Help and support
Start with the steps below for CSV uploads, saved exports, and downloads. Keep your export ID and the exact error message if you need to report a problem.
Upload a Shopify product CSV
- Export the product CSV from Shopify and keep the header row.
- Check that it contains a product handle and at least one product-image or variant-image column.
- Upload the CSV, review the product and image counts, and choose your filename and folder options.
- Use the CSV guide or download the sample CSV if the file is not recognized.
Files must be CSVs under the 10 MB upload limit. Images must use public HTTPS URLs on cdn.shopify.com. JPG, PNG, WebP, GIF, and AVIF images are supported. Other hosts, private URLs, and URLs that do not return a supported image cannot be exported.
Squarespace files
The file is not recognized. Export again from Products & Services → Products with Export all, and upload the file without editing its header row. Parcel needs the Product ID, Variant ID, Title and Hosted Image URLs columns.
A product has no images. Its Hosted Image URLs cell is empty in the export. Add photos to the product in Squarespace and export again.
Some image links were skipped. Squarespace files only accept images on images.squarespace-cdn.com. Links to other sites are listed and skipped.
See the Squarespace columns in the CSV guide and the Squarespace image exporter page.
WooCommerce files
The file is not recognized. Export again from Products → All Products → Export with every column selected. Parcel needs the ID, Type, SKU, Name, Parent and Images columns, with their English names.
Column names are in another language. WooCommerce names the columns in your WordPress language. Set your profile language to English (Users → Profile → Language), export again, then switch back.
None of the image links are on your store. Check the store address: it must be the website in the Images column, for example mystore.com. Links to other websites, such as a CDN plugin’s, are skipped.
Some images could not be downloaded. Open failed-downloads.csv in your ZIP. The usual causes are images deleted from the media library, or a security plugin or firewall blocking downloads. To let Parcel through, allow requests whose user agent contains “ParcelBot” (see parcelexport.com/bot).
See the WooCommerce columns in the CSV guide and the WooCommerce image exporter page.
Webflow files
The file is not recognized. Parcel reads CSV exports of a Webflow CMS collection. Export again from the Designer’s CMS panel and upload the file without editing its header row; it needs the Slug, Collection ID and Item ID columns.
The wrong columns were used for images. Open the column step under the file name, choose the columns that hold your photos and apply. Parcel reads the file again with your choice.
Some image links were skipped. Webflow files only accept images on cdn.prod.website-files.com. Links to other sites are listed and skipped.
See the Webflow columns in the CSV guide and the Webflow image exporter page.
Wix files
The file is not recognized. Export again from Catalog → Store Products → Products with More Actions → Export, and upload the file without editing its header row. Parcel needs the handle, fieldType, name and media columns.
A product has no images. It has no MEDIA rows in the export. Add photos to the product in Wix and export again.
Some images were skipped. Wix files only accept photos on Wix’s media server (static.wixstatic.com). Anything else in the media column is listed and skipped.
See the Wix columns in the CSV guide and the Wix image exporter page.
Amazon files
Products ended up in _needs-id. They have no barcode, or the barcode isn’t a valid UPC, EAN or GTIN. Add a correct barcode in Shopify and export again, or rename the files to the product’s ASIN.
Amazon refused some images. Open amazon-check.csv in your ZIP. The usual reasons are WebP or AVIF files, images under 500 px and animated images. Replace or convert those files, then upload again.
See the Amazon columns in the CSV guide and the Amazon image exporter page.
Recover a saved package
Open your private recovery link or visit Your export results in the same browser you used to start the saved export. A link is needed to recover it on another browser or device. Clearing browser storage or using private browsing can prevent automatic recovery.
Copy and keep the recovery link before leaving the page. Anyone with the link can access the associated results, so do not share it publicly.
Processing seems slow or paused
Large images, other queued exports, unavailable source servers, and usage limits can extend the estimate. Saved processing continues after you close the tab. Keep your private return link so you can check progress later.
Return through the recovery link to check saved progress. If the worker is temporarily unavailable, wait and check again. Avoid submitting the same CSV repeatedly; each new submission can count toward your daily export limit.
Some images failed
If a ZIP is ready, download it and inspect failed-downloads.csv for affected URLs and errors. Open an affected URL to check whether the source image is still available. Saved partial or failed exports can offer up to two retries while access remains valid. Successful images are reused, but unavailable source files may still fail.
A ZIP link did not work
Individual saved-package download links last up to one hour, capped at package expiry. Return to your results page and click Download again to get a fresh link. Download the single ZIP using the primary button or its direct-link fallback. Check your device’s Downloads folder, available disk space, and network connection.
The package itself expires 24 hours after it becomes ready. A fresh download link cannot restore an expired package. Keep your own copies before the displayed expiry time.
Payments and billing issues
When paid checkout is available, review the saved and failed image counts and the price before paying. One verified payment unlocks the complete ZIP until expiry. If you return from payment and downloads are still locked, reopen the original results page and allow payment verification to finish before trying another purchase.
Completed purchases are final under our no-refund policy. For a suspected billing error, use “Report a billing issue” when that option appears on your saved export and retain the review reference. This records the issue for review and does not guarantee a refund. Payment-provider corrections are complete only when confirmed by the provider.
Agency plan
Lost your agency key? Use recover by email with the address you used at checkout. The link we send works once, within an hour, and gives you a new key. If you never entered an email, contact us with your Stripe receipt and we will re-issue a key.
Change card, see invoices or cancel: open your account and choose “Manage billing or cancel”. Cancelling keeps your access until the end of the paid month. Payment failed? Stripe retries the card and emails you; new agency exports pause until it succeeds. Used all your plan’s exports? Extra exports run at the one-time prices until your month resets on the date shown on your account page.
Contact and privacy requests
For technical support, billing questions, or privacy requests, email support@parcelexport.com. Include your export ID, error message, device/browser, and the steps that led to the issue. For billing questions, include the payment receipt or review reference.
Do not include passwords, card numbers, recovery keys, or private results links in support messages. A response time is not guaranteed. See our privacy policy for the information used to provide the service.