<Customer Support> Welcome to StoreFront Customer Support!

<Customer Support> Hi

<Merchant> i was trying to figure out how to upload an e-book to my site

<Merchant> and we established that i had to use an FTP download site

<Merchant> so i was going through that process when i lost my internet connection, but now i'm hardwired to the internet

<Customer Support> Do you already have your FTP Filezilla open?

<Merchant> yeah

<Merchant> and i just put in all that information and hit connect

<Merchant> but what the problem is after like a few seconds it keeps disconnecting

<Merchant> not my internet but from the directory listing

<Customer Support> Yes, FTP does disconnect the server after few minutes especially if you left it idle

<Merchant> it says.... "Error: Disconnected from server"

<Merchant> ok, so what do i do while its connected?

<Customer Support> You just need to transfer or drag your ebook file on the download folder

<Merchant> am i supposed to upload it to the store builder first though?

<Customer Support> No need

<Merchant> ok, where do i drag it from then?

<Customer Support> If you are to use FTP there is no need to upload it on the storebuilder

<Customer Support> From your files drag it to the Download folder of your FTP

<Merchant> the zipped file or the regular one?

<Customer Support> The regular one

<Merchant> ok, but i'm not sure exactly of what Download folder you're referring to?

<Merchant> i see an upload folder

<Customer Support> Do you see other folder aside from uploaded?

<Merchant> there is two seperate boxes..... one says "remote site" and then a box with different file folders in it where one of those says upload but no download

<Customer Support> Please hold on

<Merchant> i put it into the upload one and now its transferring and shows a status bar

<Customer Support> May I ask if the ebook a free download or for a product?

<Customer Support> You can upload it on the uploaded folder as well

<Merchant> its the product

<Merchant> for sale

<Merchant> ok, it says the transfer is complete and that it was successful

<Customer Support> That means that the ebook was now uploaded to your site.

<Customer Support> You can check it by going to account tab then click files tab right side

<Merchant> i don't see it in the list of files i've uploaded to the site

<Customer Support> May I have the license number concerne dplease as well as the file name of the uploaded file

<Customer Support> Its there

<Merchant> wait i know why, i put in the wrong license number

<Customer Support> Ok

<Customer Support> I checked it and its there

<Merchant> i have to start that all over then

<Customer Support> OK

<Merchant> i just realized that, i put it to one of my other sites

<Merchant> do i need to log out of the site when i do all this?

<Customer Support> Yes

<Merchant> if i log out of the site, does it cut this connection for customer support?

<Customer Support> Nope

<Merchant> ok, i just logged out from the site

<Customer Support> OK

<Merchant> ok, so now its transferring again

<Customer Support> OK

<Merchant> ok again it says complete and successful

<Customer Support> That means that the file was already uploaded on your site

<Merchant> so can i log back in now

<Merchant> ?

<Customer Support> Yes

<Merchant> ok, there it is....

<Merchant> now does it matter if my filezilla disconnects from the server? do i need that up anymore for now?

< Customer Support> it does not matter if you disconnect from the server now since you have successfully uploaded the file already

< Customer Support> It won't be deleted from your site anymore even if you got disconnected

<Merchant> ok, so i can close filezilla?

<Customer Support> yes

<Merchant> ok, so now what do i do back with the store builder?

<Customer Support> You can log on t your storebuilder and continue building it

<Merchant> ok, i'm done building it, what do i do with the product now? how does it work if someone wants to buy it?

<Merchant> how do they download it?

<Customer Support> Please go to products tab

<Merchant> ok

<Customer Support> Then double click the product

<Customer Support> Then click download tab right side

<Customer Support> Upload the file again

<Customer Support> Now, when customer orders that product, they need to supply all information asked from your order form including billing

<Merchant> zipped or regular?

<Customer Support> Regular

<Merchant> ok

<Customer Support> Once done, the system will then provide a link for them to download the file

<Customer Support> Thats all.

