BigCommerce Support Services

Need BigCommerce support for theme changes, integration fixes and custom code that the BigCommerce help desk won't touch? Shero handles Stencil theme edits, app and checkout conflicts, API and ERP integrations, and speed and SEO fixes with a team that already knows your store.

Book a Discovery Call Our Work

16+

Years in business

500+

Projects Delivered

65+

Team Members

98%

Client Retention

Stencil

BigCommerce's theme framework

BigCommerce themes use Stencil with Handlebars templates. We fix and extend Stencil themes and test changes locally with the Stencil CLI before they go live.

Checkout JS

Custom BigCommerce checkouts

BigCommerce's one-page checkout can be customized through its open source Checkout JS. We keep those customizations working when BigCommerce updates the checkout.

BigCommerce to Shopify

Support while you plan a move

Some BigCommerce support clients later move to Shopify. Our notes on your integrations and custom code become the starting scope for our migration services.

Integrations

Connections maintained by the support team

We keep the ERP, shipping and marketing connections on your BigCommerce store working through API changes. The same team handles BigCommerce integrations and support tickets.

"Working with Shero Commerce on our website migration to BigCommerce Enterprise has been a game-changer for Vienna Beef. Their team's ideas and execution have taken our online presence to the next level, making it so much easier for our clients to buy with us."

Reid Schwartz, eCommerce Director, Vienna Beef

What Shero BigCommerce support covers

Shero’s BigCommerce support covers troubleshooting, updates, design changes, custom development, integrations, and strategic guidance across SEO, UX, and marketing tools. We scope support to how complex each store is, with no generic break-fix packages.

Technical troubleshooting and bug fixes
Custom development and new features
ERP, shipping, and third-party integrations
Design modifications and UX improvements
SEO monitoring and technical fixes
Paid ads, CRO and email marketing when you want to grow sales
Strategic consultation and roadmapping

Compared on	BigCommerce support agency	BigCommerce's own support	A freelance BigCommerce developer	An in-house developer
Stencil theme changes	We edit and test your Stencil theme code	Platform settings help, custom code is yours	Good fit for small theme fixes	Knows the theme, if they made it
Checkout and payment errors	We find whether the fault is an app, the theme or the gateway	Checks the platform side	Depends on payment experience	Has to learn each gateway
Apps after platform updates	Apps and theme checked after BigCommerce releases changes	Updates the platform, apps are on their vendors	Checks when something breaks	Checks when they have time
A path off BigCommerce later	We also move BigCommerce stores to Shopify, as we did for Long Island Watch	Focused on its own platform	May know only one platform	Learns a new platform on the job
How you pay	A proposal, then support on a monthly retainer.	Chat and email support included in every plan	Hourly	Salary

BigCommerce support agency

Stencil theme changes We edit and test your Stencil theme code

Checkout and payment errors We find whether the fault is an app, the theme or the gateway

Apps after platform updates Apps and theme checked after BigCommerce releases changes

A path off BigCommerce later We also move BigCommerce stores to Shopify, as we did for Long Island Watch

How you pay A proposal, then support on a monthly retainer.

Compared with

BigCommerce's own support

Stencil theme changes Platform settings help, custom code is yours

Checkout and payment errors Checks the platform side

Apps after platform updates Updates the platform, apps are on their vendors

A path off BigCommerce later Focused on its own platform

How you pay Chat and email support included in every plan

A freelance BigCommerce developer

Stencil theme changes Good fit for small theme fixes

Checkout and payment errors Depends on payment experience

Apps after platform updates Checks when something breaks

A path off BigCommerce later May know only one platform

How you pay Hourly

An in-house developer

Stencil theme changes Knows the theme, if they made it

Checkout and payment errors Has to learn each gateway

Apps after platform updates Checks when they have time

A path off BigCommerce later Learns a new platform on the job

How you pay Salary

01

Listed BigCommerce partner with deep platform knowledge

We are a listed BigCommerce partner. The support team knows the platform's API structure, its native B2B features, how its integrations work, and the limitations that require custom development. That knowledge prevents the misdiagnosis of platform limitations as site-specific bugs.

02

Custom development included in your support plan

BigCommerce stores that need more than configuration changes require developers who can work inside the platform. Shero's support clients have access to custom development capability without a separate engagement. Feature additions, integration work, and theme modifications are handled by the same team managing the support.

03

B2B and hybrid support for stores serving both trade and consumer buyers

BigCommerce B2B stores have specific support requirements: price lists, customer groups, quote management and the Buyer Portal. We support B2B Edition stores for Siffron and Grand General, so your B2B tickets go to people who already know that setup.

04

One team for development, SEO and marketing

The team that handles your support tickets also develops your new features, integrations and theme changes. When you want more sales, our SEO, paid ads, CRO and email specialists work on your BigCommerce store too, with the developers who already know it.

05

Strategic guidance alongside technical support

Shero provides platform roadmap guidance alongside technical support, including honest advice on when migration to Shopify makes commercial sense. Replatforming to Shopify is available for BigCommerce brands that decide migration is the right path.

06

No ticket queue approach, direct access to the team

Shero BigCommerce support clients have direct access to the team maintaining their store. There is no first-line support layer that filters requests before a developer sees them. The team that responds to a support request is the team that knows the store.

