Support FAQ for Commerce
Can we integrate Zoho Campaigns and Subscriptions, along with Commerce?
Zoho Commerce cannot currently integrate with Subscriptions. We do support integration with Zoho Campaigns.
Is it possible to integrate Zoho Inventory and Zoho Books org into Zoho Commerce?
Zoho Commerce is built using Zoho Inventory and Zoho Books. All transactions in Zoho Commerce will be available in Zoho Books or Zoho Inventory once it has been integrated.
Is there a way to add a pop-up for getting customers to subscribe to the brand's emails?
We can add pop-up to any store using a code snippet. Kindly contact the team at support@zohocommerce.com to gain access to these code snippets.
Why am I getting a "CRM account already in use" error while integrating first time with Commerce?
Check whether you have integrated this CRM account already with any one of the Zoho finance apps (Zoho Books or Zoho Invoice, Zoho Expense, Zoho Subscriptions, Zoho Inventory). If the error persists, don't hesitate to contact support.
Why is my shipping rate charged differently?
Check whether tax on shipping is enabled from Settings > Taxes > Tax Your Shipping Rates. If shipping rule is based on quantity or weight, check whether rate per item or rate per unit is enabled.
Can I make "Show In Store" On/Off for bulk products?
Yes, possible via import.
What should we do if we're getting the "Products already exist" error while performing an import update?
Make sure your import file contains both "Product ID" and "Variant ID", and it is not converted. Product ID and Variant ID must also be mapped correctly with corresponding columns in the mapping step of the import process.If you still get the same ...
What are the file types Commerce now supports while importing or exporting?
We only support CSV and XLS type of files while importing or exporting. This makes the migration process much easier for our customers.
What is the maximum file size that can be imported at a time in my store?
The maximum file size is limited to 10MB. Anything beyond this will affect the loading time for your website. Additionally, make sure to use optimized images to improve the health of your website.
Why is the product stock available in Zoho Commerce different from the stock available in Zoho Books or Zoho Inventory?
Zoho Commerce deals with physical stock of the product, whereas Zoho Books or Zoho Inventory deals with accounting stock. Physical stock includes Shipments (for stock out) and Receives (for stock in). Accounting stock includes Invoices sent (for ...
Can we choose not to integrate all of our products from Zoho Inventory with Zoho Commerce?
When linking Zoho Inventory to Zoho Commerce, all the products in the Inventory's organization ID will be included in the Zoho Commerce store. Within the Commerce store, there is a Show in Store option. This will help you with which products are to ...
Can we use a recurrent payment model?
We currently do not support a recurrent model of payment for certain reasons. However, we are working at implementing it in the future.
Can templates purchased from other platforms be imported into Zoho Commerce?
We cannot import templates from other platforms to Zoho Commerce. However, if you have a template in mind, you can reach out to our partners to work on the design aspects.
Why am I receiving a "No shipping methods available" error when I try to check out?
Usually, this message will be shown when seller-configured checkout data does not match the user-configured shipping rate or plan. Ask your user to verify the shipping area and rate that they have selected.
How do we show the SKU of products in the product detail page?
We can include a code snippet for this purpose. Kindly contact support@zohocommerce.com to raise this request.
How do I recover the details for an order that wasn't captured in Zoho Commerce despite the payment being received through the payment gateway?
In case of missing orders, first check in failed payments. Sometimes, due to minor technical issues, orders will move into the failed payments list, as the payment would have initially failed, then become successful after a few minutes.
How do we deal with multiple errors thrown at the checkout or while using coupons?
Feel free to reach out to support@zohocommerce.com with your domain name, store ID, and the error screenshot. Our support engineers will help you resolve each of these errors.
Why am I receiving an error stating "This product doesn't have any attributes. You can view and edit in Zoho Inventory" when trying to edit products in Zoho Commerce that were brought in from Zoho Inventory?
Check if the product reported has attributes included in Zoho Inventory. If not then please set attributes in Zoho Inventory and then try again. Incase of any further requirements kindly contact support@zohocommerce.com.
