Frequently Asked Questions
Answers to common questions about PalySales — getting started, AI, payments, orders, and more.
Quick answers to the most common questions from PalySales merchants.
Getting Started
How do I create a store?
Go to app.palysales.com/register and sign up with email or Google. After verifying your email, the store creation wizard guides you through naming your store, setting your country/currency, and choosing a plan. The whole process takes about 3 minutes. See the full walkthrough in Getting Started.
Is there a free trial?
Yes. Every new account gets a 7-day free trial on whichever plan you choose. Your payment details are collected upfront, but you won't be charged until the trial ends. Cancel anytime during the trial and you pay nothing.
What payment methods are supported for customers?
PalySales supports multiple providers depending on your region:
| Provider | Regions | Methods |
|---|---|---|
| Stripe | US, Canada, UK, EU, and 40+ countries | Cards, Apple Pay, Google Pay |
| Paystack | Nigeria, Ghana, South Africa, Kenya | Cards, bank transfers, USSD |
| Flutterwave | Africa-wide | Cards, mobile money, bank transfers |
| Interac e-Transfer | Canada | Direct bank transfers |
Set up your preferred provider in Settings → Payments. See the Billing & Plans page for detailed setup instructions.
Can I change my plan later?
Yes. Go to Settings → Billing in your dashboard and click Change Plan. Upgrades take effect immediately. When you downgrade, the new plan starts at your next billing cycle.
AI Assistant
How do I train the AI?
The AI learns from three sources:
- Your product catalog — add detailed titles, descriptions, and search terms to each product
- Knowledge base — go to AI Brain in the sidebar, then upload documents, import URLs, or write content directly
- Store policies — go to Settings → Policies and publish your shipping, returns, privacy, and terms policies
The more information you add, the better the AI handles customer questions. See the full guide at AI Assistant.
What if the AI can't answer a question?
The AI will politely offer to connect the customer with a human team member. This is called a handoff. You'll see these conversations in your Inbox with a "Waiting" status badge. Click into the conversation to take over and respond manually.
You can also configure specific handoff keywords (like "speak to a person" or "manager") in AI Brain → Personality Settings to trigger this automatically.
Can I control the AI's tone?
Yes. Go to AI Brain and choose from three personality presets:
- Professional — polite, concise, and business-focused
- Friendly — warm, conversational, and approachable
- Playful — casual tone with emojis and enthusiasm
You can also set the AI's primary language and greeting message. See AI Personality for all options.
How does AI product search work?
PalySales uses semantic search — meaning the AI understands the intent behind customer questions, not just exact keywords. When a customer asks "do you have something warm for winter?", the AI finds jackets and sweaters even if those words aren't in the product descriptions.
This is powered by vector embeddings generated automatically when you save products. Learn more at Semantic Search.
Channels
How do I connect WhatsApp?
In your dashboard, go to Settings → Channels and click the WhatsApp card. You'll need a Meta Business Account and a WhatsApp Business API app. The setup wizard walks you through all 6 steps in about 10 minutes.
Full step-by-step guide: WhatsApp Integration
How do I connect Instagram?
Go to Settings → Channels and click the Instagram card. You'll need an Instagram Professional or Creator account connected to a Facebook Page. Instagram integration requires the Business plan or higher.
Full step-by-step guide: Instagram Integration
Can I use multiple channels at the same time?
Yes. All connected channels share the same AI assistant, product catalog, and conversation inbox. A customer can message you on WhatsApp and another on Instagram — both get the same quality experience, and you manage everything from one dashboard.
Orders & Payments
How do I get notified of new orders?
You'll receive notifications in three ways:
- Dashboard — a badge appears on the Orders icon in the sidebar
- Email — automatic email notification sent to your store email
- Push notifications — if you've enabled them in Settings → Notifications
How do refunds work?
- Go to Orders in the sidebar
- Find the order and click to open it
- Click the Refund button
- Enter the refund amount (full or partial)
- Confirm — the amount returns to the customer's original payment method
Refund processing time depends on the payment provider (usually 5-10 business days for cards).
What checkout methods are available?
PalySales supports multiple checkout flows:
- Online payment — customers pay directly with card, bank transfer, or mobile money
- WhatsApp checkout — order details are sent to your WhatsApp for manual processing
- Cash on delivery (COD) — customers pay when they receive the order
Configure available checkout methods in Settings → Storefront → Checkout.
Storefront
How do I customize my online store?
Go to Settings → Storefront in the sidebar. You can:
- Toggle the storefront on/off
- Choose a design template
- Customize colors, fonts, and branding
- Set up an announcement bar
- Configure social media links
Your storefront URL is {your-store-slug}.palysales.com. See the full guide at Storefront.
Can customers browse without WhatsApp?
Yes. Your storefront is a full online store accessible via any web browser. Customers can browse products, add items to cart, and checkout — no WhatsApp required. The storefront works alongside your messaging channels.
Account & Billing
How do I cancel my subscription?
Go to Settings → Billing and click Cancel Plan. During a trial, cancellation is immediate and free. For paid subscriptions, your store remains active until the end of your current billing period.
Your store data is preserved for 30 days after cancellation. You can reactivate anytime during this period.
What happens if I exceed my plan limits?
You'll receive an email warning when you reach 80% of your plan's limits (conversations, products, or orders). If you exceed the limit, the affected feature is paused until you upgrade or the limit resets on the 1st of the next month.
See Billing & Plans for a full comparison of all plan limits.
Can I export my data?
Yes. Go to Settings and look for the Export option. You can export your products, orders, and customer data in CSV format.
Still have questions? Contact our support team at hello@palysales.com or submit a ticket from your dashboard under Help Center → Contact.