Bookstore Help

Please contact KI USA if the information you seek is not here, and we will include it.

This page will provide you with a "how to" explanation of our shopping cart software, as well as troubleshooting and reporting problems with our website.

If you ever have problems with the website or shopping cart, or you do not find help for your question here, we would like to know about it. Please contact KI USA via e-mail, or call our office at 206 286-1617 and leave a message.

Contents of this page include:

How to Report a Problem with the Website or Shopping Cart

1) Locate the URL of the problem webpage.

Whenever you report a problem to KI USA, it is important that we have the exact URL of the page where the problem occurred. The URL is the address of the webpage, and it is usually located ABOVE the webpage you are on.

For example, look directly above the top of THIS webpage, right now, and you should see a long white box with this URL address: http://www.kappelerinstitute.org/help.html. This box is where you will always find the URL of the webpage you are on.

2) Copy the URL of the problem webpage.

To copy the webpage URL, highlight the entire text with your cursor, then press the key CTRL and C at the same time (this is for PCs, Mac users have a slightly different key set). Or, you can go to Edit, then Copy (using your Command bar or Toolbar). This should "copy" the URL to your clipboard.

3) E-mail the URL to KI USA, along with an explanation of what happened or what is wrong.

Open your e-mail program and create a new e-mail message. Paste the URL into the text area, along with an explanation of your problem. You can send the e-mail to our e-mail address, or use our online Comment/Request Form.

4) Explain your problem as thoroughly as possible.

In the e-mail, explain the problem you encountered. What did you do, and what happened? Did you notice anything unusual? Has this happened every time, or just this one time? The more information we have, the easier it will be to locate and correct the problem.

5) Include a phone number and times you can be reached.

We might want to call you to find out more information, or answer your questions.

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Browser Trouble

Problem Browsers:

  1. Mac Internet Explorer
  2. Opera
Currently, our website does not "look" as designed with these browsers. There are conflicts between these internet browsers and the software that runs our website and Bookstore/shopping cart. We have improved the function of our site with these browsers to the best of our ability. This is as good as it will get until there is either an upgrade in our website software or changes made in the internet browsers.

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Known Problems/Frequent Complaints:

1) Credit card information is required to order complimentary materials.

Credit card information is required during checkout, even if you are ordering only complimentary items (such as Introductory Packets). The shopping cart software will not allow you to complete your order without entering a valid credit card and expiration date. Your credit card will not be charged for complimentary items.

You can avoid entering your credit card information by ordering Introductory Packets using our Comment/Request Form.

2) Books and recordings in Bookstore not alphabetized

The software running our Bookstore program currently contains a glitch, and does not alphabetize the titles of books or tape codes properly. The company that makes the software knows about this problem, and it will be resolved once a software "fix" is available.

In the meantime, you can use the Sorted Lists on the Catalog page to locate books listed alphabetically by title. You may also use the Search feature, located in the Bookstore webpages (top horizontal navigation bar).

3) International Addresses

The shopping cart software does not allow much flexibility for those entering foreign addresses. Sometimes, when entering a foreign address, a state will be inserted in the State/Province field, and you will be unable to select a "Not Applicable" option.

If this happens to you, just ignore the added State/Province, and complete your address in the other fields. When we receive your order we can correct the error. If you want to be assured that your mailing label is accurate, please send us a short note in the Comments box during checkout. If we have any questions, we will contact you by e-mail.

4) Ship to Multiple Addresses

This option activates only after you have ordered at least 3 items, and we have discovered that shipping and handling fees are frequently not calculated properly.

In the event that the fees are improperly calculated, KI USA will contact you with the correct total prior to shipping your order. If you wish to order only one item for yourself and one for another person, creating separate orders is the most reliable option.

For more information on this feature, see Ship to Multiple Addresses in the Placing an Order in the Bookstore section below.

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Finding the Items You are Looking For

Kappeler's Works

  • If you are looking for a specific item and know the Tape Code or a word from the title or text, use the Search feature inside the Bookstore (located in both the top orange navigation bar on the Bookstore webpages, and in the bottom orange navigation bar on every webpage). If you know the year, place, subject, or author of a book or recording, you can use the Sorted Lists on the Catalog webpage.


  • If you want to browse, go to the Bookstore webpage and select a category to browse (audiotapes, audiobooks, books, etc.). Or, go to the Catalog webpage and browse the KI USA Catalog or Sorted Lists. The Sorted Lists are very helpful if you know, for instance, the year or city of the recording you are seeking, but not the title or tape code.

Forms, Webpages

  • Site Map. The link for the Site Map is located on the bottom horizontal (orange) navigation bar of every webpage. It will help you find the items you are looking for within the website. The Site Map is especially helpful when you want to find a specific form or document.

