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General Questions

• How do I process refunds within BigCommerce?

  Difficulty Level: General Information Tools Needed: Control Panel It is possible to do refunds through the BigCommerce Control Panel if you are using one of these gateways: - Authorize.net - PayPal Website Payments Pro - QuickBooks Merchant Services - PayPal Express Checkout For other gatew ...

• How much disk space can I use?

  Difficulty Level: General Information Tools Needed: Statistics BigCommerce Plans The amount of disk space you are allowed to use is based on the BigCommerce plan you have: BigCommerce Plan Disk Space Bronze 200 MB Silver 300 MB Gold 500 MB Platinum 1 GB Diamond 3 GB How is Disk Sp ...

• How do I pass conversion data back to a third party or affiliate program?

  Difficulty Level: General Information Tools Needed: Control Panel, Affiliate Program If you need to pass order data to a third party, they will provide you with conversion tracking code, which will contain simple HTML or JavaScript and may look something like this: You should paste this co ...

• How do I change the address to which the password reset e-mail is sent?

  Difficulty Level: General Information Tools Needed: Control Panel When the password is forgotten, the best option is to use the steps provided here. The password reset email will be sent to the email address associated with the specific control panel User account. This article will show you ...

• What's the difference between UPS and UPS Online Tools?

  Difficulty Level: General Information Tools Needed: UPS Account Both UPS and UPS OnLine Tools are ways to receive real-time quotes from UPS for your customers. However, UPS OnLine Tools' quotes are updated much more often than UPS. While the latter is easier to setup, it can sometimes have ...

• How do I remove the BigCommerce link in the bottom of the order notification emails?

  Difficulty Level: Advanced Customization Tools Needed: HTML, CSS, Design Mode 1.) Login to your store's control panel. 2.) Click on Design. 3.) Click on the tab called Emails. 4.) Expand the folder labeled Snippets by clicking on the plus sign to the left of the folder. 5.) Find the Emai ...

• How do I change my admin password?

  Difficulty Level: General Information Tools Needed: N/A 1.) Login to your store's control panel. 2.) Click on the Users link in the top of the page. Then you will see the administrative accounts that have access to your control panel. 3.) Click on the Edit link that is on the right column ...

• What does "Security Header is Not Valid 10002" for PayPal mean?

  Difficulty Level: General Information Tools Needed: Control Panel, Log Files, Paypal If you are getting an error message within your shopping cart it will appear generic on the storefront. In order to see what the exact error message you will need to go to Tools and then Store Logs in your ...

• What order information does BigCommerce send to PayPal?

  Difficulty Level: General Information Tools Needed: PayPal BigCommerce sends the order total and the order amount to PayPal. This means that once someone places an order with PayPal you will need to look within the BigCommerce order to see what was ordered, and how much the price for each l ...

• How do I cancel my BigCommerce store?

  Difficulty Level: General Information Tools Needed: N/A If you're having difficulty using BigCommerce, please contact us for help. We're committed to helping your e-commerce store succeed and we may have a solution for your problems. Please also check the BigCommerce support portal and ou ...

• How do I type using single spaces in the website pages?

  Difficulty Level: General Information Tools Needed: Built-in WYSIWYG HTML Editor In order to type a paragragh using single spacing instead of the standard double spacing you can press Shift + Enter at the end of every line and it will force the line to break and stay in single space format.

• Are you not finding what you are looking for?

  Difficulty Level: Getting Started Tools Needed: The Below Form Step 1: Submit your idea in the form below. Step 2: We will create a KB article for you in the Support Portal. Step 3: We will email you when the article has been created. Loading...

• Can my store be at a subdomain of my existing site?

  Difficulty Level: Getting Started Tools Needed: Control Panel,Your Domain Registrar Yes, BigCommerce can reside at any domain you own and can change the DNS records for. Many sites have multiple parts to it, for example a store and a blog, which are on different subdomains. If you'd like ...

• Troubleshooting FTP with your BigCommerce Store

  Difficulty Level: General Information Tools Needed: FTP Client Jump to: Check your FTP settings in 4 easy steps Common FTP Errors and their meanings 530 Login Incorrect 550 Access Denied Server/Connection/Operation Timed Out 500 No Data First Things First Figure 1 You want to make sur ...

• What types of content can BigCommerce host?

  Difficulty Level: General Information Tools Needed: N/A Although BigCommerce allows full customization of the webpage content and styles, it does not allow modification or addition of server-side code. Examples of supported content HTML Pages CSS Stylesheets Javascript (client-side) Adobe ...

• How do I change the add to cart quantity dropdown to a text box?

  Difficulty Level: Advanced Customization Tools Needed: HTML, CSS, Design Mode By default, customers can only add quantities of 1 to 30 with the dropdown box. You can change this to a text box, however, and then customers can enter in their own quantity outside of this range. If you are look ...

• How do I add links to the footer?

  Difficulty Level: Advanced Customization Tools Needed: HTML, CSS, Design Mode When customizing your store, you may wish to edit the links that are available in the footer. This usually includes links to your Terms & Conditions, Returns, Shipping Information pages, etc. While it is easy ...

• Can I modify the robots.txt file?

  Difficulty Level: Advanced Customization Tools Needed: Robots.txt, Control Panel BigCommerce provides a robots.txt file for you. It it located at: http://www.yourdomain.com/robots.txt Note: We do not recommend making changes to this file, and it will directly affect what pages are crawled b ...

• Why am I seeing the message "Some Of Your Template Files Couldn't Be Upgraded"?

  Difficulty Level: Advanced Customization Tools Needed: FTP, HTML, CSS, Control Panel Automatic Template File Upgrades When you schedule an upgrade to a newer version of BigCommerce, we’ll attempt to automatically upgrade your customized templates to include new changes. This process ...

• Can I have HTML files within the root of my FTP?

  Difficulty Level: General Information Tools Needed: N/A If you are wanting to place an html file within your FTP directory, you will need to place that file within the content folder, or within the other directories that we have provided. Several examples of these directories that we provid ...