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Frequently asked questions
Cancel BigCommerce: The Right Way
How to cancel BigCommerce in new zealand and protect your data
What BigCommerce is and why new zealand merchants use it
BigCommerce is a hosted e-commerce platform that lets you build and run an online store without installing software or managing servers yourself. The platform handles infrastructure, payment processing, and store management tools while you focus on selling your products.
Thousands of New Zealand merchants rely on BigCommerce to power their online retail operations. The service includes unlimited product listings, built-in SEO tools, payment integrations across multiple providers, email marketing connections, and an extensive app marketplace. Your subscription tier determines your revenue limit and which advanced features you can access, such as abandoned cart recovery, detailed product filtering, API access, and priority customer support.
If BigCommerce no longer aligns with your business goals, this guide explains your consumer rights under New Zealand law and walks you through every cancellation method available. Yafee has compiled this resource to help you understand your position and exit smoothly.
Core features included in BigCommerce
BigCommerce delivers a comprehensive toolset designed for growing online retailers. You receive unlimited product listings, integrated SEO optimization, native email marketing integrations, multi-currency support, and the ability to accept payments through Stripe, PayPal, Square, and other processors. Higher-tier plans unlock API access for custom integrations, priority support channels, and branded checkout experiences that strengthen customer trust.
Who should consider cancelling
You might cancel if you are switching to a different e-commerce platform, shutting down your online store, relocating to a different service provider, or finding the monthly cost unjustified by your sales volume. Before you commit to cancellation, evaluate whether your business needs have genuinely changed or whether you simply need to upgrade your plan or reduce your feature usage instead.
Your consumer rights under new zealand law
New Zealand consumer law provides you with substantial protections when you subscribe to online services, regardless of where the company operates.
Consumer guarantees act protections
The Consumer Guarantees Act 1993 (CGA) mandates that all services supplied in New Zealand must be of acceptable quality, fit for the purpose you made known to the supplier, and delivered within a reasonable timeframe. If BigCommerce experiences repeated outages, your store becomes inaccessible during peak trading periods, or the service fails to deliver features promised in their marketing materials, you have legal grounds to request a remedy.
Your legal position: Under the CGA, you can pursue a refund, replacement service, or compensation if BigCommerce breaches these guarantees. You do not need to accept their standard "non-refundable fees" clause if the service was defective. The Commerce Commission enforces this Act and can investigate complaints if BigCommerce refuses to cooperate.
Maintain detailed records of all service outages, performance degradation, unresolved support tickets, and email correspondence with BigCommerce. Screenshot evidence of downtime, error messages, and unresponsive support teams becomes essential documentation if you escalate your dispute to the Commerce Commission or pursue a claim in the District Court.
Your cancellation and refund rights
BigCommerce's terms of service typically state that all subscription fees are non-refundable. This clause does not override New Zealand consumer law. If you can demonstrate that the service was defective, unreliable, or materially different from what was advertised, your statutory rights under the CGA supersede their refund policy.
If you purchased BigCommerce through the Apple App Store or Google Play Store in New Zealand, you also benefit from their independent refund windows. Apple provides a 14-day refund period for subscriptions, while Google Play allows 14 days for most purchases. These rights exist separately from BigCommerce's own cancellation terms and may offer you an alternative remedy route.
Yafee recommends documenting your cancellation request and any response from BigCommerce's customer service team. If they deny your refund claim and you believe the service was defective, the Commerce Commission can investigate on your behalf at no cost to you.
How to cancel BigCommerce: step-by-step methods
You can cancel your BigCommerce subscription through your merchant control panel, contact the company directly, or invoke your rights through app store platforms if you subscribed via Apple or Google.
Cancel through the BigCommerce control panel
This method is the fastest cancellation pathway and provides immediate confirmation.
- Sign in to your BigCommerce merchant dashboard using your registered email address and password.
- Visit www.bigcommerce.com and click the login button in the top navigation.
- Enter your credentials for the store account you wish to cancel.
- Navigate to your account settings from the left-hand menu.
- Locate the settings icon or gear icon in the sidebar.
- Select "Account" or "Account Settings" from the dropdown options.
- Find your subscription overview or billing section.