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Placing an Order in the Bookstore

Selecting Items from the Bookstore

Browsing the Materials

Kappeler's works have been organized within the Bookstore by product type: Book, Audiobook, Audiotape, CD, VHS videotape, Newsletter, or Complimentary items. Select the category you are interested in to see what is available. These items should be arranged in alphabetical order* by title (book) or tape code (recordings). *Please note that the software is currently not alphabetizing properly.

Another way to browse this material is to go to the Catalog webpage and browse the Sorted Lists. This will show you the formats each item is available in (for example, whether the recording is available on CD or VHS).

Getting More Information about a Book or Recording

If you would like more information on a particular item, you can get to the Product Detail page by clicking on 1) the graphic, 2) the title, or 3) the More Information link. The Product Detail pages provide you with a detailed synopsis, table of contents, and an excerpt (books only) of each item.

You can also Search for a specific item by selecting the Search link (located on the bottom orange navigation bar).

Ordering Materials

Add to Cart
Order a book or recording by selecting Add to Cart. This will take you to your shopping cart. You can click "back" to continue shopping, or click on other webpages. When you are ready to check out, go to the Bookstore webpage, and the Checkout link will appear in the top banner on the far right.

Add to Wish List
If you want to save an item to consider or order later, save it to your Wish List. Placing items in your Wish List makes it easy to locate them later. The Wish List can be kept indefinitely, and items can easily be removed if you decide later that you don't want to order them.

The Wish List link does not appear until you have Signed In. The Sign In link is in the top orange navigation bar on the Bookstore webpage. Once you have signed in, the link to your Wish List will appear in the same navigation bar.

The Checkout Process

The software for the checkout process is similar to most online stores. The Checkout Process begins when you click the Proceed to Checkout button and have an item in the shopping cart.

Sign In

You can Sign In to your account at any time, or create an account without ordering. To sign in, go to the Bookstore page, and click the Sign In link on the top navigation bar. If you order something without signing in, you will be prompted to sign in during checkout.

When you sign in for the first time, you will be asked to provide basic information to Create A New Account. During future visits, you will need only to give your e-mail address and your password.

NOTE: This software lets you have multiple accounts per e-mail address (you may have different accounts and passwords linked to the same e-mail address). This could potentially cause your password to be disclosed to other users of your e-mail address (see Forgot Your Password below).

Forgot Your Password

If you forget your password, just click the Forgot Your Password? button, and your password will immediately be e-mailed to you.

NOTE: If you have multiple accounts on the same e-mail address, the password for the first account entered into the system will be sent. If this is NOT your password, please contact KI USA via phone or e-mail.

Addresses

Shipping and billing addresses are needed to complete your order. You will be prompted to provide these addresses prior to completing Checkout.

You will need to give a "name" to each of your addresses in order to identify them. For example: Home, Work, PO Box, Bob, Sally, etc. Please choose a nickname for each address that will make sense to you.

We recommend that you add all addresses to your account that you might ship to in the future (home, office, vacation home, friends or relatives you might send gifts to). If you add these addresses before you need them, it will make checkout easier and help avoid potential checkout problems in the future. See Manage Account Information below.

Manage Account Information

To manage your account information—add addresses, change your e-mail address or passwords, access your Wish List, or see your order history—go to the Bookstore page and clicking on Sign In (top navigation bar). Your account management options will appear.

We recommend that you add as many shipping or billing addresses as you might need (especially potential gift addresses). This will eliminate potential problems or confusion during the checkout process.

NOTE: Our software will never save your credit card information on our system. You will need to enter a credit card each time you check out.

Ship to Multiple Addresses

If you want to purchase items for yourself and for someone else, click this option. The Ship to Multiple Addresses option will only appear if there are 3 items or more in your shopping cart.

During the Checkout Process, you will be prompted to select the shipping addresses for each item out of your address book. If you need to add a NEW address, click the Manage Addresses button at the top right of the screen.

NOTE: The Ship to Multiple Addresses function does not always calculate the shipping and handling fees correctly. If the total on the invoice you receive online is incorrect, KI USA will contact you via e-mail with the actual costs prior to shipping your order.

Coupons

There is no need to enter a coupon code in order to complete an order. If you get a "coupon required" error message, make sure you are clicking the Proceed to Checkout button (bottom right), rather than the Apply button.

Wish List

If, at any time, you cannot complete the Checkout Process, we recommend that you use the Move to Wish List button to save your items in your cart. Exiting the shopping cart before checkout is complete will result in "emptying" your cart.

The Wish List is a great place to store items you might consider purchasing at a later date. If you run across an item you are interested in, save it to your Wish List. You can easily remove these items if you change your mind.

