Dive into MightyMerchant's world with our comprehensive guide to services and frequently asked questions. Find all the details you need to make an informed choice and discover the power of MightyMerchant for your online journey.
Support Center
Learn more about setting up your website, search engine optimization, email configuration settings, or how to use the MightyMerchant Site Manager.
What is included in MightyMerchant's free support?
Technical support for the MightyMerchant eCommerce Platform Site Manager is free for our customers. Examples of technical issues include:
Helping users correct shipping miscalculations
Assisting with fixing image uploading errors
Assisting with setting up a shipping zone
Showing users how to add links to another web page
MightyMerchant also provides limited technical assistance for email accounts, free of charge. If you can’t connect to your account or are not receiving email, please feel free to contact us.
Is a deposit required to start my project?
Yes. MightyMerchant requires a 50 percent deposit to reserve a spot in our production queue for the project. The remaining balance is due upon MightyMerchant’s completion of the contract deliverables.
Do you charge per transaction or sales percentage fees?
No, your monthly fees for MightyMerchant will be the same regardless of the number or volume of sales on your website. If you have a merchant account you will incur monthly fees from your merchant account provider for credit card processing fees.
Can I change things on my website?
Yes - not a problem! Using the very easy-to-master MightyMerchant content manager system, you'll be in full control of your site at all times. Add products, write descriptions, put up special promotions – all from your own home or office computer, at any time of day or night.
Is my deposit refundable?
Partially. If your project is canceled before the initial mockup is approved, we will refund up to 50 percent of your deposit.
How do I make a payment?
For your convenience, MightyMerchant offers three payment options:
Call us at (509) 599-7957 to set up automatic monthly payments using your credit or debit card (we accept Visa, Mastercard and American Express).
Mail your payment to Neutron Development DBA HEROweb Marketing & Design, PO Box 13535, Spokane Valley, WA, 99213.
What period of service is covered under each invoice?
Invoices for the month are sent on the 1st and cover the current month. MightyMerchant’s monthly services fee covers the invoiced month. Billable services are invoiced monthly on a separate invoice from the monthly MightyMerchant payment. The invoice includes completed work, as well as work-in-progress during that billing period.
What happens if my payment is late?
Late payments are assessed a finance charge of 1.5 percent per month on the overdue balance. We may suspend your website for non-payment. If we suspend your website, a $75 reactivation fee will be applied to your account.
How do I cancel my account?
You can cancel your service by submitting a 30 days written notice to billing@heroweb.com. You are not required to state a reason for your cancellation, but we would appreciate any feedback you have about why you're leaving.MightyMerchant also reserves the right to cancel service at any time by submitting a 30 days written notice to you.
What if I don't receive an invoice?
Invoices are generated and emailed on the 1st of every month. These days, increased security measures and SPAM filtering algorithms among email providers presents complex challenges in getting email delivered to an Inbox. Something as simple as sending an email is no longer so simple. Email providers are very picky and the emails you receive from someone on a regular basis have the chance to be sent to the SPAM folder. If you don't see an invoice, please check your SPAM folders. If you still can't find it, please contact us at billing@heroweb.com and let us know. We'll get a new one sent out. Payments are still due on the last day of the month in which they were generated.
What is not included in free support?
Free support does not include:
General desktop computer assistance
Business consulting
Site updates
Custom programming
These services are billed in 15-minute increments and may include the following:
Desktop Computer Assistance
Upgrading web browsers
Opening PDF files
Formatting Word, PDF, or Excel files
Business Consulting
How can I get more traffic to my site?
How should I price my products to get more sales?
What should I charge for shipping?
Do you think I should use this video or that masthead?
Template Changes/Site Manager Content Updates
Any requests for changes to website templates, Site Manager content updates, or custom programming will be billed in 15-minute increments.
Do you charge for technical support?
Technical support for the MightyMerchant system is free. If you experience a technical problem with your website or shopping cart's function we will always repair the problem promptly, at no cost to you.
What am I getting for the monthly fee?
MightyMerchant brings a lot of value for the monthly fee we charge. It includes the following services:
Reliable website hosting
Secure shopping cart
Unlimited Site Manager access
Online Order Manager
Free technical support
Optional email accounts
Website traffic statistics
Is a deposit required to start my project?
Yes. MightyMerchant requires a 50 percent deposit to reserve a spot in our production queue for your project. The remaining balance is due upon MightyMerchant’s completion of the contract deliverables.
When is my account balance due?
A 50 percent deposit is required to reserve a spot in our production queue. The remaining half is due per the production schedule, when MightyMerchant has fulfilled the deliverables as outlined in the project contract. In some cases, MightyMerchant may negotiate an installment plan; however, the balance is due upon completion of the contract in all cases.
