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Hi, We are still waiting for the developer to make the change. I will certainly post the answer when we know for sure! Thanks

You've probably solved this already, but you first need to figure out whether it's a Panda or a Penguin penalty. This is probably a link-based penalty, but I can't say without seeing the site. If so, you'll want to work on link removal. A good place to start are on links with a high spam score. Try to get them removed, and add any spammy/purchased links to a disavow. Let me know if you still need some eyes on it.

That is true, Keri -- Thank you for clarifying. The client had a site with ecommerce store from SBI!.  They wanted to change to a different platform and in the process created the site with a new URL.  The first site, however, had many links and was ranking for most of their keywords.  That site is still now appearing above the new site in searches. Then we entered, and would like (obviously) to 301 redirect all the pages from the initial site to the new one, so that they don't lose what they had built up.  But SBI! says FTP access is not available and 301 redirects are impossible. We're looking for a creative solution around that.  Thanks for any help someone can give us.