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If your questions are not answered here, please contact support for more assistance.

CONSUMER FAQ

What services can be used with companies that are not SBTRUST subscribers?

Currently, the SBTRUST services are only available for use with SBTRUST subscribers. Due to our low-cost subscription rate, the entire resources of SBTRUST must only be directed toward assisting commerce with subscribers. Visit the External Links Page for a list of firms that may be of assistance in other cases.

Is the old Cyber-Cop.net web page registration service still available?

This service is available as part of the Policy Confirmation Service. However, it can only be used to register pages from sites of SBTRUST subscribers.

Why do the services often require E-Mail Confirmation?

This is to reduce the amount of frivolous usage. Note, e-mail addresses provided by customers are not used for marketing or any purpose other than to provide the SBTRUST services.

If companies are paying a subscription fee then isn't SBTRUST going to be biased in their favor?

This question has been an issue with numerous Trust Assurance service providers. SBTRUST hopes to mitigate any bias by having a very low subscription fee (just $49.95 for a 2-year subscription). This amount just covers overhead and variable costs. As such, the potential of losing a client would not weigh heavily on the decision-making of SBTRUST. Our goal is to provide a premium Trust Assurance Service at a reasonable rate that properly reflects the consumer-oriented nature of the goal.

Is the advocacy support binding on a consumer or company?

Advocacy support is an informal dispute resolution process and not a legally binding arbitration process. The service is to assist with resolving problems before they get to the stage of requiring legal action or a formal complaint with the Office of a State Attorney General. However, if a dispute is not resolved then that is indicated on the company's status report for other consumers to see.

I'm not residing in the USA, can I still use the service?

Yes, SBTRUST provides services for consumers and companies regardless of where they are located. In some cases, a service may take longer to provide when a customer or company is outside of the USA but all services are still provided.

Is there a list of SBTRUST subscribers?

There is not a portal or other listing service because that is beyond the scope of our mission. Once a service provides a portal then the position of each subscriber in the portal (or list) becomes an issue. Also, in early research on this matter, subscribers indicated numerous concerns with being listed with other subscribers. Primarily, they do not want SBTRUST to be a marketing platform for competitors. As such, SBTRUST does not provide a listing of subscribers and has no intention of expanding into the portal business. Moreover, we do not sell or otherwise make available, whether online or offline, subscriber lists.

Can I donate money to SBTRUST.ORG or to the Cyber-Cop Network?

Drake Analytics, Inc., the owner and manager of SBTRUST, is a for-profit corporation so donations to SBTRUST or to the Cyber-Cop Network are not accepted.

BUSINESS FAQ

Are there any fees beyond the $49.95 subscription price?

There are no additional fees. The $49.95 subscription fee covers full usage of the services for two years (24 months from the date of subscription). There are no bandwidth charges or any other service fee associated with using SBTRUST.

Are there any refunds?

Due to the low cost of the service, much of which is consumed in the initial verification and setup process, there are no refunds.

Can I suspend my subscription and restart it later?

During the 2-year subscription period, an account may be deactivated at any time and then re-activated any time later during the subscription period.

Can I request that SBTRUST destroy communications or data associated with my account?

As part of SBTRUST's standard operations policy, data associated with an account may be destroyed, at the subscriber's request, when an account is deactivated or when a subscription expires. In both cases, if the account is reactivated and/or subscription renewed after the data deletion then the account would start with a clean slate. However, it should be noted that, in any case, information provided via the anonymous consumer feedback service may still be stored by SBTRUST.

My company is based outside of the USA, can I still use SBTRUST?

Yes, all SBTRUST services are available to both consumers and companies that are outside of the USA. Some verification processes may take longer with non-USA firms but all are available. Do note though that SBTRUST can only guarantee that representatives speak English.

Can I subscribe by check or money order?

Yes, subscriptions may be made by sending a check or money order, drawn on a US bank and made payable to DRAKE ANALYTICS, INC. for $49.95, to:

Drake Analytics, Inc.
Attn: SBTRUST.ORG
PO Box 19762
Seattle, WA 98109
USA

How fast can I start using SBTRUST after subscribing?

If you subscribe online then you can use the SBTRUST services immediately. After your payment has been processed, typically within 30-seconds, an account will be created and your login information provided. At this point, you are ready to use the system. Verification services are generally initiated within 24-72 hours, depending on the work load.

Your order processing system is complaining about my credit card, what can I do?

Due to the very stringent Address Verification System, it is important that you enter the name and address exactly as it is associated with the credit card. Any difference and the system will most likely reject the transaction. Moreover, there are countries in which the verification system cannot verify the address information and the transaction will be rejected. If you have order problems, consider subscribing through our Amazon.com zShop. The only drawback with this methjod is that accounts are set up manually rather than automatically. So, after subscribing through Amazon, your account will not be ready for several hours. You will receive notification via electronic mail when the account is ready.

I may need a smaller seal image due to the style of my web site, can you provide a custom seal graphic?

SBTRUST will provide custom seals on an as-needed basis to ensure that the coloring and/or size is appropriate for your web site. The minimum requirement is that the SBTRUST.ORG wording is clear.

Can I add comments to my Status Record?

Yes, subscribers are able to add notes to their Status Record. These notes will be viewable by consumers who view the firm's status. This can be a valuable tool in providing more information to clients about a firm's operation or to respond to issues and/or complaints that may have arisen on the web about a firm.

Are subscriptions automatically renewed? Subscriptions are not automatically renewed. Within 30-days of expiration, the subscriber will receive an electronic mail indicating the need to renew. The expiration date is also noted in the Control Panel. Another e-mail will be sent when there is just 10 days remaining and again on the final day of the subscription. Subscribers are given a two week grace period in which to renew their account without any interruption in service. When a subscription is not renewed, the account will be deactivated and the subscriber will need to renew in order to reactivate the account.

Can I use my account for more than one domain?

An SBTRUST subscription is required for each domain that is to be monitored. Thus, a firm that operates multiple web ventures, each with their own domain, will need to have a subscription for each domain. While this may seem cost prohibitive to small firms, it does allow for different divisions of a firm to be rated and managed differently. It is SBTRUST policy to monitor by domain rather than by company because the operations of one web site may differ from the operations of another even though both are owned by a single company. Thus, it is not appropriate to lump multiple ventures into a single account.