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Volusion Partner Network™

Volusion Partner Confidential

Referral Partner Guide

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Volusion Partner Network™

Volusion Partner Confidential

Table of ContentsINTRODUCTION........................................................................................................................................................3

I. Meet the Business Development Team...............................................................................................................................3

II. Referral Partner Responsibilites..........................................................................................................................................................................4

III. Instructions on Referring Customers to Volusion...................................................................................................................................5

IV. How do I Access My Customer’s Admin Panel?.....................................................................................................................................6

V. Standard Hosting.......................................................................................................................................................................................................7

VI. Payment Processors.................................................................................................................................................................................................8

VII. How Design Works for You..............................................................................................................................................................................9

VIII. Services Offered by Volusion...........................................................................................................................................................................10

IX. Why Volusion?............................................................................................................................................................................................................12

X. Referral Marketing Collateral..........................................................................................................................................................................13

XI. Customer Resources................................................................................................................................................................................................14

XII. Live Checklist............................................................................................................................................................................................................15

XIII. Referral FAQs............................................................................................................................................................................................................16

XIV. Glossary.....................................................................................................................................................................................................................20

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IntroductionCongratulations on becoming a Volusion™ Referral Partner! We’re determined to make sure you have all the tools and resources you need to be successful using our ecommerce solution. This handbook contains information needed to effectively represent Volusion™ and provide the best service for your customers.

Meet the Business Development Team:

Tiffany ByingtonPartner Program ManagerTiffany_Byington@volusion.com(800)646-3517 ext 755

Radhika RoyBusiness Development ConsultantRadhika_Roy@volusion.com(800)646-3517 ext 734

James BookerBusiness Development ManagerJames_Booker@volusion.com(800)646-3517 ext 702

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Referral Commission Structure

Tier Level Active Customer Stores Referral CommissionLevel 1 1-9 10%

Level 2 10-19 15%

Level 3 20-29 20%

Level 4 30+ 25%

*Commission is paid out monthly with percentages based on the customer’s recurring monthly cost on the store. New customer stores must be active for at least 60 days in order to receive any commission payment. Commissions do not apply to stores in hibernation, special pricing promotions, etc.

Roles and Responsibilities• The customers you refer to Volusion will have their own individual account. We will handle

billing and will support the client directly.• In order to receive credit for referrals, you must fill out the lead registration form provided

with your customers’ information.• Referral partners receive commission on standard hosting plans. This doesn’t include

supplemental services that Volusion offers (such as Merchant Accounts, Design, Market-ing, etc.).

• Commissions apply to stores purchased after the approved contract date. We will not ret-roactively credit old stores purchased prior to that date.

Referrals must be net new customers. You cannot receive commission for a customer referral that already has an active store with Volusion.

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Referring Customers to VolusionPlease use the following link to register all new customer leads and be sure to include your Volusion CID number (Customer ID). Your CID must be included on all referrals so that we may correctly manage your commissions.

Volusion CID: Please (Referenced in the email)Lead Registration Form: http://www.volusion.com/agency/lead.asp

Please be sure to notate any additional information and/or special instructions in the notes area such as:• Customer’s preferred method of contact• Request to contact you before contacting the customer• Services that you will be providing the customer (i.e. Design, Marketing, Store Set Up, etc)

Upon receiving the referral form, your assigned ecommerce consultant will contact the cus-tomer to answer any questions or concerns that they may have, as well as assist them through the purchasing process.

*** Please be sure to put accurate customer contact information, including name, email and phone number. Contact information must be specific to that customer.

Commission Payouts• All customer referrals are linked to your account by your Volusion CID number. It is cru-

cial that all referrals are submitted through the above lead registration form and that you include your CID number to correctly track commissions.

• After the 60 day probation period, you will receive monthly recurring payments for all active customer stores. You will receive an email confirmation each month with a break-down of your commission payment.

• Commissions only apply to active stores and will not be awarded for cancelled or stores on hibernation.

Please contact the business development team directly or email agency@volusion.com for any questions on your commissions or Referral account.

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How do I Access my Customer’s Admin Panel?Once your customer purchases the hosting package with us, they’ll receive a “Welcome” email with their login information and links to their storefront and administration area. If you are providing a service for your client that requires access to their admin panel, they can set you up as an additional administrator on their site.

