68 of 68 answers
Products & stockBuild a full service storefront using your store branding, categories and media.
Where: Owner portal → Services; store type is under Settings
- Choose Products & services or Services & appointments in Settings → Store type. Existing records are preserved.
- Under Services → Service categories add names, descriptions and category photos. Renaming a category updates its services; reassign services before deleting a used category.
- Add staff and working hours. Split intervals around breaks and enter days off as YYYY-MM-DD.
- Use All services → Add service to enter a description, category, photos, price, duration, staff and preparation instructions. Save first before uploading MP4 video, save again to attach, and publish when ready.
- Use Service homepage for the banner, story, gallery, genuine testimonials and FAQs. Empty optional sections stay hidden. Online store controls your saved theme colours, logo, contact details and footer.
- Use Service layout to choose the presentation. These layouts inherit your store colours. Booking settings controls the enable switch, time zone and cancellation rules.
- Customers browse collections and service detail pages, then select a staff member, date and available time. Payment is at the appointment. Private theme previews cannot submit bookings.
- Manage bookings under Appointments. Customers can access My appointments or use their private confirmation link to cancel or reschedule within your rules.
What should happenServices share the normal owner portal and a full storefront. Existing product checkout remains unchanged.
Example & common questions
Video limits are 25 MB per upload and 100 MB per store. Email needs working SMTP. Online payments, automatic reminders and branch-specific booking remain outside this release. Only use photos and testimonials you have permission to publish.
Organize products from different brands.
Where: Products → Brands, or Add/Edit product → Organization → Brand
- Choose Add brand, enter its name and save it.
- In the product editor select a brand, then Save product.
- Choose No brand to remove the brand from a product.
- Rename a brand from Products → Brands → Edit.
What should happenThe selected brand is shown on the product details page. Products without a brand do not show a brand label.
Example & common questions
Brand names are private to your store. Renaming a brand updates every attached product; saving a new brand alone does not save your product.
Ask the platform team for more time to set up your store.
Where: Billing & plan → Need more trial time?
- Enter the extra days you want, between 1 and 365.
- Explain why you need more time, then choose Request more trial days.
- The request is sent as a private plan/subscription support ticket. Follow replies in Help & Support.
- The platform admin reviews the request, opens your store details and chooses how many days to extend.
What should happenSubmitting a request does not automatically extend the trial. The admin must approve the extra time.
Example & common questions
An open request is shown instead of a second request button. Admins should reply to the support ticket with their decision and resolve it after handling it. Paid plans are renewed separately; extending a suspended trial does not reactivate the store.
Create named measurement tables and attach them to products.
Where: Products → Size charts, or Add/Edit product → Size charts
- Choose Create size chart and give it a name such as Womens shirts. Choose cm or inches.
- Add measurement columns such as Chest, Waist and Length. Enter a value for each size. Changing units does not convert numbers.
- Save the chart. In Add/Edit Product choose it from Size chart for this product, then Save product.
- To detach a chart choose No size chart and save the product. Add material and care details separately in Specifications.
What should happenCustomers open the attached table with Size guide. Editing a shared chart updates every product using it.
Example & common questions
Use up to 8 measurement columns and 30 sizes. Fill every cell. Create a separate chart when measurements differ; do not edit a shared chart for one product. No sample chart is attached automatically.
Check your current product edits before saving or publishing.
Where: Products → Add or Edit product → Preview product
- Click Preview product next to Discard and Save product.
- A new tab shows the product using your saved store design, including current unsaved text, prices and product options.
- Inspect the photos, video and options. Shopping and form submissions are disabled.
- Close the preview tab to return to the editor. Save product when ready.
What should happenPreview does not save, publish or change your live product. Drafts and new products can be previewed too.
Example & common questions
This is a private browser preview, not a shareable customer link. It expires after 30 minutes. Allow pop-ups for SellGrow if the new tab is blocked. Only already-uploaded photos and videos are included; upload media after the product is first saved.
Show your product in action with one optional video.
Where: Products → Add or edit product → Product video
- Save the product first, then choose Upload video.
- Select an MP4 file up to 25 MB. H.264 video with AAC audio works best; a 15–30 second clip is ideal.
- Wait for Video saved. Preview the result, or use Replace video or Remove video. Video changes save immediately.
- Publish the product and open its product page. Customers open the See it in action card under the photos, choose Watch product video, then use the player controls.
What should happenThe video appears alongside the gallery without replacing product photos or changing the store theme.
Example & common questions
One video per product; it counts toward store storage. There is no automatic playback or automatic sound. Removing a video does not remove photos. Draft and archived product videos are not publicly available. If a file cannot play, export as MP4/H.264/AAC and replace it. Upload only content you have permission to use.
