Help

FAQs

Inventory

  • Can I add a custom product template that recreates similar product information?

    Yes, you can add your own product information fields with a Product Template. A Product Template not only creates fields, but it also allows you to create the choices for each field. This makes adding similar products much less time consuming. Product Templates can be assigned to similar product categories (e.g., books, DVDs, cell phones, etc.). Auctiva Commerce has provided some default Product Templates (see Inventory> Product Templates), but you can make your own.

    Creating a Product Template is rather time consuming, but it can save you a lot of time in the long run. Read the "How to add a Custom Product Template" tutorial for more information. You can also copy a product, rename it and change the properties fairly quickly. This would be a good alternative for adding just a few similar products.

  • Can I add a product to my inventory, but also hide it so my customers won't find it?

    Yes. When adding new products to your inventory before their public release, you can hide it from your customers. Follow these instructions:

    • Go to Inventory> Manage Inventory. Navigate to the product.
    • Click on the "Edit" link for the product.
    • Locate the Display Options section.
    • Visibility: Choose the "Private" option. This will hide the product on your store.
    • Click on the Save button to finish.

    You can also use the Bulk Edit feature (Go to Inventory> Manage Inventory and locate the Bulk Edit button) to change this setting for a group of products at one time. Read the "How to do a Bulk Edit" tutorial for more information.

  • Can I add a product to my storefront, but restrict customers from purchasing it?

    Yes. If you want to show a product on the storefront, but you don't want to take orders yet, follow these instructions:

    • Go to Inventory> Manage Inventory. Navigate to the product.
    • Click on the "Edit" link for the product.
    • Check the Disable Purchase box. This will hide the "Add to Cart" button on your store.
    • Click on the Save button to finish. Review the storefront to see if the changes worked.
  • Can I change the price for a group of products?

    Yes. Use the Bulk Edit feature. Go to Inventory> Manage Inventory and locate the Bulk Edit button. We recommend you read the "How to do a Bulk Edit" tutorial to learn how this feature works.

  • Can I assign a product to multiple categories?

    Yes, a product can be associated with multiple categories within your storefront. Follow these instructions:

    • Go to Inventory> Manage Inventory.
    • Navigate to the product/s that will be assigned to multiple categories.
    • Select the product by clicking on it. The background of the product will turn light blue.
    • In the Categories box, click the Add Category icon (+) to the right of the Category. This will add the category to the product. You can see the category name now appears with the product.
    • Continue to add more categories as necessary.

    You can do this same step to add categories to multiple products at once by selecting more than one product.

  • What is a kit?

    Kits are a group of products sold as one item. Each kit has a master product, and component products. The number of kits available depends on the inventory of master products, but this is a powerful tool since customers can buy related products at the same time without having to view each item individually. And this convenience could help increase sales.

  • Can I import inventory to my store using a flat file or spreadsheet?

    Yes. Please see the Bulk Import tutorial to learn how to import items into Auctiva Commerce.

  • Can I import inventory from ProStores?

    No. However, you may import inventory from a spread sheet into Auctiva Commerce.

  • Can I feature products on the Home page of my store?

    Yes. You can add products to the Home page of your store using the Featured Product field in the product Details page of every product. You can also use the Bulk Edit feature to update a group of products at one time so that they're featured on the Home page. Read the "How to do a Bulk Edit" tutorial for more information.

  • How many categories can I create on my store?

    You can create as many categories and subcategories as you would like on your storefront. Auctiva Commerce has provided category suggestions for your store when you add new categories. You do not have to use these suggestions, although they may benefit your store in future should Auctiva Commerce integrate with more third-party ecommerce networks and data feeds.

  • Can I create a Google Base Feed for my store?

    Yes. You will need a free Google account and you will need to enable several free Google services to make this work. Read our "How to create a Google Base Feed" for more information.

  • How do I make products display with a Sale price?

    Auctiva Commerce uses Pricing Rules to display special prices on products. The Pricing Rules feature allows you to add rules that enable the special pricing to appear for certain user groups and date ranges. When a Pricing Rule is expressed and active for a product, the original price will display with a slash through the price and the new "Sale" price will display beside it. To learn more, read the "How to add a Pricing Rule" tutorial.

  • What can I sell on my store? (Prohibited item list)

    Prohibited and Restricted Items - Overview

    Before you list your item, you need to find out if your item is allowed on Auctiva Commerce and if the type of item is subject to certain restrictions to avoid potential issues with your listing. As an Auctiva Commerce seller, you are ultimately responsible for making sure that selling an item is legal in the eyes of the law and not in violation of Auctiva Commerce listing policy.

    Understanding the rules about prohibited and restricted items

    • Policies about listing items are often based on country and state laws. However, many restrictions may involve the sale of dangerous or sensitive items and are not necessarily prohibited by law.
    • When selling across borders, be aware of international trading and import restrictions. Certain items may be legal in your country, but may be illegal elsewhere.

    Prohibited and Restricted Items List:

    Violations of this policy may result in a range of actions, including

    • Listing cancellation
    • Limits on account privileges
    • Account suspension
    • Forfeit of Auctiva Commerce fees on cancelled listings

    Academic Papers

    Auctiva Commerce does not permit academic paper writing and test-taking services, pre-written essays, thesis papers, dissertations, and offers for paper-writing or test-taking services.

