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Frequently Asked Questions
 
I have signed up but have not received my logon details email.

If you have not received the email within 5 minutes of registering. it is most likely because you have entered your email address wrong. Please register again taking extra care with the email address. If it still does not work, then check that your email address can receive emails. If this is ok, then try a different email address.

I have received my username and password, but I cannot log in, why?

If you have just signed up, the logon details sent to you in the email will work. If you cannot get them to work, then check you are entering your email address as the username and cut and paste the password from the email. If this fails then try it on a different computer.
If you have previously been able to login and now cannot, then you have most likely changed your email address on the 'user details' screen. This also changes the username you need to use to logon. Make sure you are using your current email address to logon with.

How do I charge different countries / states different tax rates?

On the web control panel, select 'Set Tax Options' and then select 'Advanced' You can specify 6 tax bands for all countries/states/regions.

Which Payment Service Provider is the best?

This is something we get asked a lot, but is very difficult to answer. It depends what your priorities are, whether you have a merchant account and the amount you expect to turnover. Please click here for more information.

RomanCart seems very good value - is there a catch?

There really is no catch - we are offering this product at the lowest possible price. We think it's a really good system and would like as many merchants to use it as possible, which is why we have a free version.

I cannot seem to login to the user forums

The user forums are a third party add on to our website. You have to register on the forum to obtain a username and password, you cannot use your RomanCart logon details.

Do you give discounts to multiple RomanCart purchases?

Unfortunately not, we are offering RomanCart at the lowest possible price already.

I have 'Not Completed' transactions - what does this mean?

When a customer clicks on a payment button at the checkout the status of the transaction is set to 'Not Completed' this means that they have gone to a payment gateway, but RomanCart has not been informed of the outcome of the transaction. If at this point the customer closes their browser without paying the transaction will stay with the status 'Not Completed'. If the customer pays at the payment gateway, but the payment gateway fails to inform RomanCart of the outcome then the status also remains at 'Not Completed'. In the vast majority of cases these transactions are where the customer has come to the point where they have to actually part with their money and have decided not to.

How do I sell downloadable items?

One way is to zip up your downloadable files you are selling and name them with cryptic names. e.g. 727438927334.zip An unscrupulous customer is very unlikely to be able to guess this filename and so will have to pay to retrieve the file. Of course, the customer might email the link to their friends who could then download it without paying, but equally they could simply email the file. You will need to upload the files to your own webspace, and enter the details of the files on the 'Configure downloadable products' area of the RomanCart web control panel.
If you want to have the downloadable items sent in an email to the customer at the time of purchase, and also have a link set up for them to download the item, which only works for a couple of days, then you can use the 'RomanCart Digital Vault' this is available to RomanCart users subscribing to the 'RomanCart Silver Subscription' or above.

I am testing various configurations, but sometimes things don't seem to be working properly. Why is this?

If you are testing the cart, always empty your test cart when you change any configuration using the web control panel, such as tax settings. Any items in the cart when a configuration setting is changed might cause unexpected results. In the same way, if you are making a major change to the cart using the control panel, it is advisable to make your shop unavailable for a time beforehand, to ensure that there are no customers with items in their carts at the time of the configuration change (this only needs to be done when the change might affect products. Cosmetic changes should not cause problems to carts in use).

Why does it say 'Invalid product' when I click on my 'add to basket' link/button?

This is because you have 'Secure Products' switched on on the RomanCart web control panel. Either set up a secure product definition with the correct item name, or switch the 'Secure Products' functionality off.

Why am I not receiving my sales confirmation emails?

Firstly check that your email account is actually working and you havn't reached any mailbox limits or quotas. Then make sure your confirmation email is not the same as your return email address on the email tab of the 'Configure other options' section of the RomanCart web control panel.
Make sure that the order you are testing is actually paid, and not marked as 'Not Completed' on the RomanCart Sales Manager. If you paid the order and it is still marked as 'Not Completed' you should check your Payment Service Provider settings on the RomanCart web control panel, and make sure you have followed any instructions for the PSP you are using. If the sales manager shows that emails have been sent, but you have not received them, it is a problem with your email account not receiving the emails.
Use the 'test email' link on the email tab of the 'configure other options' page to send a test email. If the email addresses are correct, the test email is sent successfully, but you are not receiving it, then it is likely that your mail server is discarding the email as spam - check any configurable spam settings and inboxes on your email account. If all else fails, you should speak to your mailbox administrator.


To show my appreciation, I'd like to put a link to RomanCart on my website - what do I do?

Please put the following link on your website : RomanCart <a href="http://www.romancart.com">shopping cart</a> Please also ensure your website is listed with Google. Click here to do this now."

I am using HSBC as my payment gateway, but it does not seem to work?

Firstly make sure you are in test mode. Then make sure you have entered the hash key and other information correctly into the RomanCart/HSBC configure screen on the RomanCart web control panel. If you have done both of these, then give HSBC a call and get them to go through the hash key with you letter by letter, and make sure you have entered it correctly with the correct case. When you want to set your HSBC account to live, you have to ask hsbc otherwise an error is displayed.

