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Buyer FAQ
Shoppers` Frequently Asked Questions
"What is GEMM''s Mission?"
GEMM is a search engine. We do not have anything to do with the sellers or the items in their catalogs that you can find if you do a search on GEMM. Doing a search on GEMM and assuming GEMM somehow represents the sellers you can find on GEMM would be very similar to doing a search on Google or Yahoo and assuming that somehow Google or Yahoo is associated with the internet sites you can find when you use their search engines.
GEMM is an open marketplace.
We do provide two tools for customers so they can make a safe, informed purchasing decision.
One is the ratings. We dont rate sellers based only on customer feedback. We have customer feedback that you can view for each seller but we rate sellers based on the percentage of orders they respond to and fill coming to them from GEMM, how long it takes on the average to do so, and whether the customers indicated in their order tracking whether or not the items they received were in the condition advertised.
The other is the GEMM Green Shield. For orders of those items GEMM will safeguard your payment information, process your payment, forward the funds to the seller, and guarantee your payment.
Thus, we provide you a safe way to make an informed purchasing decision in an open marketplace setting where you can find the catalogs of many sellers on the internet, good and bad. If we find out sellers are ripping people off we''ll remove them from being searchable in our system but other than that it really is an open marketplace.
"How do I become a member?"
There`s no need to join or become a member; just start searching and place your order! Here`s how. :
"I am a seller in GEMM and I need help."
Contact seller@gemm.com.
"I want to sell something on GEMM."
"Please send me a catalog."
GEMM does not have a mail-order catalog. Our entire, searchable 30 million + item catalog is available online here.
"Can I phone or fax my order to you?"
Sorry, but GEMM no longer accepts phone or fax orders. Please place your order online.
"Do you accept international orders?"
Absolutely! Many of GEMM`s 20 Thousand + sellers are located outside the U.S. and most sellers will ship to anywhere in the world.
We are building a database of translated help pages that will eventually include Japanese, Spanish, French, Portuguese, Italian and German. The Spanish section is now available here.
GEMM now lets shoppers display prices in many currencies other than $US dollars. You`ll find the option at the top right of all search results or click here.
"I`m looking for a specific title or artist."
"How can I tell what the titles to the songs are on a CD?"
Sorry, we don`t offer this capability yet. Please contact the individual seller for that information.
"How can I find a seller`s contact information?"
Contact information is available by clicking the "Info" link to the right of each item. Or you can search for a seller using the search box at the top of each page. Choose "Seller name" or "Seller email", type in the seller name or email address, then click Go!
"I`m having a technical problem with the GEMM site or the shopping cart."
Contact support@gemm.com with the details of your problem.
"I`m having trouble placing my order."
"I haven`t received confirmation of my order by email."
"I can`t track my orders because the system says my email address is not in the database." "
"I`ve been waiting a long time and my order has still not been confirmed available."
"What is the status of my order(s)?"
"I want to cancel my order."
"I want to change my address, password or credit card information."
"My credit card failed or was declined."
"I want a refund."
I just received an item, but its status in the order tracking system is not "Shipped"
Some vendors don`t update item status in GEMM on a regular basis. This is particularly true of larger vendors who process your payments directly.
You should have received an e- mail directly from their order processing system.
Don`t worry, you won`t be billed/shipped for an additional copy of the item.
I already have received a copy of the item but am just now notified that it is shipped.
Some vendors don`t update item status in GEMM on a regular basis. They sometimes ship items several days before indicating that they are "shipped" in the GEMM order tracking system.
Don`t worry, you won`t be billed/shipped for an additional copy of the item.
"I have a complaint (or praise!) about a seller."
"How can I contact GEMM?"
How can I be sure that the shopping cart is secure?
You should see an image of a closed padlock on your browser. If you can`t find it, click the "GoDaddy" image on the bottom of any page in GEMM. It will verify whether the page you are viewing is indeed secure.
If you are having trouble viewing secure pages, click the link next to the GoDaddy image, Are you experiencing difficulties with secure pages?
I don`t understand some abbreviations used in the catalog.
Order forms don`t work
We`ve received reports of problems encountered while placing orders in GEMM with secure forms via AOL and other systems with "proxy servers".
Make sure you have a fairly recent version of your browser software (AOL 6.0 or better, Netscape 7.0 or better, IE 6.0 or better, Firefox 2.0 or better..)
We`d like to be notified if you have trouble. Please send a note to support@gemm.com along with a copy of any error message that you may have encountered.
Server down / general errors
We`ve made great improvements in GEMM system reliability, but it`s possible that you may still encounter some difficulties.
In general, try again later in the day. If you continue to have problems, please contact us at support@gemm.com
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