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cciDEAL Extra Support

Extended iDEAL supportcciDEAL Extra Support

Er is in één of meer van jouw websites een probleem met betalingen via cciDEAL, waarvan ik na een onderzoek vermoed dat het niet door cciDEAL veroorzaakt wordt. Daardoor valt het buiten de standaard ondersteuning die Chill Creations biedt.

Je opties zijn dan nu: (1) je gaat dit probleem zelf verder onderzoeken, (2) je probleem voorleggen aan de andere partijen of (3) mij als betaal-specialist inhuren om de gehele situatie door te lichten voor €99 excl. 21% btw. 
– David de Boer, ontwikkelaar van cciDEAL

Achtergrond

Waarom cciDEAL Extra Support?

iDEAL is een betaalsysteem waarbij het noodzakelijk is dat verschillende partijen goed met elkaar communiceren en hun systemen goed op elkaar afgestemd zijn. Helaas komt het wel eens voor dat dat niet zo is. Dan wijzen de verschillende partijen naar elkaar als schuldige. Ik ben meestal als enige bereid om het probleem tot de bodem uit te zoeken (ongeacht of het aan mijn software ligt of niet) en een oplossing te vinden die door een andere partij uitgevoerd moet worden. Dit kost mij veel tijd, en ik kan het mij niet veroorloven kosteloos deze problemen te blijven onderzoeken. 

Voor klanten die niet zo ervaren zijn met software ontwikkeling en/of iDEAL kan het vinden van de oorzaak bij een dergelijk probleem erg moeilijk of zelfs onmogelijk zijn. Om klanten toch snel verder te kunnen helpen bied ik “cciDEAL Extra Support” aan. Je huurt mij voor een zeer schappelijk tarief in, en ik controleer de gehele betaal-situatie, ook de onderdelen die niet de verantwoordelijkheid van cciDEAL zijn. Natuurlijk met de doelstelling de oorzaak en oplossing van het probleem te vinden, wel met een maximum tijdsbesteding van 2 uur. Ligt de oorzaak toch bij cciDEAL dan krijg je 100% van de kosten van “cciDEAL Extra Support” terug.  

Wat is er (meestal) al onderzocht?

Wat heb ik waarschijnlijk al onderzocht als onderdeel van de standaard ondersteuning:

  • Beschreven probleem onderzocht en gecontroleerd of het niet aan (een bug in) cciDEAL zou kunnen liggen
  • In de webwinkel getest met mijn eigen bank/PSP test accounts om uit te sluiten dat het aan de instellingen daarvan ligt
  • Nagegaan of andere klanten een vergelijkbaar probleem hebben gemeld in de afgelopen tijd
  • Verschillende standaard testen uitgevoerd op cciDEAL in de omgeving van de webwinkel zelf
  • Een vergelijkbare situatie gecreëerd en getest op mijn demo server om te kijken of dat nieuwe inzichten oplevert
  • Mijn eigen veelgestelde vragen en handleidingen nagelopen om te kijken of er een gedocumenteerde oorzaak is

Wat kun je zelf doen voor je cciDEAL ES afneemt?

Je kunt jezelf de kosten van cciDEAL Extra Support besparen door nog enkele zaken te controleren. Wellicht ontdek je zelf de oorzaak en oplossing van het probleem?

