FastSpring

FastSpring—Frequently Asked Questions

  1. Can FastSpring set up my account and my branded, customized order page for me?
  2. What makes FastSpring's customer service different?
  3. What types of content, products and services are off-limit for sales through FastSpring?
  4. What are the advantages of FastSpring versus a cheaper alternative?
  5. How does the FastSpring Prepaid MasterCard (through Payoneer) work?
  6. I want to be paid each payment period using the FastSpring Prepaid MasterCard (through Payoneer). What fees are charged by Payoneer for this service?
  7. Do you offer in-product purchasing options?
  8. Can I get paid as a vendor by FastSpring via PayPal without PayPal charging me a fee?
  9. How do I setup to be paid as a vendor?
  10. How often will I be paid as a vendor?
  11. How much does the FastSpring service cost?
  12. How much do I have to generate in transaction volume through FastSpring before I can get paid?
  13. What options do I have for the method of payment as a vendor?
  14. Can you show me samples of existing FastSpring vendors and testimonials?
  15. Does FastSpring have a Digital Rights Management (DRM) solution?
  16. How do I track online ad campaigns, distribution partners, and affiliates through FastSpring?
  17. How are refunds handled?
  18. Do you offer automated recurring/subscription-based billing?
  19. Can end customers add bundle products to their cart?
  20. Do you offer specialized pricing for micro-transactions such as is offered by Apple's app store or Google's Android Market?
  21. If I do retrieve a license from a remote server and my server is down for some reason, is there a way to resend the order number to my server at a later time so I can get all the customer data to my end?
  22. When doing the remote servers licensing option, in what format is the customer detail sent to my server and what details are sent to me as the vendor?
  23. Can I fully customize my store layout or does FastSpring have to?
  24. Can I add checkboxes for purchasing additional items like support contracts or lifetime upgrades per product onto the FastSpring order page?
  25. What currencies can my customers pay with?
  26. Do you handle VAT for EU purchases?
  27. What languages do FastSpring order pages support?
  28. Do FastSpring customers have a way of looking up their orders online?
  29. How do I setup Google Analytics to work with FastSpring?
  30. Does Fastspring provide phone support for customers?
  31. How quickly can I go live once I sign up?
  32. Should I be concerned about FastSpring requiring Java and JavaScript for all transactions or for vendors to login to the e-commerce platform?
  33. How does the customer order approval process work?
  34. How do you handle product downloads and file hosting?
  35. What are your policies on orders using free email addresses?
  36. How does your fraud tracking work?
  37. Can I determine the content of the email message customers received after they place an order?
  38. Is there a fee for being paid by wire as a vendor?
  39. Does FastSpring store customer credit card numbers on FastSpring servers? Is FastSpring PCI compliant?
  40. Where can I learn more about purchasing through FastSpring?
  41. What is the uptime percentage of your servers?
  42. Is there a file size limit on files you host?
  43. How does the Purchase Order process work?

Can FastSpring setup my account and my branded, customized order page for me?

Absolutely. Just sign up at: https://signup.fastspring.com/signup.php. When your account is set up, open a ticket to request a branded order page. Or if you have specific questions you want to ask beforehand, drop us an email.

What makes FastSpring's customer service different?

We pride ourselves on offering the absolute best customer service in the industry. FastSpring's policy is that all support requests are responded to within 24 hours, though we often respond in just 1-2 hours.

Doing business with a company on the Internet can be a very impersonal process. Not only have the founders of FastSpring run several Internet-related companies, we have also been – and continue to be – customers ourselves. Nothing is more frustrating than sending off an email to a company to get help only to wait for a week to get back an impersonal email with a pre-canned response that doesn't address the actual question.

FastSpring is different. When you contact us, you'll receive a response within 24 hours, often within just an hour or two. A real person with a real name will respond to your question, and bring in additional support specialists as needed, depending on the task at hand. Since we've been in your shoes, we always try to treat our customers as friends, and try to understand they are looking to us for real help within whatever problem or question they have.

What types of content, products and services are off-limit for sales through FastSpring?

FastSpring does not allow the following types of content, products, or services: Adult or other inappropriate material; Tobacco; Pharma Sales; Gambling; Hate/Violence; 3rd Party Processing. We monitor your content regularly; if you violate this policy, your account will be immediately frozen and legal measures may be taken. Any account determined to be associated with any form of illegal activity, in addition to being frozen will be reported to the appropriate local and/or international authorities. Thank you for complying with our policy.

What are the advantages of FastSpring versus a cheaper alternative?

