Online store FAQ
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Getting started
Section titled “Getting started”Do I need to publish my store before people can see it?
Section titled “Do I need to publish my store before people can see it?”No. Your store is live on its Posty5 address from the moment you create it, and every change you save in the control panel reaches it by itself. There is no separate publish step - share your link once you have products to sell.
What does Add demo data do, and does it cost credits?
Section titled “What does Add demo data do, and does it cost credits?”It fills an empty store with sample products, tags, page sections, content pages and one shipping destination, written in your store’s language, so you can see how everything fits together. It is free and only offered while your store is still empty, and everything it adds can be edited or deleted.
Why can’t I delete my store?
Section titled “Why can’t I delete my store?”A store that still has orders in progress - pending, confirmed, processing or shipped - cannot be deleted, so no customer is left with an order nobody can fulfil. Complete, cancel or refuse those orders first. Deleting a store takes its storefront offline.
Can I try payments without taking real money?
Section titled “Can I try payments without taking real money?”Yes. When you connect a payment gateway, choose Test mode and paste the sandbox keys from that provider. Payments made through it are marked Test in Transactions and on the order, and no real money moves. When you are ready, use Replace keys on that gateway and enter your live keys.
Products and tags
Section titled “Products and tags”Can I add many products at once?
Section titled “Can I add many products at once?”Yes. On the Products page choose Import from Excel, download the template, fill in one row per product and upload it. Each imported product uses the same credits as adding it by hand.
Can I sell a product that customers buy on another site, such as Amazon or noon?
Section titled “Can I sell a product that customers buy on another site, such as Amazon or noon?”Yes. On the product’s Purchase tab choose Only on external stores or Both, and add at least one active link. With Only on external stores the product page shows buttons leading to those stores instead of Add to cart, and the product cannot go through your own checkout.
What does Units held back from sale do?
Section titled “What does Units held back from sale do?”It keeps that many units out of online sales - the product shows as sold out once its stock reaches that number. Leave it empty to use your store setting, or enter 0 to sell down to the very last unit.
How do I stop sold-out products from showing?
Section titled “How do I stop sold-out products from showing?”In Settings, open Stock and availability and choose to hide sold-out products - for the whole store, or for one product from its own settings. A hidden product disappears from every list and from search. Choose to show it as unavailable instead and it stays visible with an Out of stock label and no buy button.
Can a tag remove itself from products automatically?
Section titled “Can a tag remove itself from products automatically?”Yes. Set Auto-remove after days on the tag, and each product leaves it that many days after it was added - useful for a New arrivals tag. It is checked once an hour, and changing the number later counts from each product’s own start date, not from today.
Why can’t I delete a tag?
Section titled “Why can’t I delete a tag?”A tag that a storefront section is built on cannot be deleted until you take it out of that section, so your pages are never left with an empty strip. Open the tag and look at its Storefront sections tab to see which sections use it.
Designing your store
Section titled “Designing your store”Do changes to my design go live straight away?
Section titled “Do changes to my design go live straight away?”Yes. Every change you save in the designer goes live at once, and shoppers see it the next time they load the page. There is no separate draft of your design, so make larger changes when your store is quiet.
Can I use my own brand colours?
Section titled “Can I use my own brand colours?”The designer offers eight ready-made colour themes, each with a light and a dark version, and you can show your store in Light, Dark or Auto, which follows each shopper’s device. There is no free colour picker, so choose the theme closest to your brand.
If I switch between the Classic and Modern styles, do I lose my work?
Section titled “If I switch between the Classic and Modern styles, do I lose my work?”No. Your colour theme and every section you added stay exactly as they were. Switching style only changes how the store’s built-in blocks look and which of them appear on the home page.
A page is in my menu settings but shoppers cannot see it. Why?
Section titled “A page is in my menu settings but shoppers cannot see it. Why?”About us, Privacy policy, Return policy, Purchase policy and FAQ only appear once you have written that page - a page with no text, or an FAQ with questions but no answers, is left out of the menu and the sitemap. Links to deleted or hidden tags, and links you switched off, are left out too. Contact and Track order always show.
