General FAQs
Frequently Asked Questions:
1. Account registration and verification process:
2. Order Limits:
3. Ordering:
- What forms of payments do you accept?
- My payment is not going through! What should I do?
- My order is getting flagged for “suspicion of fraud” but I’m not a fraudster! What gives?
4. Product delivery:
- How does my order get delivered to me?
- I’m trying to view my code but my order says “Pending.” What’s going on?
- Do you sell or ship Physical Cards?
5. Questions about my purchased product:
- I am trying to redeem my purchase but it says my redemption code is invalid?
- Do the codes you sell ever expire?
6. Refunds and Returns:
7. Security and Fraud Prevention
Answers:
1. Account registration and verification process:
How do I register on Scratch Monkeys?
We’ve done our best to make our registration process as easy and seamless as possible and are happy to sum it up in these simple steps:
- Click on "Sign Up" located on the top right corner of the page.
- Enter your First name, Last name, your email address, and password that you desire.
- Once you have clicked "Sign Up" at the bottom, ScratchMonkeys will send a confirmation email with instructions to activate your account.
- Verify your email then you'll be good to go to make purchases on our website!
Why do I have to verify my email address?
We ask that all new customers verify their email address for account security and fraud prevention.
2. Order Limits:
What are Order Limits and why do you have them?
We have two types Order Limits: Spending Limits and Quantity Limits.
- Spending Limits are placed on ALL newly created accounts for a probationary period. The Spending Limits are as follows: USD $500 per Day with a maximum of USD $1000 per Month. Once the probationary period ends, these limits are automatically lifted.
- Quantity Limits are placed on certain products we sell. These limits are reset at the end of every day (Pacific Time).
The reason why we have these limits is because while you’re getting to know and trust us, we’re also getting to know and trust you as well! So, we’ve implemented these Order Limits for your security and to also prevent payment fraud on Scratch Monkeys for our security.
May I be exempt from your probationary period?
Unfortunately, we cannot approve that request to be exempted from our probationary period.
3. Ordering:
What forms of payments do you accept?
We accept the following payment methods:
My payment is not going through! What should I do?
Please make sure you have entered the details of your Debit/Credit Card or PayPal account correctly.
- If your debit/credit card payment is not going through, please contact your bank and inform them on your issue. Sometimes they require a verbal verification to protect their customers against identity thefts.
- If you are using PayPal as payment, please make sure your Scratchmonkeys email is the same as your PayPal email. If your emails don't match your order will be rejected.
My order is getting flagged for “suspicion of fraud” but I’m not a fraudster! What gives?
If you’re not a fraudster and are running into this issue, please accept our sincere apology for the inconvenience caused.
- Our system uses a range of sophisticated fraud detection software and tools in order to keep the real fraudsters at bay – it’s a constant day to day battle with these people and these protective measures are necessary.
- The most common reason why your order may be getting flagged for fraud is because you might be using a VPN or a Proxy – you’ll need to disable this in order to purchase from us. Another reason might be because you are trying to make a purchase from an Open IP address (i.e. an internet café) that has been flagged as high risk due to a history fraudulent activity from that location.
If you’re still having trouble, please contact us at [email protected] and we will get this sorted out for you.
4. Product delivery:
How does my order get delivered to me?
Once an order is placed, the transaction passes our security checks, and payment has been processed and approved, your Digital Code is delivered instantly to your online ScratchMonkeys account.
Here are your instructions to view your purchased code/s.
- Once you have purchased the card/s that you wanted, you go onto your ScratchMonkeys account.
- My Account > My Orders
- From there you should be able to see your Order ID, the date you purchased your card/s, your Order Total, and how many Items are in your Order ID.
- On the right side of your most recent Order ID you will see a button that says "(# of items purchased) Unscratched".
- Click on the Unscratched button and it will lead you to the card/s itself.
- There will be another button next to your card saying "Click To Scratch"
- Once you have clicked, your code should be revealed.
If you are not able to retrieve or view your code within your ScratchMonkeys account, kindly contact [email protected] for additional assistance.
I’m trying to view my code but my order says “Pending.” What’s going on?
Orders that get flagged for suspicion of fraud can get placed into a “Pending” state and require manual approval. Kindly contact us and reference your Order Number so that we may assist you further.
Do you sell or ship Physical Cards?
We do not sell nor do we ship Physical Cards on ScratchMonkeys. All of the products we sell are in Digital form and they're delivered instantly to your ScratchMonkeys account.
5. Questions about my purchased product:
I am trying to redeem my purchase, but it says my redemption code is invalid?
There may be two reasons why your code is invalid:
- The code has been entered incorrectly. Please refer back to the Redemption Instructions of the Digital Code you've purchased, found on the products description, to redeem correctly.
- Code are region specific, please make sure that you are not using a card meant for one region with an account for a different region.
- For example, if your account is Canada Region and you've bought a US Region Digital Code, your code will not work on your Canada account because that US Region Digital Code will only work on US accounts.
If none of the above help, please contact us immediately and we will do our best to resolve the issue at the earliest.
Do the codes you sell ever expire?
Generally, most products we sell do not have expiration dates. However, since every brand is different, please refer to the specific brands terms and conditions found on their respective product description page.
6. Refunds and Returns:
RETURNS AND REFUNDS
Digital Gift Cards can only be viewed in the customer’s account online. Once a customer clicks on “Click to Scratch” or "Send as Gift" within their account, a product redemption code is instantly assigned/delivered to the customer and at that point no refunds will be issued. All sales and final and non-refundable. You release ScratchMonkeys.com, its vendors, its content providers (and each of their affiliates and subsidiaries, officers, directors, employees and agents) from any and all claims connected with a refund dispute. A customer is entitled to a refund/replacement only if the code is invalid/inactive and/or not redeemable (e.g. codes that are not activated due to a glitch).
Please contact us at [email protected] within 48 hours of the purchase to notify us if there are any issues apparent with the product that has been received. After this time period has lapsed no refunds/replacements will be issued.
In addition, customers and users are solely responsible for ensuring that the product they are purchasing is specific to their region and/or user account with a brand partner. No refund or replacement code(s) will be issued if a user erroneously purchases a product that is unusable due to this reason.
7. Security and Fraud Prevention
Why should I trust the service you are providing me?
We guarantee that all of our products are confirmed to be 100% authentic and official.
We also take security and fraud prevention very seriously and below are some of the security measures that we implement:
- Passwords have 2 level encryption
- No credit card/billing information is collected or stored by Scratch Monkeys
- Protection from phishing attacks
- Extended validation including domain and organization validation
- 2048-bit, highest assurance SSL Certificate with 99.99% Browser Recognition
- All payment processing is done in a secured payment gateway environment
In addition, Scratch Monkeys uses a number of propriety and third-party tools and services to distinguish the validity of user accounts and purchases.