- Look for a tab labeled "Plan," "Subscription," or "Billing Overview."
- This section displays your current plan, renewal date, and payment method.
- Select the option to cancel or downgrade your store plan.
- Click the "Cancel Store Plan" or "Cancel Subscription" button.
- BigCommerce may present retention offers, such as discounted monthly rates or temporary promotional pricing.
- Confirm the cancellation when prompted.
- BigCommerce will display a final confirmation screen with your cancellation effective date.
- Note this date, as your store will remain accessible until that point.
- Receive a cancellation confirmation email within one business day.
- Check your inbox and spam folder for this confirmation from BigCommerce.
- This email serves as proof of your cancellation request.
Cancel via email if control panel access is unavailable
If you cannot access your BigCommerce control panel or prefer written confirmation, contact BigCommerce support directly by email.
- Compose an email to BigCommerce customer support.
- Address it to [email protected] or visit www.bigcommerce.com/contact to locate the current support email address.
- Use the subject line: "Cancellation Request for [Your Store Name]"
- Include all necessary account identification information.
- State your full name, registered email address, store name, and the email used to create the account.
- Provide your store URL if applicable.
- Clearly state your intent to cancel your subscription.
- Write: "I hereby request cancellation of my BigCommerce subscription effective immediately" or specify a preferred cancellation date.
- Request written confirmation of your cancellation request and the effective cancellation date.
- Request that BigCommerce provide export instructions for your store data.
- Ask them to explain how you can download your product catalogue, customer data, order history, and any custom code or configurations.
- Request the deadline by which data will be permanently deleted.
- Send the email and retain a copy for your records.
- BigCommerce typically responds within 2-3 business days.
- Save this correspondence as evidence if you later need to escalate a dispute.
Cancel through apple app store or google play store
If you subscribed to BigCommerce through a mobile app platform, you can cancel through that app store instead of contacting BigCommerce directly.
- Open the Apple App Store or Google Play Store on your device.
- Launch the App Store app (iPhone/iPad) or Google Play app (Android devices).
- Tap your profile icon in the bottom right or top right corner.
- Navigate to your subscriptions section.
- On Apple: Tap "Subscriptions," then select "BigCommerce" from the list.
- On Google: Tap "Manage Subscriptions," then find "BigCommerce" in your active subscriptions.
- Select the option to cancel or turn off the subscription.
- Tap "Cancel Subscription" (Apple) or "Cancel Subscription" (Google).
- You may be offered a discounted rate; you can accept or decline this offer.
- Confirm the cancellation in the prompt that appears.
- Apple and Google will display your cancellation effective date (usually the end of your current billing cycle).
- You will receive a confirmation email from the app store platform.
- Verify that the subscription no longer appears in your active subscriptions list.
- Return to the subscriptions or manage subscriptions screen.
- BigCommerce should no longer be listed.
Data export and account wind-down
Before your cancellation takes effect, you must export all critical business data to avoid permanent loss of your information.
Export your store data before cancellation is finalised
BigCommerce typically allows you to download your data for a limited period after cancellation. Once your account is fully closed, data recovery becomes difficult and often impossible.
Access your store's admin panel and navigate to the import/export section. BigCommerce allows you to export product data (SKU, descriptions, pricing, inventory), customer information (names, email addresses, order history), and order records in CSV or XML format. Take screenshots of your store configuration, custom CSS, and any third-party app integrations so you can reconstruct these settings on a new platform. If you have custom code or API integrations, request a copy from BigCommerce support in writing before your cancellation becomes effective.
Yafee recommends keeping all exported data in at least two separate locations (an external hard drive and cloud storage) to protect against accidental loss. Label each backup with the export date and the type of data contained within.
Redirect your domain if applicable
If you have connected a custom domain to BigCommerce, update your domain's DNS records before or immediately after cancellation to avoid broken links and lost traffic.
Log in to your domain registrar (GoDaddy, Namecheap, etc.) and update the nameservers or CNAME records to point to your new platform or a temporary holding page. Inform BigCommerce in writing if you are redirecting the domain, as this may affect their data retention obligations to you.
