 |
We Accept:
|
|
|
»
Frequently Asked Questions
eCommerce FAQ’s
I placed an order and was wondering when it will be processed?
When will the gift pack I ordered be delivered?
When will the inmate receive the phone card that I ordered?
When will the money I deposited on the inmate’s account be available to them?
I received two email confirmations. Which one is correct?
I received the first email but it does not show the person’s name that I placed the order for.
I received an email stating that my order was rejected due to invalid credit card information. What does this mean?
I input my address correctly, but was told that the order was rejected due to the address verification. How can this be?
The inmate I ordered for was released. Can I get a refund?
Can you tell me how much someone has on their account or how much phone time they have available?
I messed up on the order when I submitted it. Can you cancel it?
I received an email stating my order was rejected. However, there is a charge on my account for the order. Why did this happen?
Q: I placed an order and was wondering when it will be processed?
A: Orders are processed Monday through Friday before 2 p.m. excluding County holidays. Any order placed after 2 p.m. will be processed the next business day. So, if the order is placed on Friday after 2 p.m., any time on Saturday or anytime on Sunday, the order will not be processed until Monday morning.
Q: When will the gift pack I ordered be delivered?
A: Gift Packs are scheduled for delivery the same night that the order is processed. However, delivery may be delayed due to unforeseen custody issues outside of our control.
Q: When will the inmate receive the phone card that I ordered?
A: We do not deliver physical phone cards. When phone time is purchased on the website, it goes into the inmate’s Securus account that can be accessed with an assigned PIN number. Phone time is available on the inmate’s account at 3 p.m. the same day the order is processed and approved.
Q: When will the money I deposited on the inmate’s account be available to them?
A: Money deposited to the inmate’s account is available the moment it is processed and approved.
Q: I received two email confirmations. Which one is correct?
A: There will be two emails that each customer will receive per order. The first email comes from the website confirming that the order was received, but not yet processed. The second email will be sent after the order is processed and it will inform the customer of whether the order has been approved or rejected and, if rejected, the reason for the rejection.
Q: I received the first email but it does not show the person’s name that I placed the order for.
A: Because the website is hosted by a third party vendor that does not have access to the confidential information in the Sheriff’s system, they are unable to match a booking number and name. When the order is processed, the second email will show the person’s name that the order was placed for. To verify before placing an order, you can click on the “Who’s in Jail” link on the home page of the website.
Q: I received an email stating that my order was rejected due to invalid credit card information. What does this mean?
A: This could mean various things. It could be that there was not enough funds on the card to fulfill the order, the billing address and/or zip code did not match the one listed for the credit card, etc. In some cases, some credit card providers do not approve web orders without the security code on the back of the card. Since we do not require this, it could be a reason for rejection even if everything with the card is good.
Q: I input my address correctly, but was told that the order was rejected due to the address verification. How can this be?
A: Orders must have the correct billing address in order for it to go through. The billing address must match the address that is associated with the credit card. Also, if the billing address is a P.O. Box, the number will need to be entered first (i.e. P.O. Box 5555 would need to be entered in as 5555 P.O. Box).
Q: The inmate I ordered for was released. Can I get a refund?
A: Gift Packs that are not delivered to an inmate will be refunded back to the credit card. Phone time and Money Deposits are considered gifts to the inmate and cannot be refunded back to the credit card. The inmate can get a refund of any unused phone time by writing to Securus. They can also get a refund of any money on their account when they are released. The service charge, however, is non-refundable and cannot be refunded for any reason.
Q: Can you tell me how much someone has on their account or how much phone time they have available?
A: Unfortunately, we are not permitted to give out that information to anyone but the inmate themselves as it is confidential information.
Q: I messed up on the order when I submitted it. Can you cancel it?
A: Orders can be cancelled only before they are processed. If the order has been processed already, we are unable to cancel it. We would be able to refund any undelivered gift packs, but the service charge is still non-refundable. Money Deposits and Phone Time cannot be refunded for any reason.
Q: I received an email stating my order was rejected. However, there is a charge on my account for the order. Why did this happen?
A: The order was declined due to the billing address not matching the address associated with the card. It is possible for a card to be authorized at the card issuing bank and then decline due to the address not matching. This authorization could be mistaken for a charge as the authorization reduces their available limit. However, a transaction declined due to address verification will not settle and you will not be charged.
|
|
|
|