The guided tour introduces the store, products, design, delivery, orders and sharing.
Where: First visit / Help & Support → Start tour
- Use Next to open the next section, or Back to revisit a step.
- Use Skip tour or Escape to close it without changing store settings.
- Choose Finish at the last step.
- Restart any time from Help & Support → Start tour.
What should happenThe tour explains the main tools without saving products, changing orders or publishing your store.
Example & common questions
Progress is saved separately per store in this browser. Another browser, cleared browser storage or a different device can show the tour again. The email-verification warning remains separate; taking the tour does not verify the account.
Categories group related products and give them a collection page.
Where: Products → Categories
- Enter the category name. Check its automatically suggested slug.
- Use lowercase letters, numbers and hyphens in the slug, for example summer-collection. Create the category.
- Assign relevant products and add its collection link to your menu where needed.
- Use Edit to change a category. Before deleting, check products and menu links that use it.
What should happenThe collection URL uses the saved slug.
Example & common questions
A slug is the readable part of a link. Changing it can break previously shared links. Creating a category does not automatically add products to it.
Store details are separate from theme text and images.
Where: Settings → Store settings
- Edit Store name or select the required currency.
- Press Save store and wait for confirmation.
- Review product prices, delivery charges and checkout amounts afterwards.
What should happenSaved store identity is updated; the store handle field is read-only here.
Example & common questions
The available currencies are USD, PKR, GBP and EUR. Do not assume changing currency converts existing numeric prices using an exchange rate. Review amounts before selling in a different currency.
Use the tax section to configure how SellGrow displays and calculates tax.
Where: Online store → Business settings → Tax & invoices
- Enable Charge tax if your store needs it. Enter the rate and label.
- Select Product prices already include tax only if your product prices include it.
- Enter the invoice prefix, tax/registration ID, legal business name and invoice address.
- Save/publish the settings and check a test checkout with and without a discount.
What should happenTax is calculated after discounts and invoices use the configured business details.
Example & common questions
Tax-inclusive prices must not have the same tax added again. The rate field accepts 0–100. This guide explains the controls, not which tax legally applies to your business; confirm that separately.
The newsletter form saves people who ask to hear from your store.
Where: Homepage footer settings → Show newsletter; Business settings → Analytics & newsletter
- Enable Show newsletter in the footer and publish the design.
- Customer: enter an email in the public newsletter form and submit.
- Owner: open Analytics & newsletter to see active subscriber information.
What should happenSuccessful signups are saved to that store.
Example & common questions
A saved signup does not mean a campaign was sent. The settings show the active subscriber count and a short list, not a full email-campaign editor. Do not add people to marketing lists without appropriate permission.
The feed supplies catalogue information to Google Merchant Center.
Where: Business settings → Analytics & newsletter → Google Shopping product feed
- Check Ready or Needs attention and read listed catalogue issues.
- Correct affected product information and recheck.
- Use Copy URL and Test feed to inspect the live XML feed.
- Add the feed URL to your Google Merchant Center account and review its results there.
What should happenThe feed supplies current product prices, images and stock from SellGrow.
Example & common questions
A Ready feed is not a guarantee Google will approve every product or an advertisement. Merchant Center is an external service with its own review and setup.
Visitor tracking and domain verification are different settings.
Where: Business settings → Analytics & newsletter
- Enter the requested Google Analytics measurement ID, Meta Pixel ID or TikTok Pixel ID, not a password.
- For domain verification, paste only the content value, not the whole HTML tag.
- Save/publish. Test tracking after accepting analytics cookies in the storefront.
- Use Analytics test mode for diagnostic ecommerce-event logs when needed.
What should happenStore analytics tracking depends on analytics-cookie acceptance; verification tags do not need that consent.
Example & common questions
A declined cookie choice or browser blocker may stop analytics events. A verification code proves domain ownership to its provider; it does not track a purchase by itself.
Tracking shows the progress recorded for your order.
Where: Store → Track your delivery, or customer dashboard → Tracking / Orders
- Use the tracking token supplied for the order in the public tracking form.
- Press Track order and read the result.
- If signed in, open the order or Tracking section in your account.
- Contact the store if the token fails or the status needs clarification.
What should happenA valid token retrieves the associated tracking information.
Example & common questions
The tracking token is not necessarily the courier tracking number or order reference. Keep it private. Recorded progress is not a promise of live courier GPS tracking.
Search and collections help shoppers find items before checkout.
Where: Store search, collection pages and cart
- Search by product name, option name or product code. Words can be entered in any order. Exact code matches appear first with the default sorting.
