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for information our IBAN GB53NWBK 600939 78549841 SWIFT/BIC NWBGB2L.

Hi Ravis Elaine is moving some of the questions we receive through our ticket system onto the forum, where she thinks the subject matter may be of interest to others. That it why it shows Warehouse staff both raising and answering the question. Accounts

Hi We do have other customers in Ireland that we ship to, some on a regular occasion, so I do not think it is the lack of post codes that will be causing the problem. Your refund will be completed at our end later today, and your on line order will show when we have completed it. Hope everything runs smoothly on the next one Anne

Hi Joe, The automated checking system we use warns us when details submitted do not match the details that the bank/card issuer hold for you. With fraud on the increase, we then look at the order to see what the system is highlighting. If you think it could be the way you have filled in your address details, then I think the best way forward will be for us to cancel down and refund your card, and then you will be able to complete another order, filling in the details as held by your bank. Hope this solves the problem and your order should then be straightforward and into dispatch. Regards Accounts Team

Hi Magnus The detectors are pet tolerant not pet proof, and cats are very mobile, not just staying on the floor, but on the backs of chairs etc., so some false alarms may be caused. However at this time of year a lot of false alarms are caused by Christmas decorations, hopefully this will give you some ideas to work with. Happy New Year Anne

Thank you for your response, your order is being processed, any subsequent deliveries can be made to alternative addresses, if you wish. Anne

Hi James This shows as your first order with us, and the web site does say that as an anti fraud measure, 1st orders must be delivered to the billing address. We notified you in just over an hour from receiving your order that we had stalled it and said ' please use our on line help to advise how you wish to proceed.' and when you check your order on line you will also see these comments added. We are waiting to hear if you want a refund or will take delivery of this first order at the billing address. We feel we have to do this as the checks are made against the details that the bank hold for the card holder. If we make the first delivery to any other address, we have no way of knowing that it isn't a fraudulent purchase. We wait to hear how you want to proceed. ( the help is in the support forum, when you go in a ticket can be raised for us to action) Again sorry for the inconvenience, but we do try to be ever vigilant against fraudsters out there

Hi Chris Glad you got the brackets, sorry they were the wrong ones!!!!!!!!!!!!!!!! I will get on to Texecom first thing in the morning. I explained to Texecom which PIR's you had and I incorrectly believed they had sent us brackets to suit, their product after all. Sorry for the mess up, I will get it sorted Anne

Hi Chris Yesterday I contacted Texecom to inform them that they hadn't sent you the brackets as they had promised, I also again asked them to amend the web site. I understand that we sent your brackets from here yesterday, so the carrier should have delivered them to you by now. We needed the ticket raised as you had changed address, and we don't all have access to members details. All we had was your delivery address on the order when the brackets were not in the boxes. All should be sorted now, sorry for the delay, Texecom sent us brackets in case it happened again, and we believed they had sent you some. Accounts Team

Hi Robert Your account here was showing funds reversed, your refund has now been confirmed and your money should be back in your account shortly. I hope that with all the posts on this subject that awareness of the fact that we ship to confirmed accounts and where possible for paypal to verify addresses, verified addresses, has been highlighted, here and on the web site, so that others do not get this inconvenience. Sorry for the delay with your refund, but be assured, if we do not ship the goods for what ever reason, Security Warehouse will always ensure that your funds are returned. Again sorry for the delay in your refund Best wishes Anne

Sorry I got your name wrong Robert, I did check your order number but I will get the Paypal dept to look into it . The details that are submitted to Paypal are submitted automatically from your input. Anne

Hi Roger Regretfully there is nothing that we can do when an unverified Paypal account that is used to pay for an order, to change that fact. We do advise on the web site as orders are being placed that we ship to confirmed and verified paypal accounts, and there is nothing we can do to prevent an order being processed using such an account. When we receive the order Paypal advise us of the account status, we then ask you to advise us of your wishes. We will stall the order until your address is confirmed or refund your money. Obviously waiting for Paypal to confirm an address causes a delay, and then when you advise us that this is completed, there is then a delay while we get that confirmed. Paypal have these measures in place to protect their clients, and we use the information they supply to continue this protection. The order that you processed has been cancelled and the funds were returned to your Paypal account on 16th November. We regret the inconvenience caused to genuine customers, but we have to stay vigilant as internet fraud is a growing risk.

