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Frequently asked questions
Cancel Bigcommerce: The Right Way
How to cancel your BigCommerce subscription in malaysia and protect your store data
What is BigCommerce and why you might want to cancel
BigCommerce is a Software as a Service (SaaS) e-commerce platform that enables you to build, manage, and scale online stores without owning or maintaining physical servers. Founded in 2009 and headquartered in Austin, Texas, the company operates on a recurring subscription model with tiered plans based on your store's sales performance.
For Malaysian merchants, BigCommerce offers a hosted checkout system, product catalog management, payment gateway integrations, SEO tools, and 24/7 support-all delivered through a web-based control panel. The platform supports local payment methods and has documented compatibility with Malaysian payment gateways, making it a practical choice for ringgit-based businesses.
BigCommerce pricing in malaysia
BigCommerce publishes prices in US dollars (USD), which convert to Malaysian ringgit (RM) at current market rates. The table below shows the standard pricing structure as of this guide's publication date.
| Plan | USD per month (annual billing) | Approx. RM per month | Gross merchandise value (GMV) limit |
|---|---|---|---|
| Core | $29.00 | RM137 | Up to RM141,600 |
| Growth | $79.00 | RM372 | Up to RM472,000 |
| Scale | $299.00 | RM1,411 | Up to RM4.72 million |
| Performance | $1,499.00 | RM7,075 | Above RM4.72 million |
BigCommerce includes a 15-day free trial with no credit card required at signup. Once you exceed the gross merchandise value (GMV) threshold for your current plan, the system automatically upgrades you to the next tier, which is a key reason many merchants seek cancellation-unexpected charges when sales grow.
Why malaysian merchants cancel BigCommerce
Cancellation requests typically fall into three categories: cost concerns (especially when auto-upgrades trigger unexpectedly), migration to a competitor platform, or a decision to cease trading. Some merchants feel the higher-tier pricing becomes too steep when converted to ringgit, particularly if they operate on thin margins. Others find the auto-upgrade policy frustrating and choose to exit rather than manage escalating fees.
Yafee understands that cancellation decisions are never simple, especially when your business depends on your e-commerce platform. Whatever your reason, you have clear legal rights under Malaysia's consumer protection framework, and we walk through each step below.
Your consumer rights when cancelling BigCommerce in malaysia
Malaysia's primary consumer protection law is the Consumer Protection Act 1999 (CPA 1999), which grants you specific rights when you purchase or cancel digital services. This section grounds your cancellation process in law.
Your legal position under the consumer protection act 1999
Under the CPA 1999, any subscription service provider (including BigCommerce) must:
- Provide you with clear, written terms before you pay.
- Honour the cancellation terms stated in your agreement.
- Not charge you after cancellation unless you have explicitly authorised further charges.
- Cease providing the service within a reasonable timeframe after you cancel.
- Respond to complaints within 14 days of receipt.
Furthermore, if BigCommerce fails to honour these obligations, you can lodge a formal complaint with the Federation of Malaysian Consumers Associations (FOMCA) or escalate to the Ministry of Domestic Trade and Consumer Affairs (KPDNKPP) for enforcement action.
Consequently, your cancellation is not a favour-it is a contractual right. Once you cancel, BigCommerce must stop billing you at the next renewal cycle. If they continue to charge you after cancellation, you have grounds to demand a refund and pursue compensation under the CPA 1999.
What BigCommerce's terms say about cancellation
BigCommerce's standard terms state that you may cancel your subscription at any time through your control panel. There is no minimum contract duration or penalty for early termination on most plans. Once you initiate cancellation, your access ends at the end of your current billing cycle-you do not lose access immediately.
Importantly, BigCommerce will not refund unused portions of your subscription fees unless you cancel within a specific window (typically before the next renewal charge processes). After cancellation, the company retains your store data for 90 days before permanent deletion. If you need your data longer, you must export it before the 90-day period ends.
How to cancel your BigCommerce subscription step by step
The cancellation process is straightforward and takes approximately 5 minutes, but preparation is essential to avoid losing data or facing post-cancellation billing disputes.
Step 1: log in to your BigCommerce control panel and verify your account details
Access your BigCommerce dashboard at app.bigcommerce.com using your email and password. Once logged in, navigate to Settings > Billing and subscription to confirm the following information:
- Current plan name (Core, Growth, Scale, or Performance).
- Next billing date and renewal amount.
- Billing method on file (credit card, bank transfer, or other).
- Any automatic upgrades scheduled based on GMV thresholds.
Take a screenshot of each page for your records. This documentation protects you if a billing dispute arises after cancellation.
Step 2: export all critical store data before cancellation
Once you cancel, your store remains accessible until the end of your current billing cycle, but you lose access permanently after that date. You must export and store locally all data you wish to retain:
- Navigate to Products and export your product catalog as a CSV file.
- Go to Customers and export your customer database.
- Navigate to Orders and export all transaction records.
- Save your current theme files by downloading them from Storefront > My Themes.
- Record all active payment gateway credentials and API keys.