How do I choose which products a product strip shows?
Section titled “How do I choose which products a product strip shows?”Pick one or more tags. The strip shows products carrying those tags, without repeats, up to the number you set, and the first tag decides where View all leads. Unpublished products, and sold-out products you chose to hide, are left out automatically.
What is the difference between Design and Pages for About us, FAQ and the policies?
Section titled “What is the difference between Design and Pages for About us, FAQ and the policies?”Pages holds the words - the text sections of your About us, FAQ and policy pages. Design holds the blocks arranged around that text on the same page, such as a banner above the title or a product strip below it. Write the content in Pages first, then dress the page in Design.
Orders and customers
Section titled “Orders and customers”Does cancelling an order put the items back in stock?
Section titled “Does cancelling an order put the items back in stock?”Yes, if it had not shipped. Cancelling or refusing an order returns every unit to the exact size or colour that was sold. Once an order is marked shipped the parcel is already on its way, so cancelling it does not put the units back.
Can I move an order back a step, or reopen it?
Section titled “Can I move an order back a step, or reopen it?”No. An order only moves forward - pending, confirmed, processing, shipped, delivered - and can be cancelled or refused at any point before it is delivered. Delivered, cancelled and refused are final, so check before choosing them.
Can I record an order that came in by phone or WhatsApp?
Section titled “Can I record an order that came in by phone or WhatsApp?”Yes. Use Add order on the Orders page. Prices come from your catalogue and the delivery fee from your shipping settings, so you never type amounts, and the stock is taken straight away. If you enter the customer’s email, they receive a confirmation with a tracking link.
Is my customer told when I change an order’s status?
Section titled “Is my customer told when I change an order’s status?”If the order has an email address and status emails are switched on under Settings, then Notifications, the customer is emailed the new status along with any note you add. Their tracking page shows the new status and when it changed, but not your note. Each email uses store credits.
Can visitors message me without an account, and does Posty5 reply for me?
Section titled “Can visitors message me without an account, and does Posty5 reply for me?”Anyone can write to you from your store’s Contact page, and the message arrives under Customers, in Contact messages. Posty5 does not email the sender or notify you, so check that screen regularly and answer from your own mailbox with Reply by email. Use the status and private notes to keep track.
Payments
Section titled “Payments”Why doesn’t my new payment gateway appear at checkout?
Section titled “Why doesn’t my new payment gateway appear at checkout?”A newly connected gateway starts switched off, so switch it on first. Checkout then offers it only where it supports your store’s currency and the shopper’s country. Once you assign gateways to any country, a country with no assignment - and no Rest of world assignment - offers no online payment.
How do I choose which gateway each country uses?
Section titled “How do I choose which gateway each country uses?”Open Shipping and use the Payments button on a country, or on Rest of world. The first gateway you assign becomes that country’s default, and you can change it. Only gateways that are connected and switched on can be assigned.
Can I see my API keys after saving them?
Section titled “Can I see my API keys after saving them?”No. Keys are stored encrypted and never shown again, which keeps them safe even from people who can open your control panel. To change them use Replace keys and type the new ones in full. If you have lost a key, get it again from the provider.
How do I refund a customer, and does it cancel the order?
Section titled “How do I refund a customer, and does it cancel the order?”Open the order, go to its Payments tab and choose Refund - only staff with refund access see the button. You can refund all or part of what is left, where the gateway supports partial refunds. A refund only sends money back and does not change the order’s status or stock. Cash on delivery and Thawani payments cannot be refunded through Posty5.
What happens when I disconnect a gateway?
Section titled “What happens when I disconnect a gateway?”Its stored keys are deleted, so reconnecting means entering them again. Countries that used it as their default move to another assigned gateway, and the confirmation lists them. Payments still waiting on that gateway may never be confirmed, so disconnect it when none are pending.
