• What should I do if I having trouble with the payment method?

    Normally, Our store just takes you some minutes to finish the checkout process. However, in some unwanted cases, if you have trouble with payment methods, please view our Payment guide for reference.

    You also can contact us through live chat or email us at contact@litextension.com for better assistance.

  • Do you support your free products?

    The support is provided for our free products but fee will be required. There is a support package for you, please choose Installation & Support option.                        

  • How can I get your support?

    There’re several ways available for you to easily get our support:

    • As soon as you encounter a problem, you can submit a ticket which is going to be processed in high priority at our support helpdesk. In this ticket, please provide full information of your site (FTP account, admin access), the trouble that you have (replicate the steps, screenshots…) or your request. This is the best way to solve all the issues related to technique as we can carefully review your site to find out the best solution. Furthermore, we will notify you the up-to-date status of your issue every day until it’s solved 100%.
    • The other way is to email us at contact@litextension.com and let us know your issue.
    • Besides, you can contact us on live chat in our working time (from 8:30 to 18:30 from Monday to Friday - GMT+7). However, please take notice that for technical problems, we are unable to fix them for you immediately right on live chat. We just can take your information to review your site, understand more your request and contact you later via email. 

     

    * We sell on LitExtension.com only. We just provide fast support for all paid products which are selling on LitExtension store. We decline any support requirement if you get product from any 3rd party.

  • How do I contact LitExtension?

    There are many ways available for you to contact us:

    • Submit your request/question to our ticket system (highly recommended):

    • Email us at contact@litextension.com

    • Leave comments in our Facebook

    • Click on the Live chat link at the footer of the LitExtension page to chat with us

  • I am dissatisfied with your support

    We are so sorry that you are unhappy with our support. Please contact our Sales Manager at this email address contact@litextension.com and let him know your issue and what makes you dissatisfied with our supporter. Our Sales Manager will directly check and give you the feedback.

  • I submitted ticket but haven’t received your response?

    Normally, we reply to your ticket in less than 24 hours after your ticket is submitted (except Saturday, Sunday and holidays). Late responses can be caused by the following reasons:

    1. Network or system problems may occur. Your email couldn’t reach us due to errors of email system or our support system.

    2. Your ticket is submitted in our break when we haven’t been back to work (our working time is from 8:30 to 18:30 from Monday to Friday - GMT+7)

    If you have got no response in over 24 hours since you submitted a ticket and this issue is not due to the reason #2, please send us an email to contact@litextension.com. We will check our system and contact you soon.

  • What information do I need to provide LitExtension when I need to support?

    When you need to support, please provide us with the following information:

    • Order Number
    • E-mail address
    • Customer Name
    • Description your issue(s) need to support. 

  • What is LitExtension working hours?

    Our working time is 8:30 - 18:30 (GMT+7) from Monday to Friday. When it comes to our holidays, we will inform you through newsletters and banners on our homepage

  • Can I ask for a refund after purchasing?

    Migration Tools: If the tool does not work for your case by following our setup instructions, or it does not live up to what has been advertised, we will refund with full amount within 30 days. The following cases are not eligible for refund:

     

    • You did not follow our Installation/User Guide which cause the tool fails to work. 
    • You have no clear evidence that the tool fails to work.
    • You want extra features/functionalities which the tool does not have.
    • Your source store has been configured to prevent the connector to work.
    • Your target store has been tweaked or installed with custom modules which prevent the migration module to work properly.
    • Any extra plugins like Password, SEO, Custom field

     

    Instead, we do provide support to resolve all such situations, please just feel free to contact us

     

    Integration Tools: If the tool does not work for your case by following our setup instructions, or it does not live up to what has been advertised, we will refund with full amount within 30 days. The following cases are not eligible for refund:

     

    • You did not follow our Installation/User Guide which cause the tool fails to work. 
    • You have no clear evidence that the tool fails to work.
    • You want extra features/functionalities which the tool does not have.
    • Your server has been tweaked or installed with custom modules which prevent the integration module to work properly.

     

    Instead, we do provide support to resolve all such situations, please just feel free to contact us

  • I purchased over 30 days but I haven’t used your product. Can I ask for a refund?

    We understand your situation but in this case, we can not give you the refund as it’s against our policy which was established to apply to most cases. However, we will try to give you the maximum support to solve all the problems that may occur.

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