When is my monthly payment due?
Invoices are generated and emailed on the 1st of the month, and due before the last day of the month. For example, the payment for a January 1 invoice is due before January 31, and late on February 1.
Can I set up automatic or recurring payments?
Yes! We are happy to set up an automatic payment for your account. Contact us at (509) 599-7957 if you would like to set up recurring payments by credit card.Remember, when you pay annually, one month is FREE!
What happens if I don't pay my bill?
There will be several reminders if an invoice is late. If you don't pay your bill, MightyMerchant may suspend your service. A late fee of 1.5 percent of the invoice amount will be applied for every month the invoice is late. We will send an email notification to you 10 days prior to deactivation. A reactivation fee of $75 will be applied to suspended accounts.
I have paid an annual fee and want to cancel my site. Do you prorate a refund?
Unfortunately, MightyMerchant is unable to refund annual subscriptions. Customers who anticipate a change in their account status are encouraged to remain on the monthly plan.
Can I modify my website design if I want?
Our designers make modifications to the 'site design', while you control most of the 'site content'. This means you can modify images and text on your pages but you can't modify the overall layout of those pages. The MightyMerchant system makes it easy for you to control the settings that are most important for you, but prevents you from making changes that will 'mess up' your site. You have a lot of control through the MightyMerchant Site Manager. If you have specific questions about what you can and cannot modify, give us a call.
I already have someone else designing my website, can you use that design?
Yes, we'd be happy to work with your existing design. We may need to make some modifications to accommodate MightyMerchant features. We can go over any changes that may need to be made after we see the design you have.
Do you design websites?
Yes! We have been designing websites for over ten years, using the full-featured MightyMerchant eCommerce Platform. Our designs are custom fit to your business needs – we assign you a designer and you'll get to know him or her pretty well. MightyMerchant websites stand out. See some of our website design work. We'd be delighted to build the same kind of online business for you.
Can I have a mailing list sign up on my website?
Definitely! All of our websites come with a mailing list sign up so you can invite your customers to join your emailing list. It's optional though so we won't place it on your site if you prefer not to have one. If you additionally send out marketing pieces by regular mail, we can add that information to your sign up form.
How long will it take to complete my website?
The answer to this question will vary depending on the project, but generally it takes three to four weeks. We can give you an estimated timeline for your project, and if you need to have your site completed faster, let us know.
Can I change things on my website?
Yes – not a problem! Using the very easy-to-master MightyMerchant content manager system, you'll be in full control of your site at all times. Add products, write descriptions, put up special promotions – all from your own home or office computer, at any time of day or night.
Do I have to choose a template for my website design?
No, we will design your site from scratch based on your ideas and preferences. You can also browse through the design library to look for ideas about your custom design.
What if I don’t like my website design?
We'll work with you until you're happy. Our designers will discuss your design preferences before ever starting on your website's design. We will ask you about colors, the mood of the site, goals for the site, who your customers are and for a couple of websites that you think are appealing so that we can get a sense of what you like.
Based on all of that information, the designer will create a mockup of a design and submit it to you for feedback. You will have an opportunity to request changes, and discuss options. We want you to be thrilled with your website so we will work to create a design that you are happy with. If after going through this process, we cannot meet your expectations - we will refund your money.
Can you install a security certificate on my website?
You may choose to use our shared security certificate, or we can install one specifically for your website (for an additional monthly fee). Our security certificate is an SSLv3 certificate issued by GeoTrust. Your customers are equally protected with our shared certificate versus installing your own; the only benefit to installing your own is that the URL in their browser will always show your domain name, rather than ours.
How do I get my products into my website?
Most often our customers enter their own product data using the MightyMerchant Site Manager. Before you begin, we will set up your Site Manager specifically for your business so you can easily enter the data for each of your products on a single screen. For example; pricing, product weights, photos, descriptions, color and size options - we'll tailor the entries to match your needs. We will show you how to set up your categories and enter your products. In addition, we provide a "fast add" option, that allows you to enter product details for up to 10 products at a time. For stores with more than 300 products, we can usually set up a data import for you if you can provide your data to us in an Excel spreadsheet. Call us for pricing or to learn more about data import.
How long will my current website be down while you work on my new site?
Your new website will be developed offline (yoursite.mightymerchant.com) so that your current website will be unaffected. Once you have approved your new site, we will switch the domain to point from the old to the new website.
Can you guarantee me a top ranking?
Our diligent work will certainly result in improvements but we don't guarantee that your website will reach a particular position on any search engine. We do guarantee to work closely with you to develop a successful search engine optimization strategy for your business. Although we employ a proven method of website optimization, each site presents its own unique set of challenges and opportunities for long term success. We do promise that we will not engage in SEO practices that violate search engine webmaster guidelines for honest and ethical standards. We promise that you will receive the very best in customer service. A real person is available for you to talk to, and your phone calls and emails will be promptly returned.
