2. Questions during Setup
Something does not appear in the shop
The most common cause is right at the beginning — it explains the majority of all cases.
My change has no effect
Changes to the eCom configuration only take effect once the data has been provisioned. Afterwards, the eCom system retrieves them automatically — depending on the setting every 15 or 30 minutes.
So first check: saved, provisioned, and waited long enough?
See Provisioning of data.
An uploaded image does not appear
Almost always it is one of these two causes:
- After upload, it was not saved. An uploaded image initially only resides in the temp folder; only Saving stores it properly.
- It was provisioned without the Images checkbox. Images are only transferred on request.
See Uploading images and Provisioning of data.
A container does not appear, although image and position are correct
Check the Status. Only Released appears in the shop — In progress, Completed and Deleted do not.
Also check the Display period From/To: If today's date is outside this range, the container remains invisible.
See Marketing container and Creating and positioning containers.
A customer sees fewer items than expected
Three causes are possible:
- the setting Do not display items without inventory
- the setting Hide product groups
- a order template with closed listing applicable to this customer, which limits the assortment to an item list
See Item overview page.
A document entry is missing in the customer's menu
For this, two conditions must be met:
| Condition | Without it |
|---|---|
| the associated right is set in the role | the entry is missing in the menu |
| there are documents of this type | the entry is also missing |
A customer without documents therefore sees nothing — even if all rights are set. This is a common stumbling block when troubleshooting.
See Documents.
The voucher field is missing in the cart
The setting Voucher input is not set. It works independently of the voucher management: Without the field, even a created, valid voucher cannot be redeemed.
See Maintaining settings.
A voucher is rejected although it is created
Go through the voucher fields — validity period, client, currency, usability and minimum order value. The message in the shop states the reason.
A special case: If Combinable with eCom discount is set to No and the special discount is higher than the voucher, the shop rejects it.
See Coupons and Special Discounts.
The main menu item “eCom" is missing in the web backend
Then there is no eCom licence. Without a licence, the menu item does not appear.
See Licensing.
The minimum order value is not checked
Check where you have maintained it. At the client, there is the Minimum order value twice — general and in the eCom tab. Only the value in the eCom tab counts for the shop.
The field Minimum order value (warning) has no effect in the shop at all.
See Maintaining client values for eCom.
A setting seems to have no effect at all
Some client fields do not affect the shop, even though they are maintained correctly. There are two different reasons for this:
| Field | Reason |
|---|---|
| Minimum order quantity, Minimum order unit | The shop does not evaluate them — they only affect the sales client. |
| Maximum item value, Warning at quantity | They are calculated, but their message is a Enquiry — and the shop always skips enquiries because no one could confirm them. |
The page Maintaining client values for eCom notes for each field what affects the shop.
Rights, Roles and E-mails
How can I tell which rights affect the shop?
By the blue cart symbol behind the entry in the role. Rights without this symbol do not affect the shop.
A complete list with the respective effect is provided in the service description.
I have revoked all rights, but the customer can still order
This is intended. The scope of functions is defined by the role, not the question of whether ordering is allowed. A customer with access can always order.
If a customer should not be able to order, they need a block on the customer. This comes from the ERP system and cannot be set in the backend.
How many roles do I need?
One per scope of functions. The eCom system works with its own employee and its own role — the rights therein apply to all shop customers of this employee.
Why is no e-mail sent for a process?
Most e-mails are linked to a subscription. Without assigned recipients, nothing is sent. Which process triggers which template via which subscription is shown in a table on the page Set up e-mail subscriptions and maintain templates.
A few processes work without a subscription — Password forgotten, Reset password and Address change go directly to the customer.
An exception without any mail: If a customer changes their password in the shop, no one is notified.
Which subscription must I absolutely not forget?
eCom - Notification of failed ERP export. Without this subscription, no one notices that a customer order did not arrive in the ERP system.
See Set up e-mail subscriptions and maintain templates.
I filtered the subscription list by “eCom” — is that enough?
No. The prefix eCom - only marks the exclusive subscriptions. Two general subscriptions are also triggered by the shop and are missed when filtering:
| Subscription | Triggered by |
|---|---|
Shipping of orders incl. Excel | every order — adds an Excel file to the order mail |
Customer master data change | an address change via My profile |
Go through the list once unfiltered when setting up.
The order confirmation to the customer contains no items
This is the default state — the mail contains only a short thank you, no items, no totals, no discount.
| What | Where | Who |
|---|---|---|
| Wording of the e-mail | Basic configuration \ Settings \ E-mail contents | Yourself |
| Item listing in the customer mail | Own template | Your project manager at DeDeNet |
The internal notification to the Backoffice, however, lists the items by default.
See Set up e-mail subscriptions and maintain templates.
To which address are the e-mails to the customer sent?
To the eCom user's E-mail address, i.e. the shop access — not to the address from the customer master data. If the customer changes it in the shop, from the confirmation onwards all further mails go to the new address; the master data remains unaffected.
See Set up e-mail subscriptions and maintain templates.
In the test system, all e-mails arrive with me
This is intentional. In the test system, all mails go to the address of the eCom employee from Basic configuration \ Employee — including those with the visible password.
The text then says “The e-mail recipients were rewritten in the test system! The original e-mail recipients were: …" From this you can read the actual recipient without needing a second e-mail account.
I cannot find the template for an e-mail
Subject and template name differ. This is demonstrated with resetting the password:
| Template | Subject of the e-mail |
|---|---|
| Password forgotten | Request - Reset password |
| Reset password | Confirmation - Password reset |
So search for the template by process, not by subject.
A customer requested access but receives nothing
If their details differ from the customer master data, the request goes to manual review in the backend. Only after approval does the customer receive their access data.
Check the open registrations and the subscription eCom - Kundenregistrierung.