There is no limit on the number of administrators. Different access levels can be assigned to different administrators. This is all at the discretion of the customer.

Here is a helpful article discussing creating multiple administrators: http://support.volusion.com/article/password-management-faq

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Standard Hosting PlansAll of our packages include the hosting of the site, as well as thousands of built in features and 24x7x365 FREE US-based Out of This World™ support. The packages are mainly de-termined by the product count and data transfer limit; however, our Gold and Platinum packages also come with additional features and support.

Plan Product Count Data Transfer Email AccountsSteel 100 2 GB 5Bronze 500 3 GB 5Silver 1000 5 GB 10Gold* 5000 15 GB 15Platinum* Unlimited 25 GB 20

*Additional Features Include:• API access - http://support.volusion.com/article/where-do-i-find-information-volusion-api

• Social Store Builder - http://www.volusion.com/social-store-builder

• Shopping Feed Integration

Sales TipThese additional features are a great way to get maximum product exposure on 3rd party platforms and an easy way to increase organic search engine optimization ranking. They can also get you a higher commission payout!

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Payment ProcessorsA payment processor is a necessary component to launch an online business. A payment processor plugs into your ecommerce site. There are a few options available to accept payments on your site:

Volusion Credit Card ProcessingVolusion is a full service solution that offers direct online credit card processing to all our US-based customers. If your client is interested in our services, they will need to fill out an appli-cation to start the approval process. Applications take 5-7 business days to process.

Application - http://www.volusion.com/merchant-account/credit-card-processing.asp

Volusion Credit Card Processing FAQs - http://www.volusion.com/merchant-account/credit-card-processing-questions.asp

Alternative Merchant AccountIf your client has their own online merchant account, they will need to make sure that the gateway that they are using to process payments is on our list of compatible gateways.

List of compatible gateways - http://www.volusion.com/merchant-account/credit-card-processing-compatible-gateways.asp

InternationalFor Canadian and UK Customers, we have partnered with both Beanstream and Sage Pay.

International - http://www.volusion.com/merchant-account/credit-card-processing-international.asp

SSL Certificates If you’re using any sort of merchant account, you’ll need a SSL certificate. The SSL certificate encrypts the information on the checkout page, preventing hackers from stealing your cus-tomers’ sensitive information. We also support Verisign®, GeoTrust® and Thawte®.

SSL Certificates - http://www.volusion.com/ecommerce/ssl-certificates

Other Payment OptionsVolusion also integrates with PayPal® and Google Checkout®, which can be used in conjunc-tion with a merchant account or as a sole method of payment processing.

Fraud Score Online businesses are more prone to fraudulent transactions than their retail counterparts. Volusion has recently released Fraud Score, a tool that allows merchants to gage the risk level associated with orders placed. This supplemental service alerts merchants that an order may be fraudulent.

Fraud Score - http://www.volusion.com/merchant-account/credit-card-fraud-protection.asp

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How Design Works for YouVolusion’s designs are all written in HTML and CSS. If you’re familiar with this coding, you can redesign the look and feel of the site by editing the code and uploading your own. We give you full access to FTP accounts so that you can quickly and easily upload coding changes. The Live Edit File Editor in the admin area will show you where our design filesare located: http://support.volusion.com/article/file-editor

Product pages are software generated, meaning that you can change the aesthetics of those pages (background colors, buttons, font), but are unable to change the placement of where these elements appear. For example, you can change how the “description” of a product looks but you can’t change where it shows up on the page.

Our software also supports Flash and JavaScript.

Without any coding knowledge, you can swap out your header/logo image and change out the homepage graphic area.

This is covered in our Basic Design video: http://support.volusion.com/search/find/basic%20

design?filters=tid%3A23

If you don’t offer design services for your clients and are in need, please refer to the design options on the following page.

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Supplemental Services Offered by VolusionVolusion is a one stop shop that offers additional services to increase the success of our online businesses. As a Referral Partner, your may be offering some additional services to your clients. For services that you currently don’t offer, we may have something that will do the trick!