FastSpring's all-inclusive service includes fraud protection, unlimited support, tax management, multi-currency support, multi-language (localized) order pages, recurring billing and countless other features. You can view a listing of all of our features at: http://www.fastspring.com/features.php

Please see the following link explaining more about the advantages of our full service solution over building all the needed e-commerce functionality yourself, as they are considerable:

On top of all that, the biggest advantage of using the FastSpring solution is that you can earn significantly more revenue from our order page because it is highly configurable and customizable. Our clients generally earn significantly more revenue by using our order pages simply because they are able to get a higher visit to sale conversion rate and a higher average revenue per order by utilizing the flexibility of FastSpring order pages to conduct testing and page optimization and to be able to add cross-sells, bundles, discounts, etc.

What happens all too often is that companies go with what an e-commerce solution that appears the cheapest but without properly quantifying the opportunity cost, the increase in revenue derived through a full service solution that far exceeds the added cost and pays dividends for years to come. With FastSpring comes countless tools for optimizing your order pages, upselling and merchandising to your customers, and increasing your revenue. If nothing else, you'd be wise to test a FastSpring order page against a non-FastSpring order page and you'll see instantly the increase in conversion and average order size and be able to justify the additional expense based on the far higher incremental revenue earned through FastSpring's order page.

Here is a list of some of the many advantages of using FastSpring:

Again, you can view a listing of all of our features at: http://www.fastspring.com/features.php

How does the FastSpring Prepaid MasterCard (through Payoneer) work?

The FastSpring Prepaid MasterCard provides near-immediate access to your revenues from anywhere in the world. Once revenues have been loaded onto your card, you can access your funds through normal points-of-sale, banks and ATM machines wherever MasterCard is accepted. No bank account is needed and your funds are secure. Additional fees may be charged by our partner for prepaid card setup and service. Click here to view a demo.

I want to be paid each payment period using the FastSpring Prepaid MasterCard (through Payoneer). What fees are charged by Payoneer for this service?

Activation Fees

Loading Fees

Standard (within 3 business day) $2.00 Per load
Expedited (within 2 hours) $5.00 Per load

Account Maintenance Fees

Usage Fees

Replacement of lost/stolen card $9.95 Per event

Do you offer in-product purchasing options?

Yes. With our embedded store SDK, available for both Mac and Windows, FastSpring offers a way for your customers to purchase within your software application itself without ever visiting a browser. For more information, please refer to our Embedded Store SDK feature, located here.

Can I get paid as a vendor by FastSpring via PayPal without PayPal charging me a fee?

For US-based vendors requesting payment via PayPal, no fees are charged by FastSpring or Paypal for the transfer. Due to changes in PayPal policy, as of March 1st, 2012, transfers made to non-US based PayPal accounts will incur a 2% fee up to a maximum of $20 USD. Please review whether our ACH / Direct Deposit option is available in your country, as there is no fee associated with this payment method.

How do I setup to be paid as a vendor?

Getting First Payment

In order to receive your first payment from us, we need you to add your payment details to our e-commerce platform, Springboard, at: https://springboard.fastspring.com

Log in, click the Account link, and provide your payment information for one of four of the following payment methods (whichever method you prefer and that is applicable) listed below.

Before expecting your first payment, please allow 6-10 business days following the date you provide us your payment information in order for your account setup to be cleared in our system. After the initial setup for making payments to you is complete, you will receive payments according to the FastSpring payment cycle: most companies by default choose to be paid twice per month. With this setting, you are paid every 2 weeks with about a 2 week lag. This means that sales from the 1st to the 14th would be paid around the 30th/31st, sales from 15th to end of the month are paid around the 15th of the following month. If you have set your payment cycle to be monthly, then on the 14th or 15th of each month, you will be paid for any sales from the previous month. (The info required for each payment option below is also detailed again in the Account section once you login).

Payment Methods Available

Payment Method #1: PayPal

Information to provide us:

Payment Method #2: ACH Direct Deposit (requires US bank account)

Information to provide us after selecting US from the drop-down menu, then clicking the link "Enter Direct Deposit (ACH) Information":

Payment Method #3: International ACH Direct Deposit

Supported Countries: Canada, Mexico, Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom

Information to provide us after selecting country from the drop-down menu, then clicking the link "Enter Direct Deposit (ACH) Information":

Payment Method #4: Wire Transfer

Information to provide us after clicking the link "Enter Wire Transfer Instructions":

Payment Method #5: Physical Check

Information to provide us:

How often will I be paid as a vendor?