- Click the search icon to open the top search panel. Its scanner icon opens Barcode scanner: choose Start scanning for your camera, or Browse barcode image for a saved JPG, PNG or WebP photo (up to 10 MB). Allow camera access only when starting a scan and hold the label steady. You can also type the code. Collection filters still apply.
- Choose the variant before adding the item.
- In the cart, increase/decrease quantity or remove an item, then review totals.
What should happenThe cart reflects the selected products, variants and valid quantities.
Example & common questions
Owners: Products supports the same name/code search. In Add/Edit product, enter the barcode number in Product code (SKU), or press Scan beside it, then save. Keep leading zeroes. Scanning needs HTTPS and camera permission; camera images stay on your device and scanned links are not opened. No match means the code is missing or the product is unavailable in this store. A cart does not reserve stock indefinitely. A saved item may become unavailable. If results are empty, clear filters and try a shorter search.
Restoring appearance helps recover from an unwanted design change.
Where: Online store → Themes → Theme library
- Review the current published design and any unsaved draft.
- Use the available restore action for the previous appearance.
- Inspect the restored preview on desktop and mobile.
- Save and publish when the result is right.
What should happenThe selected appearance can be restored without replacing your product catalogue or orders.
Example & common questions
Appearance restoration preserves current business settings such as discounts, tax, tracking, policies and brand identity. Check those separately if you intended to change them. Restoring a preview is not a substitute for publishing.
Store owners can talk to SellGrow Support without exposing the conversation to shoppers.
Where: Help & Support → Create support ticket
- Choose a category and Normal or Urgent priority. Use Urgent for a store-wide outage or blocked account.
- Enter a title of at least 5 characters, an optional affected-page URL and a description of 10–5000 characters.
- Send the ticket. Open it from Your tickets to read the conversation.
- Send follow-up replies in the same ticket. Close it when finished.
What should happenThe ticket receives a reference and tracks the conversation with SellGrow Support.
Example & common questions
Waiting for merchant means support needs your response; Waiting for support means their response is pending. Closed tickets cannot be replied to here; create a new ticket for a new issue. The form has no attachment upload, so describe errors clearly without sensitive data.
A subscription payment request must be reviewed before it becomes an approved payment.
Where: Settings → Billing & plan / Operations → Billing
- Open the billing request and follow its payment instructions.
- For a Pending or Rejected request, select a receipt file: PDF, PNG, JPG or WebP, up to 5 MB.
- Optionally add the transaction reference and a note, then Submit payment proof.
- Read the review status and note. Correct rejected proof if necessary.
- Download proof when available; download the receipt after the request is Paid.
What should happenThe proof is submitted for review; approved paid requests show receipt and active-period information.
Example & common questions
Uploading a screenshot is not approval. Pending or rejected requests can be cancelled with Cancel request. This is your SellGrow subscription, not a shopper’s order payment.
The overview highlights work that needs attention.
Where: Operations → Overview
- Check Returns waiting, Abandoned carts, Open enquiries and Reviews to approve.
- Open a tile to work on its corresponding list.
- Check Catalogue usage and remaining products for your plan.
- Refresh after completing work.
What should happenYou can reach outstanding work without searching multiple menus.
Example & common questions
A zero count is not a website-traffic count. It describes the relevant work queue. Catalogue allowance is about your plan, not physical stock.
A form change is not live until it is saved successfully.
Where: Business settings → Delivery charges
- Edit the required rule rather than adding a duplicate accidentally.
- Disable an option you want to keep but temporarily stop offering; remove it only if no longer needed.
- Check every remaining rule for valid name, amount, time and any required cities.
- Press Save changes and wait for confirmation. Use Discard changes to abandon unsaved edits.
What should happenCustomers see the successfully saved options, not unfinished form edits.
Example & common questions
A free-delivery minimum must be empty or greater than zero. If all applicable options are disabled, some customers may be unable to check out. Test the affected address after saving.
This is the public guide for store owners, shoppers and testers.
Where: Help & User Guide
- Use search for the feature name or a short question.
- Choose a topic to narrow the answers. Clear the search to see all topics again.
- Open Example & common questions for calculations and limitations.
- Share an article heading’s link to point someone to that answer.
What should happenThe guide covers the current owner menu sections, customer account areas and shopping workflows.
Example & common questions
Platform-only administration and private operational procedures are intentionally excluded from a public guide. Documentation coverage does not mean every live configuration is bug-free: use the test journey and report-problem instructions when verifying a store.
A store owner account manages the shop. A customer account is for shopping.
Where: SellGrow home → Create your store / Login
- Register with your own email and store details. Use an email you can open.
- Registration signs you in and opens your new store with a Manage my store button.
- Use Manage my store to prepare products and design. Follow the email-verification warning; open the email link or use Resend email.
- Verify before using protected actions such as staff access, domains, payments and order changes. Open your store link separately to see what shoppers see.