Sometimes Specifications don't appear on the storefront. How do we resolve this?
Check if Specifications have been enabled below Settings > Preferences under Store Settings. Select the Show radio button to display the specifications in the storefront. If in case of customized private themes, before the release of specifications, ...
Why can't I access a Zoho Commerce store that was shared with me through a user invite?
Sometimes a shared user may not have confirmed their account with Zoho via the email invite. Once you approve the email invite, you will be able to gain access. Another instance where a shared store is not visible to the user even after accepting ...
Why do issues occur in tax calculation?
Always check if you have configured Discount Before Tax or Discount After Tax in the inventory settings. You have to login to Zoho Inventory to verify this detail and make changes accordingly.
Why are customers receiving a messaging stating "Contact Admin" when trying to sign up for our Zoho Commerce store?
Check the number of users allowed for the store and number of users who have signed up. This usually happens when your sign up count has exceeded the allowed value.
What does the message "Site Construction In-progress" mean
You need to check if you have configured Tax, Shipping, and Payment Gateway for your Zoho Commerce store. If any of these are pending, then you will get this error.
Why are we receiving a "Data entered in your CSV/TSV file is not supported by us" error while importing products from another platform?
Check if the Product ID is formatted in the CSV file. If it is formatted, export it as an XLS, then edit and save it as a CSV or XLS file. If it is not formatted, check whether Product ID and Variant ID are mapped in the mapping preview that appears ...
How can we delete a Zoho Commerce store?
Contact our team and they'll help you with the store deletion process.
How can we display additional tax details within our store?
We can use a code snippet to help generate the exclusive tax details that you want to display within your store.
What are our options if the credit card cannot be processed, or any other errors occur during payment?
If error is thrown by the payment gateway, check and share the reasons for failure from the payment gateway website. If error is thrown during checkout (within the Commerce UI), then copy "Store ID" and contact our customer support.
Why are we getting a 'Transaction Locked' error while editing products?
Always check if transaction locking has been enabled in Zoho Books or Zoho Inventory. If it's not, get the Store ID and Product ID from your store and share them with the support team. They will use this information to assist you.
Why is a collection not listed in the storefront?
Always check if the collection has been added in the builder. If it is not added to the builder then it will not appear on the storefront.
Why is a category not listed in the Menu?
Always check if Show in Menu is enabled for the specific Category. If it is disabled, then it will not appear on the Menu.
Why are some products not listed in the storefront?
Sometimes minor settings affect the visibility of products. Always check if Show in Store is enabled for the particular product. The product will not be listed in the storefront if this is disabled.
How can we check the ORG associated with Zoho Inventory?
You can log in to www.inventory.zoho.com and check for all the inventory-related information there.
How can store owners change their primary email address in Zoho Commerce?
Store owners can change their primary email details under Settings > Organization Profile.
Can we have multiple stores on the same ORG in Zoho Commerce?
It is currently not possible to have multiple stores on the same ORG.
Could you mention some of the stores built using Zoho Commerce?
https://www.barakeh.life/ https://www.macsshortbread.com.au/ https://www.luxeqo.in/ https://www.pettree.in/ https://www.lymphedames.co.za/ https://www.lavendercraft.in/ https://www.sarashop.in/
How can we get customized requests fulfilled for our store?
Code snippets are an option to include customized messages. You can contact support@zohocommerce.com to get the available code snippets. Our engineers can also tweak some of the existing code to suit your requirements.
Does Zoho Commerce offer direct phone support?
We offer support through emails. You can send us an email at support@zohocommerce.com and we will get back to you over the phone or through remote sessions to understand your problems better.
Is it possible to integrate with custom payment gateways?
We do not currently support this feature, but are working on offering it in the future.
How can we migrate between Zoho Sites and Zoho Commerce?
You can send an email to support@zohocommerce.com. One of our expert engineers will guide you through the migration process.
How does Google domain mapping and forwarding work in Zoho Commerce?
To understand how Google domain mapping and forwarding works, head over to our help guide.
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