eCC Frequently Asked Questions

Install & Setup

Q1. How do i install eCC?

eCC is a desktop software and you can download the latest release from our customer portal by signing up for an account. The download includes a standard Windows installer which will guide you through the install process. eCC has a couple of pre-requisites (like .Net 3.5 framework and Microsoft SQL server) but don't worry if you don't have those, the eCC installer will prompt you to download and install them. Also, depending on the type of store you have, you'll also need to install the eCC Store module at your online store. Look for detailed instructions in the customer portal.

Q2. What else do I need in order to use eCC?

To integrate eCC with QuickBooks, make sure you have QuickBooks installed and setup. Also, you'll want to get your online store setup to test the full integration.

Q3. How do I upgrade to eCC v3?

To upgrade to eCC v3, go to the pricing page and click on the "existing customer" button. Now enter your email address to get a password for your account. Once you get access, you can login to the customer portal to download eCC v3.

Q4. Can I transfer my old eCC v2 data to eCC v3?

Yes. Once you've installed eCC v3, you'll find a button called "Transfer old eCC data" on the My Stores screen. Click on that button and go through the wizard to transfer all your old data and settings to eCC v3.

Q5. Can I transfer my old eCC v1 data to eCC v3?

No. You'll have to setup eCC v3 from scratch if you're running eCC v1.

Q6. I'm currently running eCC v2, why should I upgrade to eCC v3?

eCC v3 is faster, more secure, has more features and can handle higher volumes of data. Check out the release notes to learn more about what's included.

Q7. I'm currently running eCC v2, do I have to upgrade to eCC v3?

No, you don't have to. You can continue using eCC v2 as long as you like. Although we are no longer adding new features to eCC v2, we will be supporting it until your support plan expires. If/when you want to upgrade to eCC v3, you'll get discounted pricing since you've already paid for a eCC v2 license.

Q8. Can I install eCC on a Mac?

Unfortunately, Intuit does not provide a development kit for integration with QuickBooks on Mac so eCC does not integrate with it. If you have a virtual machine installed on your Mac (like Parallels) with Windows, you can install QuickBooks windows version and run eCC within the virtual windows environment.

Q9. When I signup for eCC,  can I activate the full version from the trial version or do I have to re-install?

After you signup, simply restart eCC and login with your account email and password to start using eCC with all the features included in your plan.

Q10. I am getting errors when installing on Windows Vista

There are couple of requirements that must be followed in order for eCC to work with Window Vista.

- The Vista user account must have its User Account Control (UAC) set to On (as recommended by Microsoft)
- Both QuickBooks and eCC should be run with standard user permissions (NOT elevated to run as administrator).
- Please ensure that you follow the instructions on this page to perform the installation: http://www.webgility.com/vista-installation-guide.php

Q11. I'm getting this error when retrieving items from QuickBooks: "System Error: Object reference not set an instance of an object".

This means that you have NULL or BLANK values in the cost or price field of your QuickBooks products. Please go through your QB items list and add a zero "0" or a proper number in the price or cost field wherever its null and this issue will be resolved.

Q12. Does eCC work with QuickBooks Online Edition?

No. Currently, eCC only integrates with desktop editions of QuickBooks.

Q13. How many users and/or stores can I integrate using eCC?

You can have up to 50 stores and 20 add-on users. If you need more, contact our sales team.

Q14. Will the eCC online store module work if my site uses SSL, i.e. https://?

Yes.

Q15. I’m getting an error message “the underlying connection is closed. The connection closed unexpectedly". What can I do to fix this?

This error typically occurs if eCC is unable to connect to your online store module due to the reason that server is busy at that point of time. Please try establishing the connection after a few minutes.

Q16. Can I setup eCC on multiple computers?

Yes. You can use eCC on multiple computers. If you would like multiple users to login simultaneously, you must purchase additional user accounts. The primary/admin user can control the permissions of the add-on users.

Q17. I have 2 online stores. Can I use eCC to synchronize both stores? Do I have to purchase 2 copies?

With eCC, you can configure multiple online store profiles so it can work with several stores. You must purchase add-on stores to use eCC with more than 1 store. Also, if you are looking to install on 2 separate computers, you can purchase a add-on users for eCC.

Q18. Do you provide customization for eCC?

Yes. Webgility provides custom development services. Visit this page to send us your requirements and get a quote: http://www.webgility.com/contact.php

Q19. Do I have to take my store offline to install eCC?

Nope. eCC installation is completely non-intrusive so you can install the eCC store module without affecting your business. We do recommend installing it on a test store if you want to play around with all the features.

Q20. Do I have to upgrade all my user accounts to eCC v3 or can some keep using eCC v2?

If you've decided to upgrade, you'll want to get everyone on the new eCC v3.

Q21. What is the Customer Portal?

Customer Portal is a secure website that enables you to manage your account with Webgility, download modules, get support, modify billing preferences and manage users/add-ons. The Customer Portal uses the same email and password as your eCC login.

Shipping

Q1. What shipping processors can I use with eCC?

eCC integrates with FedEx, UPS Worldship, Stamps.com, Endicia Dazzle and QuickBooks Shipping Manager.

Q2. How does eCC generate UPS labels?

eCC can integrate with UPS Worldship. eCC uses the XML Auto-import feature of UPS Worldship to generate labels and get the tracking information.

