Home
Knowledge Base
Create a Ticket
Check Existing Ticket
Home
Knowledge Base
Create a Ticket
Check Existing Ticket
Home
Knowledge Base
Create a Ticket
Check Existing Ticket
Found Articles
×
  • Welcome to our Support Desk

    Below you'll find instructions for accessing the main areas of our support desk.

    Support

    Do you have a question?

    Simply submit a ticket and one of our support
    representatives will be in touch shortly to help you.

     

    Do you have an existing ticket?

    No problem. You can see the status, check for
    updates, and read all of your existing tickets.

    Create a Ticket   Check Existing Ticket

     


     


  •  


     


     


     


     


     
  • Create a New Ticket

    Note: If you've already created a ticket and just want to check the status of that ticket, click here.

    Cydec Logo

    Cydec Software Contact Form

    Add Attachment
    Most Asked Questions
    VIDEO TUTORIALS

     

    General Settings

     

    My Company

     

    Affiliates

     

    Reports

     

    Tools

     

    Communication

     

    Please note that Cydec is regularly updated, if you find something out of date on the videos PLEASE contact our support staff at support@cydec.com.


    SETTINGS → MY ACCOUNT

     

    The first thing you will have to do when you log into your account is to make sure all of your settings are set the way that you want them.

    Please make sure that you filled in your email address, your phone number, your billing address and  your payment method. You can update this information any time.

     

     

    Please CLICK HERE  to review our video tutorial on the account setup.

     

    How do I change my password?

    To change you password please log into your account, then go to Settings → My Account, and you can change your password here.


    COMMUNICATION → MANAGE LISTS

    Please CLICK HERE to review our video tutorial on managing lists.

     

    One of the most powerful features Cydec offers you is the specific list customization.

    1. Create prospect and customer lists for each product.
    2. Schedule customers to be moved from a prospect list and added to a customer list after a sale.
    3. Create a default list so any person subscribing to a specific list also subscribes to a master list.
    4. Set up a list so that if a person subscribes to one list they also get subscribed to other defined lists.

     

     

    For Example:

         • Offer a free report (or gift) to get a person onto your prospect list.

         • Follow up with autoresponse messages to close the sale.

         • After the prospect makes a purchase, they will automatically be removed from the prospect list and added to the customer list.

         • Automatically follow up with customer support messages and back-end offers to sell more products.

     

    View

    This will show you all your lists along with aggregated statistics, including:

                  • Number of Subscribers on the list (Subs)

                  • Total Messages Sent to the list (MS)

                  • Overall Un-subscribe Rate for the list (UR)

                  • Overall Open Rate for the messages sent (OR)

                  • The Click Rate for opened messages (CR)

                  • Total number of Sales the list has generated (SL)

                  • Sales Rate of opened messages (SR)

                  • Gross Revenues generated by the list (GR)

                  • Number of subscribers to Remove themselves from the list (RM)


    ID: Each list that you create has a numerical ID (i.e. 1234) that is shown when you View Lists. That ID is also the Username of your autoresponder.

    Action icons

                • View List: view the subscribers on the list.

                • Edit List: change the From Name and Email for the list.

                • Delete List: purge the list from the database.

                • Empty List: remove all the subscribers from the list so you can start fresh.

    WARNING: Delete and Empty are irreversible, so use with extreme caution!

     

    Add

    Name your list something that will help you recognize it in your list view. Your List Name will also be displayed to your subscribers when/if they need to update their communication preferences.

    You can customize each list by entering the From Name and From Email address you want messages sent to this list to come from. These will appear in your subscribers' email client The From Email will also be the reply-to email for your subscribers.

    Make this a default List

    Designating a list as the Default List, creates a master list:

              • Any subscriber to any list will also get added to this master list

              • Only create 1 Default list

     

    Multiple List Subscription

             • Use this when you want a subscriber who signs up for one list to be automatically subscribed to another list.

             • Ex: When a customer purchases a product, they are subscribed to the mailing list corresponding to that product. But, you want them to also be added to another, more general list.

             • If you don’t want subscribers to be added to multiple lists, just don’t select any other lists.

             • The Send Results option determines whether you are notified of new subscribers or not.



