Quick answers
The questions owners ask most, with the short answer and the chapter that has the detail.
I saved a change, but my website still shows the old one.
Most changes reach the website a few minutes after you save, not at once. The Store sign is faster, about a minute. Wait a few minutes, then reload the page. If it is still old, look at the Publishing tile on Website home: it says whether the website is up to date, whether publishing is paused, or whether the last update stopped. See Chapter 8, How your changes reach the website.
The website says we are closed, and we are open.
The open or closed line comes from your hours and your closed days. Open Store info and check that today's box is ticked Open, that the times are right, and that today is not listed under Closed days. The times are in your store's time zone. See Chapter 3, Hours, closed days and contact details.
A customer says they cannot find a product online.
A product shows on the website only when it is not archived, its status is For sale, its Website setting is On the website or In the store only, and its department is set to show in the online store. Check each of those on the product's screen. See Chapter 10, Add or edit a product and Chapter 9, Finding your way around products.
A product shows as out of stock online, and we have it.
The website counts the bags on hand minus any held for a customer who is paying at that moment. Check that the product is set to track stock and that the number on hand is right. A count that is wrong can be fixed by recording a shelf count. See Chapter 13, Stock.
How do I run a sale?
Roadside has no separate sale price. Change the product's price when the sale starts and change it back when it ends. The website shows only the current price. The product page keeps a price history, so you can see what it was. See Chapter 10, Add or edit a product.
A message from the contact page never reached my email.
Roadside always saves the message in Messages first. The email copy goes to the address on Store info. If that address is empty or wrong, the message shows a Not emailed tag, and you can still read it in Messages. See Chapter 5, Messages and your website assistant.
An online order came in and I got no email.
New-order emails go to the address in the Email new orders to box in Store settings. If it is empty, no email is sent, and the order still appears in Online orders. See Chapter 17, Store settings.
I do not see a Refund button on an order.
Store owners and Managers can refund. Staff and Read only people cannot, so ask a Store owner or a Manager to do it. Open the order and look for the Refund button. See Chapter 19, Payments, holds and refunds.
I want a different photo or new wording on the website.
Photos at the top of pages, paragraphs of wording, new pages and layout are part of the website's design. Send them to Dirt Road as a website change. See Chapter 24, Website changes.
I forgot my password.
Press Forgot your password? on the sign-in page and type your email. If an account exists for it, a link arrives within a few minutes and works for one hour. See Chapter 27, Signing in safely.
I lost the phone that gives me my sign-in code.
Use one of your recovery codes on the sign-in code screen. Each code works once. If you saved none, write to support@dirtroadsoftware.com. See Chapter 27, Signing in safely.
Someone left the store. How do I take away their access?
Do it the same day. The Store owner opens Admin, then Users, and removes the person or turns them off. A Manager asks the Store owner. See Chapter 26, Your team and what each role can do.
Why does the website say the store is not taking online orders?
Online ordering has an open or closed switch in Store settings. While it is off, customers read the message you wrote there, or This store is not taking online orders right now. Please call the store. A closed day on Store info also stops pickup orders on that date. Check both. See Chapter 17, Store settings.
My own visits are not in Analytics.
Roadside does not count visits from browsers that send the Global Privacy Control setting, or from search engine robots. Visits from your own computer count when the browser sends neither. Counts for one day are small, so look at a week. See Chapter 23, Analytics.
Text I typed in brackets stopped my website from updating.
Roadside holds back an update when visible text has a bracketed note that looks like a source, such as (source: the label), or a bracketed web address. Remove the brackets and save again. See Chapter 8, How your changes reach the website.
Something here does not match your screen? Write to support@dirtroadsoftware.com with the name of the screen, what you pressed and what you expected. A picture of the screen helps.