DesignThere are a few options that we offer to help enhance the look and feel of a business. If you don’t offer a design service, these are some alternatives that you can offer your customers:

Premium Templates - http://ecommerce-templates.volusion.com/

This is a great option for customers who are looking for a more customized look and feel, but perhaps don’t have the budget for a fully customized site.

Custom Design Services - http://www.volusion.com/custom-web-design-pricing.asp Our Custom Design Services allow the customer to design the look and feel of the site from scratch by working directly with our professional design team. These packages are based on elements of the site that the designer would be customizing.

Template Implementation Services If you have the ability to create a site design, but don’t have the time or resources to implement that design within Volusion, our designers can implement your template and homepage for you. Template implementation services vary and are quoted based on the complexity of the design.

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Domain Registration - http://www.volusion.com/domain-name-registration/domain-name-registration.aspx

If your client has not yet registered a domain name, you can register that domain on our site directly. We currently offer: “.com”, “.biz” and “.net”

Marketing - http://www.volusion.com/ecommerce-marketing-servicesThere are numerous tools available to help market your client’s sites. This includes newsletter marketing, built in SEO features and coupons/discounts. As a supplemental service, we do offer managed PPC advertising and SEO services.

PPC Advertising - http://www.volusion.com/paid-search.asp

SEO Services - http://www.volusion.com/search-engine-optimization.asp

Live Chat - http://www.volusion.com/live-chat/software.asp

Volusion offers an advanced Live Chat application as a way for storeowners to communicate with their customers. This application is a great way to answer questions immediately and ef-fectively, which instills confidence in shoppers to help increase conversions.

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Why Volusion?In today’s market, more and more merchants are looking to ecommerce to get the most product exposure at a fraction of the cost of running a brick and mortar business. Savvy business owners understand that, in today’s economy, it’s imperative to have an online presence to be truly successful.

With that said, new ecommerce companies are becoming more common, so it can be confus-ing to know which solution is best. So…why Volusion?

Volusion started in 1999 out of the bedroom of CEO, Kevin Sproles. Since then, we have grown at a breakneck pace to dominate the current marketplace. We currently power over 20,000 successful online businesses, ranging from SMB to Enterprise-level companies.

All merchants should be aware of the four components to look for in any ecommerce solution:

1. Functionality and Features - Volusion is constantly enhancing our platform to en-sure our merchants’ success. Volusion was the first company to introduce the One Page Checkout and has recently launched applications like the Social Store Builder, Mobile Commerce and Fraud Score.Social Store Builder http://support.volusion.com/search/find/Social%20Store%20Builder

Mobile Score http://support.volusion.com/search/find/mCommerce

Fraud Score http://www.volusion.com/merchant-account/credit-card-fraud-protection.asp

2. Security - Volusion is a Level 1 PCI certified platform. From a security standpoint, using a cart that isn’t PCI certified greatly increases the risk of breaching your custom-ers’ sensitive information. Volusion has taken all precautionary measures to remain up to date with changes that are made in the credit card industry.PCI Certified http://www.volusion.com/benefits_of_pci_compliance.asp

3. Scalability - Volusion customers range anywhere from small business all the way to Enterprise level customers such as Michigan State, New York Times, Disney, etc. Because we’re so scalable, we can accommodate your needs as your business starts to grow. Our solution is one that you can grow with, instead of the other way around.

4. Out of this World™ support - Volusion is one of the only companies that offers 24x7x365 FREE Out of This World support. In addition, our higher plans come with a dedicated Onboarding Coach and Account Manager to help you through the process of getting your site up running as quickly as you would like.

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Referral Partner Marketing CollateralTo help ensure your success, we’re providing marketing collateral to help promote your business and relationship with Volusion. This includes:

• Partner Seals• Banners• Case Studies• Resources• Volusion Logos• Marketing Blurbs• Monthly Newsletters• Updates on new features and versions

Please visit us at: http://www.volusion.com/partners/mediacenter

The material in this handbook and link is intended for Volusion Partner use only. Any distribution of this material is considered a breach of contract and can result in immedi-ate termination.

*Collaborative marketing can be supplied upon request.