Most companies choose to be paid twice per month, but if you prefer you can be paid monthly. With the 2x per month setting, you are paid every 2 weeks with about a 2 week lag. This means that sales from the 1st to the 14th would be paid around the 30th/31st, sales from 15th to end of the month are paid around the 15th of the following month. If you have set your payment cycle to be monthly, then on the 14th or 15th of each month, you will be paid for any sales from the previous month.

How much does the FastSpring service cost?

You have the option to pay either 8.9% flat or 5.9% plus $.95 per transaction. If you prefer the 5.9% plus $.95 per transaction pricing, please make a request through our support team; the default setting otherwise is set indefinitely at the 8.9% flat pricing. It's risk-free to sign up and use FastSpring. There are no sign-up, setup, or "special" add-on or hidden fees. You are not locked into a contract term and there is no exclusivity. Pricing includes fraud protection, management, unlimited support and much more.

How much do I have to generate in order volume through FastSpring before I can get paid?

The minimum account balance required for payment is $25.00 unless you require payment via international wire, in which case the minimum is $100.00 and there is a fee of $15.00 per payment to cover our international bank wire fees.

What options do I have for the method of payment as a vendor?

You have the option to be paid by FastSpring through direct deposit (ACH), PayPal™, wire, check, or the FastSpring PrePaid MasterCard via Payoneer. Receive your payment every two weeks. International direct deposit (ACH) is available for banks located in the Canada, Mexico, Australia, Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. Wire payments are available globally.

Can you show me samples of existing FastSpring vendors and testimonials?

Please consult our Clients page for a visual display of selected clients and a growing list of testimonials.

Here are some sample FastSpring client order pages:

We have hundreds of live clients with sites you are welcome to review and who are pleased to share their experiences with you, just let us know if you would like more information.

Does FastSpring have a Digital Rights Management (DRM) solution?

We utilize our DRM partners' solutions for DRM because we can't be the best at everything, DRM is complex and we feel best handled by a DRM specialist. Out of the box we offer integration with AquaticPrime, CocoaFob, GameShield and Software Passport. Instead of tying you to a single solution we've created, you have the option to select your preferred DRM solution, including these options for Windows applications, which we support:

If you prefer another DRM solution, just let us know, we can likely support it as well.

How do I track online ad campaigns, distribution partners, and affiliates through FastSpring?

If you have a few larger ad deals or rev share partnerships which you've set up on your own and just need to track, you can use Google Analytics (GA), as we've integrated with it. This is a great system, there is zero cost, and the tracking works very well. Take a look at the Google URL builder here, as this is where you would create unlimited tracking urls:

http://support.google.com/analytics/bin/answer.py?hl=en&answer=1033867

If your aim is to get new affiliates to promote your products or to manage a large number of different affiliates, ShareASale.com (SAS) is a good option for increasing your revenue since it does everything you need in an affiliate program, including showing your products to countless new affiliates so they can opt to promote your offer and auto sending checks to affiliates. There is a setup fee charged by SAS, but the fee should come back to you once a few decent SAS affiliates start promoting you and the % is just a % of what you're paying to affiliates in commissions, so it's a % of new revenue earned. SAS is quick and easy to setup, unlike a lot of affiliate programs.

We've integrated with many of the leading affiliate networks that are focused on nothing but affiliate program growth and who have attracted the highest volume producing affiliates. Some e-commerce systems have their own affiliate network, but in our many years of experience we've seen time and again that the more lucrative, higher quality affiliates are found in the major affiliate networks, not in the affiliate programs developed by e-commerce firms. We also support other higher volume external affiliate programs, such as Commission Junction (www.cj.com) and LinkShare.com. If you would like us to add support for another affiliate program or 3rd party tracking tool, just let us know, as we can often add support for 3rd party solutions quickly.

How are refunds handled?

You can do full or partial (individual line items, like just refunding the CD portion of an order) refunds within SpringBoard, our e-commerce platform. If we get refund requests, we'll send them to you for approval. *Only* if we strongly believe that an order is fraudulent or is about to turn into a chargeback would we refund without permission, and we'd explain it first. Because refunds do cost us in transaction fees, we charge 3.5% on refund transactions. On a refund transaction, the original transaction plus its transaction cost is refunded to you, you only get charged the 3.5% which covers our own transaction costs, including recovering merchant fees, overall server resources used, our potential support time for handling the refund, backup CD money we may have lost if a CD was included in the order when applicable, etc.

Do you offer automated recurring/subscription-based billing?