    Adult Goods and Services

    Auctiva Commerce does not permit the sale of pornography and other sexually suggestive materials (including literature, imagery and other media); dating services; escort or prostitution services.

    Alcohol

    Auctiva Commerce does not permit the sale of alcoholic beverages on its website(s). Further, non-U.S. members may not conduct alcohol sales with any Auctiva Commerce member residing in the United States.

    Alcohol-Related Collectibles

    Auctiva Commerce permits the sale of alcohol-related collectibles, including alcohol-related memorabilia, packaging and containers such as bottles, decanters or limited edition cans. The United States Postal Service (USPS) does not allow the shipment of intoxicating liquors containing .5% alcohol content or greater, whether in collectible containers or otherwise.

    • Selling Chocolates with Liqueur in them: Food products that use alcohol for flavor do not fall within these laws and regulations.
    • Selling Wine-and Beer-Making Kits: Wine and beer-making kits are allowed on Auctiva Commerce, as long as the kit does not contain any alcoholic beverages.

    Animals and Wildlife Products

    Auctiva Commerce generally does not allow the listing of live animals or pets. In restricted cases, some stuffed birds and the pelts and skins of some animals are permitted. We encourage members to educate themselves on the laws governing the regulation of the sale of animals.

    Artifacts

    Artifacts, cave formations and grave-related items that are protected under federal laws, such as The Federal Cave Resources Protection Act of 1988, and the Native American Grave Protection and Repatriation Act and are not permitted on Auctiva Commerce.

    Bulk Marketing Tools

    Auctiva Commerce does not permit the sale of email lists, software, or other products enabling unsolicited email messages (spam).

    Charity or Fundraising Listings

    Charitable fundraising is a highly regulated area subject to numerous state and federal laws. Auctiva Commerce allows sellers to list items and collect proceeds (in whole or in part) on behalf of nonprofits.

    Child Pornography

    Pornographic materials involving minors, or content that can be perceived as pedophilia, or erotica is prohibited on Auctiva Commerce.

    Clothing, Used

    Used clothing (except underwear) may be listed on Auctiva Commerce as long as the clothing has been thoroughly cleaned according to the manufacturer's instructions. Listings that contain inappropriate descriptions will be ended.

    Coins

    Most countries strictly prohibit the sale of counterfeit currency, as well as equipment designed to make counterfeit currency. Accordingly, sellers are not permitted to list these types of items on Auctiva Commerce.

    Collectible Containers

    Auctiva Commerce will permit sales of unopened collectible containers that still contain alcohol as long as each of the following conditions are met and stated verbatim in the listing:

    • The value of the item is in the collectible container, not its contents.
    • The container has not been opened and any incidental contents are not intended for consumption.
    • The item is not available at any retail outlet, and the container has a value that substantially exceeds the current retail price of the alcohol in the container.
    • The seller will take all appropriate steps to ensure that the buyer is of lawful age in the buyer and seller's jurisdiction (generally 21 years of age).
    • Buyers and sellers both ensure that the sale complies with all applicable laws and shipping regulations.

    Contracts

    Sellers should avoid listing an item which the seller is not permitted to sell due to contractual obligations entered into with a third party. Prior to listing items on Auctiva Commerce, sellers should carefully read any contract they have entered into that might prohibit or limit their rights to sell items on Auctiva Commerce.

    Copyright Unlocking Devices

    Auctiva Commerce does not permit the sale of unlocking devices or techniques, Mod chips or other devices or techniques designed to circumvent or allow the circumvention of copyright protection.

    Copyrighted Media

    Auctiva Commerce does not permit the sale of unauthorized copies of books, music, movies, and other licensed or protected materials; copies of material without proper attribution or references.

    Copyrighted Software

    Auctiva Commerce does not permit the sale of unauthorized copies of software, video games and other licensed or protected materials, including OEM or bundled software.

    Cosmetics, Used

    Auctiva Commerce does not permit the sale of used cosmetics.

    Counterfeit and Unauthorized Goods

    Auctiva Commerce does not permit the sale of replicas or imitations of designer goods, items without a celebrity endorsement that would normally require such an association, fake autographs, currency, stamps; other potentially unauthorized goods.

    Counterfeit Currency and Stamps

    Auctiva Commerce does not permit the sale of counterfeit currency and stamps as well as equipment designed to make these illegal products. Therefore, these types of items may not be listed on Auctiva Commerce.

    Replica coins may be listed as long as they are clearly marked "reproduction," "replica," or "copy".

    All forged stamps, facsimiles, and reproductions may be listed but need to be clearly and indelibly marked as such on either the front or back of the stamp.

    Credit Cards

    Auctiva Commerce permits the listing of inactive credit or debit cards, provided that the expiration date on the face of the card is at least 10 years old. Such 10-year old, expired debit/credit cards may be considered ’collectible’ and may have some collectible value. Sellers should examine the terms and conditions on the card to ensure that the sale of the expired card is permitted.

    If posting a picture of the card, the seller should cover or block out at least part of the name and/or credit card number.

