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Las Vegas, NV Location
1980 Festival Plaza Drive, Suite 300
Las Vegas, NV 89135
702-515-2057
Tampa, FL Location
5201 W Kennedy Blvd, Suite 720
Tampa, FL 33609
813-556-7990
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Importing and exporting files on Big Commerce can seem like a daunting task at first but with the steps and video listed below you should be able to import and export with ease.
Before Getting Started
To import and export on Big Commerce you will need access to a program like Excel, Numbers, or Google Sheets that supports CSV and XML files. CSV is recommended due to the fact that it is needed if you plan to import exported data back into Big Commerce.
The CSV requires certain fields for import.
Creating new products requires:
Importing product images must have:
When importing SKUs they must have the:
For other common issues visit the Big Commerce troubleshooting page.
Choosing An Export Template
Big Commerce provides two export templates.
Bulk edit (recommended) – This template allows you to skip steps in the import process since it prefilled headers that are the same as the ones Big Commerce uses.
Default – this template only has basic fields like name, weight, description, and price.
You can make your own custom template and decide which export fields to include.
Export Your Products
Importing Products
Steps to take if you used the Bulk Edit
Creating New Products Via Import
When adding a new product there are some things that are required.
Required fields for a new product:
Leave this field blank otherwise the product will not upload correctly
To ensure import runs smoothly do not import more than a couple hundred items and use the Bulk Edit CSV if possible.
Importing Product Options
To create product variants tied to product options, you will need to add sub-product SKUs or Rules with those attributes. The easiest process is to create the base product first, export it, then add the SKUs or Rules.
Importing Product Images
As mentioned above images have requirements they are:
There are two ways to import an image:
How to import using the image path:
Ex:
Uploading through WebDAV:
Exporting Specific Products
There are three ways to export specific products. They are selecting individual products, export products based on search or view, export products belonging to a certain category.
Here are the steps to export select individual products:
Order Notifications
Order notifications and order messages are a great way to keep you, the merchant, updated about new orders and customer concerns. Order notifications are sent via email to you when an order is placed and has helpful info like order details and a link to your store to view the order. Like order notifications, order messages are also sent to your email and will have info like the customer’s name, order ID, message, and a link to view the message within your store.
Here’s an example of an order notification:
Here’s an example of an order message:
Enabling Notifications
How to set up email notifications:
When the page refreshes, click the Email Message tab to the right of General Settings. In the Email Address field, enter the email address(es) you would like to receive notifications. If entering multiple addresses, separate them with a comma, and Save your changes.
If you would like to receive a sample to the email(s) you provided use the Test Notification Method.
Forwarding Invoices
You can forward customer invoices to an email or emails. Here’s how:
Text Via Email
Most major cellular providers give you the ability to send a text message via email using a unique email address. You can use this to receive notifications on your phone by entering your phone number’s email address in the email address field as described above.
For example, if your number is 555-123-6789, and AT&T is your cellular provider, then your email address would be 5551236789@txt.att.net.
If your provider is not listed here, inquire with your cellular company if you can send text messages via email.
Contact Us
Set up a free consultation and allow us to review your e-commerce website and assess your needs. Contact us online or by phone. The number for the Tampa location is 813-556-7990 and the number for the Las Vegas location is 702-515-2057.
There are times you may have to go into a placed order to change some details. The most likely occurrence is when a customer reaches out to change an aspect of their order, whether it be a simple typo or a different shipping address these can all be easily adjusted in the control panel by the store owner or those with the right credentials to access that information.
Order Details
When editing an order, the following details can be changed:
Once payment is approved you cannot go back and add things. If a customer would like to add more items you’ll have to create a new purchase order and if they would like to remove items a refund will need to be issued.
Order Editing Process
To edit an order that has already been charged:
The Edit an Order screen is broken down into four parts:
Contact Us
Now that you know how to edit your orders you can leave the marketing-related e-commerce factors to us. Contact us online or by phone. The number for the Tampa location is 813-556-7990 and the number for the Las Vegas location is 702-515-2057.
Customer Info
The Customer Info section is where you will make corrections to an order’s email address or billing information. When editing a guest order, the Order for selection will be set to New Customer. If you are editing an order created by someone with an existing customer account, the Order for selection will be set to Keep existing customer details. When editing an existing customer’s order, keep the default setting to ensure the changes are saved to the correct account.