Subscription and recurring billing functionality is an important focus and key priority for FastSpring. For detailed information, you can refer to our Subscription Features page and our public documentation on subscription features and functionality. If you are interested in using our subscription modules/functionality, please contact us for more information. We can enable this functionality for you if it makes sense for your company.

Can end customers add bundle products to their cart? For example, buy 5 products in one order by only adding one item to the shopping cart.

Yes.

Do you offer specialized pricing for micro-transactions such as is offered by Apple's app store or Google's Android Market?

The problem with micro-payments is that we are charged the same minimum per transaction rates by our merchant processing partners no matter how big or small the transaction size is. Email us to discuss your specific situation.

If I do retrieve a license from a remote server and my server is down for some reason, is there a way to resend the order number to my server at a later time so I can get all the customer data to my end?

It goes automatically into a retry state and will retry it a few times, then goes into a manual queue for us to retry once your server is back up.

When doing the remote servers licensing option, in what format is the customer detail sent to my server and what details are sent to me as the vendor?

We can send any and all data, and pretty much in any format that you like, it is highly configurable. If you'd like a listing of the variables available, let us know.

Can I fully customize my store layout or does FastSpring have to?

The store layout file is a .zip with html, CSS and images to be used. With about 80% of clients we'll take the first shot at matching their site and then they can tweak from there; about 20% do it completely themselves. For more information, view our support article on creating custom store styles.

Can I add checkboxes for purchasing additional items like support contracts or lifetime upgrades per product onto the FastSpring order page?

Yes, most of this is customizable for fit your preferences and products.

What currencies can my customers pay with?

Your customers will be able to pay using AUD, BRL, CAD, CHF, CNY, DKK, EUR, GBP, HKD, INR, JPY, NZD, PLN, SEK, SGD, USD and ZAR. Your customers will not have to select their preferred order page currency, their location and the appropriate language and currency settings will automatically be detected and displayed. For more information, see our support article Currency Settings.

Once you've set up multicurrency pricing for your products in the currencies listed above, your customers will be able to pay via bank wire/transfer. For more information on enabling bank wire/transfer as a payment method, refer to our support article Types of Payments: Bank Transfers.

Other payment methods include Visa®, MasterCard®, American Express®, Discover®, JCB®, PayPal™, Amazon Payments, Alipay, eCard Poland, Giropay, iDEAL, Sofort, WebMoney, check, money order, and purchase order.

Do you handle VAT for EU purchases?

Yes, FastSpring handles VAT (value-added tax for the EU) for you. FastSpring's service provides support for real-time VAT ID validation and exemption for B2B customers. For European customers, the EU requires FastSpring to charge VAT to downloadable purchases by non-business consumers located in the EU. Business customers purchasing through FastSpring are able to waive VAT charges by providing a valid VAT ID at time of purchase.

What languages do FastSpring order pages support?

Arabic, Chinese (Traditional and Simplified), Croatian, Czech, Danish, Dutch, English, French, German, Greek, Hungarian, Italian, Japanese, Korean, Latvian, Lithuanian, Polish, Portuguese, Russian, Serbian, Spanish, Swedish and Turkish. If there's another language you need, let us know, as we can often add new languages quickly. Your customers will not have to select their preferred order page language; their location and the appropriate language and currency settings will automatically be detected and displayed.

Do FastSpring customers have a way of looking up their orders online?

This may be developed eventually, but to be honest, at this point we are so fast at email support that they don't really need the online lookup. In most cases we get back to customers with codes so fast via email that they feel like they've been taken better care of than just using a form.

How do I setup Google Analytics to work with FastSpring?

Within our SpringBoard e-commerce platform, login and click to setup Google Analytics (GA) for your account under "External Tracking". You'll be given specific instructions on how to do so in 4 steps:

For detailed information on advanced options, see our support article on Integrating Google Analytics with FastSpring.

Does Fastspring provide phone support for customers?

Customers can call and leave a message with our phone support service, but we generally respond via email. The typical path is if they do have a problem (declined card, abandon shopping cart, etc) we display a browser window inviting them to contact us or try again. If they choose contact us, they get to write us a note, and it also includes the context so we can see exactly what they are trying to order with their contact info and details about where they are in the process. Most of the time they are so pleased with how quickly we get back to them that they make sure to get the purchase complete, even if it means they have a problem with one credit card and have to try another. We know some other companies claim phone support, but in reality it is at times a bit of a smoke-screen. They do offer it, but typical hold times and the general lack of knowledge on the part of the phone operators is often so bad that it frustrates customers and ends up costing you more sales than it saves. You'd be hard pressed to find customers who have dealt with FastSpring's support and who were anything but pleased with the email response time and quality.