Shipping
Section titled “Shipping”How do I charge a different delivery fee for one city?
Section titled “How do I charge a different delivery fee for one city?”Open Shipping fees, choose the country, then the governorate, and type a fee in the city’s box. The most specific price wins - city, then governorate, then country, then your store’s default fee. An empty box means use the level above, and 0 means free delivery to that place.
What is the difference between switching a country off and removing it?
Section titled “What is the difference between switching a country off and removing it?”Switching a country off hides it from checkout but keeps every fee you set inside it, so you can switch it back on later. Removing it deletes the fees for all its governorates and cities.
Can I offer free delivery above a certain order amount?
Section titled “Can I offer free delivery above a certain order amount?”Not from the shipping settings. Create a Free shipping coupon with a minimum basket amount, and customers who reach that amount and use the code pay no delivery. To make delivery free to a place for everyone, set its fee to 0.
How is the delivery fee charged when a customer buys several items?
Section titled “How is the delivery fee charged when a customer buys several items?”Under Settings, then Shipping settings, Charge the fee can be once per order, once per different product, or once per item. A product’s own extra fee per item is always added for every unit, whatever you choose there.
Will a customer who already paid online be asked to pay again at the door?
Section titled “Will a customer who already paid online be asked to pay again at the door?”No. The amount the courier collects is set to zero when the order was paid online, and when the carrier cannot collect cash at all. Only Own delivery, Aramex, Bosta and InPost can collect cash on delivery.
What happens to booked parcels if I disconnect a carrier?
Section titled “What happens to booked parcels if I disconnect a carrier?”Their records stay, and a label Posty5 already stored can still be printed. Tracking and cancelling through Posty5 stop for those parcels, so handle them with the carrier directly. Countries that used that carrier as their default move to another connected carrier, and the confirmation names them.
Coupons and promotions
Section titled “Coupons and promotions”Can a customer use my coupon more than once?
Section titled “Can a customer use my coupon more than once?”You set two limits - total uses across all shoppers, and uses per customer - and leaving either empty means unlimited. The per-customer limit counts only signed-in shoppers, so a guest can reuse a code. To enforce it for everyone, turn off Allow guest checkout under Settings, then Orders.
Are coupon codes case-sensitive?
Section titled “Are coupon codes case-sensitive?”No. Capital letters and spaces are ignored, so SAVE 20, save20 and SAVE20 are the same code. For the same reason you cannot create two coupons whose codes differ only in case or spacing.
Why can’t I delete a coupon?
Section titled “Why can’t I delete a coupon?”Once a coupon has been used you can only stop it, because your orders and discount reports rely on its history. A coupon that was never used can be deleted, and its code can then be used again.
Does a cancelled order give its coupon use back?
Section titled “Does a cancelled order give its coupon use back?”Yes. When an order is cancelled or refused, the use goes back to the coupon and to that customer’s allowance. Every other status keeps the use.
Can a discount be bigger than the order?
Section titled “Can a discount be bigger than the order?”No. A discount never exceeds the price of the products it applies to, and delivery is still charged unless it is a free-shipping coupon. A percentage coupon can also have an At most cap.
Reviews
Section titled “Reviews”Who can review my products?
Section titled “Who can review my products?”Only a signed-in customer whose order containing that product has been marked Delivered, once per product per order. Every review is labelled Verified purchase. You cannot write reviews yourself, and you cannot change what a shopper wrote.
Can I remove a bad review?
Section titled “Can I remove a bad review?”You can hide it, and you must give a reason, which is recorded against your name. A hidden review leaves your storefront and no longer counts toward the product’s star rating. The shopper still sees it in their account with a note that it is not shown, and you can put it back at any time.
Staff and your account
Section titled “Staff and your account”What happens to my staff if I downgrade from Pro?
Section titled “What happens to my staff if I downgrade from Pro?”Their access is paused automatically, and they see an Access paused screen. Nothing is deleted - when you upgrade again they get the same access back without a new invitation. You can still see and remove them while you are downgraded.