    Drugs & Drug Paraphernalia

    Narcotics, steroids or other controlled substances may not be listed on Auctiva Commerce.

    Drug paraphernalia may not be listed on Auctiva Commerce. Such paraphernalia includes all items that are primarily intended or designed for use in manufacturing, concealing or using controlled substances.

    Drugs, Describing Drugs or Drug-like Substances

    Auctiva Commerce prohibits sellers from describing legal substances, such as plants or herbs, in a manner that suggests ingesting, inhaling, extracting or otherwise using any substance or compound from the legal substance will provide the same effect as an illegal drug, compound or substance or that will provide unsubstantiated health benefits.

    Drug Test Circumvention Aids

    Auctiva Commerce does not permit the sale of drug test circumvention aids, drug cleansing shakes, urine test additives, and related items.

    Electronics Equipment

    Certain electronics equipment, (examples include cable TV de-scramblers, radar scanners, and traffic signal control devices), including equipment deemed unlawful by the Federal Communications Commission (FCC), is not permitted on Auctiva Commerce.

    Electronic Surveillance Equipment

    Auctiva Commerce does not permit the sale of products that are designed primarily to record the private oral, wire or electronic, conversations of others without their knowledge or permission (Examples include wiretapping devices, and telephone bugging devices). These small, easily hidden transmitting devices are illegal to possess or sell under Title 18, United States Code Section 2512, and their use also violates the law in many states and countries.

    Embargoed Goods and Prohibited Countries

    Various U.S. agencies have sanctions in place that substantially regulate or ban all trade with particular countries (including Cuba, Iran, Iraq, Libya, North Korea and other countries). Federal agencies have also banned or regulated trade between U.S. persons with certain organizations, businesses and persons. As a result, Auctiva Commerce does not permit the sale of embargoed items from, with, or to those countries, organizations, businesses or persons.

    Under U.S. law, trade in items made in Cuba may not be lawful, depending on the nature of the item, when it was manufactured, and when it left Cuba, and other factors. Generally, items from Cuba may be sold only if they are "informational," "pre-embargo," or "licensed".

    Sellers willing to ship internationally, and sellers of items made outside the United States, should periodically review current information about which countries may be affected by sanctions enforced by the Office of Foreign Assets Control of the U.S. Department of the Treasury.

    Event Tickets

    Auctiva Commerce permits resale of tickets to entertainment events (including sporting events, concerts, and plays) to the fullest extent permitted by law. Ticket sellers are responsible for ensuring that transactions do not violate any applicable law.

    Primary Ticket Sale Policy

    Primary ticket sales may be listed on Auctiva Commerce and are exempt from state ticket resale regulations. To qualify as a 'primary sale' of an event ticket, the ticket must be sold on Auctiva Commerce by the artist, team, promoter or organizer of the event, and the seller must clearly and explicitly state in the listing that the listing is an authorized first sale of the ticket directly from the promoter, artist, organizer or team to the public.

    Ticket Package Policy

    Ticket packages may be listed on Auctiva Commerce, and are exempt from state ticket resale regulations. To qualify as a 'ticket package', the listing must not offer the buyer an option to purchase the tickets alone, and must include either:

    At least one item or experience of substantial value related to the ticket event that the seller has coordinated with the event promoter, team, manager, artist, or venue, such as a backstage pass, a meeting with the performer, or an "experience" such as being a ball boy at a baseball game, or,

    A complete travel package around the event must include both air transportation to the event location and commercial lodging for at least one night. Listings that offer tickets without these travel arrangements do not qualify as travel packages under this policy.

    Financial or other Regulated Products

    Auctiva Commerce does not permit the sale of financial or other regulated products, services, securities, and stored value investments, consulting, refinancing or transfer of non-collectible debt, stock brokerage, manual cash disbursements, money orders, traveler's checks, stocks, bonds, or related financial products. Units in collective investment schemes, stored value cards, credit services, provision of services regulated or prohibited by applicable law, are also not permitted.

    Fund Solicitations & Donation Solicitations

    Auctiva Commerce does not permit the sale of fund solicitations, donation solicitations without a valid 501(c) tax exempt status clearly displayed to the public. Section 501(c)(1), 501(c)(2) and 501(c)(14) services, solicitations from parties without valid proof of exempt tax status or proof of registration with the relevant country's regulatory bodies and authorities are not permitted on Auctiva Commerce. In addition, political organizations must have current registration with the FEC.

    Firearms, Weapons and Knives

    Firearms, including pepper spray, replicas and stun guns, are prohibited on Auctiva Commerce. Many firearm-related items, gun parts, gun accessories, stun guns, crossbows, hand weapons and throwing knives are not permitted on Auctiva Commerce.

    Food

    The sale of food is regulated by the federal government and most state governments. Sellers who list food and food-related products should familiarize themselves with these laws before listing such items on Auctiva Commerce.

    Gaming/Gambling

    Lottery tickets, sports bets, memberships/ enrollment in online gambling sites, and related content are not permitted on Auctiva Commerce.

