AbleCommerce FAQ

Have a question about eCommerce? Start with the eCommerce FAQ below.

1 How do I get a new store?
2 I cannot remember my password, or my account is disabled.
3 How does another employee get access to my store to add products to sell and run reports?
4 A customer could not complete an order because the charge was declined or not authorized.
5 How do I issue a full or partial refund to a customer?
6 A customer is tax exempt and I want to refund the amount of the tax back to the customer.
7 I want to use MY logo, not WVU’s.
8 Am I notified when a purchase has been made?
9 How do I change the store name as it appears on the Home Page?
10 Why didn't my customers get an email giving a notification that the credit card authorization failed?
11 When I export the Attendee report to Excel, why don't I see all the answers to product template questions?

How do I get a new store?

New stores are now being created in a new eCommerce tool. View the information at the FAQ for the new WVU eCommerce Software.

I cannot remember my password, or my account is disabled.

View the eCommerce Password Reset article for steps to reset your password. If you are unable to reset your password or your account is disabled, submit a ticket to ITS.

How does another employee get access to my store to add products to sell and run reports?

Any employee who will be a store manager, report admin, catalog admin, website admin, or anything other than a customer, needs to complete an online usage agreement. Attending eCommerce training is strongly recommended.

A customer could not complete an order because the charge was declined or not authorized.

Verify that the customer attempted to purchase an item. Do this by logging in, clicking Admin, and then viewing the Problem row in the Order Summary in the Dashboard. Details for unsuccessful orders are displayed here.

As credit card information is not stored in eCommerce, please ask your customer to try the purchase again, use a different card, or call the credit card company to find out why the charge was declined (low balance, untrusted site, wrong billing address, etc.)

How do I issue a full or partial refund to a customer?

View Requesting a Refund for an eCommerce Customer.

A customer is tax exempt and I want to refund the amount of the tax back to the customer.

View Requesting a Refund for an eCommerce Customer.

I want to use MY logo, not WVU’s.

You are not allowed to do this. Removing the WVU logo is against the rules set by WVU in agreement with the State Treasury Office.

Am I notified when a purchase has been made?

View the Managing eCommerce Email Templates article.

How do I change the store name as it appears on the Home Page?

After logging in to your store, click the Admin icon and then the Store icon, both in the upper right corner. In the lower-left corner, change the Mode to Edit Page. Click the Edit icon for the Content field. The HTML will contain the default store name which you can change to a different name.

Why didn't my customers get an email giving a notification that the credit card authorization failed?

Please view the Managing eCommerce Email Templates article.

When I export the Attendee report to Excel, why don't I see all the answers to product template questions?

All answers to product template questions will be displayed in the Attendee(s) column in Excel. You may need to stretch the cell to increase its height to see all answers.

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