What should happenThe owner sees the management dashboard; shoppers see the public store.
Example & common questions
Signing in through the account icon on a store does not open the owner dashboard. Never give customers your owner password. If you forget your password, use the reset-password email flow.
Finish a small launch checklist before inviting customers.
Where: Store owner dashboard
- Add real products, photos, prices and stock.
- Choose a design and replace sample text, images and links. Save and publish the design.
- Set delivery charges, COD or manual payment details, contact information and policies.
- Open the public store on a phone. Check a product, cart, delivery location and checkout total.
- For a test order, use agreed test contact details and arrange with the store owner before submitting.
What should happenThe store has real information and a complete shopping journey.
Example & common questions
Sample theme pictures do not prove that a product is available. A test order is a real order in the store: do not place one without permission or mark it delivered unless the owner agrees.
A product is the item you sell; a variant is an option such as size or colour.
Where: Products → Add product
- Enter a clear product name and useful description.
- Upload product photos and choose the relevant collection or category.
- Add variant options where needed. Give each variant its price, SKU and stock.
- Save the product and check its visibility in the public store.
What should happenCustomers can open the published product and select its available options.
Example & common questions
Use actual product photos and explain size, material and what is included. If a product is missing, check whether it was saved, published and assigned to the collection being viewed.
Selling price is what the customer pays. Original price is the higher price shown crossed out.
Where: Product editor → Variants, pricing and inventory
- Enter the current selling price.
- For a sale, enter a higher original price.
- Save and check the product page with the correct variant selected.
What should happenA higher original price appears crossed out beside the selling price.
Example & common questions
Example: selling price PKR 14,990, original price PKR 17,990. The customer pays 14,990 before delivery, tax or a valid discount. An original price does not create a discount code.
These settings describe packs and how many a customer can buy at a time.
Where: Product editor → Variant inventory
- Choose the selling unit, such as Piece or a package option.
- Set how many items are inside one package.
- Set the purchase increment (Buy in multiples). Use 1 for ordinary single-item purchases.
- Save and check the quantity selector in the store.
What should happenThe quantity selector follows the configured purchase step.
Example & common questions
Example: an increment of 6 means quantities such as 6, 12 and 18. Units per package describes contents; it is not the same setting as the purchase step. Check your price against the unit you are selling.
Stock is the quantity available for each variant.
Where: Products / Inventory
- Find the exact product variant by its name or SKU.
- Update available stock after checking physical inventory.
- Set the low-stock warning level.
- Save and check availability in the store.
What should happenAvailability reflects the saved variant stock.
Example & common questions
A low-stock level of 3 is a warning threshold, not extra stock. Different colours or sizes can have different stock. Avoid changing stock while another staff member is processing the same item.
CSV is an optional bulk tool. You can still add products one by one.
Where: Operations → Products CSV
- Export products to inspect the file structure before preparing an import.
- Prepare columns named name, slug, price, sku and stock.
- Select the CSV file and choose Validate first. Correct reported problems.
- Import only after validation succeeds, then check the resulting products.
What should happenValid rows are imported without accidentally overwriting protected existing slugs.
Example & common questions
Use a few sample rows first. Keep a backup of your original file. Do not assume import replaces an existing product with the same slug.
A theme controls appearance, not your actual product catalogue.
Where: Online store → Design / Themes
- Preview a theme before applying it.
- Customise your logo, colours, images and page sections.
- Save a draft while you are still working.
- Publish when ready, then open the public store.
What should happenA draft stays private; the published design is what shoppers see.
Example & common questions
Changing a preview is not the same as publishing. Existing products and orders are not sample theme content. Check product, cart and checkout pages as well as the homepage.
The visual editor helps you find the setting without remembering its menu.
Where: Online store → Homepage
- Open the homepage preview.
- Click or tap the section you want to change.
- Edit its text, pictures, buttons or other available settings.
- Check desktop and mobile previews, save the draft, then publish.
What should happenThe selected section opens its settings and the published store changes after publishing.
Example & common questions
Preview shopping and form submissions are disabled. Open the real store to test buying. If another editor saved changes, reload the latest version before continuing rather than overwriting their work.
These three images appear in different places.
Where: Online store → Design / Homepage → Brand and search settings
- Upload your store logo for the store header.
- Upload a square browser icon (favicon); 512 × 512 px is recommended.
- Upload a social share image; 1200 × 630 px is recommended.
- Save and publish, then check the store and a shared link.
What should happenThe logo appears on the site, the favicon in the browser tab, and the share image in supported link previews.
Example & common questions
The share image is not a homepage banner. Social apps may cache an older preview. Product links can use the product photo instead of the general store share image.
