Troubleshooting Common Store Issues
Quick solutions to the most common issues you might encounter while running your Bechna store
Bechna Team
Published January 18, 2024
Troubleshooting Common Store Issues
Running an online store can sometimes present challenges. This guide covers the most common issues our merchants encounter and provides step-by-step solutions to resolve them quickly.
Website and Store Issues
Store Not Loading
Problem: Your store website isn’t loading or showing errors
Solutions:
- Check your internet connection - Try accessing other websites
- Clear browser cache and cookies - Hard refresh with Ctrl+F5
- Try a different browser - Test in Chrome, Firefox, or Safari
- Check our status page - Visit status.bechna.com for service updates
- Contact support - If the issue persists
Images Not Displaying
Problem: Product images or store graphics aren’t showing
Solutions:
- Check image file formats - Use JPG, PNG, or WebP formats
- Verify image file sizes - Keep under 5MB per image
- Check upload status - Ensure images finished uploading
- Clear browser cache - Force refresh the page
- Re-upload images - Try uploading again if necessary
Slow Loading Times
Problem: Your store loads slowly for customers
Solutions:
- Optimize images - Compress large image files
- Remove unused apps - Disable unnecessary plugins
- Check internet speed - Test your connection speed
- Contact support - For performance optimization help
Product Management Issues
Products Not Showing
Problem: Products aren’t visible on your store
Solutions:
- Check product status - Ensure products are set to “Active”
- Verify inventory levels - Make sure stock isn’t set to zero
- Review categories - Confirm products are in the right collections
- Check visibility settings - Ensure products aren’t hidden
- Clear cache - Refresh your store’s cache
Inventory Sync Problems
Problem: Inventory levels aren’t updating correctly
Solutions:
- Manual inventory update - Update stock levels manually
- Check import settings - Verify CSV import configurations
- Review app connections - Ensure third-party apps are connected
- Contact support - For automatic sync troubleshooting
Order and Payment Issues
Payment Not Processing
Problem: Customer payments are failing or not going through
Solutions:
- Check payment gateway status - Verify your payment processor is active
- Review payment settings - Ensure all required fields are configured
- Test with small amount - Try a test transaction
- Check bank account - Verify your business account is active
- Contact payment provider - Reach out to your payment processor
Orders Not Appearing
Problem: Customer orders aren’t showing in your dashboard
Solutions:
- Check order filters - Remove any active filters in order view
- Verify date range - Expand the date range you’re viewing
- Check email notifications - Look for order confirmation emails
- Review order status - Check if orders are in “Draft” status
- Contact support - If orders are completely missing
Shipping Calculations Wrong
Problem: Shipping costs aren’t calculating correctly
Solutions:
- Review shipping zones - Verify geographic areas are set up correctly
- Check shipping rates - Ensure rates match your intended pricing
- Test shipping calculator - Place a test order to verify calculations
- Update carrier settings - Refresh connections with shipping partners
- Review product weights - Ensure products have accurate weight data
Email and Communication Issues
Emails Not Sending
Problem: Order confirmations or marketing emails aren’t being sent
Solutions:
- Check email settings - Verify SMTP configuration
- Review spam filters - Check if emails are in spam folders
- Test email delivery - Send a test email to yourself
- Check email limits - Ensure you haven’t exceeded sending limits
- Contact support - For email delivery troubleshooting
Customer Can’t Contact You
Problem: Customers report they can’t reach you
Solutions:
- Check contact form - Test your contact form functionality
- Verify email addresses - Ensure contact emails are correct
- Review phone numbers - Check that phone numbers are accurate
- Test response times - Ensure you’re responding to inquiries promptly
- Update contact page - Make contact information more prominent
SEO and Traffic Issues
Low Website Traffic
Problem: Not enough visitors are finding your store
Solutions:
- Check SEO settings - Optimize page titles and descriptions
- Submit to search engines - Ensure your site is indexed
- Review social media - Increase social media presence
- Analyze keywords - Research and target relevant keywords
- Create content - Start a blog or add more product descriptions
Products Not Showing in Search
Problem: Your products don’t appear in Google searches
Solutions:
- Optimize product titles - Use descriptive, keyword-rich titles
- Add product descriptions - Include detailed descriptions
- Submit product feeds - Use Google Merchant Center
- Check indexing status - Verify pages are indexed by search engines
- Improve site structure - Organize products in logical categories
Getting Help
When to Contact Support
- Technical issues that persist after troubleshooting
- Payment processing problems
- Account access issues
- Feature requests or questions
- Performance concerns
What Information to Include
- Detailed description of the problem
- Steps you’ve already tried to fix it
- Screenshots or error messages if applicable
- Browser and device information
- Timing of when the issue started
Support Resources
- Knowledge Base: Browse our comprehensive guides
- Community Forum: Connect with other merchants
- Video Tutorials: Watch step-by-step guides
- Live Chat: Get real-time assistance
- Email Support: Submit detailed support requests
Prevention Tips
Regular Maintenance
- Update your store software regularly
- Back up your data monthly
- Monitor site performance weekly
- Review and test your checkout process
- Keep payment information current
Best Practices
- Use strong passwords and enable 2FA
- Regularly review your store analytics
- Keep product information up to date
- Test new features before going live
- Stay informed about platform updates
Remember, most issues have simple solutions. Don’t hesitate to reach out for help when needed!
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