FAQ¶

The questions that come up the most. If yours isn't here, search the site (top bar ) or check the glossary.

I forgot my password.¶

Click "Glömt lösenord?" on the login page. We'll email a reset link.

If you don't get the email within 5 minutes, check spam. Still nothing → message the dev team.

The first time you log in (or after a dev resets your password for you), the system flags your account must_change_password=true. You'll land on a "Set a new password" page before getting to the dashboard. It's a one-time thing.

I'm "locked out" - what should I do?¶

Most likely:

Wrong password three times in a row? Take a breath and try again. We don't lock accounts after N failed attempts (yet) - but the backend will reject obviously-brute-forced sessions.
Cookie issue? Open KCMS in a private/incognito window. If it works there, clear cookies for cms.rmsnordic.se in your normal browser.
Account disabled? An admin can disable accounts at Settings → Users. Ask another admin to check.

Yes, just create two admin users at Settings → Users. We strongly recommend per-person logins so the audit log is meaningful.

Products¶

I want to add a new product. Where do I start?¶

Catalog → Products → New product. Walk-through in Chapter 2.

Why can't I change a product's handle once it's set?¶

Handles are URLs. Changing one breaks every external link that pointed at the product (Google search results, marketing emails, customer bookmarks). If you really need to rename, ask the dev team to set up a redirect.

I uploaded an image but it doesn't show on the product card.¶

Make sure the image is sorted first in the product's Images tab. The first image is the card hero. Drag to reorder.

A customer says they can't buy a product. What might be wrong?¶

Most likely one of:

The variant is out of stock in that customer's region. Check Catalog → Inventory.
The product has region visibility set to exclude the customer's region. Check the product's Region visibility tab.
The variant has no price for that region (and no default price). Set a price.
The product is inactive (draft / archived). Check the Details tab.

What's the difference between a Collection, Brand, and Device?¶

Collection - a theme grouping (e.g. "Skin Boosters", "Threads"). Has its own page; appears in the PRODUKTER dropdown.
Brand - a manufacturer (e.g. ASCE+, Hyalual, MINT). Has a freeform CMS page for brand storytelling.
Device - a specific medical device (e.g. Sylfirm X, iFuge C4000). Same shape as Brand (a CMS page) but appears under the ENHETER dropdown.

A product can belong to multiple Collections. It can only point to one Brand (or none).

Customers¶

A customer can't log in.¶

Check at Customers → search by email:

Account exists → password reset flow on the storefront login page.
No account → they need to register.
Email mismatch → they may have signed up with a different email. Search by company name.

A customer's prices look wrong.¶

In order, check:

Their signup region - they're locked to it. If a Swedish customer thinks they should see NOK prices, no - they signed up in SE.
Their internal price list (Customer → Pricing tab). Any override here wins over normal pricing.
The product's region prices (Product → Variants → variant → Region prices). If empty for their region, the default price is FX-converted.

How do I give a customer a free product?¶

Two options:

Internal order - Customers → Orders → New internal order, add the product with price 0, payment method "free". See Chapter 4.
One-off coupon - create a 100% off campaign restricted to that customer (we don't have per-customer coupons yet; for now restrict by min order amount).

Can I see what a customer has been looking at?¶

Yes, the Activity panel in their customer profile shows recent product views (last 30 days). Useful for sales calls.

Orders & invoices¶

An order is stuck on "pending payment" forever.¶

If the payment was by card, check at the bottom of the order detail - there's a "Payment events" log. The most common cause is the customer abandoned the Nets hosted page. Mark the order cancelled and the inventory unlocks.

If the payment was by invoice, "pending" is normal - it means we sent the invoice and are waiting for bank-giro payment.

How do I refund an order?¶

Two cases:

Card paid - refund through Nets's interface (we don't have a KCMS button for it yet). Then mark the order in KCMS as "Refunded" with a note explaining.
Invoice paid - issue a credit invoice (kreditfaktura) from the invoice detail page. Mark the original invoice as "Credited". See Chapter 4.

An invoice has wrong line items. Can I edit it?¶

No - edits would break the audit trail. Create a credit invoice referencing the original, then issue a new correct invoice.

Why is the invoice number not sequential?¶

It is sequential - within each year. The format is 2026-00042 where 00042 is the per-year sequence. Numbers don't skip; cancelled orders keep their number.

How do customers pay an invoice?¶

Bank giro using the OCR reference shown on the PDF. The OCR is 8-12 digits with a checksum, so banks accept it. Once they pay, the bank statement reconciliation marks the invoice paid (manual at the moment - we don't auto-reconcile yet).

