[intro]In this Guide, you can learn how to cancel some or all of your services with EKM and how to preserve any of your information where applicable. It is important for us to understand why customers wish to cancel so we can make improvements to our platform and service. We take feedback very seriously, so please let us know if there is anything we can do to improve.[/intro]
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How do I cancel my EKM online shop account if I am still within my Free Trial period?
If you are still within the Free Trial period on your EKM online shop, you don’t need to notify our Customer Support Team. You can close your account within the shop itself—simply follow the instructions in this Guide.
Why do I have to have a callback from the Customer Care Team to cancel my account?
There are two main reasons for this. The first and most important is that when the Customer Care Team calls back the Account Holder, they need to be able to verify that they are speaking to the account owner. We understand that for some, their EKM online shops are their livelihood, so it is essential that we receive confirmation from the correct individual before the account is closed down.
The second reason is that by speaking to the Customer Care Team in person, they can ensure that any content, such as Product Images or Category Descriptions, is accessed and saved before the account is terminated and that any additional services have been correctly cancelled.
EKM online shop
Preparing your shop to be closed
If you still wish to close down your EKM online shop, you may want to preserve some of its content before you do so. You can preserve your Products and Categories by exporting them to a spreadsheet using the Import/Export System feature. If you wish to preserve your Product and Design Images, the Customer Support Team can request this download for you—please let them know during your cancellation call.
Cancelling via telephone
When you have downloaded your Product and Category information from your EKM online shop, you need to cancel the shop by calling our Customer Support Team on 0333 004 0333 between 8am-6pm on weekdays and between 9am-5.30pm on weekends. They will be able to organise a callback from our Customer Care Team, who will need to speak to the Account Holder and gain confirmation that the shop is to be cancelled.
[remember]The Customer Care Team is only available on weekdays to cancel your account. They will not contact you over the weekend, but you can request a call back from them by using the live chat from the Dashboard of your EKM online shop. [/remember]
EKM Domains account
When you cancel your EKM online shop, you don't need to close down your EKM Domains account; we can still host your domains and email accounts. Your new platform will be able to advise you how to correctly point your domain at their servers. However, if you wish to transfer your domain away to another provider, your new provider will be able to advise what information they require to initiate the transfer.
To close down any existing email accounts, you will need to ensure that they are backed up on your own computer using a program such as Outlook, MacMail, or Thunderbird. Then, contact our Customer Support Team, who will be able to close them down for you.
EKM Email Marketing
You can close down your EKM Email Marketing account completely by contacting the Customer Support Team, or you can keep it free by downloading your contacts to a spreadsheet using the steps in this Guide.
If you wish to cancel your account completely, download your contacts onto a spreadsheet and contact our Customer Support Team, who will cancel the account for you.
[warning]Uninstalling the Email Marketing Feature will not cancel your EKM Email Marketing account. You will need to contact the Customer Support Team to do this for you.[/warning]
To keep your EKM Email Marketing account free, download your contacts to a spreadsheet using the steps in this Guide and ensure you have no more than 100 contacts within your EKM Email Marketing account. You must then contact the Customer Support Team who will manually adjust your account.
Cancelling chargeable Features
If you are using chargeable Features on your EKM online shop, such as Web Statistics or Fetchify, you will need to contact our Customer Support Team, who can cancel those services for you.
[warning]Uninstalling chargeable Features will not cancel them. You must contact the Customer Support Team to do this for you.[/warning]
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[contact] If you need our help with your EKM online shop, contact your Ecommerce Expert or the Customer Support Team, who will be able to point you in the right direction. We're open from 8am-6pm weekdays and 9am-5.30pm weekends. If you'd like to suggest a feature or an upgrade on any of the EKM platforms, please let us know on the EKM Suggestions Board. If you have a non-account-specific question to ask the EKM Team, join us in the EKM Community. [/contact]