eComm Pro - FAQ

Installation FAQ
I get "an error occurred while moving data-623" during Installation.
I get "The decompression of %s failed. There may not be enough disk space available in the TEMP directory" error.
When I load the program for the first time, I cannot enter any data or create items.
I have entered my registration details but it eComm rejects them as invalid.

Sales/Order Related

I have submitted an online order form, but have not received my registration.
I do not wish to use online order form. What other options do I have?
I do not have a Credit Card. How can I place an order?
I have bought the box version, can I use the download version until the box arrives?

Technical/Support FAQ

Is there an online/printable manual?
I get an "unable to open the specified browser" error message.
I am unable to enter any information as all the fields are grayed out.
I get an "Unable to Write Project File" error.
I have registered my version of eComm, but it still only has the demo templates, how can I get the rest of them?
Local law requires that I charge tax for my country/state/region. Can I set the tax in eComm this way?
Orders say they went through, but they are not in my order hosting account.
How can I make my store display products in the two column format as seen in the "needmore" stores?
I want to use eComm store but the software shows "eComm PRO" ?
The product search isn't working and shows an error message

General Information

What platforms are supported and do you have a MAC version?
Can I change the order process to email the orders directly to my inbox?
What does the order server do?
I currently have a secure server set up, can I use eComm to send orders to it?
How do I hook the website up to the secure server?
Can I see what the secure server looks like?
What is a payment gateway?
Can I use a payment gateway not listed on the recommended list?
I already have credit card processing facilities can I just use them to manually process orders instead?
Can I use paypal to receive payments for the goods in my online store?
I am a web developer and want to use eComm to create stores for my clients. Which version should I buy?
Are there any additional charges or services required for eComm?



I get "an error occurred while moving data-623" during Installation.

Delete all files in the /Windows/Temp directory, close down any virus protection utilities that may be running, and re-install the program.


I get "The decompression of %s failed. There may not be enough disk space available in the TEMP directory" error.

Windows can limit the size of the TEMP directory and it may be full even though you have free disk space available on your hard disk. Delete some files from the Windows TEMP directory and try again.


When I load the program for the first time, I cannot enter any data or create items.

Select New Shop from the file menu and create a new shop to work with.


I have entered my registration details but it eComm rejects them as invalid.

Please make sure that you are typing the registration details exactly as they appear in your registration email. Remember that the registration name and serial number are case sensitive.

Make sure the registration name (usually an email address) and serial number are used under the register menu option from the file menu of eComm.

Ensure that the username and serial number you are using are for eComm.




I have submitted an online order form, but have not received my registration.

In most cases, all orders are processed by the end of the Next working day. If you have not received your registration within that time, please contact sales@trellian.com with the details of your order. The most common reasons for delays are invalid or missing email address and/or contact details.


I do not wish to use online order form. What other options do I have?

You can fax the filled in order form to +61-3-9589-7951, or send it to us via mail.


I do not have a Credit Card. How can I place an order?

Mail order

Fill in the order form, and mail it to us with either a Bank Cheque or a Money Order. Please note that we do not accept personal Cheques draw on a bank outside Australia.

Telegraphic Transfer

You can wire your payment directly to our account. To speed up your order, please either fax us the details of the transfer to +61-3-9589-7951, or via email to sales@trellian.com.


I have bought the box version, can I use the download version until the box arrives?

Unfortunately you cannot. The box version comes with its own serial number and we cannot tell you what it is. The only way to find out is when you open the box.




Is there an online/printable manual?

Yes there is an online manual and a printable manual available.





I get an "unable to open the specified browser" error message.

The browser path is not set correctly in Preferences. The Browser field must have the full path to the executable file of your HTML browser. For information on setting up eComm to work with either IE4 or Netscape click on the respective link.






I am unable to enter any information as all the fields are grayed out.

You will need to start a new project first, by selecting 'NEW PROJECT' from the 'FILE' menu. 






I get an "Unable to Write Project File" error.

Make sure that you have no , . / or spaces in the project name.






I have registered my version of eComm, but it still only has the demo templates, how can I get the rest of them? (eComm v1 only)

Please contact support to obtain a patch for this problem.





Local law requires that I charge tax for my country/state/region. Can I set the tax in eComm this way?

Yes, tax can be set up in this manner within eComm. For instructions on how this can be done click here.





Orders are being submitted, but they are not visible in my order hosting account.

