Tips to Make Your Purchase Go Smoothly
Please help us make your experience happier! Kelly is our only part time staff person, so there are a few things that you can do to help things go smoothly, ensuring that you get what you need, and that we maintain our sanity! Here's a few things to remember:
VERIFY YOUR ORDER ON THE PAYPAL SCREEN. Before clicking submit, make sure the description on your paypal order matches what you really wanted to buy!
ORDER FROM THE EMAIL ADDRESS YOU WANT TO RECEIVE YOUR CONFIRMATION, CALL INFO, OR DOWNLOAD LINKS. If paypal has an old email address for you, all our correspondance will end up going there. Similiarly, if you use your partner's account, they'll receive the info at their email address. One of the biggest things you can do to avoid having to follow up with us is to update your email address on your paypal account. If you buy just using a credit card, double check that you've entered the correct spelling for your email address. Sometimes, including where you'd like us to send it in the notes is overlooked by us--we get hundreds of orders a month--we'll try to honor your request, but even if we fix it once, each new order will continue to be a problem until your paypal account reflects the email address you actually use.
IF SEMINAR ATTENDANCE IS REQUIRED, INCLUDE YOUR INFO ON THE PAYPAL ORDER. Avoid delays getting registered by including this information up front. We honor the request of Matrix Energetics by asking that only those who have attended the seminars participate in or listen to the study group material.
FOR LIVE EVENTS, WATCH FOR REGISTRATION CONFIRMATION. You should get an email from us a few days following your registration for any live event. If you don't get one, let us know. That way you won't be missed when the call in information finally goes out 24 hours before the event.
SAVE YOUR PAYPAL RECEIPT! In the event that you do not receive the call in information and it is less than 24 hours before the event, please forward this receipt to us with a note that you don't have the call in information. This is the quickest way for us to verify your registration. It can take time for us to go through hundreds of registrations to find yours, but a receipt means our response can be immediate!
IF YOUR EVENT IS RECORDED, DOWNLOAD IT AS SOON AS YOU RECEIVE THE LINK. Study groups are recorded and all live participants will receive a link to download the recording. We now require you to download the recording before the link expires (which is usually 30 days from the event date). To be safe, download it immediately. Check for sound quality--if the sound is no good, delete and re-download. Check for length--make sure it is the same length as the event, as occasionally a download is cut short. If yours is only partially downloaded, delete and re-download before the link expires. Due to the large number of participants, after the link sent to you has expired, we now ask that you repurchase the recording from the website. Please do not share recordings or we will not be able to keep them available, thank you.
IF YOU'VE ORDERED A RECORDING. Your download link will be sent to you within ONE WEEK of your order date. Please make sure you've included your seminar attendance information. Check your spam and junk mail boxes. We send the email to as many people as have ordered it that week, so some email programs believe it is junk mail that is being sent. Please download it right away and check for sound quality and completeness. If either is a problem, you can delete the download and re-download it. Please let us know if you don't receive the recording link within one week, if we don't hear from you right away, we'll assume we've delivered the product and later if you have a problem you will need to repurchase it to have us send it again.
BACK UP YOUR DOWNLOADED FILES. The number of people who have bought recordings is only growing exponentially. Once the download is in your hands, we cannot help you with technical problems. We recommend making a note of where you've saved it and back up the file onto a disk or alternate storage right away. We are not technical gurus, so please contact your tech person if you have trouble with your computer. If your computer crashes or you can't find where you saved the download, you will need to buy it again if you want us to send another link. Thanks for your understanding in this matter, we have limited staff and cannot keep pace with the number of you who "lose" their download for one reason or another.