Editing a guest order
Editing an order from an existing customer
When making changes to the Billing Information section, you can choose to save the new changes to the customer’s address book via the Save to customer’s address book checkbox located at the bottom of the page.
Guest Orders From Existing Customers
A returning customer may accidentally check out as a guest. They will not be able to view that order in their history.
To resolve this, edit the guest order and change the Order for selection to Existing Customer. Enter the customer’s name, email address, or company name in the new Search field and select them from the list of customers that appear.
If the rest of the order is correct, click Next until you reach the Finalize step and click Save to save the changes. The order will now be linked to the returning customer account.
Items
The items section is where you will go to adjust items that have been purchased, as long as you’re not adding additional items after payment has been authorized. The items section could be utilized for example if a customer ordered the wrong shirt size or color. You would manually go in and adjust this so their order gets fulfilled correctly.
Shipping
The shipping section is where you will make adjustments to shipping details should a customer need that. A situation in which this will be required is if a customer put in the wrong shipping address or needs to split an order into two separate delivery destinations.
When viewing the shipping method, the original choice will be labeled as Use Existing Quote.
If you need to add a shipping charge, change the shipping method, or split the order to send it to multiple addresses (which will adjust shipping costs), a new order will have to be created. You will not be able to capture funds or authorize a new capture using the same order.
If you select None, this will remove any previously selected shipping and not assign any new shipping method. This is useful when updating an order from a paid shipping method to a customer pick-up method, where you won’t be charging for any shipping costs. When downgrading the shipping method, as in the above example, use the Refund action to provide a partial refund or provide a store credit to the customer’s account.
Finalize
This section is where you can view any changes and information associated with the order such as Customer Billing, Cart, or Shipping Details. If you are editing an order that has already been charged, you will see the payment option that was used, the transaction ID, and the payment status.
Further down the page, there will be a summary section. This is where you will apply any coupons or discounts.
*Note- Even though you can apply a discount or coupon to an order that has been charged, it will not automatically return the difference to the customer. If the amount charged is incorrect, we recommend canceling and refunding the order, and then either you or the customer would create a new order for the proper amount. You cannot edit gift certificates once they are applied to an order.
Near the bottom of the page, you will see boxes for Order Comments or leave a Staff Note. Comments are visible on invoices, while Staff Notes are only visible in the control panel and are not seen by customers.
Once you are done making change click Save.
Video Tutorial For Returns And Refunds
If you need additional guidance, Big Commerce has a video tutorial on how to manage return requests and order refunds.
Being able to manage orders and respond to messages is an important part of running a Big Commerce store. The steps below will help you understand and use the actions and different types of correspondence on your Big Commerce site.
Order Actions
To view order actions go to the View Orders page and on the far right side of the menu, there will be an Action button. Click that to view all actions such as editing the details of the order, shipping the products, and refunding a payment, just to name a few.
Performing actions on an order will change the status of the order, but manually changing the order status will not perform an action. For example, if you want to refund a customer’s order, you will need to use the refund action in this menu. Just changing the order status in the drop-down menu will not refund the order.
This video will give you a rundown of order management. At 2:28 it talks about the order actions menu.
Here is a list of all actions you can see in the Order Actions menu:
Detailed Explanation Of Common Actions
Some actions you’ll likely see more than others. It’s important to know as much as possible about these actions as possible. These actions are the Send Message, View Notes, View Shipments, and View Order Timeline.
Send Message
Customers can send you messages from their Account page if they have signed up. These messages will be sent to the email of your choice. This email can be reviewed or changed in the Order Notifications. When you receive a message they will be displayed in the View Orders page.
Clicking the message notification will take you to the View Messages page where you can reply by using the Send a Message button. In the control panel, the sender of the order message is the user’s email address, unless it’s the Store Owner user, in which case it appears as admin.
View Order Timeline
The View Order Timeline provides details about an order’s transactional history. Here you will find tax calculations and notifications of when payment authorization or capture took place, as well as the specifics of past refunds.
Orders will display this icon to indicate a timeline is available:
View Notes
The View Notes option allows you to add order comments or staff notes to an order without having to go through the edit an order workflow. Comments are visible on invoices while Staff Notes are only visible in the control panel and are not seen by customers.
Orders will display these icons to indicate a staff note or comment has been added:
Order Comments Icon:
Staff Notes Icon:
View Shipments
The View Shipments option will only appear if the Ship Items action has been used. View Shipments allows you to see the details of the shipment, update the tracking number, and print a packing slip — all without the need to visit the View Shipments page.
