Frequently Asked Questions
How do I change the number of products shown per page? How do I change the products featured on my website's home page? What is the ALT tag? What are search keywords? What does 'vat exclusive product' mean? How do I change the URL of a product? Where can I enter a GTIN, EAN or MPN for my product? Why can I still view a product that has been marked as inactive? How do I change the order my products appear in on my website? What size image should I upload for my product? How can I set a product to have free delivery? Some of my products take longer to deliver than others, how do I show this? I've chosen a 'related product' for my product but its not showing, why not? Why isn't a product showing in a category when it should be? Why isn't my product showing the compared price I've entered? I need a page on my website that shows all the products on special offer, how do I do this? I've created my variants for a product but they can't be selected on the product on the website, why not? My images look a mess, can you help? How can I get my products to show with rich snippets in Google? My product import is telling me there are errors, what does this mean? My bulk import is telling me there are warnings, is it safe to proceed with the import? How is a product's price determined? How can I place a product in more than 3 categories? How do I upload more than 5 images for my products? How do I change the order of images on a product? How to add products to basket from a text link Can I have more than 3 variation types on a product? How to create trade only products What is an HS Tariff Code?
What's the difference between a subcategory and a parent category? How do I feature categories on my website's home page? Can I bulk import categories? How do I change the order categories appear in? How do I change a category's URL? How do I create a subcategory? How to assign more than 3 parent categories to a category
How can I change the products on an order? Can you send me a text each time I receive an order? A paid order isn't showing on my orders panel, what should I do? Can I export my orders into a spreadsheet? Can I enter an order I've received on the phone? My customer didn't receive their order confirmation, what should I do? How do I refund an order? How can I tell a customer their order has been shipped? How do the country drop downs on the checkout page work? How to integrate a postcode/address lookup on your checkout What is the potential order error notification? How do I resend an order confirmation email? Variations and the quotation system
Where do subscriptions to my newsletters go? How can I get the email addresses of all my customers? My customer put in the wrong details at checkout, can I edit the order? Should I make customers create an account before checking out? How do I download my newsletter subscriptions? How can I force customers to login during checkout? Can I get an email each time a new customer is created? How can I integrate my newsletter form with MailChimp?
Can I create dimensional-based delivery rates? How can I charge for delivery based on the quantity of products ordered? I don't want to charge for delivery at all, how can I remove that section from my website? What live courier rate feeds do you offer? I need to add a delivery zone not shown on the list, how do I do this? What is a zero rated VAT delivery rate? Calculating delivery rates based on order totals before discounts are applied Obtaining the ID of a shipping rate Entering a maximum weight for delivery rates based on total value
How many payment types can I have on my website? Do I need an SSL certificate? How secure is my website? Do my customers need a PayPal account to pay me through PayPal? What is PayPal Express? My checkout isn't working, what should I do? Can I accept payment via Bitcoin? I don't want to accept payment by PayPal anymore, how can I remove it as a payment option? How do I test my checkout? Can customers enter their payment information on my website? How do I change the card and/or payment logos displayed on my website? Can I use my own SSL certificate? PayPal Express Checkout PayPal Powered by Braintree Payment gateway setup instructions External payment gateways SagePay Direct Integration Why can't I refund a Braintree transaction?
Where do my customers enter a voucher code? Can I stop customers using the same voucher code more than once? I only want a voucher code to be usable when my customer buys a particular product, can I do that? A customer has used a voucher code at checkout and the discount applied was wrong, or wasn't applied, why? Automatic voucher codes and discounts
Can a gift voucher be used more than once? Can I issue a gift voucher without the customer purchasing one from my website? Can I sell a physical gift voucher with the gift voucher feature? Can a gift voucher be used in conjunction with a voucher code? Can more than one gift voucher be used on the same purchase?
Can I set a credit limit for trade customers? I don't want to have to approve applications for trade accounts before the customer can use them, how do I do this? Can I charge my trade customers different costs for delivery? Can I give my trade customers credit accounts? How can a visitor create a trade account?
I want to show my trade customers prices for my products without VAT, how do I do this? How does the trade customer discount feature work? I want to charge different prices for my products to different trade customers, how do I do this? How do I enable my trade customers to get discounts for buying in bulk?
Google have suspended my feed, can you help? My feed is displaying warnings on Google for certain products, what should I do? My products aren't showing on Google Shopping, what should I do? Where do I upload my feed into Google? How do I password protect my feed? How to remove the shipping attribute from the Google feed
How do I link a home page image to a page on my website? How do I change the order my images are shown in? How can I change the speed at which my home page images change? What is the difference between a gallery and an image? Why are my images appearing the wrong way round? Why are my images being cut off? How to resize images Is there a maximum file size and/or dimensions for images I upload?
Can I edit my robots.txt file? How do I verify my website with Google? How do I verify my website with Bing? How can I control what text Google displays about my website in search results? How do I edit the meta tags for custom pages? Should I enter meta keywords? Why isn't my site showing in Google? Google says that Googlebot can't access my site, why is this? Why aren't changes I've made showing in Google? Why is Google ignoring my title tag or meta description? What are SEO warnings? An explanation of the PageSpeed Insights tool How category and product URL architecture works
Where do I upload a favicon for my website? I'm getting spammed through my website, what can I do? I want to display my logo on the printable order sheet, how do I do this? My logo isn't displaying properly on my order sheet I need more space on the order sheet to display my address, how do I add this? Why isn't my logo displaying on my website? I've uploaded a favicon but it isn't displaying.
How can I test what an email I've created will look like? My customers aren't receiving my emails, are they definitely being sent? How can I show my logo at the top of my emails? I don't understand HTML, help!!! Why is verification with Mandrill necessary? How to include the order PDF in the order confirmation email
Order status in my account aren't applicable to my business, can I delete them? What are the default order status? How does the tracking url variable work? Why aren't variables I entered on my emails displaying when the customer gets the email? Can I receive order notifications to more than one email address?
I don't charge VAT at all, can I turn this off? Can I show my product pricing without VAT in the price? I don't want to charge VAT when delivering to certain countries, how can I do this? I need to show different totals at checkout, how do I do this? Changing your VAT settings How VAT is calculated on product and delivery costs
What is DNS? I've changed my DNS but my website still isn't showing, can you help? What does action required mean on my domain name Mandrill verification URL invalid Verifying your domain name and email address Transferring your domain name from another provider How can I change my website's domain name?
Saving as a CSV file Can I get FTP access to my website? Is My Website PCI Compliant? Can my website be in different languages? Can I put a filter system on my website? Adding a continue shopping button to your website What size logo should I upload? How do I install APPs? How to use Excel's concatenate feature Logo shapes What is a hexadecimal colour reference? How to setup a holding page What is a restricted email address? Do we support drop shipping? How does the product search on my website work? Why your theme may show as locked Using Excel with importing/exporting Selling on Instagram