Frequently asked questions

There can be several reasons why a payment fails:

• 3D Secure validation - If the customer's bank requires additional verification, it must be completed correctly
• Gateway issues - Check that your payment gateway (QuickPay, Nets Easy, Stripe etc.) is enabled and correctly configured under Integrations > Payment gateways
• Card info error - Check that the customer's card details were entered correctly (CVV, expiration date, etc.)
• Spending limits - Some cards have daily or monthly spending limits

1. Go to Delivery > Setup in admin and activate the desired carrier (e.g. PostNord, GLS, DAO, DHL, Swipbox, Burd)
2. Enter the freight forwarder credentials (varies per freight forwarder - e.g. customer number and EDI agreement for PostNord, or API username/password for GLS)
3. Go to Delivery > Shipping methods and create the specific shipping methods (e.g. "PostNord Lille pakke", "GLS pakkeshop" etc.)
4. Set prices and conditions

1. Go to order details
2. Find "Package label" and click "Generate label"
3. Download PDF and print
4. Alternatively: Go to Orders > Shipping labels to manage labels together

If labels are not generated: Check that the shipping method is correctly selected on the order and that the forwarder API is working.

Go to the order details where there is a button to cancel the shipment. The Return Center (Orders > Return Center) is for returns that the customer has created themselves.

You have several options:

• CSV import: Products > Import/export in admin
• REST API: For automated import via API
• Manual creation: Go to Products > All products and click "Create product"

During the import, you map the columns in your CSV file to fields in Shoporama. Product name is the most important field, but you can also import price, SKU, description, images, category, stock and more.

Images must be provided as a full URL (e.g. https://billeder.dk/billede.jpg). Check:

• The URL is publicly accessible (no login required)
• File format supported (.jpg, .png)
• File size is not too large

A variant is a variation of the same product (e.g. color, size). Instead of creating separate products for each color, you create one product with variants. This gives you:

• Total inventory management
• Customers can choose variant during checkout
• Better search
• More manageable reports

Example: A T-shirt can have the variants "Red Size. S", "Red Size. M", "Blue Size. S" etc.

Deadstock are products that are not sold. Shoporama has ABC analysis that categorizes your products:

• A products: The best sellers (focus here)
• B products: Normal sellers
• C products: Low turnover (potentially deadstock)

Deadstock products can be marked as inactive, deleted or used for promotions (e.g. discounted feeds for Facebook).

SKU stands for "Stock Keeping Unit" and is your internal part number. It is used to:

• Managing inventory
• Track sales
• Integrate with financial systems
• Match with other systems

SKU must be unique for each product and variant.

1. Gift cards and discount codes: Products > Gift cards - create gift cards with an amount or discount codes with a percentage discount
2. Promotions: Products > Promotions - set up discounts, e.g. time discount or volume discount
3. Manual discount: Create discount manually on order details after purchase

Customers generally have a 14-day right of withdrawal from receipt of the goods (cf. the Danish Consumer Contracts Act). The customer does not need to justify their withdrawal.

1. The customer announces that they want to cancel the purchase
2. You handle the return under Orders > Return center in admin
3. The customer sends the item back (the customer pays the return shipping as a rule)
4. You receive the item and mark as "received"
5. You will refund within 14 days from receipt of the returned item

The profit is calculated like this:

Profit = order total - VAT - suggested shipping price - purchase price

• Purchase price: Based on the products current purchase price (the price set on the product right now), not what it was when the order was placed
• Shipping rate: Uses your "suggested shipping rate" from the webshop settings, not the actual shipping on each order
• SKU lookup: Products are matched via the SKU number

Yes. Under the stock settings on the individual product, you can enable "Allow stock to go negative", which allows customers to still buy the product even if it is out of stock. You can also enable this globally under Online Shop > General.

Delaware is Shoporama's default modern theme. It is:

• Fully responsive (mobile, tablet, desktop)
• Built with modern design principles
• Easy to read and easy to use
• SEO optimized
• Supports all Shoporama features

Most new online stores start with Delaware.

1. Theme settings: Design > Theme settings in admin (easiest - no coding)
2. Custom CSS: Design > Stylesheet in admin (advanced)
3. HTML templates: If you have developer skills

Most color changes can be made via theme settings without touching code.

1. Go to Design > Logo & terms in admin
2. Upload your logo (PNG or SVG recommended)
3. Set the size and position of the logo
4. Save

Yes, many texts in your theme can be customized via Settings > Translations in admin. Here you can search for and edit texts used in e.g:

• Packing slips - e.g. text about return policy, contact info and phone hours
• Checkout - button texts, labels and messages
• Product pages - tabs, buttons and info texts
• Cart and order confirmation - various standard texts

The texts are organized in sections (e.g. "printed_invoice" for delivery notes). Search by section name or the text itself to find what you want to change.

An integration connects Shoporama with another system, e.g:

• Financial systems: e-conomic, Billy's Billing, Dinero, EasyPos
• Email marketing: Klaviyo, Brevo, Mailchimp
• Social media: Facebook, Google, Instagram
• Analytics: Google Analytics, Morningscore
• Logistics: PostNord, GLS, DAO, DHL, Swipbox, Burd

Integrations automate workflows, such as automatic invoice creation in e-conomic.

1. Go to Shop > Tracking in admin
2. Insert your Google Ads Conversion ID and the relevant Conversion Labels (there are separate labels for "Add to cart", "Start checkout" and "Buy")
3. Save your settings
4. Test by completing a test order

Note: It can take several hours for data to appear in Google Ads.

