Online Store

Frequently Asked Questions

Can I use the site if I am not a student or a staff member?

Yes, you certainly can, the site is on the World Wide Web, and therefore can be accessed by anyone.

If I buy, how can I get confirmation of my order?

When you purchase goods or services from our Online Shop, you will automatically receive confirmation by e-mail to the address you gave in your registration showing what items you have ordered and what you have paid.

What if I can't remember my password?

No problem, at each login stage you will see a forgotten password button where you enter your e-mail address and a reminder of your password is then sent to you by e-mail, almost immediately.

Is there a limit to what I can buy from the Online Shop?

Limitations only extend to availability of stock or services still offered. In certain cases there may be limits per customer, but in these situations messages will appear when choosing your goods.

When I'm buying can I change my mind as I go?

You certainly can, you can keep building your shopping basket adding and deleting as you go, but once you submit from the payment details screen your order will be fulfilled.

What can I do if I have made a mistake, but have completed the transaction?

Should you have a problem after completing a purchase you would need to contact either the contact address provided on the Product or Event or the Online Shop. You can reach the Online Shop at ols@soton.ac.uk or +44 (0) 2380 59 9263

 Can I get an item delivered to a different address to the card holder?

 Yes, as long as the address is added to your account.

 Will the system automatically log me out of the site?

When you reach the confirmation screen you are automatically logged out of your account, if you wish to log out before that go to 'My Account' at the top of the screen and press on the 'click here' link.

 Will I have a tracking order number?

 Information regarding delivery will be in the product description. 

 How long will I wait for my goods?

You will find the delivery details against the item you have purchased in the on-line store and in your confirmation e-mail.

The online store is intended to be available to you whenever you want to access it. University of Southampton accepts no liability for periods when the store is unavailable, or you are unable to access it for whatever reason.

Browsing the store requires no registration but you will need to register to make your first purchase.

 Registration

Registration is a straightforward process using your email address and a password of your choosing. Once registered you can revisit and make purchases without the need to register again.

As part of the registration process you must enter personal details such as your address and contact details. It is your responsibility to make sure these are correct and subsequently updated when necessary.

Cancellation of Registration

University of Southampton reserves the right to suspend or cancel a registration entirely at it's own discretion.

Password confidentiality

Do not disclose your password to others. You are responsible for all orders made using your password.

Change password

 
You can change your password by logging in using your current password and updating your personal details

Security

The pages in which you enter personal details or payment information are secured using SSL (Secure Socket Layer) technology provided by Thawte.

You should also check that:

The website address in which you enter your card details starts with https

 and

that there is a padlock image at the bottom of your screen.

Both are required to help ensure your data is secure.

My payment was unsuccessful

When you entered your customer details did you fill in your billing address as the address the credit card you are using is registered to?

How can I check if I have entered the wrong details in the billing address?

On the left hand side of the screen under My Account click on My Details and this will take you back to your customer details.

What cards are accepted?

Payment can be made by credit or debit card issued by Visa, Delta, Mastercard, Solo, Maestro (if issued in the UK) and Visa Electron. We are unable to accept Amex or GE Capital for online payments.

I have attempted to pay online but have received the message  'Authorisation has failed'.  Why is this?

There are several reasons why this may have happened:-

•  You may have made a mistake entering the card number. 

• Your credit limit may have been exceeded.  In addition to an overall credit limit some card issuers may impose daily limits and limits on the size of individual transactions. 

• The postcode you entered is different from the postcode held by the card issuing company. 

• Not all cards are eligible for online payments - please refer to the previous question.  

• The server used by the University's Payment Service Provider is offline.  This is unlikely as the service is available 24 hours per day 365 days per year but there are occasional  'outages' for maintenance which usually last no more than 30 seconds.

If your card has been declined you may try again, but, please be aware that most card issuers allow only three consecutive attempts before the card is blocked for the rest of the day.  In order to protect your confidentiality the card issuing company will not tell the University why the transaction has been declined and you will need to contact them directly to ascertain the reason.   

When is the system available? 

The system is available 24 hours per day, 365 days of the year.