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| Buyer FAQ Shoppers` Frequently Asked Questions "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 17,000,000-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 5,000 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 "Thawte" image on the lower right-hand corner 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 Thawte 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 sytems with "proxy servers". Make sure you have a fairly recent version of your browser software (AOL 5.0 or better, Netscape 6.0 or better, IE 5.0 or better.) If you`re still having trouble, try the non-secure version of the order form (the button appears just below the regular secure order form button. If you`re worried about credit card security when using the non-secure form, phone in your CC number to the number given if you haven`t provided it to GEMM at an earlier date. 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

Document GMIN11064 Alias: 'SHOPFAQ' First created: 5/28/03 Last updated: 4/19/04 By: LARRY:OUTLINE

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