Refund eligibility and timelines
Your eligibility for a refund depends on the timing of your cancellation and whether you can demonstrate service defects.
| Scenario | Refund eligibility | Timeline |
|---|---|---|
| Cancelled within 14 days of initial purchase (first subscription) | Yes, under Consumer Guarantees Act | Request within 14 days; BigCommerce must respond within 5 working days |
| Cancelled mid-month, no service defects | No; fees are non-refundable under BigCommerce terms | Service ends at end of billing cycle |
| Service was defective or unavailable (outages, downtime) | Yes, under Consumer Guarantees Act | File complaint with Commerce Commission; investigation takes 20-30 working days |
| Subscribed via Apple App Store (within 14 days) | Yes | Request refund via App Store; Apple processes within 5-10 business days |
| Subscribed via Google Play Store (within 14 days) | Yes | Request refund via Play Store; Google processes within 5-10 business days |
| Billed to credit card; service performed without defect | No direct refund; consider chargeback as last resort | Chargeback disputes resolve within 60-90 days |
How to request a refund from BigCommerce
If you believe you are entitled to a refund under the Consumer Guarantees Act, submit a formal written request to BigCommerce before escalating to the Commerce Commission.
Email BigCommerce support with the subject line "Refund Request under Consumer Guarantees Act 1993." Clearly state your store name, account email, the dates you were charged, the total amount you paid, and the specific grounds for your refund claim (service outages, downtime, undelivered features, or cancellation within 14 days of purchase). Attach copies of any supporting evidence: screenshots of downtime, support tickets you filed, or correspondence showing BigCommerce failed to resolve service issues. Request a response within 10 working days and ask them to confirm receipt of your request.
If BigCommerce denies your refund claim or does not respond within 10 working days, you can file a complaint with the Commerce Commission (www.beehive.govt.nz/commerce-commission). The Commission investigates disputes at no cost to you and can compel BigCommerce to issue a refund if it finds the company breached the CGA. Yafee recommends keeping all correspondence with BigCommerce throughout this process.
Common mistakes to avoid when cancelling
Cancellation feels stressful, but understanding these pitfalls ensures you protect your business and your data.
Mistake 1: cancelling without exporting data first
Your store data will be deleted within 30-90 days of cancellation. If you have not exported product information, customer records, and order history by that deadline, you lose access permanently. BigCommerce does not provide data recovery services after this window closes.
Mistake 2: ignoring pending refund claims
If you believe you deserve a refund under the Consumer Guarantees Act, submit your request immediately. The longer you wait, the weaker your case becomes, and BigCommerce may cite the time elapsed as evidence you accepted the service. The Commerce Commission takes refund complaints seriously, but you must act within a reasonable timeframe (typically 12 months of the charge date).
Mistake 3: cancelling without documenting service outages
If your reason for cancelling is that BigCommerce was unreliable or your store frequently went offline, gather evidence before you cancel. Download copies of support tickets, status page screenshots, and email threads with BigCommerce staff. Once your account is closed, these records become harder to retrieve.
Mistake 4: allowing the domain to point to a dead page
If you have not redirected your domain after cancellation, customers will land on a blank or error page, damaging your reputation. Update your domain's DNS settings immediately to point to your new platform or a professional "coming soon" page. This process takes a few minutes but prevents lost sales and confused customers.
Mistake 5: not checking the cancellation effective date
BigCommerce typically cancels at the end of your current billing cycle, not immediately. If you cancel on the 5th but are billed on the 1st of each month, you will be charged for the remainder of that cycle. Check your cancellation confirmation email for the exact effective date and plan accordingly.
What happens after your cancellation is processed
Cancellation does not happen instantly; understanding the post-cancellation timeline protects your interests and your data.
First 24 hours: confirmation phase
BigCommerce sends a cancellation confirmation email within one business day. This email includes your cancellation effective date and any outstanding charges. Verify that this date matches what you agreed to. If BigCommerce has billed you for an additional cycle after your requested cancellation date, reply to this email in writing and ask for clarification. Save this email as evidence.
Days 2-30: data export window
Your store remains accessible for 30 days after cancellation (in most cases). During this window, you can export all remaining data via your control panel. After day 30, BigCommerce may restrict access or delete your data, making recovery impossible. Do not delay; export everything you need within the first two weeks.