Skip to the 4:07 timestamp to learn more about the Ship Items action.
Order Actions In Bulk
Three actions can be performed in bulk:
To perform a bulk action, check the box to the left of each desired order, then select the action from the Choose an action drop-down menu and click Confirm.
This how-to guide is to help you understand the order process on Big Commerce. It will explain order statuses, changing an order status, and how they can be used during the fulfillment process.
How To View Your Orders
To view your orders and order statuses go to Orders and click on View.
Order Status
Order statuses are generally automatically updated when a customer or store user does an action. These statuses can be manually changed if needed. Below is a list of order statuses.
New orders that have been paid for will have a status of “Awaiting Fulfillment” (physical products) or “Completed” (downloadable products)
Pre-orders or backorder will have a status saying pending, awaiting payment, or awaiting fulfillment.
Here’s a list of all order statuses and their definitions:
Changing An Order Status
As mentioned earlier most order statuses will automatically be changed when a customer does an action on the store, but there are a few instances where items will have to be changed manually. For example, shipping items will change an order’s status to Shipped, whereas a Cancelled or Declined order status has to be manually applied.
To manually change a status:
When a status is changed the customer will receive an email notification. You can select which statuses trigger these emails in your checkout settings.
Order Status Workflow
While every business is different and you may find a different process that works for you here is an efficient way to handle incoming orders step by step.
2. On your orders screen, you will see there is a new order with the status Awaiting Fulfillment
3. You package the order and purchase the appropriate shipping label. You take the package to a shipping provider or schedule a pickup. In either case, you manually update the status to Awaiting Shipment, which indicates the order is ready to leave your business
4. Once the shipping company has possession of the item you go into Orders and click on View then click on the Ship Items button which changes the status to Shipped
5. Optionally, you could confirm receipt by the customer by emailing them the tracking number or other methods — then manually update the order status to Complete.
Status Change Notifications
You can select which order statuses trigger an email notification to your customers by editing your order notification settings. This is in addition to the Order Confirmation email (also known as the Invoice email), which is sent automatically. You can customize the email templates for both the Order Confirmation and Status update messages by going to Storefront and clicking on Email Templates in the control panel.
Order status notifications are universal and apply to all customers. For example, you can’t specify that a particular customer group doesn’t get a particular status notification.
Customizing An Order Status Label
You can customize the order status labels to something more specific to your business. For example, you could update the Awaiting Shipment status (which represents that an order has been pulled and packaged, and is awaiting collection from a shipping provider) to Package ready to be picked up by FedEx. This will not give it any additional functionality but can be used to provide more specifics for your customers or fulfillment team.
Here are the steps to rename an order status:
If you’d like to change a status back to the original status click the ellipses and select Restore to Default.
*Note- If your label is longer than 30 characters, it will be trimmed in the control panel but will show as full length to your customers.
Editing your store is crucial not only from an organization standpoint but from the customer side as well. You want your store to be as up to date as possible for customers while being accurate for you and your record-keeping. This how-to guide will discuss how to edit individual items and bulk items.
How To Edit A Product
Bulk Editing Products In The Control Panel
These are the product details that can be edited in the control panel:
If your product has a variant these are the details that can be edited:
For products that have many bulk items, you will want to use the Bulk Edit. To find the Bulk Edit option
Your editable items will be listed like this:
If you would like to view items with variants click the blue “+” icon.
To edit a cell simply click on it.
You can also click and drag on the small square icon in the lower-left corner of the field to make changes in bulk to specific product variations. This is useful when you want to add sale prices to only specific products or product variants.
To undo any changes click Discard.
If you would like to commit to the changes click Save.
Contact Us
Now that you’re an expert on how to edit your products you can leave the marketing-related e-commerce factors to us. Contact us online or by phone. The number for the Tampa location is 813-556-7990 and the number for the Las Vegas location is 702-515-2057.
Running a BigCommerce store is a great way to sell your products online. However, sometimes customers might add items to your cart, but never purchase them. Luckily, the BigCommerce platform keeps tracks of these “abandoned carts”. They also offer a user friendly way to contact customers who have left their cart full via “Abandoned Cart Emails”.
Read more
Las Vegas, NV Location
1980 Festival Plaza Drive, Suite 300
Las Vegas, NV 89135
702-515-2057
Tampa, FL Location
5201 W Kennedy Blvd, Suite 720
Tampa, FL 33609
813-556-7990
Social