    System Overview

    The system you have in your hands is a complete eCommerce solution.

    Truly an advanced e-Business automation system.

    Using the tools provided here you can automate virtually all aspects of your e-Business.

    MY COMPANY

    All aspects of eCommerce resides in My Company:

             • Create products

             • View payments and process refunds

             • Manage customers and subscriptions

             • Create Order Pages and upsell/downsell chains

     

    AFFILIATES

    This section allows you to run an affiliate program. This is a very powerful way to build your business because running an Affiliate Program enables you to enlist the help of others in selling your products.

    With the help of the system you can:

           • automatically track the sales of each affiliate so you can pay them on a commission basis.

           • upload Text, HTML and Graphic advertising tools. The system will generate an Affiliate Center

              where they download these customized advertising tools.

           • create a training email that automatically goes out to your affiliates when they sign up.

     

    REPORTS

    This section allows you to get information about all aspects of your account and to see your entire business at a glance or get a snap shot with the specific stats for any given day.

          • How many visitors you've had.

          • How many visitors your affiliates have sent you.

          • How many sales you've received.

          • Gross revenues, commissions, expenses and net profit.

          • Drill down to the day or all the way out to all time for all of this information.

     

    TOOLS

    This section contains additional tools you need to run your business.

         • Advertising trackers so you know exactly what results you're getting from your advertising efforts.

         • The trackers give you all sorts of important statistics.

         • The Marketing and Extras menus contain additional resources you'll need to build your business.

    These sections are updated regularly, so check them often.

     

    COMMUNICATION

    This section allows you:

        • to manage your email lists, newsletters, subscribers and followup series'

        • to send or schedule broadcast messages for future sending at any time


    All broadcast functions (lists, customers, affiliates) give you the option to sub-select a targeted set of the larger list.

    This is powerful for two reasons:

           1. You can test messages to small groups before sending to your entire list.

           2. You can send tailored offers to select groups (like brand new affiliates, or inactive customers, etc).

     


    SETTINGS → MY COMPANY

     

    Company Name:

    This is used on your order forms, your shopping cart, thank you pages and your affiliate center if you choose not to customize your design settings.

     

     

    Company Email:

    This is used for setting up the From Email Address in the emails that are sent to your customers.

     

     

    Website URL:

    This is the URL where all default traffic will be sent. For example, if you mistype a tracking URL your visitors will be sent to your Default URL instead of seeing an error page.

     

     

    iScript:

    This is a small script you must install on your own domain to make the system work.

    • It serves as an interface between your business, affiliates & prospects and Cydec.

    • This script helps you to give the appearance that the software resides on your server (as a custom-made software you created).

    • Affiliates will link to this script to sign up for an account or log into their existing account.

    • Prospects will subscribe and un-subscribe through this script as well.

     

     

    Please review this video tutorial below for more instructions on how to set up iScript. If you have any problems with viewing this video please CLICK HERE.

    iScript Setup

    1. Download the iScript.php file by clicking on Get iScript link.

    2. Unzip the file.

    3. Upload the iScrip file to your site (Using FTP).

    4. Provide a path to the iScript file on your site and click on Save button.


    Credit Card vs. Gateway Processor

    The "Gateway Processor" is what you use to process customer payments, so why are these treated differently by the system? Credit Card processors such as Authorize.net and NMI process the credit cards behind the scenes and your customer does not leave the order form. Gateway processors such as Barclay and AmazonCheckout, send your customer away from your custom order form to their processing interface. You can select multiple gateways (you could offer NMI, Barclay, and AmazonCheckout as payment processor options on a single order form) but, you can only select 1 credit card processor.


    MY COMPANY → SALES

    Please CLICK HERE  to review our video tutorial on sales management.

     

    View \ Search

    Filters

    You can create a list of sales filtered by:

        - Certain period of time (a month,  a year, etc.)

        - Self-defined keywords including: customer name, customer email (most effective), Order ID

        - All Sales, Your Sales, or Affiliate Sales,

        - Product

        - Sale status

     

    Organize the list

    You can click on any of the column heading to organize the list by that heading:

          - Date

          - Product

          - Customer

          - Total

     

     

    ACTIONS:

     

            1. View Details

     

                  • View the Sale, Order and Commissions information and a synopsis of net profits.

