Insurance

You can't prepay. You pay on your account as you use it, and I don't think you can even make a payment until your balance is $5 or higher.

If you're using Auctiva Checkout, just go ahead and mark your listings as "Insurance Optional" in the listing form, and buyers will have the choice to buy it directly when they purchase something from you. No other steps are necessary (unless you need to file a claim later).

If you do not use Auctiva Checkout, you can still offer insurance, but you must purchase it manually through the "Sales" tab here in Auctiva.

You can check to make sure Auctiva Shipping Insurance is active by going to "My Account", then "Settings", then "Auctiva Shipping Insurance Settings".

quote:

Originally posted by sandra0357:
What's the best way to offer shipping insurance through auctiva? I tried pre-paying my account with a deposit but kept getting an error message that read authorize.net failed. I'm sure it's something I'm doing but can't figure it out. Would welcome anyone's help. I haven't really offered inurance and of course I have a lost package. Really need to get it up an running! Sandra

Hello Sandra,

There really is no best way to offer insurance. It all depends on your needs and what you want to offer the customer.

1. You can require insurance on all items. Adding your insurance cost to the S&H and marking all your auctions "Insurance Included in the S&H charges'.

2. You can make it optional on your auctions giving the customer the choice to invest in the protection.

3. Or mix it up and make some items required and others not. Perhaps tell them that only PayPal customers do not have to invest but non-paypal customers do? Or whatever.. again just throwing ideas out.

You can add funds to your Auctiva Insurance Pool anytime.

At your Auctiva Homepage, click "My Account" > "Auctiva Shipping Insurance Settings" > "Add funds to your account"

In this window you can add any amount you want, but it has to be a minimum of $5. (I usually do $10 or $20 at a time). I pay through my PayPal account because its easier for me that way, but you can choose do it with a CC. Now if you get an error trying to pay with your CC, that just means Auctiva's CC terminal is probably down. I would submit a help ticket asking if they can help. (Or just use PayPal).

You can make money off this program. Just make it fair and consistant with your customers.

Let me know if you have any questions Sandra.

Best regards,

quote:

Originally posted by biscuit:
You can't prepay. You pay on your account as you use it, and I don't think you can even make a payment until your balance is $5 or higher.

Sandra,

If you entered a valid Visa/MasterCard number with the right expiration date and CVV value and the Authorize.net charge still fails, then there's something wrong, and I'd encourange you to file a support request to get it resolved. (This process connects the support ticket with your Auctiva account ID and then we'll be able to figure out the details of what went wrong with your account.)

Biscuit's answer isn't exactly right. Prior to last week's updates, making payments to maintain a "positive balance" was the only way to pay for Auctiva Shipping Insurance.

You CAN, in fact, pre-pay for insurance by placing a "positive balance" on your Auctiva account (Note: a Positive balance shows up in a Green font, but has a "negative" number, so this might be confusing. We do this in order to emulate the way eBay invoices sellers for listing & final value fees, which show up as "negative" transactions on your eBay invoice.) If you use Auctiva Checkout and have "Use Auctiva Shipping Insurance" selected in your Auctiva Shipping Insurance settings page, and require insurance in your listings, insurance policies will be automatically generated for you. Or you may elect to purchase them individually from the "Add Insurance" link next to each individual eBay transaction on your Sales / Transactions page.

If you elect to store your credit card on file for reuse, you can actually go "in the hole" with your Auctiva balance and your account will be invoiced and billed automatically on a monthly basis. (This is a new feature since last week's release, and we hope it will encourage more people to use our Auctiva Shipping Insurance without worrying about whether they're keeping their "positive balance" maintained.)

Well, it sure would be nice if Auctiva would go into detail about how insurance is billed before I stated insurance "required" on my listings. I just sent an uninsured parcel to an eBay bidder. She thought the item was insured and so did I. Auctive didn't let me know in any way that their insurance was disabled for my account. I also had no idea I was sending uninsured items, because I didn't get a insurance bill until it was too late.

Barbarino

We honor the settings in your eBay listing. If your eBay listing says insurance is not offered, then we don't create an insurance policy unless you elect to purchase the policy yourself from your SALES > TRANSACTIONS page.

However, this requires that you have the "Use Auctiva Shipping Insurance" box checked, and that your balance is in good standing for Auctiva insurance. You can determine your eligibility by clicking on your Auctiva Insurance Settings page. If it says it is disabled and says that you should pay your balance, then you can follow the link to pay your balance.

Also, on MY ACCOUNT > SETTINGS, if your balance is in the red and you do not have a valid credit card STORED on file with us, insurance purchases will be disabled for your account until you add funds so that you have a balance credit (green). If you have a card stored on file with us, we will automatically charge the card on a monthly basis.

If you ever have any uncertainty about whether a policy has been created before you ship the package, you can always check your SALES > TRANSACTIONS page, on the right side there will be a link that either says "View Insurance", or "Add Insurance".

Then, why has Auctiva charged me close to $20.00, total for insurance charged to customers. Why don't you ALWAYS honor my Austiva profile? Your answers are inconsistent. I haven't had time to do so, yet, but if my Auctiva profile is NOT honored, I will notify California State Auditor's Office, FCC and The Federal Trade Commission.

Under your Auctiva Shipping Insurance Settings, you have the "Use Activa Shipping Insurance" setting turned on. Your recent insured transactions saying insurance is included in the S & H price. If you're using flat rate, you can adjust the amount to compensate for insurance. If you're using calculated shipping, then it's like you're giving them insurance for free (think "included at no extra charge"). If you believe that your Auctiva Shipping Insurance settings are not being honored in Checkout, you may file a support case and we'll take care of it for you.

Yes, I'd like to file a support case, because there's very little information on your website concerning ALL the mechanics, so to speak, of your insurance program. That includes billing, what's in it for me, etc. Again, I feel my Auctiva profile was not honored. So how do I file a support case?

1. Log in to your Auctiva account.
2. Click on the "Help" link on the very top of the page, in the upper right-hand side.
3. Scroll down to the third orange box on the right side called "Customer Support".
4. Click on "File a Support Request."

Thanks,
Auctiva Support