  • Controleer zowel de cciDEAL handleiding over jouw eigen bank/PSP en gebruikte extensie zorgvuldig, loop echt iedere stap na
  • Controleer de algemene en bank/PSP specifieke cciDEAL Veelgestelde vragen
  • Controleer eventuele security extensies, zie ook “Security extensions” in deze FAQ. Schakel ze tijdelijk uit of verwijder ze volledig.
  • Indien je gebruik maakt van een non-standaard checkout (zoals een “one page checkout” extensie), controleer dat je hier de laatste versie van gebruikt. Het is essentieel dat je altijd de laatste versie van Virtuemart, de One Page Checkout en cciDEAL gebruikt. 
  • Nogmaals, indien je een One Page Checkout extensie gebruikt, update deze naar de laatste versie. als je dan nog problemen ondervindt, neem dan contact op met die ontwikkelaar en vraag of er problemen bekend zijn. Meestal geven ze vrij snel een update vrij om problemen op te lossen. 
  • Loop de configuratie van Joomla, de extensie (bijvoorbeeld Virtuemart, HikaShop etc) en cciDEAL volledig na, controleer zaken zoals:
    • ingestelde URLs, zowel in Joomla als de webwinkel, met of zonder https en www in de URL. Onder andere “live_site” in de Joomla configuration.php, let zowel op www of geen www en http of https dus. 
    • Voor ontwikkelaars: bij onder andere de foutmelding “Not enough information to process payment”, als je tijdens een betaling met Chrome Developer Tools via “Network” het verkeer bekijkt moet je tijdens de redirect naar cciDEAL geen “301 Redirect” zien, want anders gaat het mis en raakt de site de betaal data kwijt. Als dit gebeurt is het meestal veroorzaakt door het vorige punt (incorrecte URL ergens ingesteld waardoor de site of browser gaat redirecten). 
    • gebruik van een non-standaard checkout (zoals een “one page checkout” extensie), schakel deze tijdelijk uit
    • gebruik van template overrides (tijdelijk uitschakelen)
    • test betalingen met de standaard template van Joomla en/of de extensie waarin je iDEAL betalingen hebt ingebouwd
  • Controleer dat er gebruik wordt gemaakt van de laatste versies van Joomla, de webwinkel software en cciDEAL
  • Controleer of je Coalaweb social links gebruikt, zo ja, schakel optie “Load JS Facebook” uit.
  • Probeer een iets oudere versie van de webwinkel software, werkt die wel?
  • Met de cciDEAL handleiding de systeem vereisten controleren op de server waar de website staat
  • Maak een backup van de site, plaats die op een subdomein, en verwijder een voor een elementen (extensies, plugins, templates). Controleer steeds of de betalingen dan ineens wel werken. Het kan zijn dat je uiteindelijk een bijna lege Joomla website overhoudt. Als de betalingen dan ineens werken wordt het probleem veroorzaakt door het element dat je als laatste verandert of verwijdert hebt, als het uiteindelijk niet werkt is het wellicht een server gerelateerd probleem.

Welke partijen beinvloeden betalingen via cciDEAL?

De verschillende partijen zijn onder andere:

  • de bank of PSP waar het iDEAL abonnement is afgenomen, hier moeten de instellingen (zichtbaar en onzichtbaar) correct zijn
  • de webhoster waar de webwinkel gehost is, hier moet de server configuratie correct zijn voor iDEAL betalingen (zie cciDEAL systeem vereisten)
  • de webwinkel software (Joomla met Virtuemart, HikaShop of RSForm Pro etc.), deze moeten door de website ontwikkelaar goed ingesteld zijn en geen bugs bevatten
  • de eventuele security maatregelen (zoals Joomla extensies AdminTools en RSFireWall, of op server niveau), die moeten ingesteld worden zodat ze de communicatie van iDEAL niet blokkeren
  • de iDEAL software, in dit geval cciDEAL, moet goed ingesteld zijn en geen programmeerfouten/bugs bevatten
cciDEAL Extra Support aanschaffen voor één website en probleem, maximaal 2 uur, voor €99, excl. 21% BTW. Met 100% geld-terug-garantie als het probleem alsnog door cciDEAL blijkt te zijn veroorzaakt. Email naar david@chillcreations.com.

Welke oorzaken werden door cciDEAL ES gevonden?

  • Om onverklaarbare redenen konden er geen betalingen met iDEAL gedaan worden, er stond een foutmelding “Not enough information”. Na een uitgebreid onderzoek door mij was er nog geen oorzaak gevonden. Op mijn demo server werkten dezelfde versies van de webwinkel software, cciDEAL en Joomla wel. Uiteindelijk realiseerde de klant zich dat hij de website had verhuisd en in de htaccess van de website de oude URL niet had vervangen wat zorgde voor problemen met de iDEAL redirect en een foutmelding. 
  • Een klant gebruikte een security extensie die onterecht de iDEAL communicatie blokkeerde. Ondanks dat hier een waarschuwing over staat in mijn veelgestelde vragen en nadat de klant mij ervan verzekerd had dat het niet de security extensie kon zijn, kwamen we er later toch achter dat de extensie de boosdoener was door een nieuwe “country blocking” mogelijkheid in een recente update. De oorzaak was dus wederom niet een programmeerfout in cciDEAL.
  • Wanneer de klant probeerde in de webwinkel af te rekenen met iDEAL kreeg hij een blanco pagina te zien. Het is natuurlijk logisch dat de klant dan denkt dat dit aan cciDEAL ligt. Maar na een uitgebreid onderzoek bleek er een bug te zijn in een kleine nieuwe feature in de webwinkel die dit gedrag veroorzaakt. De webwinkel bouwer leverde snel een fix en heeft het probleem in hun volgende versie opgelost. 
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Support

Presale questions

Have a look at the presale questions or e-mail directly at support@chillcreations.com.