Q3. Does eCC work with QuickBooks Shipping Manager?

Yes. With eCC you can post the order to QuickBooks with the customer's shipping details so you can process the shipment using QuickBooks Shipping Manager. After processing the shipment, go back to eCC and click on “Retrieve Tracking Id”. eCC will download the tracking information from your QuickBooks transaction. This tracking information is then saved with the order so it can be easily posted back to your online store.

Q4. Is there is any option to save the default settings for Endicia Dazzle and/or UPS WorldShip and/or USPS?

Yes. You can set and save default settings for both Endicia and UPS Worldship during store configuration.

Q5. When processing orders with Endicia Dazzle, there is a long delay and eCC appears to be frozen. Is there a problem?

No. You may notice a delay sometimes when processing labels with Endicia Dazzle but this is because eCC is waiting to receive a response from Dazzle. You can configure Endicia Dazzle to reduce this communication delay. To do so, click on the “Option” tab and go to “Premium Services”. Make sure you check the option for “Check for XML” and also change the time option to X seconds.

Q6. Will eCC automatically post tracking number(s) back to Online Store once I complete shipping?

Yes eCC will post the tracking id and order notes back to your online store when you click on “Post to Store” OR if you configure the eCC Scheduler to automatically post orders back to your online store.

Q7. Where can I view my stamps.com postage history?

When printing with eCC, the label print history is stored on stamps.com website rather than in your Stamps.com software. Login to Stamps.com website and click on the "View History" tab. On this tab, you'll see a history of all prints. The history page has all of the functionality such as refund requests, tracking, claims. etc.

Q8. Can I validate addresses and shipping rates within eCC?

Yes, but this feature is currently available only with FedEx and Stamps.com

Products

Q1. Does eCC transfer products between my online store and QuickBooks?

Yes, eCC has a product module that enables you transfer products in bulk from QuickBooks to Store or vice versa. It also provides the ability to synchronize the price and/or quantity of matching products. It first runs a report to match existing products based on SKU or product name. You can then synchronize the mismatched products or create missing products.

Q2. Which fields does eCC synchronize? Does it handle variations?

eCC currently synchronizes the quantity and price fields for a product. eCC also enables you to transfer products from your online store to QuickBooks or vice versa. Please refer to the comparison chart for details on the features supported across various shopping carts.

Q3. Can eCC create a product in multiple categories when posting new products to the online store?

Yes, eCC can designate multiple categories for a product.

Q4. How does eCC handle Grouped or Configurable items?

eCC does not transfer Group or Assembly items, however, if you receive orders with group/assembly items, eCC will try to match them up correctly with QuickBooks. If it doesn't find a match, you can map them manually. Once the item is mapped, all future orders will automatically match.

Q5. How does eCC handle products with variations, such as apparel?

eCC can handle product variations (parent-child items) depending on your shopping cart. Please refer to the comparison chart for details on the features supported across various shopping carts.

Q6. When I go to the configure products page I am unable to proceed and I get the following error message: “Please click on Retrieve items from QuickBooks to continue”.

eCC supports Inventory items and you must have at least 1 item created in QuickBooks to use eCC. Create a single inventory item and the try again.

Q7. How does eCC handle Group or Assembly items? Does eCC create Group or assembly items in QuickBooks.

eCC can download and post Group or Assembly items in QuickBooks transactions and it also enables you to MAP these items with any item in your online store. The only limitation is that eCC doesn't enable you to create new Group or Assembly items in QuickBooks.

Q8. If a purchase is made via the online store will eCC make the inventory change in QuickBooks and vice versa? If so, can this be automatic or on a timed interval?

When a purchase is made via the online store and you download the order, eCC will try to find a matching product in QuickBooks. If a product match is found it will post the order into QuickBooks and reduce the quantity for that product in QB.

If it doesn't find the products, it will popup a window asking you CREATE the missing product or MAP it to an existing item in QuickBooks.

If you create an order directly in QuickBooks, it will not be automatically updated in your online store. However, with the inventory synch module, you can setup the scheduler to periodically check inventory changes in QB and update your online store.

Q9. How often does eCC synchronize the price and quantity of products?

eCC will update the quantity of products when you post orders into QuickBooks. If you're using the product manager, you can do the sync manually or setup the eCC scheduler to do the sync automatically every hour or so.

Q10. How many products can eCC handle?

We've tested eCC with a catalog of up to 200,000 products. If you have a larger catalog and need some help, please reach out to our support team.

Q11. When I retrieve data from QuickBooks®, I get the following error ,"An exception occurred! Type: UTFDataFormatException, Message: invalid byte 1 () of a 1-byte sequence. SAXParseException: error at line 1696, column 11 in XML data."

To resolve this issue please click here

Payment

Q1. Does eCC provide an online payment gateway?

No. eCC is not an online payment gateway. eCC can be used to process payments for offline phone orders or to capture payments that are already authorized with PayPal or Authorize.net

Q2. How do I setup eCC with QuickBooks Merchant Service?

You must have an Intuit Merchant account which allows you to process credits through the Web in order to integrate with eCC.

Q3. Does eCC support multiple currencies?

eCC treats all amounts simply as numbers and posts them into QB as-is. It doesn't do any currency conversions.