General FAQs

General FAQs

1. How do I create an account?

On the top right corner of the screen are the Log In and Register links. If you click Log In, you will see "Create an account" in the right column. Clicking there will take you to the same location as the Register link. (If your library already has a website account, your account administrator can add you to the system.) Please provide as much information as possible. The required fields have asterisks next to the field names.

 

2. How long does it take to create an account?

We aim to have your account live within two working days of your application. Please note that our office hours are 9:00-17:00 Monday to Friday. Our offices are closed on national and bank holidays, as well as between Christmas and New Year.

 

3. How do I create an account for a collegue in my organisation?

Only users who are Library Administrators can setup new users. - Login using your user credentials. - Click on the 'My Account' menu option which is located on the page header. - Click on the 'My Library' menu option. - Click on the 'Manage Users' menu option which directly below the heading 'You Library'. - Click on the button 'Add New User' to create a new user. - Complete the registration form and submit. - Edit and add the roles to a user by selecting the tick boxes which are adjacent to the users name.

 

4. How do I log in?

Click on Log In in the upper right of the screen. A username and password are required. Your username is your email address.

 

5. I forgot my password. What do I do?

Click on Log In in the upper right of the screen. Below the Log In button is a link for "Forgotten password." When you click on this, you will be asked to enter your email address. New password instructions will then be emailed to you.

 

6. How do I find the latest releases in audiobooks from Wavesound?

From the top navigation bar, click Browse. Links to new releases for each quarter are listed here. Most audiobooks are included in our standing order plans (SOPs), but you do not need to be enrolled in an SOP to view or purchase titles.

 

7. How do I know what standing order plans (SOPs) my library has enrolled in?

On the top right of the screen, click on My Account. This will open your account's Dashboard, which has navigation tabs just below the search bar. Click on SOPs for a list of all the SOPs in which your library is enrolled. To view the titles for a specific plan, click on Browse → Standing Order Plans.

 

8. Where do I find promotional materials for my library?

From the top navigation bar, click on Resources. Here you will find marketing materials for digital products, audiobooks, and library events.

 

9. Where do I go to order replacement CDs?

From the top navigation bar, click on Resources and scroll down to Replacements. The Wavesound replacement policy is shown at the top of the Replacements page. Scroll down to enter the ISBN or product number of the replacement you require.
 

10. How do I setup or change our servicing details?

You will have to contact Wavesound's Customer Services team to change servicing details.
Click on the 'Contact Us' option which is under the 'About Us' menu option or  Email info@wavesound.com.au or call (02) 9417 5088.

 

11. How do I add, update or remove billing and shipping addresses?

Once logged in, you can find the My Account link on the top right corner of the screen. If you click My Account, you will see another "My Account" tab below the Search bar. Clicking there will take you to the Billing and Shipping Information links. A "Request Change" button is located on the lower right hand corner of each page. Please provide as much information as possible. The required fields have asterisks next to the field names.

 

12. How do I perform an advanced search?

Click the drop-down menu on the main search bar. You may do a quick search for authors, narrators, series, ISBNs, or product IDs. The Advanced Search feature is also accessed through this drop-down.

 

13. What do the Business Terms in the Advanced Search mean?

Business terms define how many users can check out an item at any one given time and the no. of times the item can be checked out before it expires from customers site.

 

14. How do I search for multiple ISBNs?

The preferred method for searching for titles using multiple ISBNs from a spreadsheet is to insert a column of commas after the ISBNs on the spreadsheet. All multiple values must be separated by commas, semicolons, or spaces. Copy both columns and paste (as plain text, if possible) into the field. Click Search. For a large number of values, Google Chrome is the suggested browser, because it allows up to 700 values at a time.

 

15. How do I export a search?

Once you have your desired search results, click on Export in the red bar above the product listing. You may select specific products to export or export all the products listed, up to a maximum of 5,000 items.

 

16. How do I find the titles that are on hold in my digital collection?
 

An advanced search for the holds ratio provides the titles that are on hold within your library’s collection. Select the format (eBook or eAudio) in the left-hand column and then the desired holds ratio in the right column. Click Search. You may then export, save the search, or add the items to your cart.

 

17. How do I save a search?


Once you have your desired search results, click on Save Search in the red bar above the product listing. You may retrieve the search at any time from the My Account link at the top right of the screen. This link brings you to your account's Dashboard, where you will find a selection for Saved Searches. From this page, you can edit the name of the search or click on the name of the search results to reopen the list.

 

18. How do I set my site preferences so that I will only see one type of format in any search?


In an advanced search, you can always select specific formats. However, if you click My Account on the top right of the screen, your account's Dashboard will open. On the Dashboard menu, there is another My Account link. Click this and you will see Site Preferences in the left column. From there you can set the default product format for all searches on the website.

 

19. How do I share a cart?


If the cart selected is your current active cart (listed at the top right of the page), you will see a series of functions for the cart just below the search bar. Click Share & Send. If you are viewing the list of carts from View All Carts on your account's Dashboard, you can select which cart to share or send. Sharing the cart will keep it in your cart list, but sending a cart will remove it from your list and add it to the cart list of the person you selected.

 

20. How do I have the products in my orders held until all the products are available to be shipped?


Click My Account on the top right of the screen and then My Account on your Dashboard's menu bar. Then click on Site Preferences in the left-hand column. You may select your preferred shipping option (either “Ship my order in the event that some items are on back order” or “Hold my orders until all items are available”).

 

21. How do I check the status of an order? 


From your account's Dashboard, click on Orders on the Dashboard menu bar. Under Your Most Recent Orders, you will see the status of each order. Back-ordered items may be listed under a "completed" order, so you must click on individual orders to ensure they have shipped completely. If you have a question regarding the status of an order, our customer service representatives will be happy to help you. Our business hours are 9.00am to 5.00pm (EST) Monday to Friday. If you are calling outside these hours please leave a message and we shall endeavour to respond to your query within 24 hours. Telephone: (02) 9417 5088 | Fax: (02) 9417 5388 | Email: info@wavesound.com.au

 

22. Can I see my order history?


Order history is available from your account's Dashboard. To see your order history, click Orders on the Dashboard menu.

 

23. I don’t see a Check Out button in my cart, just a Send for Approval button. How do I make my purchase?


Click on the Send for Approval button and a new screen will appear. You will be asked to select the name of your library’s Wavesound web account administrator. This person has the authority to purchase products and check out carts. The account administrator can also change or add any roles for the library’s employees, if needed.

 

24. How can I order a new Digital Service?

Please visit the relevant information page for the digital service and complete the trial request form at the bottom of the page. Our customer services team will be in touch with you shortly.

 

25. Why is my account picture displayed in the incorrect orientation?


Avatar pictures will only be uploaded correctly if they have been taken in portrait view, otherwise it will appear in landscape view.

 

26. Can I use your product images on our website, LMS, marketing campaign, etc.?


Yes, you may use our cover images of book titles and products for promotional use. Please contact us if you would like the files in high resolution.

 

27. How do I contact someone regarding the website?


Full details on how to contact us are located through the Contact link in the footer of this website.

 

28. How do I contact someone regarding a problem with an order?


Full details on how to contact us are located through the Contact link in the footer of this website. Our business hours are 9.00am to 5.00pm (EST) Monday to Friday. If you are calling outside these hours please leave a message and we shall endeavour to respond to your query within 24 hours. Telephone: (02) 9417 5088 | Fax: (02) 9417 5388 | Email: info@wavesound.com.au

 

Posted: 01/01/2015

Stay up to date with Wavesound news and announcements

telling your story