                  • Edit details using the (Edit) links

                  • View errors: The Response field reports responses from merchants as to what

                    the problem may have been when trying to process a transaction

     

          2. Edit Sale

     

                 • Order ID: Unique ID for that specific sale

                 • Shipping: Any shipping charges added to the sale

                 • Affiliate ID: The ID of the affiliate that referred this customer

                 • Product: The product purchased, and the drop down below shows the status of the sale

                 • Price: Cost of the product

                 • Quantity: Number of product purchased

                 • Tax: Any taxes charged for the sale

     

         3. Reverse Sale

     

                 • Void: Within the first 24 hours of the sale you can void which will stop the transaction from completing

                 • Refund: After 24 hours this will appear and it will process a refund to the customer for the charge

                 • You should get a confirmation box when submitting a void or refund

                 • Once submitted they cannot be reversed a new sale will need to be processed

                 • This process also removes the affiliate’s commission for this item


    View More Questions

     
  • Live Chat

    Most Asked Questions
    VIDEO TUTORIALS

     

    General Settings

     

    My Company

     

    Affiliates

     

    Reports

     

    Tools

     

    Communication

     

    Please note that Cydec is regularly updated, if you find something out of date on the videos PLEASE contact our support staff at support@cydec.com.


    SETTINGS → MY ACCOUNT

     

    The first thing you will have to do when you log into your account is to make sure all of your settings are set the way that you want them.

    Please make sure that you filled in your email address, your phone number, your billing address and  your payment method. You can update this information any time.

     

     

    Please CLICK HERE  to review our video tutorial on the account setup.

     

    How do I change my password?

    To change you password please log into your account, then go to Settings → My Account, and you can change your password here.


    COMMUNICATION → MANAGE LISTS

    Please CLICK HERE to review our video tutorial on managing lists.

     

    One of the most powerful features Cydec offers you is the specific list customization.

    1. Create prospect and customer lists for each product.
    2. Schedule customers to be moved from a prospect list and added to a customer list after a sale.
    3. Create a default list so any person subscribing to a specific list also subscribes to a master list.
    4. Set up a list so that if a person subscribes to one list they also get subscribed to other defined lists.

     

     

    For Example:

         • Offer a free report (or gift) to get a person onto your prospect list.

         • Follow up with autoresponse messages to close the sale.

         • After the prospect makes a purchase, they will automatically be removed from the prospect list and added to the customer list.

         • Automatically follow up with customer support messages and back-end offers to sell more products.

     

    View

    This will show you all your lists along with aggregated statistics, including:

                  • Number of Subscribers on the list (Subs)

                  • Total Messages Sent to the list (MS)

                  • Overall Un-subscribe Rate for the list (UR)

                  • Overall Open Rate for the messages sent (OR)

                  • The Click Rate for opened messages (CR)

                  • Total number of Sales the list has generated (SL)

                  • Sales Rate of opened messages (SR)

                  • Gross Revenues generated by the list (GR)

                  • Number of subscribers to Remove themselves from the list (RM)


    ID: Each list that you create has a numerical ID (i.e. 1234) that is shown when you View Lists. That ID is also the Username of your autoresponder.

    Action icons

                • View List: view the subscribers on the list.

                • Edit List: change the From Name and Email for the list.

                • Delete List: purge the list from the database.

                • Empty List: remove all the subscribers from the list so you can start fresh.

    WARNING: Delete and Empty are irreversible, so use with extreme caution!

     

    Add

    Name your list something that will help you recognize it in your list view. Your List Name will also be displayed to your subscribers when/if they need to update their communication preferences.

    You can customize each list by entering the From Name and From Email address you want messages sent to this list to come from. These will appear in your subscribers' email client The From Email will also be the reply-to email for your subscribers.

    Make this a default List

    Designating a list as the Default List, creates a master list:

              • Any subscriber to any list will also get added to this master list

              • Only create 1 Default list

     

    Multiple List Subscription

             • Use this when you want a subscriber who signs up for one list to be automatically subscribed to another list.