How long should it take my new site to rank?
The formulas that the search engines use to determine relevancy are highly guarded secrets and continually evolve, so the amount of time it takes for your site to be ranked well varies and is somewhat unpredictable. It often takes new sites several months to see appreciable ranking results. Six months to a year is not uncommon. However, we have helped new sites achieve top spots after just a month of working with them. While we can't give you any guarantees that you'll be number one within a certain amount of time, we will work diligently to optimize your content in a number of ways to give you the best chances.
What's the difference between "paid" and "organic" or "natural" SEO?
A: "Paid" search engine optimization relies on paid advertising to achieve top listing in the "sponsored listings" spot in the sidebar of the search engine results page (SERP). While a paid advertising, pay-per-click method can definitely help to increase your traffic and conversions, ultimately what everyone wants is to rank well naturally. This means that when people search for the targeted words and phrases that relate to your products and services, your website comes up highly in the search engine results. To achieve naturally high search engine rankings requires time and well developed content. It can be a good idea to utilize paid advertising when your business is first starting out, or to supplement your natural traffic. Learn how MightyMerchant can manage your Paid Search campaigns.
How long will it take for my site to make it to the top of Google?
Comprehensive search engine optimization (SEO) work is a process that typically takes several months. The factors that influence the speed that your site advances in the rankings include the age of your site, the existing quality of the website and how it is optimized, your competition, and the skill of the firm who is optimizing your site. That said, you should see positive change in your rankings within the first month. We have helped clients with brand new websites rank on the first page of Google for competitive keywords within one to two months.
Why can't I do SEO myself?
You can, but sifting through the mounds of resources to find the nuggets of useful information can be challenging. There's a lot of conflicting information out there that can be confusing, and following some unethical practices could unknowingly get your site in trouble. It takes a lot of time, experimentation, and hands-on effort to learn how to optimize a website. MightyMerchant already knows the ropes, and we will put all of our collective skill into ensuring the success of your site.
Can you set up my email accounts?
Yes, your website hosting package comes with at least three email accounts. We will help you figure out the best way to handle processing your business emails, whether it's setting up new accounts, or forwarding your emails to your current address.
How do you handle PCI scans?
As Payment Card Industry (PCI) standards become increasingly important for the credit card processing industry, a number of companies have begun to offer services that periodically scan your website and identify potential vulnerabilities or concerns that could affect your level of PCI compliance. Some of these vendors, such as McAfee and Trustwave, offer badges you can place on your website to demonstrate that you are taking a proactive approach to credit card security. We welcome these scans and appreciate the ongoing data they give us regarding our performance and how we can improve our security practices. However, these scans and the related monitoring and communication result in additional resource / service burdens.
What kind of technical support do you provide?
We provide free technical support for MightyMerchant via email and telephone. We have a special email address for technical support requests that our staff checks frequently so that you can be sure your question is addressed quickly. You can also call us during office hours using our toll free number.
Do you offer an email program to send out messages to my customers?
MightyMerchant has partnered with Constant Contact, the leader in effective email marketing to help you market your website via email. We'll set up your web site to collect email addresses from visitors who want to "opt-in". We can seamlessly integrate with Constant Contact. Sending out a regular email newsletter to your customers and visitors is a great way to increase sales on your website.
I don’t have time to update my own website. Can you do it for me?
We'd be happy to take care of making updates to your website for you, but most of our customers save money and find that it is easier to make the changes themselves rather than to communicate what changes they want. MightyMerchant was specifically designed for businesses to have control of their website's content, without waiting for a designer or host to make the requested changes and without incurring additional charges. That is why we have designed a user-friendly interface that is simple and quick to learn. But don't worry, if you need help, our support team is here to answer your questions. You won't believe how easy updating your website is when using our Site Manager - even if you are a complete novice
Can I offer a shipping special?
Yes, you can set free shipping for orders over a certain dollar amount (or all orders), or you can offer free shipping on individual items. Your free shipping settings are set per shipping method, so you can offer free shipping on UPS Ground and still charge the regular price for Next Day Air.
Can I show a product in more than one category?
Absolutely. It's easy using the MightyMerchant site manager. You simply click a checkbox for each category you would like to show the item in! MightyMerchant shines when it comes to organizing your site. You can add, rearrange, rename, hide or delete categories any time. You can organize your categories into as many levels as you like.
Do you charge per transaction or sales percentage fees?
No, your monthly fees for MightyMerchant will be the same regardless of the number or volume of sales on your website. If you have a merchant account you will incur monthly fees from your merchant account provider for credit card processing fees.