Credit Cards

Valid credit card information (VISA or MasterCard) must be entered to complete ANY order online, even orders for complimentary items or mp3 downloads.

KI USA does all our credit card processing in our office (not online), allowing us to ignore inappropriate fees or correct billing errors prior to charging your credit card. See Fees and Fee Corrections below for more information.

Fees

In addition to the price of the items you order, you might see the following fees on the final invoice:

  • Handling Fee. There is a $2 Handling Fee on each order, per shipping address. This fee is to help cover the costs of packaging and preparation. Handling fees can be changed (increased or decreased) when the packaging is much smaller or larger than average (we will normally add or subtract $1). Handling fees are waived for new students ordering Introductory Packets.


  • Shipping. KI USA will charge actual shipping costs to customers. For domestic orders, the default option is US Postal Service Media Mail (you may also select priority mail from the drop down menu). The shipping costs will be accurate, or usually within a dollar of the shipping price given (additional weight for packaging can change the charges). For foreign orders, the shipping fees listed on your online invoice are "default" and can vary greatly, depending on weight and country. Shipping costs will be calculated at the time of shipping.


  • Fee Corrections. There are known quirks in our shopping cart software that can result in inaccurate fees and charges. KI USA reserves the right to make appropriate fee changes to any online order it receives. We will review all orders that come into our office and correct any billing errors PRIOR TO charging your credit card. If a change is made, you will be informed of the change via e-mail, and we will await a reply prior to shipping your order.

    Sign Out

    It is not necessary to sign out of your account, but it is recommended. Sign Out appears in the top orange navigation bar on the Bookstore page once you have Signed In.

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    Foreign Orders

    International Shipping

    On international orders, you will be charged for the actual shipping fees. KI USA will inform you via e-mail, prior to shipping your order, how much shipping will cost. We will not ship your order until you have OK'd the shipping charges.


    International Addresses

    The shopping cart software can be troublesome for those entering foreign addresses. Occasionally, a state will be inserted in the State/Province field, and you will be unable to select a "Not Applicable" option.

    Do not worry about the addition of a State or Province to your address. When we receive your order we can correct the error. If you want to assure that your mailing label is accurate, please send us a short note in the Comments box during checkout regarding the address error.

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    Troubleshooting

    Shipping or Handling Fee Incorrect or not Displayed

    If you make it all the way through Checkout (you are at the screen where you put in your credit card number) and still you see no Shipping or Handling charges, it might indicate that the shipping zip code is incorrect. Check the zip code, and if it is incorrect, click on the Edit button to make corrections. If you can see nothing wrong with your order, just continue, and KI USA will calculate the correct shipping and handling charges. We will inform you via e-mail of the total prior to shipping your order.

    The shipping and handling charges can be miscalculated, especially when you select Ship to Multiple Addresses. KI USA will review the shipping and handling fees on every order. If there are any changes to your order total, we will contact you with the correct costs prior to shipping your order.

    For more information, see Fees and Fee Corrections in the Placing an Order in the Bookstore section above.

    You Can't Find the Link to the Wish List

    The link to the Wish List will appear only after you are "signed in" AND have saved items in your Wish List. The software needs to know who you are in order to locate your Wish List.

    To Sign In, go to the Bookstore webpage, and look for the Sign In button in the top orange navigation bar. Once you have Signed In, you will be able to see the Wish List link in the same top navigation bar.


    Your Order Won't Go Through

    This is the most common issue, and the reasons for it can be varied.

    • Read the instructions in the gray box at the top of each of the Checkout pages. It contains information on how to complete the step of the checkout process on that page.


    • Look for an error message. Error messages should be in red or orange, and located near the top of the page. The error message alerts you to the issue that must be addressed in order for the order process to continue.


    • Did the error message say "There are no items in your cart"? This often happens when you take longer than a few minutes to check out. Even though YOU can see the items in your cart, the computer can't. The "fix" for this error message is to exit the checkout process, refill your cart with the items you wish to order, and check out again.


    • Make sure your credit card number and the expiration date are entered correctly. The software is designed to reject inaccurate credit card numbers.


    • Are you getting error messages, such as "Coupon required" and you cannot complete your order? Check to see that you are selecting the "Proceed to Checkout" button, located in the bottom right of the webpage.


    • You are experiencing none of the above, but can't make the shopping cart work? Try our "Universal Fix" below:

    Our "Universal Fix"

    1. Save your shopping cart to your "wish list" (if you can), and exit the website.

    2. Then, return to the website, click on Bookstore, then Sign In (in the orange, horizontal navigation bar at the top of the page).

    3. Try checking out from the Wish List.

    4. If this doesn't work, contact KI USA to place your order via e-mail or phone.

    5. To report the problem, see How to Report a Problem with the Website or Shopping Cart at the top of this page.

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