             • Ex: When a customer purchases a product, they are subscribed to the mailing list corresponding to that product. But, you want them to also be added to another, more general list.

             • If you don’t want subscribers to be added to multiple lists, just don’t select any other lists.

             • The Send Results option determines whether you are notified of new subscribers or not.



    System Overview

    The system you have in your hands is a complete eCommerce solution.

    Truly an advanced e-Business automation system.

    Using the tools provided here you can automate virtually all aspects of your e-Business.

    MY COMPANY

    All aspects of eCommerce resides in My Company:

             • Create products

             • View payments and process refunds

             • Manage customers and subscriptions

             • Create Order Pages and upsell/downsell chains

     

    AFFILIATES

    This section allows you to run an affiliate program. This is a very powerful way to build your business because running an Affiliate Program enables you to enlist the help of others in selling your products.

    With the help of the system you can:

           • automatically track the sales of each affiliate so you can pay them on a commission basis.

           • upload Text, HTML and Graphic advertising tools. The system will generate an Affiliate Center

              where they download these customized advertising tools.

           • create a training email that automatically goes out to your affiliates when they sign up.

     

    REPORTS

    This section allows you to get information about all aspects of your account and to see your entire business at a glance or get a snap shot with the specific stats for any given day.

          • How many visitors you've had.

          • How many visitors your affiliates have sent you.

          • How many sales you've received.

          • Gross revenues, commissions, expenses and net profit.

          • Drill down to the day or all the way out to all time for all of this information.

     

    TOOLS

    This section contains additional tools you need to run your business.

         • Advertising trackers so you know exactly what results you're getting from your advertising efforts.

         • The trackers give you all sorts of important statistics.

         • The Marketing and Extras menus contain additional resources you'll need to build your business.

    These sections are updated regularly, so check them often.

     

    COMMUNICATION

    This section allows you:

        • to manage your email lists, newsletters, subscribers and followup series'

        • to send or schedule broadcast messages for future sending at any time


    All broadcast functions (lists, customers, affiliates) give you the option to sub-select a targeted set of the larger list.

    This is powerful for two reasons:

           1. You can test messages to small groups before sending to your entire list.

           2. You can send tailored offers to select groups (like brand new affiliates, or inactive customers, etc).

     


    SETTINGS → MY COMPANY

     

    Company Name:

    This is used on your order forms, your shopping cart, thank you pages and your affiliate center if you choose not to customize your design settings.

     

     

    Company Email:

    This is used for setting up the From Email Address in the emails that are sent to your customers.

     

     

    Website URL:

    This is the URL where all default traffic will be sent. For example, if you mistype a tracking URL your visitors will be sent to your Default URL instead of seeing an error page.

     

     

    iScript:

    This is a small script you must install on your own domain to make the system work.

    • It serves as an interface between your business, affiliates & prospects and Cydec.

    • This script helps you to give the appearance that the software resides on your server (as a custom-made software you created).

    • Affiliates will link to this script to sign up for an account or log into their existing account.

    • Prospects will subscribe and un-subscribe through this script as well.

     

     

    Please review this video tutorial below for more instructions on how to set up iScript. If you have any problems with viewing this video please CLICK HERE.

    iScript Setup

    1. Download the iScript.php file by clicking on Get iScript link.

    2. Unzip the file.

    3. Upload the iScrip file to your site (Using FTP).

    4. Provide a path to the iScript file on your site and click on Save button.


    Credit Card vs. Gateway Processor

    The "Gateway Processor" is what you use to process customer payments, so why are these treated differently by the system? Credit Card processors such as Authorize.net and NMI process the credit cards behind the scenes and your customer does not leave the order form. Gateway processors such as Barclay and AmazonCheckout, send your customer away from your custom order form to their processing interface. You can select multiple gateways (you could offer NMI, Barclay, and AmazonCheckout as payment processor options on a single order form) but, you can only select 1 credit card processor.


    MY COMPANY → SALES

    Please CLICK HERE  to review our video tutorial on sales management.

     

    View \ Search

    Filters

    You can create a list of sales filtered by:

        - Certain period of time (a month,  a year, etc.)