Navigation tells customers where a menu item should take them.
Where: Online store → Navigation / Pages
- Create or edit the page or collection you want to link.
- Give the menu item a short, clear name.
- Choose its destination and save the relevant settings.
- Open the public store and click the link on desktop and mobile.
What should happenThe menu leads to the intended page, product collection or destination.
Example & common questions
Changing a label alone does not change the destination. Check footer links too. Avoid leaving sample links that lead to unrelated collections.
Customers need to know how delivery, returns and privacy work for your store.
Where: Online store → Business settings / Pages
- Enter accurate store contact information.
- Write clear delivery, return and other policy information in the available settings or pages.
- Save and make the pages reachable from store navigation or footer.
- Check the text as a customer before publishing.
What should happenCustomers can find the store’s contact details and conditions.
Example & common questions
A policy describes your rules; it does not automatically issue refunds or book a courier. Keep policies consistent with the options you enable.
Search information describes the store to search engines; tracking measures visits.
Where: Online store → Search / business settings
- Use a clear search title and description.
- Enter only the verification or tracking values requested by the labelled fields.
- Save or publish as required by that section.
- Check the public page and your tracking provider separately.
What should happenSaved metadata is available to supported search and sharing systems.
Example & common questions
Search ranking and search-result updates are not immediate. Do not paste passwords into tracking fields. Tracking may be blocked by consent choices or browser privacy tools.
Your store link is the address customers open to shop.
Where: Store settings → Domains / Custom domains
- Copy your assigned SellGrow store link and test it.
- If using your own domain, add it through the domain settings.
- Follow the DNS instructions shown for that exact domain at your domain provider.
- Wait for verification and check the domain status before sharing it.
What should happenThe verified domain opens the correct store.
Example & common questions
DNS changes can take time. Do not copy another store’s DNS values or assume entering a domain proves ownership. Keep your existing working store link until the custom domain is ready.
Customers type a code at checkout to receive the configured discount.
Where: Online store → Discounts
- Enter a code, such as SAVE10.
- Choose Fixed amount or Percentage.
- Enter the discount value. For percentage, use a value above 0 and no greater than 100.
- Set the minimum shopping amount, or 0 for no minimum. Enable Active.
- Choose Save discount codes and test the code on a qualifying cart.
What should happenThe saved active code can be used without publishing unrelated theme edits.
Example & common questions
SAVE10 is only a name: it does not automatically mean 10%. Fixed amount 10 means PKR 10 off in a PKR store; Percentage 10 means 10% off. Avoid duplicate codes.
The minimum is the product subtotal needed before a code can be used.
Where: Discount editor → Minimum shopping amount
- Set 0 if any qualifying subtotal may use the code.
- Set a positive amount if customers must spend more.
- Save and test a cart below and above that amount.
What should happenA cart below the minimum cannot use the code.
Example & common questions
Example: minimum 2,000 and 10% off: products worth 2,500 receive 250 off. Delivery is not part of the qualifying product subtotal and is not discounted. A fixed discount cannot reduce products below zero.
The cart and checkout show the effect of a valid code.
Where: Public store → Cart / Checkout
- Type the store’s active code and press Apply.
- Read the success or error message and check the discount line.
- After changing quantities, check the recalculated total.
- Remove or clear an invalid code before placing the order.
What should happenA valid code reduces the product amount and the total is recalculated.
Example & common questions
If it fails, check the code, active status and minimum amount. Entering the code without pressing Apply is not enough. An original crossed-out product price is separate from a coupon.
Delivery is the cost of sending the parcel. COD means paying when the parcel arrives.
Where: Business settings → Delivery charges and Cash on delivery
- Set the delivery fee in delivery settings.
- Enable COD if the store accepts payment on arrival.
- Check the COD minimum and maximum order limits.
- Check whether the selected delivery option allows COD.
What should happenA customer can pay the order total, including delivery, on arrival when COD is eligible.
Example & common questions
Example: product 2,000 + delivery 250 = 2,250 before other adjustments. COD 250 usually means a 250 delivery fee with COD enabled; it is not entered as the COD minimum order.
Use a general delivery option for addresses not covered by a more specific rule.
Where: Business settings → Delivery charges
- Add a general delivery charge.
- Name it clearly, for example Standard delivery. Enter 250 as the delivery charge.
- Enter the estimated delivery time and enable the option.
- Leave the free-delivery minimum empty if every order should pay delivery.
- Enable COD if wanted, then Save changes. Check for other active free options.
What should happenEligible checkout addresses receive the configured delivery option.
Example & common questions
Zero means free delivery. Do not leave an unintended active zero-price option. Only promise delivery to locations your business actually serves.
City rules let you charge different amounts for selected locations.