What's the invoice threshold?¶

A shop-wide setting (Settings → Settings → Invoice threshold). Carts under this amount cannot pay by invoice - they see only card payment. Default: 1000 SEK. Used to avoid the per-invoice overhead on tiny orders.

Email¶

Did my email actually send?¶

After a mass-email send, the History page shows recipient count + sent count + failure count. Click into the campaign to see the per-recipient state via the Resend dashboard link.

Transactional emails (order confirmation, password reset) - check the Customers → Newsletter or Audit log for the trigger event. If the trigger fired but no email arrived, check Resend's dashboard for the customer's address (bounces, spam complaints).

A customer says they didn't get their order confirmation.¶

Check:

Their email address is correct in their profile.
They didn't unsubscribe / mark us as spam in Resend's dashboard.
The order actually triggered the email - Audit log → filter by the order id.

Resend the order email manually from the order detail page if needed.

Can I schedule a mass email for later?¶

Not yet. We send immediately. Ask the dev team to add scheduling if this is recurring.

Events¶

A customer registered but didn't pay.¶

Their registration sits at status "Pending". They have ~24h to pay before the seat is released automatically (well, soon - for now we manually release).

If you want to hold the seat: contact them and mark the registration "Paid" manually after they confirm payment.

Can I refund an event registration?¶

Cancel the registration and refund through the original payment method:

Card → Nets refund (manual).
Free token → grant them back a token at their customer profile.

The seat is freed automatically when status flips to Cancelled.

How do I see who's coming to a session?¶

Marketing → Events → Registrations → filter by session. Export to CSV for a printable check-in list.

Accounting¶

Where do I get the file for my accountant?¶

Finance → Accounting → SIE-4 export. Pick the period (month / quarter) and download. See Chapter 8.

What VAT rate do we use?¶

Region-specific:

Sweden: 25% standard, 12% reduced (some food/services), 6% (books, newspapers), 0% (export).
Norge: 25% / 15% / 12% / 0%.
Danmark: 25% / 0%.
Suomi: 25.5% / 14% / 10% / 0%.

KCMS uses 25% for SE by default; per-product VAT overrides are possible but rarely used.

How do I do my quarterly VAT report for Skatteverket?¶

Finance → Accounting → VAT period → pick the quarter → Generate. Use the figures to fill in Skatteverket's online declaration.

See Chapter 8 for the breakdown.

Why doesn't my accountant's software accept the SIE-4 file?¶

Most common reasons:

Encoding: SIE-4 must be ISO-8859-1 (Latin-1). Don't open and re-save in UTF-8 - it breaks the Swedish characters.
Account codes: every line references an account code; if your chart of accounts in Settings → Settings → Accounting doesn't match what your accountant expects, ask them to adjust the mapping on import.

If neither: send the .sie file to Elias for diagnosis.

Technical / "the system is broken"¶

The site is down.¶

Email Elias right away (developers@kavelsoftware.se). Include:

What URL - rmsnordic.se, cms.rmsnordic.se, dev.rmsnordic.se?
What error - blank page, 500, timeout, can't load CSS?
A screenshot if possible.

KCMS is slow.¶

If a specific page loads slowly, mention which one. Most pages should load under 2s; if one consistently takes 10s, that's a bug.

I made a typo and broke a product page.¶

Most things can be reverted - every admin write is in the audit log with the old value. Ask Elias to revert it for you.

Working safely¶

Should I use the dev site?¶

For anything risky (mass email, bulk price change, complex campaign setup) - yes. cms-dev.rmsnordic.se. Same product data, masked customer emails so nothing real gets sent.

Your dev login may be a different password from prod (we set you up with both). If you don't have a dev login, ask.

What's the worst thing I can accidentally do?¶

Honestly, not much. The most "destructive" things are:

Send a mass email - you can't unsend, but each campaign has a preview step that asks you to confirm the recipient count.
Delete a product - orders that referenced it keep working, but the product page is gone. We can usually restore from the database if you flag it within a day.
Change a critical setting (free shipping threshold, invoice threshold) - affects every new order. Test on the dev site first.

We have full audit log + nightly database backups, so true data loss is extremely rare.

How long are things kept?¶

Orders, invoices, customer records: forever.
Audit log: forever.
Product view events (analytics): forever (small footprint).
Abandoned cart records: 90 days after the customer's last activity.

No automatic data expiry today.