1. What should we be alert the first time we use credit card?
The first time you use credit card to go shopping at online shopping mall, it needs you to do an easy credit card verification. In accordance with the steps prompted in the shopping process, input cardholder's relevant information and the deducted amount sent via SMS into the mall validation interface. After that, you successfully pass the verification. Make sure you input accurate amount. Generally, the deducted amount is less than 1 Yuan and it will be returned to your credit card account in 60 minutes, no later than 6 days. The deducted amount can also be inquired through online banking and telephone banking. Please inquire the amount according to relevant bank.【Sennheiser】
2. Why the credit card is not various?
As policy changes, some banks do not support online payment. Thanks for your understanding.【Sennheiser】
3. Why the verification amount is locked and cannot be input again?
In order to better guarantee the security of cardholders, the bank authority have made a certain transactions times limits. Domestic credit card: The same credit card cannot be submitted beyond 3 times of transactions (including 3 times). If more than 3 times, the banking system would not deal with the transaction because of daily transaction times limitation. Overseas credit card: The same credit card cannot be submitted beyond 2 times of transactions (including 2 times). If more than 2 times, the banking system would not deal with the transaction because of daily transaction times limitation. Thus, before doing the payment, the payer must confirm the order information.【Sennheiser】
4. Which credit card is supported at online shopping mall?
Now both the domestic credit card and international credit card payment service are opened.
It supports the following domestic credit cards: Bank of China, Construction Bank,Industrial and Commercial Bank of China, Industrial Bank, Guangdong Development Bank, Shanghai Pudong Development Bank, Huaxia Bank and Industrial and Commercial Bank.
There are various credit cards under the same bank. In actual operation, there will be appropriate help. Thanks for your understanding.
Currently it supports the following international credit cards: VISA, JCB and Master Card.【Sennheiser】
5. I am a foreigner, but I am in China now. Can I use international credit card to do the payment?
Yes, you can. The online shopping mall supports domestic credit cards and international credit cards. According to the banks' requirements, you need to choose relevant bank according to your online payment card type. There will be slightly difference when submitting personal information.
If you are in China and have domestic credit card, we suggest you use domestic credit card for your convenience.【Sennheiser】
6. I am overseas. Can I do the payment online?
Yes, you can. You need to afford the freight. The default freight is 400RMB. Please contact the online customer service supporter 4006-3232-51 to know about the freight for specific address.【Sennheiser】
7. Why do I need to download power of attorney when I order a headphone?
According to the requirements of banks, it needs your power of attorney when you do big sum shopping. Only in this way can you continue going shopping. Please fill out the power of attorney in accordance with the content. Thanks!【Sennheiser】
8. Can I do the payment when I receive the product?
We are sorry to say we do not intend to open this service. Thanks for your understanding.【Sennheiser】
9. Why the freight of the international express is 400RMB? And there is not my expected express.
400RMB is the default average freight of international express. In practice, our customer service supporters will work out the freight according to the address you submitted and the actual weight of the headphones. As to international express service company, we generally have the cooperation with default company. If you have special requirements, please call the customer service supporters to confirm it.【Sennheiser】
10. Why the operation steps of Industrial and Commercial Bank are not the same to that of other banks?
Each bank would update the payment process based on what business need, in order to help customers reduce risk. Credit card of Industrial and Commercial Bank is through telephone bank to confirm the payment deduction. Meanwhile, the customer service supporter of Industrial and Commercial Bank is to provide you with operation service. We suggest you have a try and compare with other banking service.【Sennheiser】
11. Credit card of Industrial and Commercial Bank is operator service. Why I haven't received call from them?
Please help to identify several elements:
Is the telephone number you leave at online shopping mall the same to the original bound number for your credit card?
Do you answer other calls when you wait for calls from Industrial and Commercial Bank causing phone is busy?
Telephone banking information of Industrial and Commercial Bank generally will give you a call 20 seconds after your order information is submitted.
The working hour of 95555 is 9:00 a.m. to 10:00 p.m. everyday (The call does not work at night in order to not disturb customers' free time); If the first call is not connected, it will recall in five minutes. It will call three times a day until the order is paid or invalid. If it is over three three times, the callback system of Industrial and Commercial Bank will not try to recall. Then, cardholders need to take the initiative to call the 95555 telephone banking to do the payments.【Sennheiser】
12. My credit card is not bound to a cell phone number. What should I do?
You can fill in your contact information on the page of order payment. After that, Industrial and Commercial Bank 95555 will call the cardholder by reserved cell phone or fixed telephone number. If the cardholder did not bound telephone number to online banking of Industrial and Commercial Bank, the VOIP of Industrial and Commercial Bank will help the cardholder through the customer service supporter with cell phone number bound to credit card.【Sennheiser】
13.Why does my order show it failed to pay?
