Manage Bigcommerce

How to cancel your BigCommerce store and keep your data safe

What BigCommerce is and why you might want to leave

BigCommerce is a subscription-based e-commerce platform that lets you build and run an online store without managing your own servers. The service handles hosting, payment processing, inventory management and multi-currency sales in one dashboard. It suits small retailers through to enterprise merchants, with plans ranging from entry-level to fully customised solutions.

You might cancel BigCommerce for several reasons: your business model has shifted, you've found a cheaper alternative, you want more customisation control, or you've decided to pause selling online. Whatever your reason, Stopee is here to guide you through the cancellation process without losing your store data or overpaying for unused time.

Common reasons merchants cancel

Many store owners cancel when they outgrow the platform's feature set, encounter support delays, or discover competing services with lower fees. Others pause their stores seasonally or move to headless commerce solutions for greater flexibility. Understanding your reason helps you avoid costly mistakes during the cancellation window.

BigCommerce pricing and plan structure in singapore

BigCommerce operates on a tiered subscription model with different cancellation rules depending on your plan level. Here is the approximate pricing in Singapore dollars (SGD), though official pricing is listed in USD on their website.

Pro tip: Pricing shown in SGD is approximate and may fluctuate with exchange rates. Always check your billing dashboard for the exact amount in your local currency before cancelling.

Why plan tier matters for cancellation

Your cancellation process depends heavily on which tier you use. Standard and Plus customers can cancel through the dashboard, while Pro and Enterprise merchants must contact support directly. This distinction affects how quickly you can exit and when your charges stop.

Your consumer rights when cancelling in singapore

Singapore's Consumer Protection (Fair Trading) Act protects you when you cancel digital services and subscriptions. Understanding these rights helps you stand firm if BigCommerce resists your cancellation request.

What the law says about subscriptions

Under the Consumer Protection (Fair Trading) Act, you have the right to receive accurate information about billing cycles, cancellation procedures and any auto-renewal terms before you subscribe. When you request cancellation, the company must stop charging you at the end of your current billing period. If they continue to charge after you've cancelled, you can dispute those charges through your bank or the Consumers Association of Singapore (CASE).

BigCommerce must provide you with a clear cancellation method that is equally easy to use as the sign-up process. If their self-service cancellation is unavailable, they must offer a phone or email alternative within a reasonable timeframe.

Escalation point: CASE and your bank

If BigCommerce refuses to cancel your account or continues charging after you've submitted a cancellation request, contact the Consumers Association of Singapore (CASE). You can lodge a complaint online or by phone at 6100 0315. Your bank can also reverse unauthorised charges under the Banking Regulation Act. Stopee recommends documenting all cancellation attempts with timestamps and screenshots before escalating.

How to cancel BigCommerce: step-by-step by plan type

Cancellation routes differ based on your subscription tier. Follow the exact steps for your plan level to avoid delays or accidental renewals.

Cancelling standard or plus plans via web

Standard and Plus subscribers can self-cancel through the BigCommerce dashboard in under five minutes. This route gives you immediate confirmation and control over your exit date.

1. Sign in to your BigCommerce store admin account using your email and password.
2. Navigate to Account Settings (usually in the main menu or user dropdown).
3. Click Account Overview or Account Information.
4. Scroll to find the Cancel Store Plan or Downgrade Plan option.
5. Click Cancel Store Plan and review the cancellation summary. BigCommerce will show you:
   • Your final billing date and amount
   • Your store's final active date (end of current billing period)
   • A reminder to export your data before the deadline
6. Confirm the cancellation by clicking the final confirmation button.
7. You will receive a confirmation email within minutes. Save this email as proof of cancellation.

Warning: Submit your cancellation at least 2 business days before your billing date. If you cancel after the billing date has passed, you may be charged for another full month. Stopee advises checking your billing date immediately after signing in to avoid this trap.

Pro tip: Downgrading to a free tier is often faster than full cancellation if you want to preserve your store data or test a cheaper option first.

Cancelling pro or enterprise plans

Pro and Enterprise merchants cannot self-cancel through the dashboard. You must contact BigCommerce support or your assigned account manager directly to request cancellation. This process takes longer but gives you a chance to negotiate terms or discuss migration options.