Coffee

+41%conversion rate after Amazon Pay went live on their Magento 2 store

+10%revenue, same period

Coffee Bean DirectMagento

Industrial safety

4 to 1brand stores unified into one Magento multi-store with a shared cart

2.4.8Magento upgrade across the brand sites in about 7 weeks

JustriteMagento

Read the case study

Food manufacturing

Deacomwebsite and Goldbelly marketplace orders sent to the ERP automatically, with no hand entry

BigCommercestore moved from WooCommerce to BigCommerce

Vienna BeefBigCommerce

Read the case study

Hot Dogs and Sausages

Vienna Beef

Discover how Shero Commerce migrated Vienna Beef from WooCommerce to BigCommerce Enterprise, consolidating 3 Third-party sales channels into their ERP, reducing manual effort and errors, and delivering a custom datepicker for delivery scheduling. Vendor purchasing workflows that were previously manual are now 100% fully automated.

Vienna Beef

Towing Equipment

GEN-Y Hitch

GEN-Y Hitch, an American maker of heavy-duty towing hitches and accessories, had outgrown WooCommerce. Shero moved them to Shopify with one store for B2B and D2C buyers, a NetSuite ERP integration, and navigation organized by use case.

GEN-Y Hitch

Tattoo and Piercing Supplies

Painful Pleasures

Painful Pleasures is a long-standing supplier of body jewelry and tattoo supplies with a catalog of 40,000+ products. The brand partnered with Shero to complete a stalled Magento to Shopify migration and deliver the complex custom features their business depends on. They reduced ongoing maintenance costs and eliminated urgent site issues that had previously caused headaches by 40%.

Painful Pleasures

Drums and Percussion

Memphis Drum Shop

Memphis Drum Shop sells drums, cymbals, and percussion instruments. To cut costs and modernize their platform, they moved from Magento to Shopify with Shero, with a CounterPoint ERP integration through iPaaS and 3 custom browsing features. Average session duration rose 22% after launch.

Memphis Drum Shop

When moving to Shopify makes sense

We still support Magento, BigCommerce and WordPress stores. When the cost of staying gets too high, we plan the move with you.

Total cost
Hosting, extensions and developer hours compared with Shopify.
Security
Patches and upgrades kept current until you move.
Data
Product and customer data cleaned up now, so a later move takes less time.
Migration path
A plan for when and how to move, if it makes sense.

Need a BigCommerce support team that already knows your store? Let's talk.

Get a support assessment

01

Onboarding review
We review your Stencil theme, apps, integrations and speed, and agree how each issue type gets escalated.
02

Baseline fixes
Open bugs, integration errors and speed problems from the audit are fixed first.
03

Monthly support
We work through your requests, apply app and platform updates and fix urgent issues first.
04

Feature work
New features, B2B pricing changes and integration updates are estimated inside the retainer before work starts.
05

Planning check-ins
Regular check-ins cover what to add or market next for the best return.

Frequently asked questions.

Can't find what you're looking for? Reach out to our team.

01

What does Shero BigCommerce support include?

02

How is Shero's support different from BigCommerce's own support?

BigCommerce's support team handles platform-level issues: account access, billing, and platform bugs. Shero's support covers your store specifically: custom theme issues, integration failures, app conflicts, performance problems, and the development work that BigCommerce support does not provide. Shero acts as your store's dedicated technical team.

03

Do you support BigCommerce B2B stores with complex pricing and catalogs?

04

Can Shero handle custom development as part of a support retainer?

05

How does Shero handle integration maintenance for BigCommerce stores?

06

How long do BigCommerce support engagements usually last?

What our clients say.

We design experiences that make a difference. See what our clients have to say about working with us.

Vienna Beef

"Our experience with Shero Commerce has been exceptional. Their expertise in migrating our website to BigCommerce resulted in a seamless transition, and we’ve seen a significant improvement in our checkout process and overall user experience. Their web design skills have truly elevated our online presence, and we couldn’t be happier with the results."

Reid Schwartz

eCommerce Manager / Vienna Beef

Painful Pleasures

"Our journey from Magento to Shopify was riddled with complexities and challenges. With a vast catalog and intricate B2B logic, we needed expertise that could navigate through these intricacies. Shero Commerce was our beacon. They not only provided innovative solutions but also utilized their vast Magento knowledge to bridge gaps in Shopify’s native features. Now, our platform is seamless, our costs are reduced, and the headaches are a thing of the past. A heartfelt thank you to the Shero team!"

Patrick Rice

CEO / Painful Pleasures

GEN-Y Hitch

"This has been the most impressive vendor partnership I have experienced. Every meeting felt purposeful, every milestone was clear, and the process was incredibly well-supported from start to finish. Shero delivered a seamless Shopify migration."

Kendra Borkholder

Kendra Borkholder - Operations Support / GEN-Y Hitch

Justrite Safety Group

"The collaboration between us and Shero Commerce on the Justrite multi-store site went beyond what we had hoped for. They are a terrific partner to work with. Their team’s dedication to understanding our unique requirements and delivering a high-quality, customized solution has greatly enhanced our online presence. The new website not only showcases our products effectively but also streamlines the shopping experience for our customers. We couldn’t be happier with the results and look forward to working with Shero Commerce on future projects."

Douglas J. Stang

VP of eCommerce / Justrite Safety Group

And you?

Let's build something great together.

Ready to scale your eCommerce business? Tell us about your project and we'll get back to you within 24 hours.

Email

[email protected]

Locations

New York • London • Helsinki • Tirana

BigCommerce Support Services

What Shero BigCommerce support covers