FAQ
Frequently asked questions about Auction Pro
Get quick answers to common questions about using and implementing Auction Pro.
- Administrator: Full system management and oversight
- Cashier: Payment processing and receipt management
- User: Auction participation and bidding
Can users register themselves?
Yes, users can register through Google OAuth integration, with administrator approval options available.
How many users can I have?
User limits depend on your subscription tier:
- Professional: 1,000 users
- Enterprise: 10,000 users
- Custom: Unlimited users
Payment and Billing
How do security deposits work?
Users must pay a 500,000 FCFA security deposit to participate in auctions. This deposit is:
- Automatically applied to winning purchases
- Refunded if no items are won
- Held during active bidding sessions
What payment methods are accepted?
- Credit and debit cards (via Stripe)
- Bank transfers (SEPA for EU)
- Digital wallets (varies by region)
- Invoice billing (Enterprise tier only)
How are transaction fees calculated?
Transaction fees vary by subscription tier:
- Professional: 2.9% + €0.30 per transaction
- Enterprise: 2.4% + €0.30 per transaction
- Custom: Negotiated rates based on volume
Auction Management
How do I create an auction session?
Administrators can create sessions through the admin dashboard:
- Navigate to Session Management
- Click "Create New Session"
- Set title, description, and timing
- Add products to the session
- Configure payment and tax settings
Can I run multiple sessions simultaneously?
Yes, the number of concurrent sessions depends on your subscription:
- Professional: Up to 50 sessions per month
- Enterprise: Up to 500 sessions per month
- Custom: Unlimited sessions
How does automatic bidding work?
The system supports proxy bidding where users can set maximum bid amounts, and the system automatically bids on their behalf up to their limit.
Security and Compliance
Is my data secure?
Yes, Auction Pro implements comprehensive security measures:
- End-to-end encryption for all data
- Secure payment processing via Stripe
- Regular security audits and updates
- GDPR compliance for EU users
Do you provide backups?
Yes, automated backups are performed:
- Daily database backups
- Point-in-time recovery capability
- Cross-region backup storage
- Regular backup testing and validation
Is the system compliant with regulations?
The system is designed to comply with:
- GDPR (General Data Protection Regulation)
- PCI DSS (Payment Card Industry Data Security Standard)
- SOC 2 Type II compliance (Enterprise tier)
- Regional auction regulations
Support and Training
What support is available?
Support levels vary by subscription tier:
- Professional: Email support (48-hour response)
- Enterprise: Priority support (4-hour response) + phone
- Custom: Dedicated support manager + SLA
Do you provide training?
Yes, training options include:
- Online documentation and tutorials
- Video training sessions
- Live webinar training
- On-site training (Custom tier)
Can you help with data migration?
Yes, migration assistance is available:
- Professional: Self-service migration tools
- Enterprise: Assisted migration support
- Custom: Full migration services included
Performance and Scaling
How many concurrent users can the system handle?
Performance varies by deployment and tier:
- Professional: Up to 500 concurrent users
- Enterprise: Up to 5,000 concurrent users
- Custom: Unlimited with proper infrastructure
What about system uptime?
Uptime guarantees are provided:
- Professional: 99% uptime target
- Enterprise: 99.5% SLA guarantee
- Custom: Custom SLA up to 99.9%
Can it scale with my business?
Yes, the system is designed for growth:
- Easy tier upgrades without data migration
- Flexible user and session limits
- API access for custom integrations
- Enterprise infrastructure options
Pricing and Contracts
Can I try before purchasing?
Yes, we offer:
- 14-day free trial for Professional tier
- Demo sessions for Enterprise prospects
- Proof-of-concept implementations for Custom tier
Are there setup fees?
Setup fees vary by tier:
- Professional: No setup fees
- Enterprise: Onboarding included in monthly fee
- Custom: $15,000+ setup fee for custom development
Can I cancel anytime?
Cancellation terms depend on your subscription:
- Professional: Month-to-month, 30-day notice
- Enterprise: 12-month minimum, 60-day notice
- Custom: Custom contract terms
Troubleshooting
What if I have bidding issues?
Common bidding issues and solutions:
- Slow response: Check internet connection and clear browser cache
- Bid not accepted: Ensure bid exceeds current amount and deposit is paid
- Connection lost: System automatically reconnects and preserves session
How do I reset my password?
Password reset is handled through Google OAuth integration. If you need assistance, contact support with your account email.
What browsers are supported?
Auction Pro supports all modern browsers:
- Chrome 90+
- Firefox 88+
- Safari 14+
- Edge 90+
- Mobile browsers on iOS 14+ and Android 10+
Getting Started
How do I get started?
Getting started steps:
- Choose your subscription tier
- Complete registration and payment setup
- Configure your auction settings
- Add your first products
- Invite users and begin your first session
Do you offer demos?
Yes, we provide:
- Interactive online demos
- Scheduled product walkthroughs
- Custom demonstrations for Enterprise prospects
- Sandbox environments for testing
Where can I find documentation?
Complete documentation is available:
- Online documentation portal
- API reference guides
- Video tutorials and webinars
- Downloadable user manuals
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