FAQ & Nice to know

A collection of frequently asked question and other nice to know information.

Changing the store status.

It is possible to close the online store or choose to only close the checkout. This allows you to take the store offline, choose to only show the products, but not allow shopping.

Status of the online store
The status of the online store can be changed via “Configuration > General”.

Store open: The store is visible and open for shopping.
Checkout closed: Customers can see the online store and the products, but cannot shop.
Store closed: The store is offline, not even the administrator can see the front page of the online store. A "Closed" message will be displayed on the front page. The control panel is still available as normal.

I've forgotten my password 😢

If you've forgotten your password, you can easily request a new one directly from the login page by clicking on "Forgotten password?".
You will receive an email from us with instructions on how to create a new password.
If you need further assistance with logging in, you can easily get in touch with us via www.mystore.no/kontakt-oss.

I need inventory for a specific date.

If you need to check inventory and stock value for a specific date, head over to Logistics > Stock Value Report. This report get generated every night and stored on our servers.

Do you have on-call for critical issues?

Sure do! If you experience errors outside of office hours, you can use our critical support form on our website.
Before submitting an inquiry, check status. If the problem is listed there, we are already working on the matter and will keep you updated on what is happening. You can find our status page on our website.

Problems With The Cash Register (POS)?

If you have problems with the cash register or bank terminal, you can also use our help center for troubleshooting.

Cost

Please note that errors/problems not due to errors in Acendy's network are invoiced according to current prices. Minimum rate is NOK 1250 excl. VAT, outside ordinary opening hours.

Does my store get backed up?

Acendy has the following routines for data backup:

Every Hour: Critical data is backed up every hour, including orders and customer records.
Every Night: Every night, we run backups on all our servers, including files and databases. We store a backup in the data center and send a backup set out of the data center to ensure security in case of fire or other natural disasters. Daily backups are stored for 1-3 months before being deleted.

Can I take out a backup myself?

No, we do not have solutions that allow you to take a complete backup of your data. However, you can retrieve order, product, and customer data in CSV/Excel format.

Can I have my store in another language?

Yes, it is possible to have both the admin / control panel and the storefront in English. For the admin you can change the language in the upper right corner where your company logo is.
To achieve another language in the storefront, you need a language integration app.

Once the language pack is set up, you will have a widget on your site where customers can select a language.

When the customer selects a language other than Norwegian, system and product texts are replaced with the language the customer has chosen.

What are "Credits"?

Credits are used as payment for services that have a lower cost and are billed per use. This article explains what credits are and how they are used within Acendy.

One credit is equivalent to one krone and is used to pay for services with a lower cost that are charged based on usage.

Examples of Services Using Credits

Sending SMS messages
Printing Logistra labels
Looking up phone numbers in the cash register

Purchasing Credits

The minimum amount you can purchase credits for is 500 kr.
You can order credits directly in the control panel by clicking on the credits icon in the top line of your control panel.
Here, you will also find a history of usage and purchases.

How do I cancel my store subscription?

Hopefully you never will, but if you wish to cancel your agreement with Acendy, send a cancellation from the control panel in the online store.

Procedure

Go to the front page of the control panel.
Click on your logo (account icon) in the upper right corner.
Click on Customer relationship > Cancellation.
Follow the instructions on the screen.

What should be done before the agreement period expires?

It is recommended to retrieve products, product images and other data you need before the online store is deleted/agreement period expires.
You can read more about Export of Product CSV and Export of customer lists in these articles.

Rental of payment terminal

Upon termination of the customer relationship, we need to have the payment terminal returned to us if you have used Datakasse - physical store with us. The payment terminal can be sent back to:

Return address
Mystore AS
Stakkevollvegen 39
9010 Tromsø

Third parties

If you have entered into agreements with third parties such as Vipps, Klarna, Logistra, Profrakt, Spedify or other suppliers, you must submit a cancellation directly to them if you do not want to keep the customer relationship. We unfortunately do not have the authority to cancel agreements entered into between you and a third party.