1. Log in to your BigCommerce account and go to Help or Support.
2. Click Contact Support and select Billing or Account Management as your inquiry type.
3. Write a brief cancellation request that includes:
   • Your store name and account email
   • Your plan tier (Pro or Enterprise)
   • Your preferred cancellation date (request at least 30 days ahead if possible)
   • A reason for cancellation (optional but helpful)
4. Submit the ticket and note the case number provided.
5. Alternatively, email your assigned billing representative or account manager if you have one (their contact details are in your welcome emails).
6. Expect a response within 1-3 business days. Enterprise cancellations may require additional negotiations about data handover or service wind-down.
7. Once approved, BigCommerce will confirm your cancellation date in writing. Store this confirmation.

Enterprise merchants often face contract terms that require notice periods or may trigger early-termination fees. Stopee recommends reviewing your original contract before requesting cancellation to understand any financial implications.

Cancelling BigCommerce mobile app subscriptions

If you subscribed to BigCommerce apps through the iOS App Store or Google Play Store, you must cancel those subscriptions separately from your web plan. Deleting the app does not stop billing.

For iOS (iPhone or iPad)

1. Open the Settings app on your device.
2. Tap your name at the top of the screen (Apple ID, iCloud, Media and Purchases).
3. Tap Subscriptions.
4. Find the BigCommerce app or the specific app name you subscribed to.
5. Tap the app name and select Cancel Subscription.
6. Confirm the cancellation. Apple will show your cancellation effective date (usually the next renewal date).
7. You retain access to the app until the end of the current billing period.

Warning: Turn off auto-renewal at least 24 hours before your renewal date. If you cancel after your payment has processed, Apple may issue a refund if you request it within 30 days of the charge date.

For android (Google play store)

1. Open the Google Play Store app on your Android device.
2. Tap your profile icon in the top-right corner.
3. Tap Payments and subscriptions.
4. Tap Subscriptions.
5. Select the BigCommerce app or the app you no longer want to subscribe to.
6. Tap Cancel subscription and confirm your choice.
7. Google Play will show your cancellation date. Access ends on the next renewal date.

Pro tip: Both Apple and Google allow you to request refunds for cancelled subscriptions up to 30 days after the charge date if you believe you were billed in error. Stopee suggests contacting app support within 48 hours of cancellation if you want a refund.

What happens immediately after you cancel

Cancellation can feel uncertain if you do not know what to expect next. Here is the exact sequence of events after you submit your request.

Your store access and data retention

After you submit a cancellation request for web plans, your store remains active until the end of your current billing period. You retain full admin access during this time, meaning you can still log in, manage inventory, process orders and export files. On the cancellation date, BigCommerce disables your store. Visitors see an error page instead of your storefront.

BigCommerce does not guarantee permanent storage of your data after your plan ends. You must export all store data including products, customer lists, orders, images and custom theme files before your cancellation date. Stopee strongly advises completing this export within 7 days of cancellation to avoid data loss.

Billing and auto-renewal

If you cancel before your next billing date, you will not be charged for the next period. If you cancel after billing has already occurred that month, you remain liable for the current month's fees. No pro-rata refunds apply. For app store subscriptions (iOS and Android), the app store operator (Apple or Google) stops charging you at the next renewal date after you cancel.

Domain and email accounts

If you registered a domain through BigCommerce, that domain remains yours but BigCommerce stops managing renewal. You must transfer the domain to another registrar immediately or risk losing it. Similarly, any email accounts linked to your BigCommerce store stop working after your plan ends. Export contact lists and set up email forwarding before cancellation.

Refund policy: what you should expect

BigCommerce's refund policy is strict, but you have legal rights under Singapore's Consumer Protection Act that may override their stated terms in specific situations.

Web plan refunds

BigCommerce explicitly states that subscription fees are non-refundable. Once you pay for a monthly period, that fee is final. If you cancel on the first day of a 30-day cycle, you lose the remaining 29 days of payment. There are no credits for partial periods. The only exception is the 15-day free trial: if you cancel during your trial period (before the first charge), you pay nothing.

However, if BigCommerce fails to deliver the promised service, breaches your contract, or does not provide the cancellation method they advertise, you may dispute the charge through your bank or file a complaint with CASE. These charges can potentially be reversed if you can prove breach of contract.

App store and google play refunds

Refunds for subscriptions purchased via Apple's App Store or Google Play are governed by Apple and Google, not BigCommerce. You must request refunds directly through their platforms. Apple typically allows refunds up to 30 days after purchase if you can demonstrate a legitimate reason (billing error, duplicate charge, app malfunction). Google Play has a 48-hour no-questions-asked refund window for new subscriptions.

