Knowledgebase: General
3dcart Support Policies

We're here 24/7 to Help

3dcart wants to help your store become successful, and we've gathered a team of individuals on our support team specifically for this purpose. They're here - 24 hours a day, 7 days a week - to guide you and do their best to answer any e-commerce question you may have as it relates to your 3dcart account.

We've also taken the time to create content-rich support articles and documents that help address many common issues and questions we receive from our community of 3dcart users. All of these can be accessed directly from our Support Portal.

Our goal is to help you make the best of your online business. Realistically however, there are limits on what 3dcart can and will offer assistance and support with.

This support policy is in place to help our merchants understand what we can and cannot support at the general support level. Our customer support representatives are available to assist you by email, live chat and phone; 24 hours a-day. However, to ensure proper expectations are met, we must ask you to become familiar with our support policy as soon as you create your account.

SaaS Hosting and Restrictions

3dcart is considered a "Software as a Service" (SaaS) offering. While the type of service we offer comes with hosting capabilities, we are not able to provide certain services that may be considered "normal" on other hosting platforms. This is due to security restrictions and PCI compliance rules we must adhere to in order to provide a secure eCommerce environment.

As such, we maintain the right to provide limited access to basic web services such as FTP, DNS management, database access and web server security. Furthermore, the 3dcart service will not support the installation or use of PHP scripts on your 3dcart service.

Support Restrictions

3dcart's support team is always available and willing to answer questions relating to the functionality of the 3dcart product and its user interface, settings, and other common instructional type questions.

While there are many areas we can offer full assistance with, please be aware of the following situations which might limit our ability to fully support your issues.

Domains and SSL

Our support team is able to assist you with questions and issues related to 3dcart domain registrations and SSL products provided through our services.

Restrictions
Domain registration and SSL products provided outside the realm of 3dcart services will need to be addressed by their individual service providers. Furthermore, integration and transfer of such services to 3dcart may incur additional fees in some cases.

Store Customizations

Your 3dcart store includes a wide variety of template themes which can be used to create a unique look for your business. If a customized design is what you're looking for, we have a great group of professional designers that would love to help you realize your vision.

On the other hand, you may elect to edit your designs on your own. Our platform is quite flexible and easy to use, allowing you to customize or even develop your own themes with just a basic understanding of HTML design and development. While individuals with a strong understanding of HTML and CSS development will find that our service is highly customizable and able to suit their needs.

Restrictions:
However, please understand that our general support personnel will only be able to provide support that is focused on the 3dcart platform itself. Under no circumstance will our support agents ever provide professional or value added services such as web design, development or consultation. As such, the 3dcart support team is neither authorized nor trained to provide any type of support for customizations made to your store's HTML and/or CSS coding if it varies at all from the default 3dcart templates. Furthermore, customizations using JavaScript cannot and will not be supported by the 3dcart support team at all.

E-Commerce Techniques and Best Practices
Our technical support team cannot provide any extensive advice or consulting on e-commerce best practices but, as a company, we will - whenever possible - post articles related to such topics on our 3dcart blog. We also provide professional consulting services to assist with specific optimization needs. Click here for complete details.

Connectivity Support

3dcart's support team will be able to assist you with basic connectivity issues related to common hosting features like FTP and email account connections.

Support will also assist with basic connectivity issues related to 3dcart's API services as well as connecting to any of the 3rd party services 3dcart has partnered with over the years.

Restrictions:
However, please keep in mind that the scope of our support in these areas is strictly limited to the connectivity of these functions and not the actual use, implementation or configuration of these services.

In addition, 3dcart is NOT able to support any third-party software which we do not directly integrate with.

Software Issues

If you have an issue specifically related to the functionality of the 3dcart platform - especially issues that appear to be caused by a possible programming malfunction - please contact us as soon as possible by submitting a trouble ticket, opening a support chat, or otherwise placing a call to our support line.

Posting about such issues in the 3dcart forums or social media networks will not allow us to properly address and correct the issues or concerns. Please help us in addressing your concerns by submitting them through the proper channels of our support services.

Using Our Community Forum

While we're on the topic of forums, 3dcart provides a user forum as a courtesy to our active merchants so they can exchange ideas and information about 3dcart and their individual online business experiences. It's our desire that every client has a positive experience within the forum. Therefore, we ask that you follow some general guidelines and rules when using our community forum.

Please ensure:

  • That your postings are relevant, on topic and productive
  • That you show courtesy and respect to other posters and forum members
  • That you also extend the same courtesy to 3dcart personnel within the forum

We will not tolerate:

  • Inflammatory or objectionable postings meant to harass
  • Postings deemed as abusive to other posters
  • Spam or postings that advertize products or services not affiliated with 3dcart.

We also reserve the right to amend or remove postings that are deemed inappropriate as well as exercise our right to remove or limit individual users and their ability to post without notification.

In closing
Thank you for familiarizing yourself with our support policies. As stated, we will do our best to address and correct any issue you may have - as long as it falls within the scope of support established in this document.


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