    Gift Cards

    Auctiva Commerce permits the listing of gift cards, with the following restrictions:

    • The value of the gift card may not exceed $500.
    • Gift cards must be in hand at the time of listing and may not be sold as pre-sale items.
    • Only one gift card may be listed at a time, per seller.
    • Multiple Gift Cards cannot be combined under a single listing.

    Government and Transit Documents

    Any official internal, non-public documents, manuals, or other materials related to mass commercial public transportation, including internal manuals put out by commercial airlines, or entities operating subways, trains, or buses, are not permitted on Auctiva Commerce. The listing of government IDs or documents, fake IDs, passports, diplomas, and noble titles are not permitted

    Government and Transit Uniforms

    Any article of clothing, identification or other items related to transportation security or employment with any transportation related industry is not permitted on Auctiva Commerce.

    Vintage commercial airline, train, or subway clothing such as ties, scarves, jackets, and/or similar items may be listed if the items does not resemble any piece of a transit company’s current uniform(s). The items must be at least 10 years old, is no longer in use, and in the description, is clearly stated.

    Government IDs and Licenses

    Government IDs and licenses, or items that claim to be, or that look similar to government identification documents are not permitted on Auctiva Commerce. Government-issued medals are also not permitted.

    Hacking and Cracking Materials

    Manuals, how-to guides, information, or equipment enabling illegal access or damage to software, servers, websites, or other protected property are not permitted on Auctiva Commerce.

    Hazardous, Restricted, and Perishable Items

    Hazardous or dangerous goods (such as explosives, radioactive materials, flammable gases, liquids and solids, and toxic substances) may pose a danger to health, safety or property while being transported, Such items are not permitted to be listed on Auctiva Commerce. For details see Postal Service Publication 52.

    Human Parts and Remains

    Auctiva Commerce does not permit the sale of organs or other body parts, body fluids, stem cells, or embryos.

    Auctiva Commerce does not permit the sale of Native American skulls, bones or other Native American grave-related items.

    Illegal goods

    Auctiva Commerce does not permit the sale of materials, products, or information promoting illegal goods or enabling illegal acts.

    Auctiva Commerce does not permit the sale of goods you do not own or have the right to sell, goods produced in violation of a third party's rights, goods in violation of export or labeling restrictions.

    Goods recorded on public registers (such as real estate) and whose transfer requires formalities that cannot be legally completed online are not permitted to be listed on Auctiva Commerce.

    Importation of Goods into the United States

    Members importing goods into the United States from another country, either by selling or buying items listed on Auctiva Commerce, are responsible for ensuring that the importation of that type of product complies with applicable U.S. laws.

    International Trading

    Auctiva Commerce sellers are responsible for ensuring that their transactions are lawful in both the country of the seller and the country of the buyer. Auctiva Commerce strongly encourages its members to educate themselves about the laws of their own country as well as the countries where they plan to do business.

    If you, as a seller in the United States, list items that may not be allowed in all countries, you may help ensure compliance with applicable laws and/or Auctiva Commerce policies by adhering to the following listings practices:

    • State on the sales form that you will only ship your item within the United States.
    • Include a clause in the item description describing any limitations on the items.

    Items Encouraging Illegal Activity

    Auctiva Commerce prohibits the sale of items or links to items that encourage, promote, facilitate or instruct others to engage in illegal activity. Auctiva Commerce also prohibits buyers from requesting or encouraging sellers to break any applicable laws.

    Lock Picking Devices

    Auctiva Commerce does not permit the listing of any lock picking or locksmith devices.

    Lottery Tickets

    Auctiva Commerce does not allow the sale of lottery tickets.

    Mailing Lists and Personal Information

    Auctiva Commerce does not permit the sale of names, addresses, phone numbers, email addresses, or other personal identifying information.

    Any tools or software specifically to send unsolicited commercial messages (UCE or "spam") are not be permitted.

    Manufacturers' Coupons

    Auctiva Commerce permits the listing of valid coupons within its member stores, with some limitations.

    The following limits are placed on the sale of coupons on Auctiva Commerce:

    • Expired Coupons: The sale of recently expired coupons is not permitted on Auctiva Commerce. Collectible coupons that clearly cannot be redeemed may be permitted.
    • All coupons sold through Auctiva Commerce must be physically delivered to the buyer, and may not be delivered by electronic means for home printing.
    • Bulk coupon sales are not permitted on Auctiva Commerce. Bulk coupon listings are defined as listings that contain more than 20 coupons for the same item, or more than 100 total coupons.
    • Coupons for free products, with no purchase required, are limited to two per listing. Internet home printed coupons are also limited to 2 per listing.

    Mature Audiences

    Materials adult in nature or otherwise inappropriate for minors (individuals under 18 years of age), other than mainstream media, may not be listed on Auctiva Commerce in a manner that permits viewing of materials by minors.

    Listing mainstream media (movies, music (CDs, DVD, MP3s), video games, books, magazines) may use industry catalogs and rating systems such as the MPAA, IMDb and ESRB to define which items are mainstream.

    Medical Devices

    Auctiva Commerce allows the sale of professional medical devices (contact lenses, pacemakers, and surgical instruments) to authorized purchasers and sellers of medical devices only.

    Miracle cures

    Unsubstantiated cures, remedies or other items marketed as quick health fixes are not permitted on Auctiva Commerce.

