Frequently Asked Questions

Answers to commonly asked questions about Wilcom DecoNetwork

If your question is not answered below, please contact us for a quick answer.

Pricing
Hosting
Support and Training
Order Processing and Merchant Accounts
Shipping
Demo Store Questions
Set Up
Website Design
Store Operations
Promoting my Website
 

Pricing

Q. How much does Wilcom DecoNetwork cost?

There are several different plans, depending on your needs. View DecoNetwork plans and pricing here

Q. Can I upgrade my plan?

Yes. You can change the plan you have chosen to a higher plan at any time.

Q. Can I cancel at any time?

Yes. Although we'd hate to see you go, you can cancel at any time.

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Hosting

Q. How do I install DecoNetwork?

You don't need to! DecoNetwork requires no installation and you don't have to download anything. Simply sign up online and you'll have a site ready to go right away. All you need is an internet browser.

Q. Can I use my own domain name?

Yes. DecoNetwork requires you to choose one of the free domain names provided when you sign up. Once you're signed up, you can redirect the site to your own domain name from within the Admin Dashboard or simply continue to use the free domain name provided.

Q. Can I access my store from any computer?

Yes you can log on to your site from any computer that is connected to the internet.

Q. Is hosting included in the subscription?

Yes - You do not need to sign up to any web hosting package, or pay any additional hosting costs. It's all included!

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Support and Training

Q. How easy is it to setup?

DecoNetwork is very intuitive and provides step by step instructions as you go along. You can set it up with little or no web experience. It is a very rich product so there is some time and consideration needed to set it up to maximize the potential of your online store.

Q. Can I get training or advice?

Yes - DecoNetwork customers can access our user forums, online help, training videos and tips and tricks to learn more about DecoNetwork. Wilcom also holds weekly Q & A online training sessions which are free to attend for all DecoNetwork customers. Find out more

Q. Is there any support available?

Yes – there are feature specific Help topics that appear on your DecoNetwork Dashboard and the DecoNetwork Help website which contains a wealth of information and resources and  forums. Wilcom’s support team is also available to answer any questions you may have.

You can also attend the free Weekly online Q & A sessions to ask questions and learn from the DecoNetwork experts.

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Order Processing and Merchant Accounts

Q. What do I need to have in order to process payments online?

You need to have:

• A Payment gateway to allow payments from your website (PayPal Standard is free and commonly used, there are other ones also available)
• An internet Merchant bank account to accept payments from credit cards. If you're using PayPal Standard, this isn't needed.
• An SSL certificate to encrypt and secure the customer data (already included with DecoNetwork)
• Web store to allow customers to order and pay for goods online (in this case, DecoNetwork)

Q. Do I have to get a merchant account?

If you're using PayPal Standard, this isn't needed. However, all other Payment Gateways will require an internet Merchant account.

Q. Do I need an SSL certificates?

You need an SSL certificate to conduct safe and secure e-commerce transactions from your website. There is no need to purchase one however, as this is included in your DecoNetwork subscription.

Q. What forms of payment can I accept?

With DecoNetwork you can accept credit cards and PayPal payments. You can also set up your own external payment such as check, COD, or direct deposit.

Q. What Payment Gateways does DecoNetwork support?

DecoNetwork currently supports the following gateways:

• Securepay (AUS)
• Paypal Standard
• Paypal Pro
• Authorize.net
• Payjunction
• Transfirst

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Shipping

Q. Can I control the shipping details?

Yes, you can create your own shipping methods that calculate cost by quantity and product type. If you are using Paypal Standard you will handle all of the details there.

DecoNetwork now also have Live Shipping with Fedex and USPS so that you get accurate shipping costs and details for each order.

Q. Is there any shipping tracking?

Yes, you can include a tracking ID to an order. Customers automatically receive an email when you mark the order as shipped, where the link to the tracking ID will be included.

Q. How will my customers know when their order is ready to ship?

In your DecoNetwork Admin Dashboard you can manage all your orders. When you set an order status to "shipped" your customer will automatically receive an email informing them that their order has been shipped. It will include the tracking ID if you supplied one.

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Demo Store Questions

Q. Is there a demo store I can play with?

View our Demo Store which shows you what a typical DecoNetwork store may look like. Everything you see can be customized to fit your needs with little or no experience.

You can also create your own Demo Affiliate store

Q. What can I do with my Demo Affiliate store?

The Demo store is an Affiliate store (a sub store of the main Fulfilment System). It allows you to play around with the Store management part of the system. This includes the look and layout of the store, the merchandise, pricing etc. It doesn't include the Fulfilment System.

