Help

FAQs

  • What happens to my Auctiva Commerce store if I cannot pay?

    You have a 15 day grace period after your monthly statement is calculated and released to you in which to pay your bill. In the event that you fail to reconcile your account during this time, your account will be suspended and your store placed On Hold. However, we will keep your store data on hand so that in the future you can reconcile your account and reactivate your store.

    Read on...

  • Why does Auctiva Commerce log me off automatically?

    We do this to prevent others from misusing your account. Sessions end 90 minutes after your last activity.

    Read on...

  • Can I change my store name?

    Yes. Go to Store> Configure> Store Settings. Find the Store Name field and enter in the name. Click the Save button. Be aware, that your store name is will also appear in an order confirmation in the "Write checks to" field when the Mail (i.e., mail checks) Payment Method is enabled. If you do not accept checks on your storefront, this is not an issue.

    Read on...

  • Can I add different currencies to my store?

    Yes. Auctiva Commerce supports many different currencies. You can add currencies under Store> Configure> Currencies. The base currency for an Auctiva Commerce store is the U.S. Dollar (USD) by default. You can change this by adding a new currency, then deleting the USD currency. The base currency is always the currency displayed in administration. But, this does not have to be the currency that will also display to your customers in your store. A variety of new currencies can be added in your store settings. The new currencies and their respective exchange rates will convert to the base currency. Make sure your exchange rates are up to date when your store is using different currencies. Read the How to manage Store Currencies tutorial for more information.

    Read on...

  • Why are the "Add to Cart" buttons not showing on my store?

    If no product shows the "Add to Cart" button, then you probably have the Suspend Purchasing mode enabled. The Suspend Purchasing mode acts like a safe mode for store owners. When the Suspend Purchasing mode is enabled, all the "Add to Cart" buttons on the storefront are hidden. This means your customers can shop but will not be able to order products. Use this mode when you start the set up of your store (i.e., setting up shipping methods, payment methods, products, etc.) Once you are ready to take your first order, disable the Suspend Purchasing mode. The "Add to Cart" buttons will display, except for where you've deliberately set the buttons to be hidden per product. You can also use this mode if you discover a serious error; suspend purchasing until you have fixed the problem. Go to Store> Configure> Store Settings and locate the "Enable Suspend Purchasing Mode" on the bottom of the page to enable/disable this feature.

    If just one or a couple of products are missing the "Add to Cart" button, see the Display Options section on the product Details page for each product. Follow these instructions:

    • Go to Inventory> Manage Inventory. Navigate to the product.
    • Click on the "Edit" link for the product.
    • Check to see if the Disable Purchase box is checked in the Display Options section. If checked, that means that the "Add to Cart" button is hidden.
    • Uncheck the Disable Purchase box.
    • Click on the Save button to finish. Review the storefront to see if the changes worked.

    Read on...

  • 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.

    Read on...

  • 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.

    Read on...

  • 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.

    Read on...

  • 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.

    Read on...

  • 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.

    Read on...

  • 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.

    Read on...

  • Can customers simultaneously use volume discounts and product coupons?

    No. Discounts that are offered globally only apply to products that don't already have a discount offer on them since products can only have one discount at a time. When a customer applies a global discount (i.e., an "Order Discount") after a product discount has been entered, Auctiva Commerce will remove the product discount and apply the global one. A prompt warns the customer about the change.

    Read on...

  • 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.

    Read on...

  • 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.

    Read on...

  • 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.

    Read on...

  • Can I create image folders to group my photos?

    Yes, you can create categories to group your photos. Before you upload images, make different folders for your images using the Image Manager. Follow these instructions:

    • Go to Inventory> Manage Images.
    • Click on the Manage Image Folder button in the Image Management box. The Image Folders page will load.
    • Click on the Create Folder button.
    • Enter a name and description.
    • Choose a color for the folder. This is for display only in the Image Manager.
    • Click on the Save button.

    Now, when you are uploading images, you can choose this folder from the drop down menu of the Image Uploader (Inventory> Upload Images).

    Read on...

  • 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.

    Read on...

  • 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.

    Read on...

  • 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.

    Read on...

  • 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.

    Read on...

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.)