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Customer Resource CenterBelow is a comprehensive list of common tools and features available to you or your clients. Once the store has been purchased, we encourage you and your customers to use all the resources we offer to build out the content of the site:

• Training Videos http://support.volusion.com/all/videos

• Knowledge Base http://support.volusion.com/all/articles

• 24/7 FREE LIVE support http://support.volusion.com/content/contact-us

Common Feature Resources• Categories• Product Setup• Adding your Logo• Advanced Design • Import/Export• Site Content • Shipping • Tax• SEO• Webmail

You can manage your accounts with us via your “My Volusion” account.

Technical Support and Customer Care: (800)646-3517 option 1Sales: (800)646-3517 option 2Billing Inquires- Please create a ticket in your “My Volusion” account for billingVolusion Merchant Services: (800)646-3517 option 3

http://support.volusion.com/article/categories

http://support.volusion.com/article/products

http://support.volusion.com/article/my-logos

http://support.volusion.com/article/file-editor

http://support.volusion.com/article/import-export

http://support.volusion.com/article/site-content

http://support.volusion.com/article/shipping

http://support.volusion.com/article/tax

http://support.volusion.com/article/seohttp://support.volusion.com/search/find/webmail

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Live ChecklistBefore your customer can launch their site, there are certain aspects of the site that need to be taken care of. Here is a recommended list of items that you can share with your customer to make sure they are ready to go live:

Design has been established• Free Template http://www.volusion.com/ecommerce-web-design-templates.asp

• Premium Template http://ecommerce-templates.volusion.com

• Custom Design http://www.volusion.com/custom-web-design-pricing.asp• Your Design

Product Setup http://support.volusion.com/article/products

Category Setuphttp://support.volusion.com/article/categories

Information Pages http://support.volusion.com/search/find/Site%20content

Shipping http://support.volusion.com/article/shipping

Taxes http://support.volusion.com/article/tax

Search Engine Optimizationhttp://support.volusion.com/search/find/SEO

Payment Processing http://www.volusion.com/merchant-account/credit-card-processing.asp

DNS Change http://support.volusion.com/article/dns-domain-name-system

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Referral Partner FAQs1. How do I get paid for stores I refer to Volusion?Once the store has been active for 60 days, you’ll receive monthly checks with your commissions.

You will also receive a confirmation email with a breakdown of your commission.

2. Do I get paid for stores that have been put in hibernation mode?No, a store must be active in order to receive commission

3. As a Referral Partner, do I receive commission on other services that Volusion offers?Currently, commissions are only paid out for hosting packages, not for other services offered by

Volusion

4. How do I relay special instructions about a client I am sending over?The lead registration form will have an area to notate special instructions and/or services you will

be providing the customer.

5. As a Referral Partner, do I have to support my clients?No, since a customer you refer is our end customer, they are free to use all the resources, tools and

support we offer.

6. Who do I contact for questions about my Referral account?Please do not hesitate to contact the Business Development Department directly or you can email

agency@volusion.com

7. Can I make any changes to my customer’s plan or cancel their site?No, since the customer you referred is our end customer, they must be the one to make any

changes to their plan (upgrading or downgrading) or cancelling their site.

8. If my customer cancels their store, will it stay in your server, in case we decide to come back and activate the site?No, once you cancel a site, it goes into a process of permanent deletion. If you are in a situation

such as this, we recommend that the customer put the site in hibernation. This would keep the

inactive site on our servers for $10/month.

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9. Can my customer attach a Volusion store to an existing website? Yes, you can attach a store by using a subdomain such as store.yourdomain.com.

10. Can I make the store look like the website so that the customer doesn’t know that they have moved servers? Yes, if you redesign the template of your Volusion store to look like your website, the transition is

seamless.

11. Can my customer have informational pages as well as product pages on the site? Yes, Volusion can be used for both product and non product pages. You are given unlimited

informational pages for your site.

12. Does my customer have to use a merchant account to process payments? No. While we recommend having a merchant account on a site for ease of use for both the

customer and the merchant, it is not required. You can use PayPal® or Google Checkout® as your

sole methods of payment.

13. How will my customer receive order notification? When orders are placed, you’re notified via email.

14. Can my customer incorporate a blog on the site? Yes, you can incorporate any blog to your site. To do so, simply attach your blog through a

subdomain such as blog.yourdomain.com

15. Does my customer receive email accounts with the package? Yes, you receive an allotted amount of email addresses depending on the hosting package you

choose. Additional email accounts can be purchased.

