How to Cancel Your BigCommerce Account and Protect Your Data

In the world of e-commerce, circumstances change, and you may find yourself needing to cancel your BigCommerce account. Whether you’re switching platforms, closing your online store, or simply taking a break from e-commerce, it’s crucial to understand the cancellation process and how to safeguard your valuable data. This comprehensive guide will walk you through the steps to cancel your BigCommerce account, back up your data, and address any challenges you might face along the way.

Understanding the Cancellation Process

Canceling your BigCommerce account involves several steps, which can vary depending on your plan and preferences. Let’s explore the different methods available:

Canceling from the BigCommerce Dashboard

For most standard plans, you can cancel your account directly through the BigCommerce dashboard:

1. Log in to your BigCommerce store
2. Navigate to Account Settings
3. Click on Account Overview
4. Under the Store section, select the store name you want to cancel
5. Scroll down to the Cancel Store section
6. Click on the Cancel Store Plan button

This straightforward process allows you to handle the cancellation on your own without needing to contact customer support.

Canceling by Phone

If you prefer a more personal approach or are on an Enterprise plan, you can cancel your account by phone:

1. Call the BigCommerce Billing team at 1-888-699-8911
2. Follow the prompts to speak with a customer support representative
3. Inform the support staff that you want to cancel your store

The representative will guide you through the cancellation process and address any questions or concerns you may have.

Special Considerations for Enterprise Plans

Enterprise plan cancellations often require more direct interaction with a billing representative. In some cases, you may need to:

• Request cancellation through support channels
• Follow up persistently if the billing team doesn’t contact you promptly
• Consider escalation methods if you encounter difficulties (more on this later)

Protecting Your Data Before Cancellation

Before you proceed with canceling your BigCommerce account, it’s crucial to back up your store data. Once your account is canceled, BigCommerce will delete your store data after a short period, and you won’t be able to recover it. Here’s how to ensure your data is safe:

Using Dedicated Backup Tools

Two popular options for backing up your BigCommerce data are:

1. Skyvia

Skyvia offers a user-friendly solution for backing up your BigCommerce data:

• Sign up for a Skyvia account
• Configure your BigCommerce backup using Skyvia’s GUI
• Set up backups for critical data (orders, categories, products, reviews, customers)
• Enjoy fast backups limited only by the BigCommerce API
• Benefit from secure storage in Microsoft’s Azure cloud with enterprise-grade encryption

2. Rewind

Rewind is another excellent option available directly from the BigCommerce App Store:

• Install Rewind from the BigCommerce App Store
• Select a plan and approve payment information
• Let Rewind automatically start backing up your store
• Enjoy nightly and real-time backups, with the option for manual backups
• Easily restore data, undo mistakes, and recover deleted information

Manual Export (Not Recommended)

While not the most efficient method, you can manually export your data:

1. Log in to your BigCommerce account
2. Export data as CSV files (products, orders, customer data, etc.)
3. Save these CSV files to your computer, external hard drive, or cloud storage

Remember, manual export and restoration can be time-consuming and less reliable than using dedicated backup tools.

Key Data to Back Up

Ensure you back up the following critical information:

• Products
• Orders
• Customer data
• Reviews
• Categories
• Redirects
• Settings and configurations
• Website codes and database information (if applicable)

Additional Steps and Considerations

Before finalizing your cancellation, take care of these important details:

Payment Gateway and Domain

• Cancel any agreements with your payment gateway separately
• Disable domain auto-renewal if you purchased a domain through BigCommerce

Refund Policy

Be aware that BigCommerce does not offer refunds upon cancellation. Make sure you understand this policy before proceeding with the cancellation.

Escalating Issues for Enterprise Plans

If you’re on an Enterprise plan and face difficulties getting in touch with the billing team, consider these escalation methods:

1. Use dedicated support channels provided for enterprise customers
2. Submit a detailed support ticket through the provider’s dashboard
3. Contact your Technical Account Manager (TAM) if one is assigned to you
4. Reach out to multiple departments (sales, customer success, account management)
5. Utilize community forums or public channels cautiously
6. Request escalation to higher-level support or a manager
7. Use any automated support tools available in your plan
8. Follow up consistently and keep records of all communications

Final Thoughts

Canceling your BigCommerce account requires careful planning and execution to ensure a smooth transition and data preservation. By following the steps outlined in this guide, you can confidently navigate the cancellation process, protect your valuable store data, and address any challenges that may arise.

Remember, the key to a successful cancellation lies in thorough preparation, timely communication with BigCommerce support, and diligent backup of your store’s critical information. With these measures in place, you can move forward with peace of mind, knowing that your e-commerce journey with BigCommerce has been properly concluded.