Most often, this is due to incorrect account settings. If set up incorrectly, your orders will be sent to the demo account and you will not be able to see them. To fix your account settings, use the following procedure:

  • Start eComm.
  • Click on the Options menu, and select Preferences.
  • Click on the order server menu item.
  • Enter your order server account username.
  • Click OK.
  • Now use the build function to re-build the store and upload your store.




How can I make my store display products in the two column format as seen in the "needmore" stores?

This is called a product summary, it is set on a shelf or category item with several product items cascading off it. It can be set to have 2, 4 or 6 products shown. Products shown will be from the top of the list down up to the number of items that the summary is set for. e.g. a 6 product summary will show the first 6 product items on the shelf.

To activate a product summary go to the shelf item you wish to have the summary show on and right click the description field. A menu will be displayed, mouse over the insert item then select the summary option you require from the list.

When the store is built again the product summary will automatically be generated.

The end effect varies slightly depending on if it is used on a category or a shelf item.

On a shelf item it will show the summary of the number of items selected, and then display all items on the shelf under this in the standard format, on a category item it will only show the product summary.





I want to use eComm store but the software shows "eComm PRO" ?

eComm store and eComm PRO are the same program, but eComm PRO users can create multiple stores and are not charged for the order server.



The product search isn't working and shows an error message

The product search is currently unavailable. To turn off the search feature, click on the Options menu and select Preferences. Click on the Store options item from the list, then untick the "product search' option. You will need to rebuild your store.



What platforms are supported and do you have MAC version?
eComm is available for Windows only. A MAC version is planned, however there is no set release date at this time.


Can I change the order process to email the orders directly to my inbox?

No. Submitting orders via email is not secure. The orders are taken by the secure server and stored there until you view them using a secure connection on your web browser.


What does the order server do?
The order server:

  • Provides a secure encrypted connection for your order form. This makes it safe for your customers to enter their credit card details online.
  • Stores the orders securely.
  • Provides a secure connection for downloading the orders.



I currently have a secure server set up, can I use eComm to send orders to it?

No. eComm is designed to interface with the eComm server and is not designed to interface with NON-Approved servers. This is also against the software license that governs the use of eComm.


How do I hook my website up to the secure server?

eComm creates a set of HTML pages that contain Javascript code. All you need to do is register the software, enter the information into the program, build the store using the program and then upload the pages to your website. The Javascript code in the HTML pages collects the order information as your customers navigate your shopping cart. Once they click on the "Go To Checkout" button, the Javascript code will transmit the order form to our secure server which will then display the order form and collect the order details from the customer.


Can I see what the secure server looks like?

Yes. https://ecomm.vendercom.com




What is a payment gateway?

A payment gateway is a third party organization that processes credit card transactions, enabling store owners to charge customer's credit cards. The only payment gateways that work with eComm's order management tool are those that are on the recommended list.




Can I use a payment gateway not listed on the recommended list?

The gateway may be usable, but will not function the same way as the recommended gateways.
The Charge button in the order management section will not function correctly for non-recommended gateways, however, provided the gateway enables transactions to be manually processed (via a web based or software interface), it can still be a viable option.




I already have credit card processing facilities can I just use them to manually process orders instead?

Yes, this will not cause any problems.
When using the order management tool, ignore the Charge button and process the card using your facilities.




Can I use Paypal (or other similar services) to receive payments for the goods in my online store?

Yes, Paypal is compatible with eComm. There are two ways you can use Paypal or similar services with eComm, you can add buttons to individual products as an alternative payment procedure, or you can use the request payment feature.

To add buttons to eComm,log in to your Paypal account and generate the HTML source code via the Create button tool. Copy the button HTML code and then in eComm, paste it into the description field of the product you wish to attach the button to.

The Paypal request payment option sends an email to a customer requesting they pay you money. The email contains a link to an instructional webpage outlining the payment procedure. The customer does not need to have a Paypal account to use this feature.
If using the request payment option, you may want to edit the order form template to remove some of the credit card details, as the customer will be prompted to enter their details at a later stage via the Paypal website.




I am a web developer and want to use eComm to create stores for my clients. Which version should I buy?

eComm PRO was designed to be used by a single user who has multiple stores. Web developers are encouraged to purchase a copy of eComm store or eComm PRO for the end user.




Are there any additional charges or services required for eComm?

  • If you do not already have a merchant account, you will need to obtain a merchant account or use a payment gateway to process credit card orders.
  • If you do not already have a domain name and web hosting account, we suggest that you obtain them as it will make your store appear much more professional. Domains can be registered at Vendercom and we also offer web hosting via Vendercom.
  • Order server hosting is free for eComm PRO users. eComm store users are charged $15 USD per month.