1. API key: Is the key inserted correctly?
2. Permissions: Have you given Shoporama permission to connect?
3. Connection: Test the connection in admin
4. Log: View the integration log for error messages
5. Support: Contact the integration provider if the error is on their side

1. Email template: Email templates are part of your theme and can be edited under Design > Code editor
2. Email address: Is the recipient's email address correct in the order details?
3. Spam: Check the spam folder - the mail may have been filtered there
4. Sender email: The sender address is configured under Webshop > General - does it match your domain?

1. Go to Newsletter > Promotions in admin
2. Create new campaign
3. Select recipient list (all customers, segment, etc.)
4. Design the email (with templates or HTML editor)
5. Preview and test
6. Schedule shipping (now or later)
7. Send

1. Checkout opt-in: Customer chooses to opt-in during order (checkbox should be empty by default)
2. Pop-up: Sign-up form that appears on the page
3. Import: Upload CSV file with email addresses - you must have documented consent for all imported addresses

Remember to follow marketing law - customers must give explicit consent before you send newsletters. Pre-filled checkboxes are not valid consent.

1. Go to Company > Users in admin
2. Click "New user"
3. Enter email and set rights
4. The user receives a welcome email with a temporary password
5. They log in and change their password on first login

Rights: You can limit what the user can see and change (everything, only orders, etc.).

Users can reset their password themselves via the login page:

1. Go to the login page in admin
2. Click "Forgot password"
3. Enter your email address
4. Receive a reset link by email
5. Set a new password

Typical causes:

1. Expired subscription: Check that your bill is paid
2. Browser issue: Try a different browser or incognito mode
3. Cookie problem: Delete cookies for shoporama.dk
4. Access denied: Ask the webshop owner about your rights

Contact support@shoporama.dk if the problem persists.

DNS stands for "Domain Name System" - it translates domain names into IP addresses. If DNS isn't set up, it means that your domain isn't yet pointing to Shoporama's server. You need to:

1. Log in to your domain registry (e.g. Simply, One.com, Namecheap, etc.)
2. Find "DNS settings" or "Nameservers"
3. Point the domain to Shoporama nameservers (see instructions in admin)
4. Wait 12-48 hours for the DNS update to take effect

The status is automatically updated in admin when the connection is active.

SSL (Secure Socket Layer) encrypts data during transfer between the customer's browser and the server. This means:

• Data is protected during transport
• The webshop appears padlocked in the browser
• Google rates HTTPS sites better
• Customers trust your site more

All Shoporama webshops automatically get an SSL certificate - you don't have to do anything.

1. Buy or transfer the domain from your domain registry
2. Go to Online Shop > Domain in admin
3. Copy the DNS instructions
4. Log in to the domain registry and set DNS records as shown
5. Wait 12-48 hours

Status is automatically shown in admin when the connection is active.

1. Title tags & Meta descriptions: Set per product, category and page in their edit forms
2. Structured content: Use H1, H2 headings and short paragraphs
3. Product descriptions: Original content, not just manufacturer text
4. Images: Small file sizes and ALT text on all images
5. Speed: Reduce image sizes and enable caching
6. Backlinks: Get other sites to link to you
7. Mobile: Mobile version must be fast and user-friendly

Morningscore is an SEO tool that integrates with Shoporama. It analyzes:

• Words and topics you should focus on
• How competitors rank
• Technical SEO issues
• Word suggestions based on search volume

A sitemap is a list of all pages on your online store in a machine-readable format. It helps Google to:

• Find all your pages faster
• Understand your page structure
• Update your index

Shoporama automatically generates sitemap.xml - you don't have to do anything.

Check in this order:

1. Images: Reduce image sizes - large images are the most common cause
2. Integrations: Disable unnecessary integrations
3. Fewer scripts: Reduce the number of external scripts and tracking codes
4. Support: Contact support if the issue persists

Cache is a stored version of your page that makes it load faster. Shoporama handles caching automatically, so you don't have to do anything. What it means:

• Page loads faster for visitors
• The server uses less resources
• Changes can take a moment to take effect

GDPR requires, among other things:

1. Privacy policy: Create a page with your privacy policy under Content > Static pages
2. Cookie banner: Configure under Integrations > Apps - remember that the customer must give active consent before setting non-necessary cookies
3. Unsubscribe links: All emails must have an "Unsubscribe" link
4. Data Processing Agreement: Found under Company > Data Processing Agreement
5. Data retention: Order data with accounting relevance must be retained for at least 5 years according to the Accounting Act. Personal data without accounting relevance (e.g. marketing data) should be deleted faster

Shoporama provides tools to support GDPR compliance - but it's your responsibility as a store owner to ensure your online store is compliant.

Yes, but you must comply with the principles of GDPR:

• Only store data you have a legitimate purpose for
• Inform customers what data you store and why (via your privacy policy)
• Have a data processing agreement in place (Company > Data Processing Agreement)

Customers can request deletion of their data, but you have the right to retain data required by law - e.g. order data according to the Bookkeeping Act.

This means that something went wrong on the server. Please try again:

1. Reload the page: Press F5 or Cmd+R
2. Delete browser cache: Ctrl+Shift+Del
3. Try a different browser: e.g. Chrome instead of Safari
4. Wait: Server may be temporarily overloaded - wait 15 minutes
5. Contact support: Write to support@shoporama.dk if the problem persists

1. Product active? Check under Products > All products if it is marked as active
2. Category: Is the product assigned to a category?
3. Stock: Is the stock count > 0 or is it set to "show even if out of stock"?
4. Filter: If there are active filters, products may be hidden
5. Hang on: Changes can take a moment to take effect