RollbackPro FAQs, Known Issues, Roadmap, and Release Notes

This page is the combined reference for RollbackPro questions, the BigCommerce platform constraints that shape what RollbackPro can and cannot do, the roadmap of upcoming features, and recent release notes. If a backup or rollback did not behave as expected, the known issues section is the first place to check.

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Frequently asked questions

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Coverage

Q. What BigCommerce data entities are protected? RollbackPro protects 14 entity types across three groups:

• Catalogue Data: Products, Categories, Brands, Promotions, Blog Posts.
• Customer Data: Customers, Orders, Coupons, Gift Certificates.
• Settings Data: 301 Redirects, Channels, Pages, Email Templates.

See what we backup for the field-by-field reference. Q. What is the difference between Realtime and Manual backup?

• Realtime, RollbackPro listens to BigCommerce webhooks and tracks changes in real time. Used for: Products, Categories, Customers, Orders, Channels, Pages, Email Templates.
• Manual, applies to entities BigCommerce does not provide webhooks for: Brands, Promotions, Blog Posts, Coupons, Gift Certificates, 301 Redirects. Take backups manually via the Settings tab Backup button, or schedule them.

You should manually back up before and after every change to manual-backup entities. RollbackPro is exploring a backup-and-compare mechanism for these entities in a future release. Q. Can I restore backup data to another store? Not currently. Restoration is to the same store where RollbackPro is installed. Cross-store rollback to a connected StagingPro staging environment is on the roadmap.

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Restoration mechanics

Q. Why are images sometimes missing in the restored version? Three reasons:

1. BigCommerce does not provide APIs to back up banner or homepage carousel images.
2. There is no API to transfer images from WebDAV.
3. The BigCommerce API only returns the relative CDN URL path, not the actual WebDAV path, so deleted image links cannot be restored.

Images are loaded from BigCommerce CDN at restore time. If the CDN URL is broken or the image is no longer there, it is skipped, but the rest of the product / variant / brand / category data restores correctly. Q. Why is there no Restore button for orders? Orders cannot be deleted in BigCommerce, and restoring them could trigger customer notification emails. RollbackPro stores order versions for viewing and comparison only. Q. Why does the Pages count differ from the BigCommerce control panel? BigCommerce does not provide a webhook for deleted pages. RollbackPro retains historic page records (so you can restore them) even after deletion, so the dashboard count can show more pages than your control panel currently lists. Q. Can I restore data to a specific channel? Yes, with caveats. These entities restore to the same channel they originally belonged to: Products, Categories, Promotions, Customers, Coupon codes, Gift Certificates, Pages, 301 Redirects, Email Templates. These entities are not channel-specific: Brands, Blog posts, Orders, Coupon codes (when used outside the promotion context).

Deleted channels themselves cannot be restored due to BigCommerce API limitations.

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Bulk and point-in-time rollback

Q. What is Bulk Rollback and when should I use it? Bulk Rollback restores multiple entities in a single operation. Use it when:

• A bulk import or mass edit affected many items and you need to revert a specific set.
• You want to restore a group of products, categories, or customers simultaneously.

The system processes items in parallel batches with built-in BigCommerce API rate limiting. You can track progress in real time and retry any failed items without re-processing the ones that succeeded. Q. What is Point-in-Time Rollback? Point-in-Time Rollback restores an entire entity type (e.g. all Products) to its state at a specific date and time. The system automatically discovers all records modified at or before your selected date and rolls them back. Use it when:

• A bad CSV import overwrote prices or descriptions across many products.
• A bulk update or configuration change affected many records.
• You need to recover to a known-good state without manually selecting individual items.

Q. Can I cancel a Bulk or Point-in-Time Rollback while it is running? Yes. Both are cancellable at any time. Items already processed retain their restored state; remaining items are not processed. Q. What happens if some items fail during Bulk Rollback? Failed items are logged with detailed error info. You can:

• View errors, see which items failed and why.
• Retry failed items, re-process only the failed records.
• Report to support, send error details to the support team for investigation.

Q. Can I schedule automatic backups? Yes. The Schedule Backups feature on Settings lets you configure automated backup schedules. Pick entities, frequency, and time. Especially useful for the manual-backup entities (Brands, Promotions, Blog Posts, Coupons, Gift Certificates, 301 Redirects).

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Known issues and platform constraints

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Backup strategy

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Entities with one-time full backup plus realtime backup (via webhooks)

A one-time full backup runs at install. After that, real-time backups trigger automatically on BigCommerce webhook events:

• Customers
• Orders
• Channels
• Categories
• Products
• Pages
• Email Templates

Real-time backup is enabled by default after install. Toggle per entity from Settings.

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Entities with one-time full backup plus on-demand backup

These entities also receive a one-time full backup at install. After that, real-time is not supported because BigCommerce does not provide webhooks. Manual full backup or scheduled backup is required:

• Brands
• Coupons
• Promotions
• Blog Posts
• 301 Redirects
• Gift Certificates

Manual backup compulsorily before and after making changes to these entities ensures the backup index stays current.

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Images in WebDAV / Image Manager

BigCommerce does not provide APIs to back up banner or homepage carousel images, and there is no API to transfer images from WebDAV, so RollbackPro does not back up WebDAV images. Image URL associations also do not restore because the BigCommerce API only returns the relative CDN URL path, not the actual WebDAV path. Deleted image links of products, variants, brands, and categories cannot be restored. If an image is unavailable, it is skipped; the parent record (product, brand, category) still restores.