    Multi-Level Marketing, Pyramid and Matrix Programs

    The listing and advertising of multi-level marketing programs (including online payment randomizers), matrix, pyramid, Ponzi schemes, and all similar programs are not permitted on Auctiva Commerce.

    Offensive Material

    Sellers may not list items that promote or glorify hatred, violence, racial or religious intolerance, or items that promote organizations with such views.

    Pesticides

    Auctiva Commerce permits the sale of pesticide products only if all of the following conditions are met.

    • The pesticide is registered by US EPA and by the buyer's state.
    • The registration has not been suspended or canceled by US EPA or the buyer's state.
    • The pesticide is not classified as restricted by US EPA or the buyer’s state.
    • The container and/or original packaging is unopened and intact.
    • The pesticide’s package labeling complies with all federal and state requirements and the item description is consistent with the label.
    • The container may be shipped in accordance with postal regulations.
    • The buyer is eligible to purchase the pesticide under federal and state law.

    Police-Related Items

    Auctiva Commerce does not permit the listing of law enforcement badges or official law enforcement equipment from any public entity, including badges issued by the government of any country.

    Political Memorabilia

    Sellers listing items in the political categories must protect potential buyers by abiding by the Hobby Protection Act. Sellers must also be aware of this law to protect themselves from any violations of Federal law which could impose fines, penalties, or both.

    Postage Meters

    Postage meters are not permitted on Auctiva Commerce.

    Prescription Drugs

    Controlled drugs that require a prescription from a licensed practitioner (such as a doctor, dentist, ophthalmologist or optometrist) are not permitted on Auctiva Commerce; this includes drugs prescribed by veterinarians for animals.

    Profanity

    Auctiva Commerce will permit media titles and descriptions (such as a CD name and track list) that contain profanity. This profanity is only permitted if the original production company title or description contains the profane terms. All other profanity is prohibited.

    Prohibited Services

    Sellers are not permitted to offer or solicit services on the Auctiva Commerce site that are illegal, sexual in nature.

    Promote Intolerance or Hatred

    Auctiva Commerce will not permit or allow promotion or support membership in terrorist groups or other organizations prohibited by law.

    Protected Cultural Items

    Auctiva Commerce will not permit Materials covered by the UNESCO 1970 Convention on the Means of Prohibiting and Preventing the Illicit Import, Export and Transfer of Ownership of Cultural Property or otherwise restricted by law from sale, export or transfer.

    Pyrotechnic Devices

    Hazardous materials Fireworks and related goods; toxic, flammable, and radioactive materials and substances are not permitted on Auctiva Commerce.

    Real Estate

    Auctiva Commerce permits advertisements of real estate. Selling an undivided interest in a land real estate property is not permitted.

    Recalled Items

    Auctiva Commerce does not permit the listing of items that have been identified by the CPSC as hazardous to consumers and therefore subject to a recall.

    Regulated Goods

    Air bags; batteries containing mercury; Freon or similar substances/refrigerants; chemical/industrial solvents; government uniforms; car titles; license plates; police badges and law enforcement equipment; lock-picking devices; medical devices; pesticides; postage meters; recalled items; slot machines; goods regulated by government or other agency specifications; explosives; hazardous materials; personal data protected under applicable data protection laws not permitted on Auctiva Commerce.

    Slot Machines

    Auctiva Commerce does not permit the listing of coin-operated slot machines.

    Stamps

    Auctiva Commerce prohibits the sale of counterfeit stamps, as well as equipment designed to make counterfeit stamps.

    Stocks and Other Securities

    The sale of stock or other securities is not permitted on Auctiva Commerce.

    Stolen Property and Property with Removed Serial Numbers

    Auctiva Commerce prohibits the sale of stolen property.

    Auctiva Commerce forbids its sellers from listing goods that have altered or removed serial numbers.

    Surveillance Equipment

    Auctiva Commerce does not permit the sale of products that are designed primarily to record the private oral, wire or electronic conversations of others without their knowledge or permission.

    Teacher's Edition Textbooks

    Teacher’s editions of textbooks and solutions manuals that are intended solely for use by teachers are not permitted by Auctiva Commerce.

    Tobacco

    Cigarettes, cigars, smokeless tobacco or coupons for such items are not permitted on Auctiva Commerce.com. The sale of tobacco-related collectibles, (including tobacco related memorabilia and packaging) are not subject to the same legal constraints.

    Traffic devices

    Radar jammers, traffic signal changers, and related products are not permitted on Auctiva Commerce.

    Transit and Shipping Related Items

    Auctiva Commerce does not permit certain transit- and shipping-related items (examples include blueprints of transit facilities, airplane operations manuals, and flight attendants’ uniforms).