Technical support

Save time: answer the below questions before you send an email and save us both time 🙂
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Presale questions EN

If your question is not answered here, ask us now: support@chillcreations.com.

Can I keep using the extension forever?

Yes, we do not restrict the usage of our extensions. You buy an extension once, and receive the right to install and use the extension on supported Joomla! versions for ever. You will also receive the extension updates and professional support from Chill Creations as long as your subscription is active. If your subscription is no longer active, you can keep using the extension without restrictions. Only your access to the downloads, updates and support will stop. A subscription can always be canceled easily, or re-activated if you want access to downloads, updates and support again. You can read more about this in our Terms & Conditions.

Do I get support with your extensions?

Yes, with every commercial extension we offer access to downloads, support and updates as long as your subscription is active. You can send a support email. Our staff will get back to you shortly.

Can I install an extension on an unlimited amount of websites?

Yes, you can keep installing any purchased extensions, even after your subscription is no longer active. If you cancel your subscription, this will only stop your access to downloads, support and updates. There are no restrictions on the amount of websites the extensions are used on.

What does a “subscription” mean?

When you purchase a Joomla extension from Chill Creations, you automatically get a subscription to that extension. As long as your subscription is active, you have access to the downloads section, any new updates we release and professional email support. A subscription has a yearly automatic recurring payment for exactly the amount you paid when buying the extension/subscription. You can easily cancel the subscription at any time (in your account).

Can I test your extensions without risk?

100% Money Back Guarantee

We have a money back guarantee. Take any extension for a 30 day test drive on your own website! If you are not satisfied with our Joomla! extensions, for any reason, return it within 30 days and we will give you a full refund! Yes, you can really purchase and give all our extensions a try, if they do not fit your needs, return them!

Can I get a refund?

If you want to return an extension, please send a support email, tell us what extension you want to return and your order number. We would also love to receive the reason you are returning the extension and any other feedback that could help us improve our extensions and business. Refund requests are processed within 3 business days.

What Joomla! versions do you support?

joomla icon

All our extensions are compatible with Joomla! 2.5 and Joomla! 3.x. We have ended support for Joomla! 1.5 in September 2012.

Are these extensions available in my language/can I translate them?

Yes, all our extensions use Joomla! ini language files, and can easily be translated to any language. Even better: we already have translation files for most of our extensions. View the translation status on the extension product page. You can send a support email if you have any specific questions about your language.

If we do not have translation files for your language, you can translate them yourself with the Joomla! Translation Managers. If you share the translation with us, we will add one month of free support and updates to your subscription period.

Are extensions encrypted, with Zend Optimizer or Ioncube?

No, none of our extensions are encrypted. You will receive full access to the extension and the code. Our extensions are open source, just like Joomla!.

Can I make modifications to the extensions?

Yes, you can make modification(s) to our extensions to fit your purposes. Our extensions are not encoded.

What license do you use?

Our extensions are licensed under the terms of the GNU General Public License v2, just like Joomla!.

How can I register to your website for support, downloads or to purchase?

Registration to chillcreations.com is semi-automated. An account is created for you when you request support by creating a ticket or when you purchase an extension. A copy of the user details are sent to your e-mail address. If you don’t see the user details e-mail in your inbox, check your spam folder.

What are the system requirements (PHP, MySQL) for your extensions?

We try to stick close to the recommended Joomla! system requirements. Our extensions are tested with and supported on PHP 5.6+ and MySQL 5.1+. Our extensions only support database type MySQL. There are no known issues in older PHP 5.x versions, but we do not test or support our extensions on them either. Use at least Joomla! 2.5.5 so you do not run into common issues. Because of known issues with Joomla! we will not support PHP 5.0.4, PHP 5.1.6 or MySQL 4.x at all.

If our products support extensions from other developers, we will work to make sure they support the latest stable patch version of those extensions.

