Export Your E-Commerce Store File for Support

Applies to: RFMS E-Commerce (EC)
Support required: Use this article when Support asks you to export your EC store file, or when you need to send it to Support for troubleshooting, setup changes, or back-end maintenance.
This article does not apply to normal RFMS Core store setup or general store code changes.

Support may ask you to export and send your E-Commerce store file as a CSV. This file helps Support review or update your store setup. This request commonly comes up during initial setup, when adding a new store to your company file, or when Support needs the file for back-end maintenance or troubleshooting.

Export the Store File to CSV

When you run the export, RFMS creates the file automatically. You will not be prompted to choose where to save it, and nothing downloads.

1. In RFMS, go to E-Commerce > Utilities > Setup > Create Store file for RFMS
2. Read the confirmation message that appears.
   
   • The message tells you the folder location where RFMS saved the file.
   • The message may also display an email address. Use the sending instructions in this article, even if the popup shows a different address.
3. Open Windows File Explorer or go to the RFMS folder provided by your hosting team.
4. Paste, type in, or navigate to the folder location from the message, then press Enter.
5. In the File Explorer search box, search for store.csv.
   
6. When you find store.csv, do one of the following:
   • Use the Share option in Windows to send the file, or
   • Copy the file so you can paste it into a location your email can access, such as your Desktop, then attach it.
     Note: If you are hosted, you may need to copy the file to your Desktop before attaching it.
     

Finding the File in Different Environments

Use the folder path shown in the confirmation message as your starting point.

• If you are not hosted: open Windows File Explorer and go directly to the folder path shown in the message.
• If you are hosted: open the RFMS folder provided by your hosting team, then look for store.csv and copy it to your Desktop if needed before attaching it.

Send the CSV to Support

Use these rules in this order:

1. If a Support agent requested the file, reply to that email and attach store.csv.
2. If you are sending the file without an existing Support email, create an email to [e-mail] and attach store.csv.
3. Use a clear subject line, such as Store file export - [Company Name].
4. In the email body:
   • If Support requested the file, include any information that they have requested.
   • If you’re requesting a change, briefly note what you want updated.

Need help attaching the file?

If you're not sure how to attach a file in your email, use your email provider’s help guide for attaching files.

• Outlook
• Gmail