If your order is complete and you donot do the payment within 30 minutes, MOTOPay system will automatically change the order into "failed" state; Meanwhile, Industrial and Commercial Bank will cancel the order as well. It is a very small probability that the cardholder can finish the payment while the payment state is "failed" because of the tiny time difference between online banking and banking system. A very small probability may be due to the banking system and the online banking system led to orders being small time difference failed to pay the state just after the success of the cardholder.【Sennheiser】
14. Is it safe for me to use credit card at online shopping mall?
If you use credit card to do payment or security at online shopping mall, you not only need to quote your card number, but also you need to provide card type, expiry date, verification code, cardholder name, ID number and other relevant information. Guest's credit card information is encrypted, so any unauthorized personnel are unable to obtain such information. If you inform the customer service supporter of appropriate information over telephone, please do not worry, since our customer service supporters are all well trained, and we have phone recordings. If you submit an order directly through the Internet, credit card information and related personal information is saved by SSL encryption in the transmission processing, thus the whole process is very safe. When you check the credit card statement and find discrepancies with the actual charge, please contact the shopping mall. We will verify it and deal with it for you. Given the nature of credit card usage, we suggest that you keep well your credit cards, identity documents and other information materials.【Sennheiser】
15.What information is needed if payment is done by credit card?
For different card issuing banks, you need to provide the following credit card information:
1.credit card type
2.credit card No.
3.expiry date
4.cardholder name
5.valid cardholders’ ID No.
6.cvv/cvc verification code
If using Hong Kong, Macao, Taiwan and foreign issuing banks credit cards, you need to offer the following additional information:
1.issuing credit card
2.country of issuing bank
3.cardholder billing address
Be sure to fill in the correct issuing bank, country of card issuing bank and the cardholder’s billing address. If the bank verify the above information incorrect, we reserve the right to cancel the order. It may require you to provide the following materials to us during checking process:
1. power of attorney (download 1)
2. credit card both sides’ copies( with the cardholder’s signature on the back of the bank card)
3. cardholder’s valid ID card copy【Sennheiser】
16. What's cvv/cvc verification code?
CVC (Card Verification Code) or credit card verification code is printed on the back of the Verify Code credit card, also known as the CVV (Card Verification Value) or card verification value, also called the CID( credit card security code or personal security code), etc. All these names refer to the same kind of verification code. Please note that credit card verification code is not the password. (Generally it is possible credit card issued by China has a password; credit card is issued overseas without a password.) Display position in the credit card on the back, the signature at the end of the top in italics. The top four for the card number, the latter three as the verification code.
The following diagram is an example:
The verification code is the last three numbers on the back of the credit card near signature.
【Sennheiser】
17. Does credit card transactions need password?
Transaction can be done without cardholder's password. If credit cards are issued by Guangdong Development Bank, Minsheng Bank, Huaxia Bank and Shanghai Pudong Development Bank, it needs password to confirm transactions. Cardholders should contact the bank to suspend the password confirmation service over hotline, in order to open transactions with signature confirmation. After completion of the transaction, cardholders can call the bank's hotline to change transaction confirmation back to password confirmation.【Sennheiser】
You can call the following hotline of bank credit card center to change transaction confirmation methods:
|
Bank Name
|
Bank Hotline
|
How-to-do
|
| Guangdong Development Bank |
800-820-5555 |
For mandarin, please press 1; Press 0 for operator service-bank operator will help you finish the operation. |
| Minsheng Bank |
400-66-95568 |
For personal card, please press 4; input ID No. or card No. and password to go to personal card service. |
| Huaxia Bank |
400-66-95577
010-66209577 |
For mandarin, please press 1; Press 0 for operator service-bank operator will help you finish the operation. |
| Shanghai Pudong DevelopMent Bank |
800-820-8788
021-38784988 |
For mandarin, please press 1; Press 0 for operator service-bank operator will help you finish the operation. |
18. Does the amount of the cardholder's transaction have limit?
There is no limit on the cardholders during transaction. The maximum amount is the amount on credit cards available.【Sennheiser】
19. Does cardholder have to pay additional fees or interest during transaction?
Cardholders do not have to pay additional fees or interest during transaction.【Sennheiser】
20. I would like to choose credit card to do the payment after I submitted orders. However, there is a note that a verification code is needed. And my credit card does not have a verification code. How should I do?
We suggest you contact the issuing bank to have a consultation ASAP.【Sennheiser】
21. How long will the refund return to cardholder’s credit card?
It depends on banks’ refund period. Usually domestic bank cards’ refund period is 3 to 20 working days. If there is any doubt, cardholders should contact the issuing bank to inquire whether the refund is returned successfully.【Sennheiser】
22. How do refund by credit card transaction?
According to bank requirements: If any credit card transaction need refund, the money must be refunded to credit card. Business cannot refund cash to customers or transfer money to customers’ bank card. It must be credit card to credit card.【Sennheiser】
22.Power of attorney
Click here to download，Power of attorney.【Sennheiser】