- Export any tax rules, shipping zones, or custom settings you have configured.
Store these files in multiple secure locations (cloud storage, external drive, or email backup). If you plan to migrate to another platform, this data is your bridge to the new service.
Step 3: download and remove any paid apps or integrations
BigCommerce's app marketplace includes paid extensions for inventory management, marketing automation, and accounting integrations. Some of these apps charge separate fees in addition to your subscription. Before cancelling:
- Navigate to Apps > My Apps and review all installed applications.
- Note which apps charge standalone fees.
- Uninstall any paid apps to stop their monthly billing immediately.
- Document API credentials for apps you plan to use with a new platform.
Yafee advises removing paid apps before cancelling your store, because uninstalling apps after cancellation can be problematic if you no longer have store access.
Step 4: verify no auto-renewal is scheduled and cancel through the control panel
Navigate to Settings > Billing and subscription and locate the "Cancel subscription" or "Close store" button. The exact label depends on your BigCommerce version, but it is always in the Billing section.
Click the cancel button and complete the cancellation flow. BigCommerce will ask you to confirm your reason for cancellation (optional feedback) and may offer you a discount to retain your business. You can accept or decline the offer and proceed with cancellation.
Once you confirm, BigCommerce will send you a cancellation confirmation email to your registered email address. This email is your proof of cancellation-save it in a folder marked "BigCommerce" for future reference.
Step 5: confirm cancellation with BigCommerce support
Do not assume cancellation is complete based on the on-screen message alone. Send a follow-up email to [email protected] with the subject line "Cancellation confirmation for [your store name]" and include:
- Your BigCommerce store URL or account ID.
- The date you initiated cancellation through the control panel.
- Your request for written confirmation that no further charges will occur.
- Your request for confirmation of the data retention deadline (90 days).
Request a reply within 5 business days. This email creates a documented record that protects you if BigCommerce's billing system fails to stop charges on the renewal date. Keep this email thread for at least 12 months.
After cancellation: what happens to your store and data
Understanding the post-cancellation timeline prevents stress and data loss. This section clarifies what you can expect once your cancellation is complete.
Your store access timeline after cancellation
After you cancel, BigCommerce does not revoke access immediately. Instead, your store remains fully operational until the end of your current billing cycle. For example, if you cancel on 15 June and your next billing date was 1 August, you retain full access until 31 July at 23:59 (GMT+8).
On the renewal date, BigCommerce suspends your store access. You cannot log in, edit products, or process orders. Your storefront (the public-facing website) also goes offline unless you have migrated it to another host.
In accordance with BigCommerce's stated policy, your account data remains stored on BigCommerce's servers for 90 days after suspension. After 90 days, the company permanently deletes all store data, including products, customers, orders, and configurations. There is no recovery option after this point.
How to retrieve your data if you cancelled unexpectedly
If you cancelled but did not export data, or if you change your mind within 90 days, you have a brief recovery window. Contact [email protected] immediately with your store name and request temporary re-activation to export data. BigCommerce may grant a short extension (typically 7 to 14 days) to retrieve your information, though this is not guaranteed.
Yafee strongly recommends exporting data immediately upon cancellation rather than relying on this emergency process.
Managing domain and DNS after cancellation
If your store domain (for example, mystore.my or mystore.com.my) is registered through BigCommerce, you must transfer it to a new registrar before your cancellation takes effect. Navigate to Storefront > Domain names and either:
- Transfer the domain to an independent registrar such as MyDomain, Namecheap, or a local Malaysian registrar.
- Point the domain's DNS records to a new hosting provider or e-commerce platform.
If you do not transfer the domain, BigCommerce will retain control of it after your store closes, and you may lose access permanently.
Refund policy: what you can expect to recover
BigCommerce's refund policy depends on when you cancel relative to your billing date and whether your subscription is eligible for a refund under the company's stated terms.
Refunds for unused subscription time
BigCommerce does not automatically refund unused portions of your subscription fee. However, if you cancel within 5 business days of your next renewal charge being processed, the company may refund the renewal charge at its discretion. This is a courtesy refund, not a legal obligation.
To request a refund, email [email protected] with your store name, the renewal charge date, and your reason for cancellation. Include your cancellation confirmation email as proof. If BigCommerce refuses, you can escalate to the FOMCA under the CPA 1999 and argue that the company failed to provide the service as promised.
Refunds for paid apps and add-ons
If you purchased paid apps or add-ons and cancel before using them fully, those charges may also be refundable. Contact each app provider directly (not BigCommerce support) to request a refund. Many third-party app vendors offer 14 to 30-day refund windows.
Common cancellation traps and how to avoid them
Most cancellation problems arise not from BigCommerce's policy, but from user oversights. Here are the real pitfalls, and how Yafee recommends you sidestep them.
Trap 1: cancelling but not stopping auto-renewal of add-ons
Your main BigCommerce subscription may cancel successfully, but paid apps and extensions can continue charging your credit card independently. Before cancellation, log in to your BigCommerce Apps section, uninstall all paid applications, and verify that no recurring charges remain scheduled.