        - Self-defined keywords including: customer name, customer email (most effective), Order ID

        - All Sales, Your Sales, or Affiliate Sales,

        - Product

        - Sale status

     

    Organize the list

    You can click on any of the column heading to organize the list by that heading:

          - Date

          - Product

          - Customer

          - Total

     

     

    ACTIONS:

     

            1. View Details

     

                  • View the Sale, Order and Commissions information and a synopsis of net profits.

                  • Edit details using the (Edit) links

                  • View errors: The Response field reports responses from merchants as to what

                    the problem may have been when trying to process a transaction

     

          2. Edit Sale

     

                 • Order ID: Unique ID for that specific sale

                 • Shipping: Any shipping charges added to the sale

                 • Affiliate ID: The ID of the affiliate that referred this customer

                 • Product: The product purchased, and the drop down below shows the status of the sale

                 • Price: Cost of the product

                 • Quantity: Number of product purchased

                 • Tax: Any taxes charged for the sale

     

         3. Reverse Sale

     

                 • Void: Within the first 24 hours of the sale you can void which will stop the transaction from completing

                 • Refund: After 24 hours this will appear and it will process a refund to the customer for the charge

                 • You should get a confirmation box when submitting a void or refund

                 • Once submitted they cannot be reversed a new sale will need to be processed

                 • This process also removes the affiliate’s commission for this item


    View More Questions
  • Check Existing Ticket

    If you've already created a ticket and just need to check the status of that ticket, simply enter the email address you used to create the ticket below and click the button.

  • Click Here to Reset the Header

    You can customize the header by uploading two separate files.

    The background image and goes from the left side to the right side or the screen.

    The header image should contain your companies logo and anything else you wish to put on it. It will lay on top of the background image.

    The header image should be 1138 pixels wide and the same height as the background.
    Anything smaller than 1138 pixels will work as well (It centered across the top.)

    Below is an example of what your background image could look like:


    Below is an example of a header image. Note that it has a transparent background as it will lay on top of the background above (not required):


    Background Image:

    Header Image:

