Store FAQ for owners #

This page answers the questions that owners and store managers ask once their store runs. Questions about whether the shop fits a business before launch are answered on the Store FAQ for businesses.

Orders #

Where do I see what needs doing today? On the Store dashboard, under "Work to do", orders waiting for the shop longest first. See Daily store routine.

Which statuses should my team use? Only the ones your process needs; write them on the status path worksheet. See Order statuses.

Can I stop the packing assistant from refunding orders? Yes. The permission to change statuses, shop/setstatus, can be limited with FromStatus and ToStatus. See Orders day to day.

Does setting "Refunded" give the customer their money back? No. A status change never moves money; refund in your payment provider's account, then set the status. See Returns and refunds.

Should I remove old orders? Usually archive them; remove only when your bookkeeping period has passed. See Data export and erasure.

Payments #

A customer paid with PayPal but the order is not marked paid. Why? Most often PayPal's notification does not reach the site, or the paid status points at a status you do not use. See PayPal.

Do card numbers pass through our website? Not with a redirect gateway such as PayPal; with an on-site card form they do. See Card payments and PCI.

Can we add another payment provider? Yes, with a gateway extension written by a developer. See Payment gateways.

Prices, VAT and discounts #

How do I change prices at midnight? Prepare the changes as drafts and publish at the moment, or use scheduled publication if your site has it. See Prices and currencies.

A VAT rate changes next month. What do I do? Change the percentage of the VAT type on the day, and place a test order. See VAT types and rules.

Do old orders change when I change a price or a VAT rate? No. Each order line keeps its own price, VAT value and discount. See VAT types and rules.

Can customers type a coupon code? No, not without an extension. Discounts follow customer groups. See Discounts.

Shipping and receipts #

How do I change the shipping cost? Ask your partner to change the flat cost in an override, and place a test order. See Shipping and handling.

Where do I put tracking numbers? The shop has no field for them by default; agree on one place. See Shipping and handling.

A customer lost their confirmation. What do I send? Their receipt link, if permanent receipts are on, or a forward of the shop's copy. See Invoices and receipts.

Does the shop create invoices? No. It gives receipts; invoices come from your accounting software or an integration. See Invoices and receipts.

Customers and data #

Must customers have an account? Not with the shipped setting; guests can buy. See Customer accounts.

A customer asks us to delete their data. Where do I start? Log the request, then follow the routine. Orders may have to be kept for bookkeeping. See GDPR requests.

Can guests use the wishlist? No, the wishlist needs an account. See Wishlists and baskets.

Reports #

Can I export orders to a spreadsheet? Not from the shipped order list. Copy the figures, or ask your partner for an export. See Store reports.

Is the revenue on the dashboard what reached our bank? No. It is order value; your bookkeeping stays the reference. See Store reports.

Getting help #

Who do I ask when something in the shop seems broken? First your partner or host. A bug in Exponential itself can be reported on https://github.com/se7enxweb/exponential/issues; a security problem privately to [email protected] (SECURITY.md). The help's report page in the administration is at /exphelp/report.

Related pages #

• Running your store
• Store FAQ for businesses
• When something goes wrong
• Free documentation: this page is free to copy, translate and improve under the GNU FDL 1.3.