    The following items related to the government, commercial airline, public transportation and shipping industries may not be listed on Auctiva Commerce:

    • Any article of clothing or identification related to transportation security or employment with any transportation related industry, including but not limited to, articles of commercial airline pilots’ uniforms, flight attendants’ uniforms, baggage or airport service personnel uniforms, mass transit train or subway related uniforms.
    • Postal and shipping company uniforms.
    • Vintage clothing related to commercial airlines, trains, or subways, such as ties, scarves, jackets and similar items, may be sold as long as the item description clearly states that the item is at least 10 years old, is no longer in use by the airline or other transit authority and does not resemble any piece of the current uniforms.
    • Any official internal, non-public documents, manuals or other materials related to mass commercial public transportation, including safety manuals put out by commercial airlines, or entities operating subways, trains or buses. These items may only be listed if the description clearly states that the material is obsolete and no longer in use by the airline or other transit authority.
    • Blueprints or schematics of airports, subway systems or train station.
    • Design plans of commercial airline jets or engines.
    • Any official internal, related, non-public documents.

    Travel

    Sellers who want to list travel-related items must adhere to following rules:

    • Businesses that actually provide travel services, such as airlines, trains, hotels, resorts, and cruise ships, may list items such as their own gift certificates, airline tickets, lodging, cruises, or vacation packages. As providers of the actual travel service, they are often exempted from seller-of-travel laws and need not provide travel licensure information. However, they should clearly identify themselves in the listing as the actual provider of the travel services offered.
    • Businesses and individuals who sell and/or arrange air or sea travel or accommodations (but do not directly provide the travel service themselves) may list air and ship related travel items (i.e. airplane tickets and cruise trips), along with accommodations, on Auctiva Commerce only if they are licensed as sellers of travel lawfully able to do business in all 50 states and they themselves will be booking the travel for the buyer. Their listings should clearly set out their California seller of travel license number as well as any other license information required in other states. It is against Auctiva Commerce policy for travel clearinghouse affiliates, that are not actual agents booking the travel themselves, to list travel auctions on the site.
    • Individuals: Individual travelers who are not in the business of selling travel services, but simply wish to sell an unused air or sea related travel voucher or gift certificate, may do so no more than one trip per month provided that the item is not a travel club membership or "choice travel certificate," (see below) or related item. In such instances, the seller may play no role in arranging any travel other than delivering the item.

    Sellers should review any travel related item before listing to make sure that it can be transferred legally to another party and will be accepted by the issuing provider of travel services.

    Auctiva Commerce will not permit listings of travel club memberships or "choice travel certificates" or similar items by any user. Travel club memberships include any service, cards, or identification number that purports to give the holder the right to free or discounted travel, that is, certificates that entitle the holder to some travel related benefit (such as free or low cost hotel stays) with a variety of travel providers.

    Auctiva Commerce does not permit listings of "choice" travel certificates by any user. Choice travel certificates are documents that are not issued directly by a single provider of travel, but by travel wholesalers, consolidators, or other middleman travel sellers. These certificates generally offer the holder free or low-cost travel services with a choice of multiple hotel chains, resorts or airlines, the exact location often being at the choice of the buyer or seller.

    Weeds and Seeds

    Auctiva Commerce does not permit the listing of noxious weeds and prohibited seeds on the site. Please see the Additional Information section for a link to the U.S. Department of Agriculture’s federally defined noxious weeds. Buyers and sellers of packaged seeds should consult with state and local authorities to determine whether the items they are considering buying or selling are legal for distribution in their states.

    Wine

    Auctiva Commerce does not permit the sale of alcoholic beverages on its U. S. website(s).  Further, non-U.S. members may not conduct alcohol sales with any Auctiva Commerce member residing in the United States.

    Wholesale currency

    Discounted currencies or currency exchanges may not be listed on Auctiva Commerce by any user.

  • Can I upload/embed YouTube videos?

    Yes. You can upload videos to YouTube and then embed the videos in your storefront by placing the Embed HTML code into your product Description field.

  • How many items can I list?

    Add as many items as you'd like. There's no limit.

  • Can I bulk upload my inventory?

    Yes. You can bulk upload inventory using a tab delimited file (go to Inventory> Bulk Upload Inventory). Make sure to read the Bulk Upload Inventory tutorial to learn how to properly complete this task.

  • Can I sell digital downloads on my store?

    Automated digital downloads are not available in Auctiva Commerce. This is feature that will be available in a future release of Auctiva Commerce. You can still sell digital goods on your store with a few work-around techniques for delivering digital goods. Read the "How to sell Digital Goods on your store" tutorial for more information.

Images

  • What image format and size can I upload to Auctiva Commerce?

    Auctiva Commerce will upload JPEG and GIF images. The maximum file size for an image is 3.5 MB. You can upload as many images as you'd like on your Auctiva Commerce store. The images will be resized as necessary to fit into the pre-designed store themes. The current maximum display size is 500 pixels by 500 pixels.

  • Can I change the Thumbnail image for a product?

    Yes. You can change every image associated with a product using the Pick Images with Advanced mode.

    • Go to Inventory> Manage Inventory. Navigate to the product.
    • Choose the Images tab.
    • Click on Pick Images with Advance Options.
    • Use the Binoculars icon to look for the images you would like to use for each image size.
    • Make sure to add meaningful Alt Text to help those with disabilities and boost your SEO.
    • Click Save Changes to finish.

    The Icon, Thumbnail, Standard and Additional image types for a product can all be changed using this tool. To learn more about how to change these images, read the "How to add Product Images" tutorial.

  • How do I delete images?