  • Edit Knowledge Base Articles


    Article Name Assigned Category Priority URL Hits T
    SETTINGS → MY ACCOUNTSETTINGS View76T
    SETTINGS → MY COMPANYSETTINGS View80T
    iScript SetupSETTINGS View70T
    Payment ProcessingSETTINGS View106T
    Shipping and TaxesSETTINGS View26T
    SETTINGS → AFFILIATESETTINGS View55T
    SETTINGS → DESIGNSETTINGS View41T
    SETTINGS → COMMUNICATIONSETTINGS View51T
    Integrating With Wishlist MemberSETTINGS (Multiple Categories)View76T
    SETTINGS → ORDER PAGESSETTINGS View50T
    iContact IntegrationSETTINGS (Multiple Categories)View42T
    COMMUNICATION → MANAGE GROUPSSETTINGS (Multiple Categories)View39T
    VIDEO TUTORIALSSETTINGS FAQ (Multiple Categories)View208T
    Credit Card vs. Gateway ProcessorSETTINGS FAQ View48T
    BitPay IntegrationSETTINGS FAQ View8T
    How to avoid emails going into spam, promotional and junk mail?SETTINGS FAQ View30T
    Terms of ServiceSETTINGS FAQ View21T
    BitPay RefundsSETTINGS FAQ View15T
    How Do I Change My Password?SETTINGS FAQ View11T
    System OverviewMY COMPANY View37T
    MY COMPANY → SALESMY COMPANY View48T
    Add SalesMY COMPANY View23T
    MY COMPANY → PRODUCTSMY COMPANY View39T
    Create a ProductMY COMPANY View61T
    Recurring ProductsMY COMPANY View40T
    MY COMPANY → ORDER PAGESMY COMPANY View60T
    MY COMPANY → CUSTOMERSMY COMPANY View30T
    MY COMPANY → SUBSCRIPTIONSMY COMPANY View38T
    Integrating With Wishlist MemberMY COMPANY (Multiple Categories)View76T
    Add Discount to Order FormMY COMPANY View28T
    Set Up a New Discount GroupMY COMPANY View21T
    MY COMPANY → DISCOUNTSMY COMPANY View17T
    VIDEO TUTORIALSMY COMPANY FAQ (Multiple Categories)View208T
    Managing SubscribersMY COMPANY FAQ View31T
    Delete vs. Hide a ProductMY COMPANY FAQ View17T
    Product Change Requires Update to Order FormMY COMPANY FAQ View13T
    Order Cancels OrderMY COMPANY FAQ View18T
    The difference between customer and subscriptionMY COMPANY FAQ View15T
    Step By Step To Be Ready To Sell a ProductMY COMPANY FAQ View30T
    Managing CustomersMY COMPANY FAQ View15T
    BroadcastMY COMPANY FAQ View20T
    Next Bill Price and Next Bill DateMY COMPANY FAQ View16T
    Processing a Charge BackMY COMPANY FAQ View13T
    Export CustomersMY COMPANY FAQ View12T
    Quickbuy LinksMY COMPANY FAQ View11T
    AFFILIATES → LINKS & GRAPHICSAFFILIATES View39T
    AFFILIATES → MANAGEAFFILIATES View20T
    AFFILIATES → COMMISSIONSAFFILIATES View12T
    AFFILIATES → FOLLOWUPAFFILIATES View9T
    AFFILIATES → BROADCASTAFFILIATES View4T
    VIDEO TUTORIALSAFFILIATES FAQ (Multiple Categories)View208T
    How To Create Links For Individual AffiliatesAFFILIATES FAQ View36T
    How to make an affiliate sale of a specific productAFFILIATES FAQ View18T
    Google AnalyticsAFFILIATES FAQ (Multiple Categories)View17T
    CommissionsAFFILIATES FAQ View12T
    3 ways to set affiliate commission amountAFFILIATES FAQ View9T
    Affiliate ReportAFFILIATES FAQ (Multiple Categories)View9T
    Refunded Commission vs. Voided CommissionAFFILIATES FAQ View6T
    REPORTS → SALES SUMMARYREPORTS View11T
    REPORTS → DASHBOARDREPORTS View7T
    REPORTS → PRODUCTREPORTS View6T
    VIDEO TUTORIALSREPORTS FAQ (Multiple Categories)View208T
    TrackingREPORTS FAQ (Multiple Categories)View31T
    Google AnalyticsREPORTS FAQ (Multiple Categories)View17T
    Customer CenterREPORTS FAQ View14T
    Summary ReportREPORTS FAQ View12T
    Failed Credit Card Rebilling Schedule NoticesREPORTS FAQ View10T
    Affiliate ReportREPORTS FAQ (Multiple Categories)View9T
    TOOLS → TRACKINGTOOLS View13T
    TOOLS → BLOCKED USERSTOOLS View3T
    VIDEO TUTORIALSTOOLS FAQ (Multiple Categories)View208T
    iContact IntegrationTOOLS FAQ (Multiple Categories)View42T
    TrackingTOOLS FAQ (Multiple Categories)View31T
    COMMUNICATION → MANAGE LISTSCOMMUNICATION View41T
    COMMUNICATION → MANAGE GROUPSCOMMUNICATION (Multiple Categories)View39T
    COMMUNICATION → MANAGE SUBSCIBERSCOMMUNICATION View37T
    COMMUNICATION → SUBSCRIPTION TOOLSCOMMUNICATION View39T
    COMMUNICATION → BROADCASTCOMMUNICATION View20T
    COMMUNICATION → FOLLOWUPCOMMUNICATION View22T
    COMMUNICATION → CUSTOMER CENTERCOMMUNICATION View14T
    VIDEO TUTORIALSCOMMUNICATION FAQ (Multiple Categories)View208T
    Custom FieldsCOMMUNICATION FAQ View25T
    Subscription Tools → Pop-upsCOMMUNICATION FAQ View21T
    Followup → Add MessageCOMMUNICATION FAQ View20T
    Live Support ScheduleCOMMUNICATION FAQ View14T
    Difference Between Subscriber Status And Email Status?COMMUNICATION FAQ View12T
    Why Do The Text Followups Occasionally Get Cut OffCOMMUNICATION FAQ View11T
×

Link directly to this article:


Link directly to the contents of this article only:

×

T Are you sure you want to delete this article?

  ×

Edit Category


Category Name:

×