 

If your question is not answered here, ask us now: support@chillcreations.com.
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Privacy Policy & Disclaimer

For our refund policy, please see the pre-sale questions.

Privacy policy

This privacy policy sets out how Chill Creations uses and protects any information that you give Chill Creations when you use this website. When visiting www.chillcreations.com the site records on behalf of Chill Creations customer data for internal record keeping. Chill Creations may use the information to improve our products and services.

Chill Creations is committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

If you don’t want to receive information about activities, new products and services from Chill Creations, there is the option of securing your personal details. You can also at any time withdraw your permission to use your email address or details. You’ll also find in every send newsletter of Chill Creations or Joomla! Virtuemart iDEAL an unsubscribe link that you can click to indicate that you don’t want the information.

When using the Joomla updater, customers must enter a “Download ID” into the configuration of our software. This allows customers to update the software from their Joomla website with just a few clicks. To verify that the customer actually has an active subscription, the “Download ID” checks the status of the customers subscription. This simple check might be logged for diagnostic reasons, in other words, we can see that you are (trying to) update the software. We only see this to occasionally check that our update system is working correctly and the “success-percentages” for updating remain high. 

 Chill Creations uses a range of third-party Sub-Processors to assist it in providing our services:

  • SiteGround for website hosting
  • MailerLite for email marketing software
  • Google G Suite for email, documents, backups

 

Disclaimer

While Chill Creations makes every effort to ensure that the content of this website is accurate, the website is provided “as is” and Chill Creations makes no representations or warranties in relation to the accuracy or completeness of the information found on it. While the content of www.chillcreations.com is provided with the utmost care and attention, we do not warrant that the information will always be up to date, be true and not misleading, or that this site will always (or ever) be available for use.

We do not warrant that the servers that make this website available will be error, virus or bug free and you accept that it is your responsibility to make adequate provision for protection against such threats. We recommend scanning any files before downloading.

Nothing on this website should be taken to constitute professional advice or a formal recommendation and we exclude all representations and warranties relating to the content and use of this site. In no event will Chill Creations be liable for any incidental, indirect, consequential or special damages of any kind, or any damages whatsoever, including, without limitation, those resulting from loss of profit, loss of contracts, goodwill, data, information, income, anticipated savings or business relationships, whether or not advised of the possibility of such damage, arising out of or in connection with the use of this website or any linked websites. 

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Terms & Conditions

Buying or using Chill Creations products or services implies that the user/customer has both read and accepted these Terms and Conditions and presale questions. Chill Creations reserves the right to change or modify current Terms and Conditions without prior notice. Chill Creations is a company registered in the Netherlands, and therefore any legal issues are subject to Dutch law.

Purchasing an extension

Purchasing an extension will buy you full access to the extension’s latest version, our downloads section, professional support and future updates for as long as your subscription is active. Updates are considered to be all new versions of our extensions that contain new features, fix bugs or security issues.

By purchasing an extension, you agree that: 

  • You get a subscription with a yearly automatic recurring payment, and that you can cancel that subscription at any time
  • All extensions by Chill Creations are under the Open Source GNU GPL v2.0 license and as such there are no other limitations or in other ways conditions beyond those stated as per the GNU GPL v2.0 license.
  • There is no warranty or in any other way any form of liability on the side of Chill Creations.
  • We reserve the right to offer discounts or permanent price changes at any moment, without prior notice.

If you cancel your subscription, you can still use the extension without restrictions, forever. You can keep installing the latest version that you have downloaded from our website, on any website. But you will no longer be able to get extension updates, access to our downloads section or premium support unless you re-activate the subscription. 

Although the number of downloads are not limited, an extension purchase eg. the account that purchased the extension, cannot be shared. Sharing or other methods which allow for multiple, simultaneous downloads (and thereby affect the performance of this web site) are strictly forbidden and may result in termination of the support and updates that came with your purchase.

An extension purchase is connected to a customers eg. the account that purchased the extension, not to a website the extension is installed on. We offer our services to the customer/account that purchased the extension, not to anyone that get’s access to the website the extension is installed on at a later moment. 

What does a “subscription” mean?

When you purchase a Joomla extension from Chill Creations, you automatically get a subscription to that extension. As long as your subscription is active, you have access to the downloads section, any new updates we release and professional email support. A subscription has a yearly automatic recurring payment for exactly the amount you paid when buying the extension/subscription. You can easily cancel the subscription at any time (in your account) and we will email you before any automatic recurring payment takes place. 