Why do I get the following message after a completed transaction?



This is because you have images on your Cart which are not stored on a secure server, but your PSP requires that it returns to a secure page. The solution to this is to store the images you are using on your cart on a secure server. If you do not have access to secure webspace, then you can use RomanCart Secure Image Storage to store your images (See the button on the RomanCart web control panel).

When I print an invoice or delivery note, I get the url of the page printed in the footer. How can I stop this?

In Internet Explorer click on File/Page Setup. You can change the Header / Footer here.

Why can't I get the 'Continue Shopping' button to work?

When you go to a page with a web browser, the web browser also sends the address of the last page you were on. This information is what is used by RomanCart to 'Continue Shopping'. However, some PC's now use various 'privacy' applications and firewalls, which prevent this information being sent as it is seen by some as an infringement of privacy rights.
If the cart cannot work out which url to return to it will use the url in 'configure cart'/'configure other options'/'Basket' tab/'Continue Shopping URL'. The default url of this field is the RomanCart home page. To be absolutely sure that the 'Continue Shopping' button is working, post a 'returnurl' parameter with your add to basket link or form, containing the page to go to when 'Continue Shopping' is clicked on.

How do I get my store to appear on the Mall?

Your cart needs to be an upgraded cart for your store to appear on the mall. On the 'configure other options' screen / 'general' tab, select the category you would like to appear in and also enter a description. Make sure that you have filled in the 'Name of your store' field on the same page. Also ensure that you have filled in the 'Website URL' field on the 'Change / View your details and logins' page.

How is tax calculated on an order?

The cart works out the tax line by line. It has to be done this way because different lines can have different tax levels.

Example : 2 lines excluding tax and shipping excluding tax
Product1 Cost:9 Tax@17.5%: 1.575 Rounded Tax: 1.58
Product2 Cost:121 Tax@17.5%: 21.175 Rounded Tax: 21.18
Shipping Cost:10 Tax@17.5%: 1.75 Rounded Tax: 1.75

Total Cost=140
Total Tax=24.51

The reason this is a frequently asked question is because if you add 17.5% directly to 140, you will get a tax amount of 24.50.

When a checkout is complete and our customer clicks the continue button it redirects them to www.RomanCart.com. How do we change that?

On the 'Configure other options' page / 'Checkout' tab make sure you have added URL's to the following fields.
  • Generic Order Complete URL - Used where the PSP does not return a Paid message (e.g. cheque), or if a failed and success url are not specified
  • Order Success URL - Used if successful payment can be determined by the response from the payment gateway (if used).
  • Order Failed URL - Used if failed payment can be determined by the response from the payment gateway (if used).
Why is it that when I try and add a product to the cart the cart does not appear and nothing seems to get added?

If you are using the product manager make sure you are posting the itemcode not itemname.

See this link for more details.

If you are posting the itemname, but in 'product manager'/'configure' you have the 'Only allow customers to purchase products which are listed in the product manager.' option selected. This behaviour will occur.

Can I use one RomanCart on more than one website?

You can use one RomanCart on as many websites as you like but it has the following limitations.
  1. The Cart will look the same on all your stores. In other words if you customize it with your own graphics and details, these will be the same no matter which website the cart is accessed from.
  2. The Cart will only return to a single url after a purchase. This means that after your customer has bought something through the cart they will be sent to the same URL no matter which website they came from.
  3. All other customization would be the same no matter which website the cart was used on. e.g. Email 'From Address' on the confirmation emails etc.
Why do I get 'Error: No Product Code has been posted' when adding a product to the cart?

This means that you have set up your cart to only accept products which are in the product manager, however you are trying to add a product to the basket which is not in the product manager. Either add the product to the product manager or go to 'Product Manager'/'Configure', untick 'Only allow customers to purchase products which are listed in the product manager' and click on 'Save'.

If I upgrade RomanCart, can I upgrade it to a higher level later on by paying the difference?

Yes, you can do this, however the cart will need renewing one year from your initial upgrade.

I'm in the USA, how do I charge different tax in each state?

Go to 'configure cart'/'configure countries' and make sure the 'use regions' option is selected for the USA.
Now go to 'configure cart'/'set tax options'/'advanced tax'.
Switch on 'Advanced tax' using the button at the top'
You can now enter the tax amounts by country/region/state.
By default all products are in tax band 'A' however you can post the 'taxband' parameter with your cart buttons/hyperlinks or if you are using the product manager you can set it in the product properties if you want different products to be charged different tax in the same country/region/state.

Why are my PayPal Standard transactions suddenly all showing as 'Not Completed' on the Sales Manager when the customer has actually paid me in my PayPal account?

Go to 'configure cart'/'setup payment methods' and click on the 'configure icon for 'PayPal Standard'.
The usual reason for this is that the PayPal email address you have entered on this page is no longer your 'Primary' PayPal email address. Double check this and correct if neccessary.
If this is not the problem then follow all the instructions on that page once more to reconfigure your PayPal account.

 
 
 
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