Trap 2: losing access to data before 90 days
The 90-day data retention window is fixed. If you delay data export and forget about it, BigCommerce will permanently delete your product catalogue, customers, and orders without warning. Export everything on the day you cancel, not later.
Trap 3: being charged after cancellation due to billing system lag
In rare cases, BigCommerce's billing system may not stop charges immediately, and a renewal fee appears on your credit card days or weeks after cancellation. This is not a refusal to honour your cancellation-it is usually a technical delay. Your confirmation email and follow-up message to support prove that you cancelled on time.
If you are charged after cancellation, contact your credit card company and initiate a chargeback dispute citing your cancellation confirmation email. Simultaneously, escalate to BigCommerce support with evidence of your cancellation request. Do not assume the charge is final.
Trap 4: assuming "cancel" means immediate shutdown
Cancellation does not end your store access instantly. You retain full access until the end of your current billing cycle. Use this time to migrate your data, update your domain DNS, and notify customers of any store closure. Do not cancel and then expect immediate re-activation-that process requires a new subscription.
Pricing comparison and cancellation checklist
Before you make your final decision, review this comparison of BigCommerce against common alternatives, and use the checklist to ensure nothing is overlooked.
BigCommerce versus alternative platforms
| Factor | BigCommerce Core (RM137/month) | Shopify Basic (RM219/month approx.) | WooCommerce (self-hosted, RM30-100/month) |
|---|---|---|---|
| Setup complexity | Hosted (no server management) | Hosted (no server management) | High (WordPress, plugins, hosting) |
| Monthly cost (entry level) | RM137 | RM219 | RM30-100 |
| Auto-upgrade when sales grow | Yes, at GMV thresholds | No, manual upgrade only | No |
| Payment gateway support (Malaysia) | Yes (documented) | Yes (via third-party apps) | Yes (via plugins) |
| Data export on cancellation | Requires manual export before deadline | CSV export available | Full database access (yours to manage) |
| Support quality | 24/7 chat and email | 24/7 chat and email | Community only (paid options available) |
Pre-cancellation checklist
Complete every item below before you click "Cancel" to avoid regret or data loss:
- Log in to your BigCommerce account and screenshot your Billing page (current plan, renewal date, amount).
- Export your product catalogue as CSV.
- Export your customer database.
- Export all orders and transactions.
- Download your current theme files.
- Document all payment gateway credentials and API keys.
- Uninstall all paid apps and confirm no recurring charges remain.
- Transfer your domain to a new registrar if it is registered with BigCommerce.
- Notify your customers of the store closure or migration (if applicable).
- Set up redirects on your domain to a new platform or holding page.
- Save your cancellation confirmation email in a dedicated folder.
- Send a follow-up confirmation email to [email protected].
- Calendar the 90-day data deletion deadline so you remember to retrieve data if needed.
Contact information and next steps
Once you initiate cancellation through the BigCommerce control panel, here is how to proceed if you encounter resistance or billing disputes.
BigCommerce support channels
For cancellation confirmation or billing disputes, contact:
- Email: [email protected]
- Live chat: Available in your BigCommerce control panel under Help > Contact support (24/7).
Include your store name or account ID, the date of cancellation, and a clear description of your issue. Expect a response within 1 to 2 business days via email.
If BigCommerce refuses to cancel or continues billing you
In the unlikely event that BigCommerce denies your cancellation request or continues charging you after you have cancelled, escalate as follows:
- Gather all evidence: your cancellation confirmation email, support correspondence, and bank statements showing unwanted charges.
- Contact your credit card company or bank and initiate a chargeback dispute, citing the post-cancellation charges as fraudulent or unauthorized.
- Lodge a formal complaint with the Federation of Malaysian Consumers Associations (FOMCA) by visiting fomca.org.my or calling their hotline.
- If needed, escalate to the Ministry of Domestic Trade and Consumer Affairs (KPDNKPP) for enforcement action under the Consumer Protection Act 1999.
Consequently, BigCommerce cannot ignore a cancellation request backed by formal consumer complaint. The CPA 1999 empowers FOMCA and KPDNKPP to compel refunds and impose penalties on non-compliant companies.
Summary: why you can cancel with confidence
Cancelling your BigCommerce subscription is a straightforward process, but success depends on preparation. Export your data within 90 days, remove paid apps before cancellation, and document every step for your records.
Your consumer rights under Malaysia's Consumer Protection Act 1999 protect you. BigCommerce must honour your cancellation, stop billing you at the next renewal, and allow you to retrieve your data before the 90-day deletion deadline. If the company fails to comply, you have recourse through FOMCA and the KPDNKPP.
Yafee has helped thousands of consumers cancel SaaS subscriptions without losing data or facing surprise charges. Our contract law team grounds every recommendation in legal framework, so you never cancel blind. Whether you are migrating to another platform, closing your store, or simply seeking lower costs, Yafee (yafee.com) provides the clarity and confidence you need to take action. Visit Yafee today to explore tools that simplify subscription management and help you stay in control of your billing.