The Fulfilment System area is the most powerful part of Wilcom DecoNetwork. It is the Dashboard to view and manage your entire website and Affiliate network. It gives you the ability to run a successful online store, easily and efficiently. From the Fulfilment system you can process your orders, manage your merchandise settings, keep track of Affiliate revenue, send newsletters, and much more!

We recommend you watch the detailed product videos to see this part of the product.

Q. How do I acquire a demo store?

Sign up for a Demo Affiliate Store

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Set Up

Q. I've purchased my solution. Now what?

You will receive an email with details on how to log into your site and step-by-step instructions for how to get your site up and running. We recommend you attend our free weekly Q&A sessions to get advice and learn from others as you go. Also refer to help.DecoNetwork.com for resources on how to set up your store.

Q. Can I use Wilcom DecoNetwork as a stand-alone solution?

Yes! DecoNetwork is not simply an online t-shirt designer but a complete website and online business. It allows you to add new pages, and manage the content of your website, as well as providing an Admin Dashboard to manage all your orders, eCommerce settings, statistics and more.

Q. How long will it take to set up my store?

It depends how much content and customization you wish to include. Provided you have your products, pricing, and eCommerce ready - you can have your site up and running in a day or two.

However, most people take a few weeks to a month to collect and set up all the information.

Q. Can Wilcom set up my store for me?

If you don't have the time or resources to set your site up, we recommend you look at the FastPass Package. You can select from our list of Recommended Consultants and purchase the FastPass Package and to have a consultant get your site up and running. Learn more.

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Website Design

Q. Does Wilcom offer logo creation, or site design?

No - DecoNetwork includes some great themes to choose from, and add your logo and personal touch to. The FastPass Package provided by our recommended consultants includes creating the look of your site using your existing logo. For an additional cost, some of our consultants may also be able to provide design services.

Q. How much can I customize my site?

DecoNetwork is highly customizable. We place high importance on ensuring all DecoNetwork sites look unique and inviting.

The flexible themes provided allow you to easily create the right look and experience to the right market. You can change themes, colours and fonts in real time, with little or no experience. If you're more familiar with web development you can customize your site even further - change things around, add new elements - it's all up to you. Learn more...

Q. Can I integrate my existing website into DecoNetwork?

Yes - there are two ways to do this. If you have the skill you can recreate the look of your existing site in DecoNetwork and use this as your complete website. You can also choose to keep your existing site as is, and link to DecoNetwork. Again, you can make your DecoNetwork site looks the same as your existing site if you want to.

Q. Do I have to know HTML?

No - It will amaze you away at how easy and powerful our theme management is. We supply you with a large array of templates. Each template can be customised in real time with colours and images, fonts to cater to your needs. Of course, if you do know HTML you can do even more customization.

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Store Operations

Q. How will I know how well my store is doing?

When you login to the Admin Dashboard of your site you will see at a glance - how many visitors you've had, and how much money you've made. You also have access to detailed site statistics, orders and commissions.
You can view graphs and tables on your order growth, product breakdowns, and more.

Q. How will I know when I get an order?

You will receive an email notifying you of the order. It will also appear in your Admin Dashboard under Orders. Here you can manage the production and shipping of the orders.

Q. How will I keep track of my Affiliate store orders?

All your Affiliate store orders are logged in your Admin Dashboard. The commissions are automatically allocated and reported on your Dashboard as well as the Affiliate store Dashboard. You will be notified by email when an Affiliate store order is submitted.

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Promoting my Website

Q. How can I make sure I get traffic to my website?

Your website won't automatically start making you money. Your website is simply a part of your business and needs to be promoted in the same way. Make sure you tell your customers about the new site and let them tell their friends about it. Include the web address on the business card, invoices, signage and advertising. You can also offer incentives for your customers to order online instead of by phone or in person and reduce your overheads.

Another great way to promote your website and attract new business is through local directory listings, search engine optimization, and online advertising such as Google Adwords. More advice on how to promote your website

Q. Does Wilcom help me promote my website?

Yes, DecoNetwork is built to be search engine friendly and allows you to add keywords and meta-tags. It also includes Google tracking to monitor your Google Adword success. Marketing tools such as a Flash widget to showcase your products on other sites, RSS tools, and Newsletter database are included to help promote your site. Wilcom regularly provides tips and tricks on how to maximise your DecoNetwork site and get more sales.