Where: Business settings → Add city charge
- Enter a name, fee and estimated delivery time.
- Choose Country, Province / State and City.
- Press Add selected city. Repeat for other cities that share the same fee.
- Set COD availability and enable the option.
- Save changes and test an address in the selected city.
What should happenThe saved rule contains the cities you added and can be used for matching delivery addresses.
Example & common questions
Choosing Karachi in the dropdown alone is not enough: press Add selected city. For a different fee in Lahore, create another rule. If saving fails, check every rule for a name, fee, time and at least one city.
A free-delivery threshold changes the delivery fee, not the product price.
Where: Delivery option → Free delivery on orders of
- Enter a positive threshold, such as 10000.
- Keep the normal delivery fee for smaller orders.
- Save and test both a smaller and a qualifying cart.
What should happenThe delivery fee becomes free when the qualifying product subtotal reaches the threshold.
Example & common questions
The threshold uses product subtotal before discounts. Leave it empty to always charge the fee; do not enter 0 as a free-delivery minimum. A zero delivery fee itself means free delivery.
These are manual payment instructions, not automatic payment collection.
Where: Operations → Payments
- Choose Bank transfer, Mobile wallet or Other.
- Enter the checkout name, account name and account or wallet number.
- Write clear instructions and save the payment method.
- After an order, independently verify the received payment before fulfilling it.
What should happenCustomers see enabled payment instructions at checkout.
Example & common questions
Saving bank details does not charge a customer or confirm a transfer. Never request a customer’s banking password or OTP. Remove obsolete payment instructions promptly.
Current courier setup records manual tracking details.
Where: Operations → Couriers / Integrations
- Save the courier name and optional account reference.
- Arrange the shipment with your courier separately.
- Record the tracking number on the order when fulfilling it.
- Keep order statuses up to date.
What should happenThe order has the tracking information you entered.
Example & common questions
Automatic booking, labels, live courier status sync and the displayed WhatsApp integration are coming soon. Preview integration cards do not send messages or book shipments.
Checkout collects contact, delivery and payment details.
Where: Public store → Product → Cart → Checkout
- Select the product variant and quantity, then add it to the cart.
- Check prices and apply a valid discount if you have one.
- Enter your email, full name, phone and complete address. Choose country, province and city.
- Select an available delivery and payment option. Check the final total.
- Submit once and wait for the order confirmation.
What should happenA successful order has an order reference. Keep it for support.
Example & common questions
If the page is still processing, avoid repeated clicks. If a failure is unclear, check your account or contact the store before retrying. Stock or delivery availability may have changed since the item was added.
Shipping is where the parcel goes. Billing identifies the person or address for the invoice.
Where: Checkout → Billing address
- Keep Same as shipping address for ordinary purchases.
- Choose Use a different billing address if necessary.
- Enter the billing name and full billing address, including location fields.
- Review and submit the order.
What should happenThe order and invoice retain the supplied billing details separately.
Example & common questions
A different billing address does not change the delivery destination. Example: send a gift to a friend but use your own billing details.
Your store account contains your orders and saved information.
Where: Public store → Account icon
- Register or sign in using the store customer login.
- Complete email verification through the email link when requested.
- Open the account dashboard to see orders, wishlist, profile and addresses.
- Use password reset if you cannot sign in; sign out on a shared device.
What should happenYou see the information belonging to your customer account in that store.
Example & common questions
Your owner login and shopper account have different purposes. Google sign-in depends on correct store/platform configuration; if it is unavailable, use the supported email login and report the error to support.
A wishlist remembers products you may want later. It does not reserve stock.
Where: Product heart / Account → Wishlist
- Sign in to your customer account.
- Press the wishlist or heart action for the product.
- Open Wishlist in your account to see saved products.
- Remove an item when no longer needed.
What should happenThe saved item appears in that store’s wishlist.
Example & common questions
If saving fails, sign in again and retry. Products can become unavailable or change price. Adding to a wishlist is not an order.
Saved details make future shopping easier.
Where: Customer dashboard → Profile / Addresses
- Update your name, phone or profile address and save.
- Add an address with recipient name, phone and location details.
- Choose a default address if desired, or edit/remove an old one.
- Check the address again at checkout.
What should happenYour account keeps the saved details for future use.
Example & common questions
Changing a profile or saved address does not rewrite an order already placed. Contact the store directly if an existing order needs a delivery correction.
Order details show items, totals and progress.
Where: Customer dashboard → Orders
- Open the required order.
- Check its status, timeline, delivery information and totals.
- Use Invoice to download the invoice.
- Use Reorder when available, then review the new cart before checkout.
What should happenYou can inspect the old order or start a new purchase from available items.