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Products

• Deleted-then-restored products get a new ID, because BigCommerce generates IDs incrementally. SKU is the canonical reference.
• Variant data changes do not trigger BigCommerce webhooks. Other product field changes do. Workaround: when modifying variants, also make a small update to a standard product field (e.g. description) to trigger the webhook and capture the variant changes.
• Restoring to a version where the brand or category no longer exists displays a notification (screenshot below).

• Multi-stage restore pipeline, product restore handles options, variants, modifiers, images, reviews, custom fields, bulk pricing, videos, and channel assignments in sequence. A failure in one stage (e.g. image upload) does not prevent the rest from completing.

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Inventory

In the initial release, inventory restoration is limited to the default location only. Multi-location inventory, safety stock, and low-stock thresholds are planned for a subsequent release.

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Brands

• Deleted-then-restored brands get a new ID. Previous product associations are lost; products must be manually re-associated.
• When a brand is restored to an earlier version (not deletion), the existing ID is preserved and associations remain intact.

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Categories

• Deleted-then-restored categories get a new ID, with the same association loss.
• The Template layout file resets to Default for deleted-then-restored categories.
• When restored to an earlier version, Template layout file remains unchanged.

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Customers

• Deleted-then-restored customers get a new ID.
• Customer address changes (add, delete, update) do not trigger BigCommerce webhooks. Save the customer record itself to trigger a webhook and create a backup version.

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Version comparison

• The Summary tab always shows the complete dataset; difference highlighting is not supported there.
• Use the Source Code view for diff comparison.
• The deleted version cannot be indicated in the version dropdown for non-webhook entities (Brands, Coupons, Promotions, Blog Posts, 301 Redirects, Gift Certificates) because the relevant webhook events do not exist.

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Multi-storefront

Products, Categories, and Promotions are channel-associated and restore to their respective channels. Customers are also linked to a channel and restored accordingly. Pages, 301 Redirects, and Email Templates each have a single channel association and restore to that same channel. Brands, Blog Posts, Coupon codes, and Gift Certificates are not channel-specific. Orders cannot be restored.

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Orders

Orders cannot be restored, but historical versions are visible in the Restore Center for viewing and comparison.

Order count discrepancy: the order count may differ from the BigCommerce store dashboard because RollbackPro includes all orders (active, incomplete, archived, declined-payment) in its calculation.

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Archived orders

Archived orders are not currently included in backups and cannot be restored.

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Bulk Rollback

• Default configuration: parallel batches of 5 with 3-second delays between every 10 records to respect BigCommerce API limits. Large operations may take time.
• Failed items are logged to an error index. Retry just the failed records via the Retry feature.
• Cancelling stops processing further items. Already-restored items keep their restored state.

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Point-in-Time Rollback

• Discovery queries the backup index for records modified at or before the target date. Gaps in the backup index (e.g. real-time backup was disabled temporarily) cause some records not to be discovered.
• All discovered records are restored with the assumption that they exist. If a record was deleted after the target date, the system will attempt to recreate it (with a new ID, see Products / Brands / Categories above).
• Same rate limiting, retry, and cancellation as Bulk Rollback.
• For large stores, the discovery phase may take additional time.

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Duplicate revisions

Occasionally BigCommerce sends multiple webhook notifications for the same change. RollbackPro typically deduplicates these. If there is a significant delay between events, the later-arriving payload may be retained. Does not affect restoration accuracy.

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Real-time backup toggle latency

When you disable real-time backup for an entity, RollbackPro immediately sends the unsubscribe API request to BigCommerce. It can take up to 10 minutes for the change to take full effect. Changes made just before disabling may still appear in the backup; this is BigCommerce-side delivery timing, not accidental capture.

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Pre-app data

RollbackPro does not restore data that was deleted before the app was installed (it cannot back up what was already gone).

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Pages

The dashboard page count may differ from the actual BigCommerce store page count because BigCommerce does not provide webhooks for deleted pages. RollbackPro retains the historic record so you can restore it.

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Channels

Deleted channels cannot be restored due to BigCommerce API limitations.

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Gift Certificates

Only customer-purchased gift certificates (Orders, Gift Certificates) are backed up. Marketing settings gift certificates are not. Deleted-then-restored gift certificates get a new ID and require manual order re-association.

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Price Lists

Price Lists are not yet available for backup and restore. Planned for a future release.

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B2B data entities

Not currently included in backup. Planned for a future release.

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Roadmap

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Delivered

• Q4 2025: Base version of the app with real-time backup and manual full backup.
• Q1 2026:
  • Point-in-Time Rollback.
  • Bulk Rollback with automatic retry handling.
  • Schedule Backups with entity selection, frequency, and preferred time.
  • Minor UI improvements and label updates.

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Upcoming

• Q2 2026: Full backup notification alerts; Customer Groups support; Price List backup and restore; backup-and-compare mechanism for non-webhook entities.
• Q3 2026: Rollback to connected StagingPro staging environments; multi-location inventory restore; B2B data entity support.

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Recent release notes

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Cross-links

• Setup and onboarding
• Understanding the dashboard
• Restore Center
• Settings
• What we backup
• Change logs
• BigCommerce Nerve Centre tab, the AI OS surface that often surfaces the regression you would then fix in RollbackPro.

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Support

For support, email helpdesk@vortexiq.ai and provide:

• Source store hash.
• IDs from Change Logs (Restore ID, Data entity ID).
• Full error messages and screenshots.

For troubleshooting, our technical team may need access to your store. Disclose any specific access requirements before granting access. For a feature request, raise a ticket via the helpdesk portal at https://helpdesk.vortexiq.ai/portal/en/home.