FAQs
Frequently asked questions
Does the trial account automatically become chargeable after the trial period expires?
The test account expires automatically after 14 days. There are no costs. Please note that all data generated up to this point will be lost unless you place a binding order to use the software from the test account. In this case, you can continue working with the data already created.
What is the billing period?
Billing takes place monthly at the beginning of each month in advance, with a monthly term and a 14-day cancellation period to the end of the month. With a contract term of 12 months and a cancellation period of 1 month to the end of the year, billing takes place annually and for 12 months in advance.
How secure is my data?
Your data is backed up in accordance with the high security criteria for cloud services and made available to you. We only use German and certified data centres to operate our software. These are DIN ISO/IEC 27001 certified, IT security 27002 certified, DIN EN ISO 9001 certified, CLOUD services 27018 certified, data centre ECB S certified, awarded the German Data Centre Prize.
Where is my data stored?
Only data centres in Germany are used. Your data is subject to strict German data protection law.
Can I cancel my Reybex package at any time and what happens to my data then?
Depending on the type of contract, you can cancel the contract at any time (14 days to the end of the month in the case of a monthly term).
You can export your data from the application to an xls format. Data export in database format is also possible, but is subject to a one-off processing fee of €400.00. After the contract period + 3 months, your data will be irrevocably deleted.
Is it possible to receive a customised offer?
Can I host Reybex myself?
You can operate the software on-premise in your own data centre. Please direct your enquiry to our sales department: sales(at)reybex.com
Can I get an introduction to the software?
Who can help me with the setup, data import and form customisation?
How can I add and cancel licences?
Problems & quick solutions
Stocks in the marketplace/shop different than in Reybex
Have you entered a value in the maximum item stock field in the marketplace configuration OMP01 or OMP06?
Orders are not imported
- Is the marketplace/shop activated in OMP01 or OMP06
- Only import paid orders
- If the order is marked as paid in the marketplace/shop
- Have you installed a new plugin
- Have you updated your shop?
Article data or order data are not synchronised back
- Is the marketplace/shop set to read only in OMP01 or OMP06?
- Is your shop accessible or your marketplace still active
- Have you installed a new plugin
- Have you updated your shop?
Problems with e-mail dispatch
- If a workflow has been created for automatic e-mail dispatch (transaction EMW01)
- Has it been entered that the mail should only go to you or also to the customer?
- If the conditions have been entered correctly and the trigger has been set (active)
- If two conditions are set, only one may have a trigger, e.g. invoice and shipping label created
- Are there any other fonts in text modules that are not supported? Then automatic e-mails are also not sent
No attachments in the emails
- The sales document is not packed into the e-mail if the check mark has been set in the automatic e-mail workflow
- Documents Attachments from articles are only included in the e-mail if the checkbox is set in the article
- Other attachments such as terms and conditions must be attached directly in the email text template
Invoice cannot be printed
Invoice-XXXXXX: Account determination cannot find an account. SAL11 - Financial accounting takeover (sales)
Checking or extending account determination (transaction FIN04 – account determination)
Period not found. Define financial accounting periods. SAL11 - Transfer of financial accounting (sales)
Prices do not correspond to the sales prices (SAL05 - Sales documents)
Offer campaign active in the shop/marketplace?
Sales price defined for marketplace / customer group / variant?
No gross prices drawn in document item (SAL05 - Sales documents)
Customer creation with gross price made if necessary Check customer template and administration / setting in marketplace configuration / customer group
Incorrect or wrong e-mail text templates are used in e-mail dispatch
In the check tables->System settings->E-mail texts, e-mail texts can be stored which can then be used in sales. Enter the text by language and the e-mail address with which it should be sent.