Can my shopping pages look a specific way or am I locked into a specific template?
MightyMerchant is so flexible that we can set up almost any page layout you want. Just tell us what you have in mind, or better yet show us an example. When we design your website we will work with you to set up your shopping pages in the best way to sell your products.
How do I get my products into my website?
Most often our customers enter their own product data using the MightyMerchant Site Manager. Before you begin, we will set up your Site Manager specifically for your business so you can easily enter the data for each of your products on a single screen. For example; pricing, product weights, photos, descriptions, color and size options - we'll tailor the entries to match your needs. We will show you how to set up your categories and enter your products. In addition, we provide a "fast add" option, that allows you to enter product details for up to 10 products at a time. For stores with more than 300 products, we can usually set up a data import for you if you can provide your data to us in an Excel spreadsheet. Call us for pricing or to learn more about data import.
How will I know when an order is placed on my site?
When a customer places an order, Mighty Merchant immediately sends you an email with all the order details. In addition, you can view all of your orders in your web browser, using the MightyMerchant Order Manager - one of our best-loved features! Using the order manager, you can track which orders you need to work on, you can create invoices and packing slips, you can notify your customers when their package ships, you can edit order details, and much more.
What is browser-based software?
There are basically two types of shopping cart software that you can choose from. One type is software that you purchase and install on your computer. Browser-based software, such as MightyMerchant is installed and runs on our servers, rather than your computer. You access the software with a web browser such as Firefox, Google Chrome or Internet Explorer. Why would this be an advantage to you? The first advantage is that you don't have to install anything on your computer to use MightyMerchant. You already have a web browser, so you are ready to go. Installing new software can introduce new problems on your computer that can be difficult to troubleshoot. Another advantage is that you already know how to use your web browser, so learning how to use MightyMerchant is a snap. Lastly, having the software on our servers allows us to provide you with the best technical support possible. We can diagnose and solve any issues quickly and add new features and you won't have to "upgrade" with new installations just to keep up. If you want to modify something on your web site - for example the ability to show a third product photo, we can make these modifications for you, so that you won't have to navigate through software installations on your computer.
Can I set up a special sale price on my items?
Yes, you can mark any item as a sale item, and enter the regular and sale price. Your customer will see clearly that the item is on sale. You can feature sale items on your homepage to get even more exposure.
Do you charge for technical support?
Technical support for the MightyMerchant system is free. If you experience a technical problem with your website or shopping cart's function we will always repair the problem promptly, at no cost to you.
What am I getting for the monthly fee?
MightyMerchant brings a lot of value for the monthly fee we charge. It includes the following services:
Reliable website hosting
Assisting with fixing image uploading errors
Unlimited Site Manager access
Online Order Manager
Free technical support
Optional email accounts
Website traffic statistics
Can your cart remove one-of-a-kind items once they're sold?
Yes - our inventory feature can be configured in a variety of ways. One option is to have out of stock items be hidden.
How easy is it to add shopping features later, such as selling wholesale?
MightyMerchant was designed with scalability in mind. This can be a real advantage if you want to get started on a limited budget, and grow your website as you grow your business. Our recommendation is always to start off simple and as you gain experience with running an ecommerce store and the patterns of your shoppers, you can add additional features.
What are my options for processing credit cards?
MightyMerchant recommends three options for accepting credit cards on your site: Authorize.Net, and PayPal.
What kind of shipping charges can I set up?
MightyMerchant was designed with scalability in mind. This can be a real advantage if you want to get started on a limited budget, and grow your website as you grow your business. Our recommendation is always to start off simple and as you gain experience with running an ecommerce store and the patterns of your shoppers, you can add additional features.
Do you keep current with search engine changes?
Search engine optimization is a tricky business. MightyMerchant has had years of documented success with creating sites that gain top search engine listings. Don't take our word for it! Visit our portfolio and do your own searches for the sites you see listed. As the search engine industry has consolidated and evolved over the past several years, MightyMerchant has continually refined our system to give site owners and SEO experts the tools they need to author pages that work well for shoppers as well as search engines.
How often do you add new features?
We are constantly responding to feature requests from our customers and technology innovations to improve MightyMerchant. We generally release several upgrades to our software each year through a controlled roll-out process. Unlike many of our competitors we do not outsource the development of our software so we can make adjustments and respond to feature requests quite quickly.
How do you deal with spam email?
Our technical staff has spent considerable time developing and deploying a strategy for effectively combating spam. This strategy includes spam filtering software that runs on our server, protection of email addresses on websites, and guidance for our customers for creating email addresses and protecting them so they don't get in the hands of spammers. Our multi-pronged approach has proven quite successful.
.png)
