The point of my message the Mark Gibbs was that merchants have more options. To put my quote back into context, here is the complete message:

Hi Mark,
It may be worth mentioning that ProStores has a Reseller Channel, a
Certified Designer Network and an Authorized Developer Network capable
of supporting end users who wish to customize their ProStores stores.

Neoverve is a charter member of the ProStores Developer Network and
Certified Designer Network. We are also a Master Reseller of
ProStores. ProStores is our primary focus and we have been hosting,
developing and designing custom stores on this platform for eight
years. Our ProStores merchants consider Neoverve as their Strategic
Partner for eCommerce.

Customizing any eCommerce application is difficult for the vast
majority of merchants to achieve in-house. Providers who advertise
their platform as a Low Cost, Do-It-Yourself application are simply
unable to support customizations. They don't have professional
designers and developers on staff to support end-users who wish to
customize. They have extremely high customer churn rates for the exact
reasons you cited in your article.

ProStores is a very feature rich eCommerce application. While it may
be difficult to customize, it is quite easy for a merchant to run
their business - merchandising and managing their product catalog and
processing their orders using ProStores. And because ProStores is
highly customizable, we view it as the hands-down winner for a hosted
eCommerce solution.

Merchants hire Neoverve to either support their internal efforts to
customize their store, collaborate with their in-house designers or do
it all for them. A primary objective for Neoverve when working with a
merchant is to empower the merchant to be self-sufficient running
their store, knowing we are there for ongoing support, training and
further development. That's why our customer churn rate is in the low
single digits.

Merchants have options...

Best regards,

Kurt Davey
President
www.neoverve.com

Click to read the article this is in response to.