How quickly can I go live once I sign up?

We can often have you live in just 12-48 hours, assuming you provide us with the product and account details we need.

Should I be concerned about FastSpring requiring Java and JavaScript for all transactions or for vendors to login to the e-commerce platform?

No. Java and Javascript are required only for clients accessing the SpringBoard e-commerce platform – our administrative UI. For consumers, no Java is required. While some advanced functionality on order pages does use Javascript, a non-Javascript version of the order page is automatically shown for customers who do not have Javascript enabled. This is identical to what Amazon.com and all major web retailers do. The only compnent of SpringBoard that requires Java is the file uploader to Amazon S3's cloud-based file hosting – nothing else.

How does the customer order approval process work?

Once the customer completes the order form, we do immediate authorization, and one of 3 things can happen:

  1. It gets approved - we can immediately hit your server with the order details.
  2. It gets declined because of fraud check. This check is immediate.
  3. It gets declined by the credit card company.

Each of these events is accompanied by appropriate messaging on the order page, so the customer knows exactly where the order stands and what to do next.

How do you handle product downloads and file hosting?

We can host and deliver secure reliable downloads to buyers utilizing our S3 hosting via Amazon.com.

What are your policies on orders using free email addresses?

We do accept orders from free email addresses. These days, if you don't, you are just eliminating far too many customers—especially customers who use their Gmail account as their primary email address.

How does your fraud tracking work?

We use a combination of external fraud scoring and internal historical based scoring. There are countless order characteristics that are factored in, and most taken on their own will not prevent an order from completing. Email address and whether it is a free account is one factor that goes into scoring, as is IP address, location, distance from billing address location, country of origination, and about 10 other factors which all go into developing the fraud score. Those which are above a certain threshold fail. It is a pretty low % at this point which fail fraud checks, and we experience a very low rate of chargeback incidents, so the system has worked quite successfully for a long time.

Can I determine the content of the email message customers received after they place an order?

Yes, you can control the content, including links or codes you may want to include. Fulfilment emails can be plain text or html (or both), and can also be customized for multiple languages. Common variables for emails and templates (including licence delivery, multi-language and web-based delivery) are well-documented right on the page where you set up email fulfillment.

Is there a fee for being paid by wire as a vendor?

For wire payments going outside the US, we charge $15 to help cover our cost (our bank charges us over $30 per non-US wire). There is no fee charged for US wires.

Does FastSpring store customer credit card numbers on FastSpring servers? Is FastSpring PCI compliant?

No. To protect against security compromises, FastSpring never stores credit card numbers. Yes, we are PCI compliant; we adhere to the Payment Card Industry Data Security Standard and are regularly audited.

Where can I learn more about purchasing through FastSpring?

Information about purchasing through FastSpring, including information about security, privacy, downloads, license codes, VAT, charge inquiries and returns, can be found at www.fastspring.com/purchasing-through-fastspring.php. A link to this page is available to your customers in the footer of your order pages.

What is the uptime percentage of your servers?

Our sever uptime has been over 99.9% for the last several years. For more information, you can consult our page outlining FastSpring's technical infrastructure.

Is there a file size limit on files you host?

We host files up to 5GB. Enjoy the benefits of a fast, reliable, and secure global file distribution network utilizing Amazon.com's S3 bandwidth service.

How does the Purchase Order process work?

The user has gone through the normal online store, or been linked into the online store after having chosen a Purchase Order link on the client's site. Once products and options are selected, Purchase Order is one of the available payment methods.

This payment method will allow the buyer to optionally enter a PO number for their internal tracking, and then submit the PO. The system will then generate and send them an electronic, clickable or printable invoice for payment, due within XX days (configurable). The product fulfillment actions (downloads, license keys, triggering shipments) are not fired until the payment is received.

FastSpring also provides the option to allow you manually review each PO. With this setting, for each submitted Purchase Order, you get an email notification with clickable link that will take you to the details of the purchase order. Based on what you see there about the buyer and what they are buying, you can choose to:

  1. Reject it outright because it looks totally invalid/suspicious
  2. Set it to be handled as described above: delivery after payment is received
  3. Approve it for immediate delivery

This C option would generally be used if buyer is from known/established companies, someone you have worked with before, or a school/government buyer where immediate delivery is expected or better ensures closure of a sale.

If C is chosen, the fulfillment actions happen at that time, and we also send the electronic invoice payable within the configured number of days.

Thank you for visiting FastSpring.com
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