Days 30-90: data deletion phase
BigCommerce may begin permanently deleting your account data 30 days after cancellation. Different data types (products, customers, orders, configurations) may be deleted on different timelines. Once deletion begins, it is irreversible. Contact BigCommerce in writing if you have additional data you still need to retrieve.
After day 90: account closure
Your account is fully closed and inaccessible. BigCommerce retains no obligation to restore your data. If you discover you missed something, your only recourse is to contact BigCommerce in writing and request a special data recovery, which they may refuse or charge for.
Pricing breakdown and cost implications
Understanding BigCommerce pricing helps you assess whether cancellation is the right decision and when you should cancel to minimise costs.
| Plan tier | Monthly NZD cost (approximate) | Annual NZD cost | Best for |
|---|---|---|---|
| Standard | $66 NZD | $792 NZD | New stores and small retailers |
| Plus | $165 NZD | $1,980 NZD | Growing stores with higher transaction volumes |
| Pro | $330 NZD | $3,960 NZD | Established stores needing advanced integrations |
| Enterprise | Custom pricing | Variable | Large retailers with custom requirements |
| Transaction fees | 0.5% to 1.5% per transaction | Varies by plan | Additional cost on top of plan fee |
| Premium apps and add-ons | $20-500+ NZD per month | Varies | Optional advanced features |
If you are paying for apps or premium add-ons you no longer use, cancelling those subscriptions before you cancel BigCommerce itself can reduce your overall costs. Review your account and deactivate unused apps first to lower your monthly spend.
Checklist before you cancel
Use this checklist to ensure you have completed all necessary steps before BigCommerce processes your cancellation.
- Backup all product data (SKU, prices, descriptions, inventory) in CSV or XML format.
- Export all customer information (names, email addresses, contact history) in a structured file format.
- Download all order records (order numbers, dates, amounts, customer details, payment methods) for your accounting and tax records.
- Screenshot or document your store configuration, custom CSS, theme settings, and payment gateway configurations.
- Request copies of any custom code, API integrations, or third-party app configurations from BigCommerce in writing.
- Note all third-party apps and integrations currently active on your store; document which services you want to keep and migrate.
- If you have a custom domain pointing to BigCommerce, prepare your domain registrar to receive new DNS instructions.
- Document any outstanding charges, refund requests, or billing disputes in writing.
- Verify the cancellation effective date in your BigCommerce confirmation email and note it in your records.
- Set a calendar reminder for day 25 after cancellation to remind yourself that data export access will soon expire.
- If you are eligible for a refund under the Consumer Guarantees Act, draft a written request to BigCommerce before cancelling.
Escalation options if BigCommerce refuses to cooperate
If BigCommerce denies your refund, ignores your cancellation request, or fails to provide your data, you have legal remedies available under New Zealand consumer law.
Step 1: formal written complaint to BigCommerce
Send a formal complaint email to BigCommerce's senior support address ([email protected]), marking it "Formal Complaint under the Consumer Guarantees Act 1993." State the specific ways BigCommerce has breached the Act (service defects, failure to cancel, data withholding) and request a remedy within 10 working days. Keep a copy of this email.
Step 2: file a complaint with the commerce commission
If BigCommerce does not respond or refuses your claim, visit www.beehive.govt.nz and navigate to the Commerce Commission's complaint portal. Complete the online form with your store details, account history, evidence of the dispute (emails, screenshots, support tickets), and the outcome you are seeking (refund, cancellation, data access). The Commission investigates at no cost and can compel BigCommerce to comply with the CGA.
Step 3: pursue a claim in the district court
If the Commerce Commission's investigation does not resolve your dispute, you can file a civil claim in the District Court (for claims up to NZD 15,000) or the High Court (for larger amounts). Yafee recommends consulting a lawyer if you reach this stage, as court proceedings require formal evidence and legal argument. Many community law centres in New Zealand offer free or low-cost legal advice for consumer disputes.
Step 4: request a chargeback through your bank
If you paid BigCommerce with a credit card or debit card and you believe the company has breached the CGA or engaged in unfair trading practices, contact your bank and request a chargeback. Explain that you paid for a service that was defective or not delivered as promised, and you have exhausted reasonable dispute resolution steps. Your bank will investigate and may reverse the charge if they agree with your case. This is a last resort, as chargebacks can damage your business credit relationship with BigCommerce and other providers.