<Merchant> but it still needs to upload on this screen even though i used the FTP?

<Customer Support> Yes

<Merchant> ok, its big so it just takes a while for me here

<Customer Support> Ok

<Merchant> its 4.95 MB

<Customer Support> OK.

<Customer Support> That may take a while.

<Customer Support> Is there anything else I can help you with?

<Merchant> ok, its done and so i selected it and hit done

<Customer Support> Thats all. When customer orders that product, they need to supply all information asked from your order form including billing.

<Customer Support> Once done, the system will then provide a link for them to download the file

<Customer Support> Thats how it worked.

<Merchant> ok, sounds good to me.... once again I appreciate all of your help!!

<Customer Support> No problem.

<Customer Support> Thank you

<Merchant> is there a way i can test it out?

<Customer Support> You can test it by previewing your site then order the product. You need to log off on chat

<Customer Support> We may be disconnected while you do a test.

<Merchant> ok, so i can go through the whole order process and see if it works?

<Customer Support> Yes

<Merchant> ok, well i'll do that and if i have anything else i'll come on back and talk to ya'll!! thanks again!!

<Customer Support> You're most welcome! Feel free to contact us if you need any further assistance.

<Customer Support> We'd love for you to fill out the Survey after you click on the Done Button. We appreciate your comments and suggestions regarding your recent experience with our Chat Agent. Five (5) is the highest. Thank you and have a great night!

<Merchant> of course i'll fill out the survey!! and you have a great night too!

<Support> Hello, glad to have you on Chat.

<Support> How may I help you?

<Merchant Review> Hi - I just made a purchase from my website. The email confirmation that I received was from the wrong address. I have a different one that I need to have associated with the website. Can you help me change it?

<Support> Please hold on as I check on it

<Merchant Review> ok

<Support> Do you want to change "merchant@email.com"?

<Merchant Review> yes

<Support> Ok, please do this

<Support> Click on page tab

<Support> Click on forms tab right side

<Support> Then double click order form

<Support> Then click confirmation tab right side

<Support> Change e-mail address from there

<Support> Click done

<Support> Please republish your site to update changes made on it.

<Merchant Review> is there anywhere else that I need to check that it is the correct address?

<Support> That’s only where a confirmation e-mail is located.

<Merchant Review> ok please wait while i do that.

<Support> OK

<Merchant Review> I see on this page a green check mark in the order form row. What does that mean?

<Support> That means that order form is your default form. When customer orders a product, they will be using your order form.

<Merchant Review> ok - how do I check to see what address is on the contact us page?

<Support> Do the same steps. Just that double click order form instead of order form

<Support> Then you would check it from there

<Merchant Review> so the  will be forwarded to my new address?

<Support> Yes

<Merchant Review> Very good. Which tab to i go to when checking on the orders that have just come in?

<Support> You can check it on the orders tab

<Merchant Review> thanks. I am looking at that page. In the form column - the contact form would be an email sent from the contact us page, is that correct?

<Support> Yes

<Merchant Review> Then the order form is the actual order. So when it says the payment is settled - that means the money has been collected and is in the bank?

<Support> Yes

<Merchant Review> At that point I am safe to process the order - there is no chance that the money will be taken back out of my account?

<Support> Yes

<Merchant Review> Do you know of a time when that has ever happened - that the money, once settled, has been returned?

<Support> I never encountered one yet. I believe it never happened.

<Merchant Review> Very good. So these transactions happen at all hours of the day and night- yes?

<Support> Yes

<Merchant Review> good. I will get used to that, I guess. Thanks for your help, and have a good night.

<Support> You're most welcome! Feel free to contact us if you need any further assistance.

<Support> We'd love for you to fill out the Survey after you click on the Done Button. We appreciate your comments and suggestions regarding your recent experience with our Chat Agent. Five (5) is the highest. Thank you and have a great one!

<Merchant Review> definately! Bye

<Support> Thanks. Bye

-Merchant Review has left the chat.