Third-party app and partner billing

Some BigCommerce integrations are billed by third-party partners. These refunds are handled by the partner company, not BigCommerce. Check your invoice to see who charged you before contacting BigCommerce support. Stopee recommends requesting a breakdown of third-party charges before you cancel, as you may be able to recover unused balances from the partner directly.

Common mistakes to avoid when cancelling BigCommerce

Cancellation can be stressful, especially if you're uncertain about the process or worried about losing your business data. These mistakes happen to hundreds of merchants each month, but you can avoid them with advance planning.

Forgetting to export your data

The single most costly mistake is cancelling without exporting your store data first. After your plan ends, BigCommerce eventually deletes your products, customer records, orders and custom files. You lose years of sales history and customer information. Export your data at least one week before cancellation using BigCommerce's built-in tools under Settings > Export. Download backups to your computer and store them securely.

Cancelling after the billing date

If your billing date is the 15th of each month and you cancel on the 16th, you have already been charged for the full next month. Stopee advises marking your billing date in your calendar and cancelling at least 2 business days before it to prevent unwanted charges. Check your invoice or account settings to confirm your exact billing date.

Assuming the app deletion stops charges

Many merchants delete the BigCommerce app from their phone expecting the subscription to end. This does not work. The app subscription continues to renew unless you explicitly cancel it through Apple Settings or Google Play. The same applies to any third-party integrations you installed: deletion does not equal cancellation.

Ignoring domain and email transfer needs

If BigCommerce manages your domain or email, cancelling your plan does not automatically transfer these services. Your domain goes dormant and can expire. Set up domain transfers and email forwarding before your cancellation date to avoid losing access to customer communications or domain ownership.

Missing the pro and enterprise support queue

Pro and Enterprise merchants often underestimate how long the support cancellation process takes. Submitting a ticket is not the same as having a confirmed cancellation. Follow up by phone or email if you do not hear back within 3 business days. Enterprise contracts may require 30 to 60 days' notice, and missing this window can lock you in for another full cycle.

Your pre-cancellation checklist

Complete these tasks before you submit your cancellation request to ensure a smooth exit and data preservation.

BigCommerce cancellation address and contact details

If you need to escalate a cancellation dispute or request formal written confirmation, use the contact information below.

BigCommerce Singapore registered office: The office address was updated on 10 August 2024. For the most current address, visit the BigCommerce Asia-Pacific support page or call their Asia-Pacific support line directly. Stopee recommends using the in-app support ticket system first, as this generates an official case number and paper trail.

For disputes or escalations in Singapore: Contact the Consumers Association of Singapore (CASE) at 6100 0315 (toll-free) or file a complaint online at case.org.sg. CASE handles subscription and billing disputes and can apply pressure on BigCommerce to comply with cancellation requests or issue refunds where the law supports your claim.

Next steps: what to do after you cancel BigCommerce

Cancellation is one step; moving your business forward is another. Here are your priorities once your store goes offline.

Migrating to a new platform

If you're switching to a different e-commerce platform (Shopify, WooCommerce, Wix), import your exported data into the new system immediately. Most platforms offer free migration tools or paid services to simplify the transition. Test your new store thoroughly before deactivating old systems.

Notifying customers and partners

Email your customer list with your new store URL or a holding message explaining the change. Update your social media profiles, Google Business profile and anywhere else you've linked your BigCommerce store. Stopee advises giving customers at least one week's notice before your store goes offline.

Preserving your brand and search rankings

Set up 301 redirects from your old domain to your new store if possible. This preserves search engine rankings and ensures customers who find your old URLs are redirected to your new location. If you're pausing your store, set up an email capture form so customers can stay in touch.

Why merchants trust stopee for cancellation guidance

Cancelling an e-commerce platform is more complex than cancelling a streaming service. Your business data, domain ownership and customer relationships are at stake. Stopee has helped thousands of consumers and merchants cancel subscriptions without losing critical information or overpaying for unused services. Our guides cover every platform's hidden fees, retention tactics and legal protections so you stay in control.

Whether you're downgrading to a free plan, switching platforms or pausing your online store entirely, Stopee provides the exact steps, timelines and escalation points you need. Your cancellation is a business decision, not a trap. Use the checklists, consumer rights and contact details in this guide to exit BigCommerce on your terms, protect your data and keep your money in your pocket.