Can I make someone a second owner?
Section titled “Can I make someone a second owner?”No. Ownership belongs to whoever created the store. Staff get one of twelve roles, which you can fine-tune under Advanced permissions to give each person only what their job needs.
Who is notified when a new order arrives?
Section titled “Who is notified when a new order arrives?”You and staff with access to orders get a notification in the control panel - there is no new-order email. The person who made a change is not notified about it, and staff whose access is paused get nothing. Low-stock and sold-out alerts go to you and staff who manage products, when those alerts are switched on under Settings, then Stock and availability.
Where can I see what my store has used credits on?
Section titled “Where can I see what my store has used credits on?”Open the Operations log, which only the store owner can see. It lists every store operation, including the free ones, with who did it, the credits used and whether it has been settled, and you can filter by operation and by date.
How do I report a problem in the control panel?
Section titled “How do I report a problem in the control panel?”Press the flag button at the bottom of any page. It captures a screenshot of the page - add a short description and send it. The screenshot includes whatever is on your screen, customer details included, so close anything private first.
Analytics and reports
Section titled “Analytics and reports”Why don’t my net sales match the total of my orders?
Section titled “Why don’t my net sales match the total of my orders?”Net sales are your product prices minus discounts and refunds. The delivery you charge is reported separately as Shipping charged. Only orders that are confirmed, processing, shipped or delivered count, so pending, cancelled and refused orders are left out.
Which day does an order placed around midnight count on?
Section titled “Which day does an order placed around midnight count on?”Your store’s own calendar day, in the timezone set under Settings, then Currency and timezone - or UTC if none is set. If you change the timezone later, only the days rebuilt afterwards move.
Why does stock movement show more units going out than my sales?
Section titled “Why does stock movement show more units going out than my sales?”Stock leaves the shelf when an order is placed, including orders still waiting to be confirmed, while sales count only confirmed orders onward. Units from a cancelled order come back and show as Returned to stock, so the gap is your pending and cancelled orders.
Your shoppers
Section titled “Your shoppers”Can customers buy without creating an account?
Section titled “Can customers buy without creating an account?”Yes, guest checkout is on by default. Turn off Allow guest checkout under Settings, then Orders, and shoppers must sign in with a Posty5 account before they can check out - your store enforces this, not only the page.
What happens if a price or stock level changes while a product is in a shopper’s cart?
Section titled “What happens if a price or stock level changes while a product is in a shopper’s cart?”Checkout checks every line again. The shopper sees the new price, how many are left, or that the product is no longer available, next to the line concerned. The order is always charged at the current price and is refused if there is not enough stock.
How does a customer track an order, and what can others see?
Section titled “How does a customer track an order, and what can others see?”The thank-you page and the confirmation email carry a tracking link and QR code, or the customer can enter the code on your store’s Track order page. It shows the status history, the items, the total and the buyer’s name, and never the phone, email or address. Anyone the link is forwarded to sees the same page.
Can shoppers save favourites without an account?
Section titled “Can shoppers save favourites without an account?”Yes, favourites are kept in the shopper’s browser. When they sign in, their favourites join their account for your store and follow them to other devices. Products you remove or unpublish drop off the list.
When does Google Analytics start collecting on my store?
Section titled “When does Google Analytics start collecting on my store?”Only after a shopper accepts the analytics banner - shoppers who decline are never measured, and the choice is remembered for six months. Add your own Google Analytics ID under Settings, then Analytics.
Why is my visitor count higher than Google Analytics?
Section titled “Why is my visitor count higher than Google Analytics?”The visitor count goes up on every page load, including shoppers who declined analytics, while Google Analytics counts only the shoppers who agreed. Treat Google Analytics as the lower bound and the visitor count as the upper one.
Your own domain
Section titled “Your own domain”Why is my domain still pending?