    To do this, go Inventory > Manage Images. Find the image you want to delete. Hit the Delete icon in the far right column of the table. The image will be deleted.

  • Why can't I see the Image Uploader or Image Manager?

    It's likely the Internet browser you are using does not have the proper plug-ins to display these features. Your Internet browser will need to have either an ActiveX plug-in for Internet Explorer or a Java plug-in (version 1.6 or above) for all other browsers installed. This install is only required once. If your browser prompts you to install the plug-in, follow the instructions.

  • Can I upload/embed YouTube videos?

    Yes. You can upload videos to YouTube and then embed the videos in your storefront by placing the Embed HTML code into your product Description field.

  • Can I remove an image from a product?

    Yes. You can remove images from a product without deleting the image from the store. This removes the link between the product and the image. Read the "How to remove an image from a product" tutorial for more information.

  • Can I delete an image from my store?

    Yes. You can delete images from your store. When you delete an image, it's entirely removed from the store. Any links to a deleted image will be broken. Read the "How to delete an image from your store" tutorial for more information.

Marketing

Shipping

  • Do I have to use an integrated shipping carrier on my store?

    No. It's not mandatory that you use an integrated shipping carrier. In fact, the Shipping Methods feature on Auctiva Commerce is a very powerful tool that will calculate shipping costs in a variety of ways. To learn more about this feature, read the "Introduction to Custom Shipping Methods" tutorial.

  • Can I prevent customers from a certain region from ordering on my store?

    Yes. A customer is asked for their billing and shipping address during checkout. The shipping address is checked against the Shipping Method for the product or group of products in the order. When a Shipping Method for a product has a Shipping Zone that is outside the customer's shipping address, the product can't be purchased. To learn more, read the "How to add Shipping Zones" tutorial. Shipping Zones can be found in Store> Shipping> Zones.

  • What is a warehouse and why do I need one?

    In its simplest form, a warehouse is a group of products. It also represents the address from where your shipments start and you need at least one to set up your store. You can create more warehouses when certain products ship from different locations (e.g., a drop shipper or vendor) or should you want to apply special shipping rules to a product. For example, you could have a set of products that, because of their weight or size, have to be shipped in a completely different way. If you create a new warehouse you can group these similar products together in one warehouse and create a new shipping method that is associated with this one warehouse. So, no matter where you're shipping from, or what unique products you're shipping, you can give your customers the most accurate shipping costs and delivery times.

  • Can I offer different shipping to the contienental U.S. and Hawaii and Alaska?

    Yes, you will need two shipping methods. One shipping method will have the continental U.S. shipping zone assigned to it and the other will have the Hawaii and Alaska shipping zone assigned. As this is a standard for a lot of merchants, the Continental U.S. shipping zone and Hawaii and Alaska shipping zone already exist in Auctiva Commerce by default.

  • Can customers ship one order to multiple locations?

    Yes. When a customer orders multiple items, a box will load at checkout that asks the customer if they'd like to ship the order to multiple locations. The Customer can click the "Multiple Destinations" button which will take them to add new addresses and choose the appropriate shipping per item. When they are finished with making shipping address selections, they will click on the Continue button and choose the shipping methods. Finally, they will confirm the order and choose a payment method to complete the order.

    You can also manually create new shipments after an order has been placed. It's up to you in this situation to work with the customer to enter in the new shipping information and create a new payment for the shipping charges. A new shipment can be created in the Shipments page for an order. Click on the Orders icon, find the order, click on the Details link and click on the Shipments tab. You'll find the New Shipment button at the bottom of the page.

  • Can I import shipping from eBay or Auctiva so listings are ready to go?

    Importing shipping is difficult because the way it's set up on eBay and Auctiva is very different from Auctiva Commerce. On Auctiva and eBay, sellers determine shipping methods for individual listings. With Auctiva Commerce, they set up shipping rules made up of zones, warehouses and methods then they apply them to items. That means we won't be able to import shipping rules from Auctiva.

  • Can I set a base price and then an incremental price per item for shipping?

    Yes. When the shipping charge is dependent on the quantity of items in the cart, you can use a "Vary by Quantity" shipping method (Store> Shipping> Methods). This is a custom shipping method that allows you to set a variable rate that you configure. See the "How to add a quantity-based shipping method" tutorial for more information.

  • Is it possible to create a free shipping option on my storefront?

    Yes. You can discount shipping charges using a Shipping Coupon or by creating a Fixed Shipping Method that assess no shipping charges. We strongly recommend using a Shipping Coupon to achieve this, because a Shipping Coupon has a better set of features to limit how the discounted shipping charges are applied to an order. Read the "How to add a Free Shipping Coupon" tutorial for more information. You can find the find shipping coupons by going to Marketing> Coupons.

  • Can I change the shipping address for an order?