Reviews and ratings from new zealand users
New Zealand merchants who have used BigCommerce report mixed experiences. High ratings (4 to 5 stars) typically come from users who have stable sales volumes and minimal technical issues. Users praise BigCommerce's app ecosystem, payment gateway integrations, and built-in SEO features. Lower ratings (1 to 3 stars) often cite expensive plans relative to rival platforms, slow customer support response times, and limited customisation options without developer expertise. Many New Zealand users note that BigCommerce's pricing in NZD can be higher than Australian competitors.
Before you cancel, check recent reviews on Trustpilot, G2, and Capterra to see whether reported issues match your experience. If numerous recent reviews mention the same problem (downtime, billing errors, unresponsive support), this strengthens a refund claim under the Consumer Guarantees Act.
Alternative platforms to consider
If you are cancelling BigCommerce, you may want to explore these alternatives for your next e-commerce platform.
| Platform | Monthly cost (NZD) | Strengths | Ideal for |
|---|---|---|---|
| Shopify | $55-300 NZD | Beginner-friendly, extensive app store, strong customer support | Small to mid-sized stores |
| WooCommerce (self-hosted) | $0-50 NZD | Open-source, highly customisable, no transaction fees | Developers and stores needing full control |
| Magento | $2,000+ NZD annually | Enterprise features, powerful for large catalogues | Large retailers and complex stores |
| Square Online | $25-75 NZD | Integrated payment processing, simple interface | Small retail stores and offline-to-online businesses |
| Wix eCommerce | $27-280 NZD | Drag-and-drop builder, integrated design tools | Beginners and small lifestyle brands |
| Trade Gecko / Commerce | Custom pricing | Inventory management, wholesale features, NZ-focused | Retailers with complex inventory needs |
When selecting your next platform, prioritise ease of data migration. Ask the new platform how they can import your product data and customer records from BigCommerce. Many platforms offer free migration services if you sign a contract, which can save you weeks of manual data entry.
Summary and your next steps
Cancelling BigCommerce requires careful planning to protect your data, document any refund claims, and understand your consumer rights under New Zealand law. You can cancel through your merchant control panel (fastest method), via email to BigCommerce support, or through your app store if you subscribed via Apple or Google. Export all critical data within 30 days of cancellation, as BigCommerce deletes accounts after this period.
Your consumer rights under the Consumer Guarantees Act 1993 protect you even though BigCommerce is a US-based company. If the service was defective, unreliable, or did not match what was promised, you can pursue a refund through BigCommerce customer support or escalate to the Commerce Commission if the company refuses. Keep all correspondence, screenshots of outages, and support tickets as evidence if you need to lodge a formal complaint.
The steps outlined in this guide have helped thousands of consumers cancel their e-commerce subscriptions safely and protect their business data. Yafee encourages you to follow this checklist systematically: backup your data first, submit a written cancellation request, document the effective date, and monitor your billing for the next two cycles to confirm the charges have stopped. If BigCommerce charges you after your cancellation date, contact your bank immediately and dispute the charge.
Yafee has designed this cancellation guide to empower you with legal knowledge and practical steps. If you encounter resistance from BigCommerce or believe you are entitled to a refund under New Zealand consumer law, escalate to the Commerce Commission (www.beehive.govt.nz) without hesitation. Yafee remains your trusted resource for cancellation guidance across all major SaaS platforms.
Contact details and mailing address
If you choose to cancel BigCommerce by post or require their official mailing address for legal correspondence, use the following details:
BigCommerce, Inc.
11305 Four Points Drive
Austin, TX 78726
United States
Customer Support Email: [email protected]
Website: www.bigcommerce.com
Cancellation URL: Login to your control panel and navigate to Account Settings > Plan
For disputes involving New Zealand consumer rights, you may also lodge a complaint directly with the Commerce Commission:
Commerce Commission
www.beehive.govt.nz/commerce-commission
Phone: 0800 943 600 (free phone line)
Email: [email protected]
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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