Update risk and responsibility

When we release an update, we do our best to extensively test the new update and make sure it is compatible with previous versions of our Joomla extensions. It is our goal that all updates are backwards compatible as long as possible. Still, the responsibility for testing a new update with the unique site and situation of the client/user, lies with the client/user. If an update causes problems, please contact us so we can investigate. It is possible that the client/user needs to revert to a previous version, and again, it is the responsibility of the client/user to decide when to do this. Reverting van be done by installing the previously used version of the extension or activating a site backup. 

Software license

Chill Creations extensions are licensed under the terms of the GNU General Public License v2.0 (read the full details here http://www.gnu.org/licenses/old-licenses/gpl-2.0.html). You are authorized to make any necessary modification(s) to the products to fit your purposes. Redistribution of the original or any modified version must always be done in accordance with the GNU GPL license. In this case, you must also not change or remove the copyright information in the header of the xml descriptor file or the php file. Please contact us if you have any requirements that are not covered by these terms.

Support

Customers that purchased an extension, can request individual premium support from Chill Creations (via support email) for as long as their subscription is active. If the subscription is cancelled, the right to request premium support expires. Users that download and use extensions that are downloaded from third party sites, without an active subscription at Chill Creations, are not entitled to any support by Chill Creations. 

Chill Creations reserves the right to limit or cancel support in the following situations:

  • unreasonable behaviour by the client; such as bad language, racism etc
  • continued/repeating (server) issues that can not (or should not) be resolved by Chill Creations
  • the client is not cooperative in providing additional details on the issues raised

Joomla! compatibility

The Joomla! version that is compatible with a certain extension will always be clearly communicated on the extension product page and in our presale questions. If an extension is compatible with a certain Joomla! version, we guarantee to keep the extension compatible with that Joomla! version until at least the end of that versions lifetime. We do believe however that it is a website developers own responsibility to analyse and decide what is the best version of Joomla! to be used on a new website at a certain time. 

Refund policy

We have a money back guarantee. If you are not satisfied with one of our Joomla! extensions, for any reason, return it within 30 days and we will give you a full refund! So you can purchase and give all our extensions a try, if they do not fit your needs, just return them within 30 days!

If you want to return an extension, please send a support email, tell us what extension you want to return and your order number. We would also love to receive the reason you are returning the extension and any other feedback that could help us improve our extensions and business. Refund requests are processed within 3 business days. 

Termination

We have the right to terminate your access to any or all of our products and services at any time, without notice, for any reason, including without limitation, breach of these Terms and Conditions. We may also at any time, at our sole discretion, discontinue the products, website or services or any part thereof without prior notice and you agree that we shall not be liable to you or any third party for any termination of your access to the products, website or services.

Copyright & ownership

The customer may not claim intellectual or exclusive ownership to any Chill Creations products, modified or unmodified. All products are and remain the property of Chill Creations except where the ownership clearly lies with other parties (such as for third-party libraries). Chill Creations respects the intellectual property of others. If you believe that your work has been copied in a way that constitutes copyright infringement, please contact us about the matter.

Warranty

Chill Creations products are provided “as is” without warranty of any kind, either expressed or implied. In no event shall the juridical person of Chill Creations be liable for any damages including, but not limited to, direct, indirect, special, incidental or consequential damages or other losses arising out of the use of or inability to use Chill Creations products.

We cannot guarantee that our products or services will function with all 3rd party Joomla! extensions as there is currently no certification process for such extensions. All of the products are designed for the versions of Joomla! mentioned on the product page and our presale quesions, but we can give no guarantee that the products will run with future versions of Joomla!. We support at least the most popular modern browsers: Internet Explorer, Firefox, Google Chrome, and Safari.

Though we cannot control all the sites or customers that purchase an extension we do not support or allow for use of our products or services on adult or gambling sites or sites with illegal content.

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The most user friendly Joomla! newsletter extension for sending a newsletter to one or multiple groups of subscribers. With newsletter statistics and automated batch sending

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Add iDEAL to Virtuemart, RSForm Pro, Joomla! articles and other extensions with cciDEAL. Supports popular banks and PSP’s like Mollie and Rabo OmniKassa

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An easy to use invoicing extension for Joomla! websites. Create and send invoices in Joomla! and receive payments with Paypal, iDEAL and other payment methods

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