Section titled “Why is my domain still pending?”Almost always because at least one record is not visible to us yet. Give it up to an hour before treating it as a problem. If it is still pending after that, re-read the two records against the Domains page character by character - a missing letter in the value, or your domain typed twice into the name field, accounts for most of them. The page names the record it cannot see, which tells you which of the two to look at.
It says the record cannot be found. What does that mean?
Section titled “It says the record cannot be found. What does that mean?”It means we asked DNS for that exact name and got nothing back. The message includes the full name we looked for, so compare it with what your registrar now shows. The usual cause is the name field, most registrars add your domain to whatever you type, so entering the full name produces something like shop.brand.com.brand.com. Paste the name we show, then check how your registrar displays the saved record.
Should I connect brand.com or www.brand.com, and will both work?
Section titled “Should I connect brand.com or www.brand.com, and will both work?”Connect the one you want shoppers to see; they are two different names here and connecting one does not connect the other. A store holds one domain at a time, so the way to serve both is to connect your choice and then set up a redirect at your registrar from the other to it. Most registrars offer that as forwarding, and it costs nothing.
Will this affect the email on my domain?
Section titled “Will this affect the email on my domain?”Not if you add the records instead of replacing anything. Email is delivered by its own separate records, and nothing we ask for touches them. The one case that does break email is deleting or overwriting an existing record while adding ours - which happens most often when connecting a bare domain, because the field looks already taken. If you are unsure, copy your current records into a note before you change anything.
Does my old Posty5 address stop working?
Section titled “Does my old Posty5 address stop working?”No. It keeps working and redirects to your domain, so older links, printed material and anything a customer bookmarked still reach your store.
How do I move the domain to a different store?
Section titled “How do I move the domain to a different store?”Disconnect it from the store that has it, then claim it on the other one. It has to be done in that order, a domain that is live on a store is never taken from it, which is what stops anyone else claiming a name you are using. Your DNS records can stay exactly as they are, but the new store issues its own ownership value, so replace that one record with the value the new store shows.
How do I disconnect a domain?
Section titled “How do I disconnect a domain?”Disconnect it on the Domains page. Your store goes back to its Posty5 address immediately, on the next request a shopper makes. Afterwards you can tidy up the records at your registrar at your leisure - leaving them costs nothing except that the name no longer leads anywhere useful.
My browser shows a certificate warning on the domain. Is something wrong?
Section titled “My browser shows a certificate warning on the domain. Is something wrong?”During setup this is expected. The certificate is only requested after your records are confirmed, so a domain that is resolving but not yet secured has no certificate for a browser to trust. Wait for the page to report the domain as active and then reload. A warning that persists after that is worth reporting, and the status on the page will say which half is unfinished.
My domain was refused. Why?
Section titled “My domain was refused. Why?”The page gives the reason, and there are only a few. The name is already live on another store; your store already has a domain, so disconnect that one first; the name is a Posty5 address or sits underneath one, which cannot be claimed as a custom domain; or what you typed is not a valid host once tidied up. A refusal happens before anything is created, so nothing needs undoing.
It was working and now the store is back on the Posty5 address. What happened?
Section titled “It was working and now the store is back on the Posty5 address. What happened?”A live domain is re-checked periodically, including the ownership record, and a domain whose records have genuinely gone stops being served - that is deliberate, because a name that is no longer pointed at us should not keep showing your store. The usual cause is a record deleted during unrelated DNS tidying, the ownership record most often, since it looks like leftover machine noise. Put it back and the domain recovers by itself.
How often is my domain checked, and can I check it myself?
Section titled “How often is my domain checked, and can I check it myself?”Posty5 checks it for you - every ten minutes at first, then less often while the records still cannot be seen, never more than an hour apart. You can also press Check now, up to twenty times an hour with fifteen seconds between presses.
Can I delete the TXT record once my domain is live?
Section titled “Can I delete the TXT record once my domain is live?”No. It is checked for as long as the domain stays connected, and if it disappears your store comes off the domain, usually within the hour. Put it back within a few days and the domain recovers by itself.