Example & common questions
Reorder does not guarantee the old price or stock. It creates a shopping cart, not an automatic paid purchase. Keep your order reference when contacting the store.
Order status tells the customer what stage the purchase has reached.
Where: Owner dashboard → Orders
- Open the order and verify customer, items, quantities, payment method and total.
- Confirm an accepted order, then mark it Processing while preparing it.
- Record tracking and mark Shipped after dispatch.
- Mark Delivered after confirmed delivery. For COD, record COD collected only after payment collection.
What should happenThe order progresses through the relevant available statuses.
Example & common questions
Do not use Delivered just to remove an order from a work list: it affects customer review and return eligibility. COD collected is for COD orders, not bank transfers.
Product subtotal, discount, delivery and tax are separate parts of a total.
Where: Order details / Checkout summary
- Check quantity multiplied by unit price for each item.
- Check the discount line and shipping charge.
- Check whether the store uses tax-inclusive or tax-exclusive pricing.
- Compare the final total and payment status before collecting payment.
What should happenThe amount to collect matches the final order total.
Example & common questions
Do not add tax again when it is already included. A payment status and a delivery status are different: a shipped parcel does not automatically mean payment was received.
A manual order records a sale received outside the public checkout.
Where: Operations → Manual order
- Get the customer’s permission and correct contact/delivery details.
- Select the actual product variants and quantities.
- Complete the available payment and delivery fields and review the amount.
- Create the order, then find it in Orders.
What should happenThe manual order is available for fulfilment alongside store orders.
Example & common questions
Do not create a second manual order if the shopper has already completed online checkout. Check existing orders first.
Cancellation is different from returning a delivered parcel.
Where: Customer dashboard → Orders → Order details
- Open the order you want to cancel.
- Use Cancel when the order is still in an eligible pending or confirmed state.
- Confirm the action and check the updated order status.
- If the option is unavailable, contact the store with the order reference.
What should happenAn accepted cancellation is reflected in the order status.
Example & common questions
A shipped or delivered order is not handled through the early cancellation action. Any money already transferred may need separate arrangement with the store.
These are eligible unfinished checkouts, not successful orders.
Where: Operations → Abandoned carts
- The shopper adds items and provides an email during checkout.
- They leave without ordering. The cart must remain inactive beyond the configured cutoff and still be unexpired.
- Refresh the abandoned-cart list and inspect the contact details and items.
- Follow up appropriately, mark contact or dismiss the cart using the available actions.
What should happenEligible unfinished carts appear; completed orders are treated as recovered rather than abandoned.
Example & common questions
A visitor who only browses, has no email, has an empty cart or has just left may not appear. This list does not mean an automatic recovery email or WhatsApp message has been sent.
Reviews are available after an eligible purchase is delivered, not immediately after checkout.
Where: Customer dashboard → Orders → Delivered order
- Sign in with the customer account connected to the purchase.
- Open an order marked Delivered or COD collected.
- Choose the product’s review action, select 1–5 stars and enter a title and review.
- Submit once and wait for the store’s moderation.
What should happenThe submitted review goes to the store for approval before appearing publicly.
Example & common questions
Title: 2–160 characters. Review: 10–3000 characters. A duplicate review is not allowed. If no option appears, check the account, delivery status, whether you already reviewed it and whether the product still exists.
Review moderation controls which submitted reviews are public.
Where: Operations → Reviews & enquiries
- Open the submitted review and read the product, rating and comment.
- Use the available approval/moderation action.
- Refresh the product page, then click the stars and review count below the product title. The popup shows the average, rating breakdown and approved reviews.
What should happenApproved reviews can appear publicly; an unapproved submission is not immediately visible.
Example & common questions
A customer saying “I submitted it” does not mean it is already published. Handle genuine feedback fairly, including criticism, and avoid publishing private customer details.
An enquiry is a question about a product, not an order or return request.
Where: Customer: product page question form. Owner: Operations → Reviews & enquiries
- Customer: open the product and complete the question form’s required details.
- Submit and check the displayed result.
- Owner: open Reviews & enquiries and read the enquiry.
- Answer using the available response action and check its saved state.
What should happenThe enquiry is recorded for the store to answer when submission succeeds.
Example & common questions
Ask about size, material or availability here. For an existing order, include the order reference when contacting the store. A failed submission message means you should not assume the question was received.
A return request asks the store to review a delivered purchase. It is not an instant refund.
Where: Customer dashboard → Orders → Delivered order
- Open the delivered or COD-collected order in the purchasing customer account.
- Read the store’s return policy.
- Enter a clear reason of at least 10 characters and submit the return request.
- Check the saved request status and wait for instructions before sending the parcel back.
What should happenThe request appears on the order and is available for the store to review.
