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:

1. Check your internet connection - Try accessing other websites
2. Clear browser cache and cookies - Hard refresh with Ctrl+F5
3. Try a different browser - Test in Chrome, Firefox, or Safari
4. Check our status page - Visit status.bechna.com for service updates
5. Contact support - If the issue persists

Images Not Displaying

Problem: Product images or store graphics aren’t showing

Solutions:

1. Check image file formats - Use JPG, PNG, or WebP formats
2. Verify image file sizes - Keep under 5MB per image
3. Check upload status - Ensure images finished uploading
4. Clear browser cache - Force refresh the page
5. Re-upload images - Try uploading again if necessary

Slow Loading Times

Problem: Your store loads slowly for customers

Solutions:

1. Optimize images - Compress large image files
2. Remove unused apps - Disable unnecessary plugins
3. Check internet speed - Test your connection speed
4. Contact support - For performance optimization help

Product Management Issues

Products Not Showing

Problem: Products aren’t visible on your store

Solutions:

1. Check product status - Ensure products are set to “Active”
2. Verify inventory levels - Make sure stock isn’t set to zero
3. Review categories - Confirm products are in the right collections
4. Check visibility settings - Ensure products aren’t hidden
5. Clear cache - Refresh your store’s cache

Inventory Sync Problems

Problem: Inventory levels aren’t updating correctly

Solutions:

1. Manual inventory update - Update stock levels manually
2. Check import settings - Verify CSV import configurations
3. Review app connections - Ensure third-party apps are connected
4. Contact support - For automatic sync troubleshooting

Order and Payment Issues

Payment Not Processing

Problem: Customer payments are failing or not going through

Solutions:

1. Check payment gateway status - Verify your payment processor is active
2. Review payment settings - Ensure all required fields are configured
3. Test with small amount - Try a test transaction
4. Check bank account - Verify your business account is active
5. Contact payment provider - Reach out to your payment processor

Orders Not Appearing

Problem: Customer orders aren’t showing in your dashboard

Solutions:

1. Check order filters - Remove any active filters in order view
2. Verify date range - Expand the date range you’re viewing
3. Check email notifications - Look for order confirmation emails
4. Review order status - Check if orders are in “Draft” status
5. Contact support - If orders are completely missing

Shipping Calculations Wrong

Problem: Shipping costs aren’t calculating correctly

Solutions:

1. Review shipping zones - Verify geographic areas are set up correctly
2. Check shipping rates - Ensure rates match your intended pricing
3. Test shipping calculator - Place a test order to verify calculations
4. Update carrier settings - Refresh connections with shipping partners
5. 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:

1. Check email settings - Verify SMTP configuration
2. Review spam filters - Check if emails are in spam folders
3. Test email delivery - Send a test email to yourself
4. Check email limits - Ensure you haven’t exceeded sending limits
5. Contact support - For email delivery troubleshooting

Customer Can’t Contact You

Problem: Customers report they can’t reach you

Solutions:

1. Check contact form - Test your contact form functionality
2. Verify email addresses - Ensure contact emails are correct
3. Review phone numbers - Check that phone numbers are accurate
4. Test response times - Ensure you’re responding to inquiries promptly
5. Update contact page - Make contact information more prominent

SEO and Traffic Issues

Low Website Traffic

Problem: Not enough visitors are finding your store

Solutions:

1. Check SEO settings - Optimize page titles and descriptions
2. Submit to search engines - Ensure your site is indexed
3. Review social media - Increase social media presence
4. Analyze keywords - Research and target relevant keywords
5. 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:

1. Optimize product titles - Use descriptive, keyword-rich titles
2. Add product descriptions - Include detailed descriptions
3. Submit product feeds - Use Google Merchant Center
4. Check indexing status - Verify pages are indexed by search engines
5. 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

1. Detailed description of the problem
2. Steps you’ve already tried to fix it
3. Screenshots or error messages if applicable
4. Browser and device information
5. 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!