FAQs
With so many features built into our platform, it’s likely you’ll have some questions. Below are the ones we’re asked most often.
Setup
How do I upload products?
At the top right of the Products tab, click the button Import which will prompt you to upload a product file. The formats currently supported are .CSV and .JSON.
Click Choose File and select the product file you wish to upload. Once selected, hit Upload and a preview of the products will appear.
To continue, select Import at the bottom of the tab. After the file has been imported, a results tab will display successful and failed added products.
What is the difference between coupons and promotions?
Coupon codes can be used by customers at the time of checkout. Promotions are similar to coupons, but they are set at a store wide level, making them ideal for special events and holidays.
Plans and Billing
How do I upgrade my account?
Within the account page under Settings, click Change. This will present you with the different plans that Swell offers. Once you picked a plan, click the upgrade/downgrade button to complete the change.
How do I add a new credit card to a customers account?
Within the customers account page select Edit to edit the card on file. Click Add card on the popup and fill in the required fields. The billing address will auto complete with the address on file. If the new card has a different billing address make sure to update this field. Click Save once complete.
What happens if I miss a billing cycle?
If the card on file fails to process a billing payment, the store owner will receive multiple email notifications. If the payment continually fails to process, your dashboard can potentially be locked. You can update your card credentials under the account settings, if needed.
Troubleshoot
My store is not responding or loading?
If your store becomes unresponsive, check our status page to see if any downtime has been reported. If no issues are reported, please reach out to our support team at support@swell.is
The CSV file for products did not upload correctly?
An error message should be provided at the top of the page—this indicates the reason for the failed upload. Majority of errors are due to data formatting within the upload file. We recommend referring to the sample CSV file for examples of proper formatting. If you are unable to determine the cause for the error please reach out to our support team.
What is the difference between spent and redeemed under gift cards?
The spent tab keeps track of balances on gift cards that have been used doing checkout. The redeemed tab is for gift cards which have been created manually and then added to a customers account. When added to the customers account, the amount on the gift card is switched over to a credit on the account.
Updates
How do I learn about Swell’s new releases?
Release notes can be found within the personal account settings in the top left of the admin panel.