Example & common questions
Only one return request is allowed per order through this flow. If there is already a request, follow its status instead of submitting again. Eligibility in the interface does not override the store’s return policy.
The owner records each stage of the return separately.
Where: Operations → Returns
- Read the reason and order details. Approve or reject with an appropriate note.
- If approved, arrange the return with the customer.
- Mark Received only when the returned goods have arrived and been checked.
- Record the refund stage after handling the actual refund, then close the request as appropriate.
What should happenThe request status is updated for the customer; receiving a return affects stock.
Example & common questions
Marking Refunded records the workflow; it does not automatically transfer money to a bank or wallet. Do not mark goods Received before they arrive. Keep proof of any refund separately.
The owner can review return requests even if an email is delayed.
Where: Notifications bell / Operations → Returns
- Check Operations → Returns for submitted requests.
- Check the notification bell and relevant notification preferences.
- Open the request and respond through the return workflow.
- Customer: reopen the order to read the current request status and note.
What should happenSaved requests remain visible in the returns list and customer order details.
Example & common questions
Email is a separate delivery channel and may arrive later or go to Spam. Do not rely only on email to know whether a request was received.
Customer records help the store serve shoppers and follow up on purchases.
Where: Owner dashboard → Customers
- Open the customer list and locate the customer using available search controls.
- Open their details and inspect the information they supplied.
- Use order details for the delivery and billing details of a specific purchase.
- Handle contact information only for appropriate store work.
What should happenYou can distinguish profile information from details saved with a particular order.
Example & common questions
A blank email or phone means it may not have been supplied in that record. Do not invent missing information or share customer lists publicly.
Summaries help you understand activity, but each report has its own scope.
Where: Dashboard / Analytics
- Choose the available period or filters.
- Read the metric name before comparing values.
- Use Orders for individual purchases and payment/status details.
- Refresh after recent activity if the summary has not updated yet.
What should happenReports show activity for the chosen scope and period.
Example & common questions
Orders, paid amounts, visitors and abandoned carts are different measurements. Do not assume every order total represents money already collected.
Team members should use their own accounts, not the owner password.
Where: Operations → Team
- Enter the staff member’s name, email and a secure temporary password.
- Choose the role and only the permissions they need.
- Add the member and share login details privately.
- Disable access when the person no longer needs it.
What should happenThe member has the assigned access; disabling prevents continued authorised access.
Example & common questions
A support person may not need products or settings access. Never put passwords in screenshots, public guides or bug reports.
Your SellGrow subscription is separate from the payments your shoppers make.
Where: Operations → Billing
- Check the current plan, status and catalogue allowance.
- Read the available upgrade instructions.
- Submit a request using the displayed flow if an upgrade is needed.
- Check the resulting status rather than assuming a request is already approved.
What should happenYou can see the plan and progress of a submitted billing request.
Example & common questions
A requested upgrade is not necessarily an active upgrade. Store customer payment methods do not pay your SellGrow subscription automatically.
Notifications tell you about events; Activity helps you review recorded changes.
Where: Notifications / Business settings / Operations → Activity
- Open the bell to review events and mark read using the available controls.
- Review notification and customer order-email preferences.
- Enable the order confirmation/status emails you want customers to receive.
- Use Activity to inspect recorded store changes.
What should happenEnabled notifications and recorded activity help track store work.
Example & common questions
A read notification does not change the order. Email delivery can be delayed or filtered. Activity is not a replacement for opening the actual order or return.
Test the customer and owner sides together with agreed test data.
Where: Public store and owner dashboard
- Check logo, favicon, menus, images and text on desktop and phone.
- Test product variants, stock, quantity steps, wishlist and product questions.
- Test a valid/invalid discount, minimum shopping amount, city delivery, free-delivery threshold, COD and manual-payment instructions.
- With permission, submit a test order and verify totals, billing details, owner order list and customer invoice.
- Progress the agreed test order through delivery; test review submission/approval and return request/status/notification.
- Check profile, saved addresses, reorder and cancellation using orders eligible for those actions.
What should happenEach journey is checked at the point where its requirements are satisfied.
Example & common questions
Use test accounts and agreed orders. Do not alter a real customer order for testing. Test one change at a time; record the expected and actual result.
A useful report tells support exactly what happened.
Where: Help & Support in the dashboard, or SellGrow support
- Write the store link and the page or section name.
- List the exact steps, expected result and actual result.
- Include the order reference or product name if relevant, plus the time and device/browser.
- Attach a screenshot with private details hidden. Include the visible error text.
What should happenSupport has enough context to reproduce and investigate the issue.
Example & common questions
Never include passwords, OTPs, verification links, banking secrets or full customer data. If a save failed, do not assume the setting changed. A preview is private; check the published store separately.