Hi Sorry the powermax does not have the compatible outputs needed, so you would not be able to fit the Optex VX042R detectors in this instance Anne

Hi Chris, Thanks for the information, I will get your address details to Texecom and you should have your brackets shortly. Any problems let us know. Anne

Hi I went on line an checked the data sheet for your PIR's and it does say that brackets are included. I have today spoken to Texecom who inform me that the brackets were taken out about a month ago, and they will update the data sheet and web site. The brackets are available at no additional charge, so if you let me have your order number, so I can find your address details, I will get Texecom to send you 5 of the brackets. Sorry for the inconvenience caused, but hopefully with the details being changed to cover this removal of brackets, this problem will not occur in future for your self or others. Best wishes Secware Accounts

Hi Chris I'm afraid that most PIR's and DT's come boxed without brackets, I'm not sure whether it is more cost effective for the manufacturers, or whether it is an environmental thing. Brackets seem to be used in isolated circumstances, or perhaps when there is a problem with siting. So the brackets generally get binned, wasting money and energy in production. So as you say, usually they are available if and when the need arises, you may buy 6 PIR's but only need one or two brackets. Obviously the previous purchase they were included, I believe the Honeywell Activ 8 also comes with a bracket. Sorry some do, most don't Best wishes Accounts Team

Regretfully we at Security Warehouse do not have such a manual, I expect you have tried 'googling', but perhaps there is someone out there with just what you are looking for Sorry can't be of any help SecWare Team

You are right the Bosch units are for internal intruder alarms, you will have to have a look at the GJD or Voltek sensors for external use Regards Anne

Hi Sorry you have encountered problems with activating your account. The link should be OK when it has been generated by the web site itself. However we will get our teccie staff to check it out for you next week Anne

This topic has been moved to Website Issues. [iurl]http://www.securitywarehouse.co.uk/forums/index.php?topic=456.0[/iurl]

Hi llaregub, Thank you for contacting us, our web site does state at various stages that a paypal account needs to be verified and confirmed, and we can not stop you from continuing with the order when you use Paypal. So your payment is still sent after reading the anti fraud measures that we take. Yes we are aware that some addresses outside of the US and UK can not be confirmed, but your account with Paypal is also unverified, and as paypal state if we ship we 'are liable for any buyer-initiated disputes' If you are not verified with Paypal and as you are outside of the UK, your address is also unconfirmed how are we (Security Warehouse) to know who is using your account. We have to have procedures in place to cover the situation if unverified and unconfirmed Paypal accounts are used, even after the requests we put in place, asking that these Paypal accounts are not used. We sent you a email advising that your order was stalled because of the status of your Paypal account, one of our team advised me today that you had stated in a ticket, that your address was confirmed now, I queried this because of your country of residence and the information you have found on Paypal's web site, explains this to you. We need to know if you want to verify your account with Paypal or you want to have a refund, as we say numerous times on the web site a PAYPAL account must be verified (and where possible) the address confirmed. Let us know what you want to do, we will ship to a verified account, and will of course refund if you want to cancel the order. Regards Anne SW accounts

Hi Gary, Problems regretfully do arise on some orders, not always at the fault of Security Warehouse, and we do try our best to sort them as quickly as possible, not always on the forum. We do use a ticket system that is private, as we appreciate not all problems need to be in the public domain, and as Elaine says you can ask for a call back . We use the ticket system or the forum, so that anyone replying to you can see what has been done/said/requested in earlier contacts, and this is not possible via email. I am glad that your refund is showing in your account, but once we have processed it, we have to wait for Paypal or the card companies to react. Hopefully you will feel willing to try us again, but in these days fraudsters are very active and we do try to be vigilant, and regretfully sometimes we may get it wrong and stop a genuine customer. Regards Anne

Hi Gary Yes your account is verified but Paypal advise us that your address is unconfirmed, and as the web site states,we ship to confirmed and verified Paypal account holders. This is to protect both Paypal account holders and ourselves from fraudulent transactions. If the address is not confirmed by Paypal we have no surety that the account holder, the payee, has actually ordered the goods as the delivery address could be anyones. Our email to you, explained that this was an anti fraud measure, and that Paypal had told us your address was unconfirmed and we asked that you advise us of your wishes, asking do you want a refund or will you be confirming your address with Paypal? From your post it would seem that you want a refund so I will cancel the order and raise a ticket for our Paypal section to refund your Paypal account. I hope that this clears up the matter, and that you understand that we do have to be ever watchful for fraudsters trying to purchase goods at other peoples expense. Regards Anne Security Warehouse accounts

Hi I have contacted the manufacturers to see what information is available for you, will post a reply as soon as we have anything to help you A

Hi If you raise this enquiry as a ticket, some one in our team will look into it for you Regards