer regarding the order?
There are two ways of contacting the buyer for the order. They would help the seller. They are –

• Notifications of order confirmation

As the order is placed, the seller receives Email to inform the seller about the order. Then, the seller verifies the shipment of the order. We would send an Email to the buyer to confirm the delivery of the item.

• ‘Order Details’ page from ‘Manage Order’ sub-section

The ‘Order’ section has a sub-section called ‘Manage Order’. It would have the button to the ‘Order Details’ page at the right end of each order. This page would display the Email of the buyer for the seller to use.
Note:
We recommend the use Notifications as a regular process. The use of the buyer’s Email should only be used in case of urgency.
How does the buyer communicate the queries?
The buyer uses the ‘Query Form’ to send any communication to Mysolitaireconcepts.com. The seller would receive the query and the Email of the buyer from us. Then, the seller can communicate further.
Can the buyer send a link or HTML code to the seller?
For protection purpose, Mysolitaireconcepts.com will block the Email with any link or HTML code.
I receive customer’s Email about the order. What should I do if I am not aware of it?
To ensure right communication with the buyer follow the steps.

• Go to the seller’s account.
• Visit the ‘Manage Orders’ subsection of the ‘Order’ section
• Search for that order by Email of buyer or Order number. In case you don’t find it, try the search for pending orders.
• Confirm the clearance of the order by ‘Payment department’ of Mysolitaireconcepts.com. Once we confirm the payment, proceed to ship it.
• Ask the buyer to contact our ‘Customer Service’ for further details.

Note:
Don’t ship the item when the status of order is pending at any cost. Be patient till you receive the Email confirming the order.
Would Mysolitaireconcepts.com record the further communication after the buyer’s query and the Email is sent to me?
No. We won’t follow any further communication once the query and Email of the buyer is sent to the seller.
Which type of sellers get query Emails and Notifications for order confirmation from Mysolitaireconcepts.com?
All the sellers get these queries and the Notifications for order confirmation from us. It’s our way of confirming and helping the buyer and the seller communication.
Can I change my ‘Seller ID’?
Yes. The seller can use different IDs for shipments and business aspects. Follow the steps mentioned below.

• Go to ‘Orders’ section.
• Click on ‘Manage Orders’ sub-section.
• In ‘Manage Orders’ sub-section, the ‘Orders table’ is opened.
• After the particular order has been located, click on the link of the ‘Order ID’.
• This opens the ‘Order Details’ page.
• On the ‘Order Details’ page, click on the ‘Edit’ button. Put the new ‘Seller ID’ in the information box.
• Click on ‘Save’ at the bottom of the page to confirm the changes.

I want to communicate to the buyer through Mysolitaireconcepts.com. What can I do?
We have created the ‘Buyer form’ for the same purpose. Every ‘Order Details’ page has the link to the ‘Buyer form’.
Note:
The copy of the same form is sent to ‘Customer Service’ team.
Use of any HTML code or hyperlinks is prohibited.