16. Are newsletters built in? Yes, our system has a newsletter function built in. Additional newsletters can be purchased as well.

17. Can my customer use a drop shipper to fulfill orders? Yes, there is an auto-drop ship feature built in. It’s on a per-product basis, so you can have multiple

drop shippers. It will notify the drop shipper via email or fax once the order has been processed.

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18. How does my customer get paid through a merchant account? If you’re using a merchant account to process orders, you’ll receive your funds in the checking

account you’ve designated.

19. How do I set up Shipping Rates? First, set up an account with the carrier/carriers that you want to use. Once you plug that

information into the site, you can generate live rates. We currently have live integrations with

FedEx®, UPS®, USPS®, Canada Post, and Australia Post.

20. Will the system calculate postage as well? No, the system will generate live rates for your customers, but will not calculate what you owe the

shipping carrier. We recommend using a program like Endicia® to track that. 21. Will the system generate live tax rates? No. Since tax laws are dependent on where you reside, we can’t pre-populate taxes into the

platform. We recommend that you contact your county tax office to find out what your state/

province/country mandates for taxation in regards to online businesses.

22. If my customer already has a domain registered, can they use that with their Volusion store? Yes, if your domain is registered somewhere besides Volusion, you’ll simply change the DNS setting

of your domain so that it points to our servers. We will provide the server information in the

Welcome email we send. A DNS change should only be done once the site is completely ready to go

live.

23. If my customer have registered my domain name elsewhere, will it instantly go live once they change the DNS? It depends on the domain registrar. Some registrars take longer than other. On average, it takes 24-

72 hours to propagate.

24. Does your software work with a MAC? Yes, we recommend that you download Mozilla Firefox for optimal performance.

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25. If my customer has a current site that they would like to move to Volusion, what is the easiest way to do that? The majority of data (products, customers, etc.) can be imported through a CSV file. The photos

can be mass uploaded via FTP.

26. Does the site support multiple administrators? Yes, you can assign multiple administrators with different levels access.

27. What type of servers do you use? Windows SQL/2005

28. Can reports be run on the site? Yes, the reporting tools are already built into the platform. There are numerous levels of reports

that you can run on the site as well as the abilityto track lead generation from other campaigns

such as PPC advertisements. The system will also allow you to run custom reports and supports

SQL queries if needed.

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GlossaryAbove the Fold – the portion of the Web Page visible once the page is loaded and without scrolling, normally located at the very top section of a page; a key location on a website for advertisements and banner ad placement.

Affiliate Program – automated marketing program that allows you to pay others for referring traffic and sales to your website. Other websites place your banner ads or buttons on their site, receiving a referral fee in return when customers make a purchase on your site due to that affiliate link.

API - the API (Application Programming Interface) allows one system to communicate with a 3rd party platform. Our API uses XML script to integrate with a 3rd party. Please refer to XML in the glossary.

Bandwidth – the amount of data that can be transmitted through an Internet connection in a fixed amount of time, or the rate at which the information can be passed (the connection speed).

Banner Ad – a small, interactive ad placed on a web page acting as a hyperlink to an advertiser’s website or another internal page within the same website; typically rectangular in shape and located above, below or on the side of the website’s main content.

Brick and Mortar – a business that contains an existing physical store, not online.

Browser – a software program used to display web pages; needed in order to access the Internet.

Color Swatch – a representative portion of the color of a product; a smaller strip cut from a larger piece of material.

CRM – (Customer Relationship Management) – all aspects of interaction a business has with its customer, whether sales or service related.

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Data Export – the ability of one application to format data for another application; when the sending application reformats the data for the receiving.

Data Import – the ability of an application to read and use data produced by a different application; when the receiving application does the reformatting.

Domain Name – a name that distinguishes your business from others on the Internet, allows Internet users to find your web site quickly and easily. (ex. www.yourbusinessname.com, .net, .biz)

Drop Shipping – the shipping of a product directly from the manufacturer to the customer. The retailer does not carry inventory, making their profit on the difference between the wholesale and retail price.

E-Commerce – one entity paying for goods or services from another entity via the internet, taking place either between two businesses or between a business and a customer.

