[intro]In this Guide, you can learn how the platform calculates turnover when determining the service tier your EKM online shop is assigned to.[/intro]
On the EKM online shop platform, we offered different service tiers to EKM customers before October 2024. These tiers were created to provide different levels of service, support and resources to meet the needs of our varied customer base. Each of the different tiers has an upper limit imposed on it:
- Lite - up to £15k in online sales per year;
- Basic - up to £50k in online sales per year;
- Standard - up to £150k in online sales per year;
- Advanced - up to £1m in online sales per year.
Next to the upper limits, each tier also has limits in terms of the number of products listed on each EKM online shop:
- Lite - 1,500
- Basic - Basic
- Standard - 30,000
- Advanced/Evolve/Pro - Unlimited
You can read more about product limits in this guide.
If you would benefit from more support with your account, you can manually upgrade to the Evolve tier by following the steps within this guide. Alternatively, when your own EKM online shop has surpassed the upper limit of its tier, it will automatically be upgraded to the next legacy tier, until it reaches Standard, whereupon it will graduate to the Evolve tier. You will see notifications on the Dashboard as your shop approaches that limit.
When the EKM online shop platform is calculating what tier your EKM online shop will be upgraded to, it uses these factors to work out the turnover being processed through your account:
- The number of products on your EKM online shop;
- Orders paid for using any payment method (online or offline);
- Orders that the EKM online shop owner has deleted;
- Orders that the EKM online shop owner has refunded;
- Overall order totals including VAT & delivery, but exclusive of discounts.
- Orders from 12 months previous up until the current day.
The following factors do not count towards the turnover of your EKM online shop account:
- Orders placed using a proper gateway in Test Mode;
- Orders that took place more than 12 months ago;
- Orders that have no transaction status at all;
- Orders with a transaction status set by the gateway as Failed, Declined, Cancelled, Rejected or Incomplete.
FAQs
Why has my EKM online shop been upgraded?
Because it has reached the upper limit of its current tier.
How will I know it is nearing the upper limit?
You will see notifications appear on the Dashboard of your EKM online shop, advising you that you have nearly reached the upper limit for your tier.
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[contact]If you need our help with your EKM online shop, contact your Ecommerce Expert, Account Manager, or the Customer Support Team, who can point you in the right direction. Our opening hours are 9 am - 5.30 pm Monday to Friday, for telephone calls, live chats, and emails. Over the weekends, we're open from 9 am - 5.30 pm, both Saturday and Sunday, to answer emails and live chat, which you can access from the Dashboard of your EKM online shop. Outside these hours, you can leave a message for us in the live chat window or email support@ekm.com, and we will answer as soon as possible.
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]