[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.
Each of the different tiers has an upper limit imposed on it, and you’ll see these indicated in the image above. If you feel that you would benefit from more support with your account, you can manually upgrade to the Evolve tier by following the steps within this guide if you choose. 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. 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:
This includes:
- 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 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. The upper limits for each tier are:
- Lite - £15,000 in yearly online sales;
- Basic - £50,000 in yearly online sales;
- Standard - £150,000 in yearly online sales;
- Advanced - £1,000,000 in yearly online sales.
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 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]