EDI (API) – Electronic Data Interchange – the transfer of data between difference companies using networks, such the Internet, increasingly becoming an easy mechanism for companies to buy, sell, and trade information.

E-Mail Marketing – a form of direct marketing using electronic mail as a means of communicating commercial, informational, or fundraising messages to a large audience.

Flash – graphics animation computer software.

FTP – File Transfer Protocol – a commonly used method for sending files between two computers or a computer and a server over the internet.

Hard Disk Storage – the amount of space available on your website to store files, such as images, HTML, ASP files, etc.

Hit – the retrieval of a web object, such as a page or a graphic, from a Web server. Number of times a page or item is viewed.

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Home Page – the main page of a Web site, usually the first page customers see. (see Landing Page)

Hosting – provides storage of the user’s information, images, video or any content accessible via the Internet, on the hosting provider’s server.

HTML – Hypertext Markup Language – the language of the web, a set of tags used to define the content, layout and the formatting of the web document; web browsers use HTML tags to define how to display the text.

Hyperlink – an element in an electronic document that links to another place in that same document, or to an entirely different document.

Keyword – a word or phrase used by a search engine to seek out relevant web information. (see Search Engine)

Landing Page – an initial page before entering the full website; usually depicting a logo or flash element. (see Home Page)

Live Chat – a Web service allowing businesses to communicate, or chat, in real time with visitors of their Web site, providing immediate customer support and information to online clients and customers.

Logo – an image designed for easy and specific recognition of a company.

Merchant Account – allows a business to accept credit cards, debit cards, gift cards and other forms of electronic payment via the web.

Metatags – a special HTML tag that provides information about a Web page, used by search engines when building their indexes. (see Search Engine)

Newsletter – an informative letter mailed to subscribers.

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Opt – In E-mails – promotional e-mails sent only to people who specifically request them, opposite of SPAM promotional e-mails which are sent to a large list of recipients without regard to whether or not they actually want that information.

Page Hits – the exact number of times a website has been visited. (see Hits) Pay Per Click (PPC) – a search engine marketing model in which an advertiser pays a fee to a search engine for each “click” of their sponsored ad; typically on the right side or upper area of a search engine results page.

Page Rank (PR) – is a link analysis algorithm that assigns a numerical weighting to each element of a website with the purpose of “measuring” its relative importance within the set.

Point Of Sale (POS) – payment system that allows you to quickly sell products to customers who are physically in your store.

Purchase Order (PO) – a commercial document issued by a buyer to a seller, indicating the products, quantities and agreed prices for products or services that the seller will provide to the buyer.

ROI Tracking – tracks the Return On Investment for advertising and marketing efforts, shows how customers are getting to ones site via the internet.

Search Engine – computer program used to search and catalog (index) the millions of pages of available information on the web.

SEM – Search Engine Marketing – is an all encompassing form of internet marketing that seeks to promote websites by increasing their visibility in search engines either by page rank or my pay per click advertising.

SEO – Search Engine Optimization – a series of methods aimed at increasing the amount of visitors to a web site by increasing the site’s ranking in the search results of a search engine.

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Shopping Cart – the virtual cart in an online store; a user can put items in the “basket” or take them out and then proceed to checkout when ready to purchase; shopping carts can be sold as independent pieces of software or offered as part of an all-in-one service.

Subdomain – a domain that is part of a larger domain name. (ex. shop.yourbusiness.com)

SSL Certificate – Secure Sockets Layer – provides secure communications on the Internet, ensuring that private credit card information sent via the web is safe and encrypted.

Template – surrounds each page, standardizing and constraining the page’s common elements; provides support for the navigation of a site and remains constant throughout the site as you browse through the store.

Traffic – the amount of activity over a communication system during a given period of time; the measurement of the amount of visitors to a website.

URL – Uniform Resource Locator – an Internet address, usually consisting of the access protocol (http)

Web Analytics – the study of the impact of a website on its users. (ex. How many people visited a site, how they got there, what they searched for, etc.)

Wish List – a list of products one plans to purchase at a later time.

XML – Extensible Markup Language – allows programmers to create their own customization tags, enabling the definition, transmission, validation, and interpretation of data between applications and between organizations.