    Yes. You may need to change a shipping address for a customer’s order. Consider that you should also verify the identity of the customer and that you may also need to add shipping charges when this occurs. Follow these instructions to change a shipping address for an existing order:

    Step 1. Find the order number.
    • Click the Orders icon in the upper-right corner. This will take you to the Order Manager.
    • Find the order that needs the changes applied to it. Use the search tools if necessary. Click the "Details" link of the order number of the shipment you need to edit. This will load the Summary page.
    Step 2. Change the address of the order.
    • Click the Edit Addresses tab.
    • Enter the appropriate changes to each of the corresponding shipments.
    • Click the Save Changes button.
    Step 3. Verify the change.
    • Click the Summary link.
    • The updated shipping address should be displayed in the Ship To portion of the order except when there are multiple addresses for multiple shipments. Click on the Shipments tab to review multiple shipments to make sure the addresses are correct. You can make additional changes to billing and shipping addresses by clicking the Edit Addresses link if necessary.
  • Can I add a new shipment to an order?

    Yes. You might need to create a new shipment if you need to ship out a replacement item. You can do this through the Order Manager. Follow these instructions:

    Step 1. Find the order you need to edit.
    • Click the Orders icon in the upper-right corner. This will take you to the Order Manager.
    • Find the order number of the order you need to edit. Use the search tools if necessary.
    • Click on the "Details" link to the right of the order to load the Summary page of the order.
    Step 2. Add a new shipment.
    • Click on the "Shipments" tab. This will load the Shipments page that displays your shipments.
    • Click on the Add a New Shipment button.
    • Ship to: Select the desired shipping address. You have the choice of sending this new shipment to the customer at the available shipping addresses entered at checkout or you can add a new address by choosing the "Add new" option. If you choose the "Add new" option you will need to enter the new address in the fields that appear.
    • Shipping Method: Choose the desired shipping method.
    • Shipping Charge: Enter in the shipping charge for this shipment. This amount will be added to the ending balance of the order.
    • Shipping Message: Enter a shipping message if desired. This message will appear in the Order Shipped default email template that is sent to the customer when the order is shipped.
    • Click the Save New Shipment button.
  • Why won't the USPS First-Clas Mail service work on my store?

    The USPS First-Class Mail service requires that your product weight is in ounces and that the product itself weighs less than 13 ounces. To change your store settings to ounces, go to Store> Configure> Store Settings in Auctiva Commerce administration. The Configure Store page will load. In the Locale Settings box, select "Ounces" from the Unit of Weight field. Click the Save button at the bottom of the page.

  • How does an integrated carrier calculate shipping charges?

    If an order is eligible for an integrated shipping service, the integrated carrier checks the customer's order information (i.e., shipment weight, shipment dimensions and origin/destination addresses) to assess an estimated shipping charge. Most often, the carrier uses only the Zip Code and not the entire address to compute the estimated charge. The actual shipping charge may slightly vary due to fuel surcharges and other fees when you create the actual delivery using the exact origin and destination addresses that the carrier requires to make the shipment. If this becomes a problem, you can consider adding a small handling fee to each integrated shipping method to help cover the spread between estimated shipping charges and actual shipping charges.

Payments

  • What payment options can I offer? Do I have to offer PayPal?

    You don't have to offer PayPal. It's just one of the options you can give your customers. Here are all the payment method options:

    • Purchase Order: A Purchase Order Payment Method is paid by the customer with a purchase order. This is typical of business to business commerce or an option provided to select user groups. Customers are asked to enter the Purchase Order number upon checkout.
    • PayPal: A PayPal Payment Method is paid for by the customer with their PayPal account information. You must setup a PayPal Payment Gateway to process these transactions.
    • Credit Cards: American Express, Diner's Club, Discover, JCB, MasterCard and Visa are all available Payment Method options. Card holding customers pay using their credit card information. Credit cards must be processed using an integrated billing processor.
    • Google Checkout. You must set up a Google Checkout account to use Google Checkout on your store.
  • Why do my customers leave my store to pay for orders?

    PayPal Express Checkout and PayPal Payments Standard require the customer to complete the order from a different website.

  • Do I have to use an integrated billing processor?

    A billing processor is mandatory only for some of the Payment Methods featured on Auctiva Commerce. PayPal will require an integrated billing processor in order to complete these orders. You do not need an integrated billing processor for Checks and Purchase Orders. To learn more about integrated billing processors and the Payment Gateway feature in Auctiva Commerce, read the "How to add a Payment Gateway" tutorial.

  • Can I add a new payment for an existing order?

    Yes. There are many reasons why a customer might need to issue an additional payment for the same order. When this happens, you will need to have the customer's billing information handy in order to record the new payment in Auctiva Commerce. Follow these steps to add a new payment to an order:

     

    • Go to Order Manager page by clicking on the Orders icon located in the upper-right corner of the Auctiva Commerce administration.
    • Find the order that needs a new payment. Use the search tool if necessary. Click on the "Details" link to the right of the order to load the Summary page of the order.
    • On the left-side menu, click on the "Payments" link. This will load the Payments page that displays the order payment processing details.
    • Click on the Add a New Payment button on the Payments page.
    • If the payment needs to be processed electronically, choose the Process Payment option. If you are simple recording a new payment, choose the Record Payment option.
    • Choose the Payment Method and enter in the relevant information, including the customer's billing information if necessary.
    • Click on the Save button.

Customer Support

If you have been unable to find the answer you were looking for using our Help documentation, please file a customer support request. We have customer support professionals ready to help you 24 hours a day, Monday - Friday (excluding major holidays.)