Answers to the questions we hear most.

With Google, Facebook or email — we send a code to your email that is valid for 30 minutes. There is no password. Then the dashboard asks only for your store name and storefront address; everything else can be set up later.

Yes. Connect Google or Facebook or add a passkey (fingerprint, Face ID, device PIN) under Settings → Sign-in & security. The email code stays as the backup route. More in the Help center, “Sign-up, sign-in and security”.

No: the address is set once when the store is created, because it is already in the links your buyers have received. Choose it carefully. If you need a different address, the Pro plan lets you connect your own domain.

No. Your store already has a storefront at poleso.com/your-store, with a catalogue, cart and payments. On the Pro plan you can move it to your own domain, such as www.my-shop.com.

Ukrainian and English. Switch the dashboard language in the side panel (in the header on a phone); buyers choose the language on the storefront themselves.

There's no separate app in the stores — the dashboard goes on your home screen from the browser. Android: the “Install” button in the bar at the bottom of the dashboard. iPhone: in Safari, Share → “Add to Home Screen”, then open Poleso from the icon and sign in again.

Settings → Notifications → “Turn on” on each device separately, then “Send a test”. “What to notify about” is there too. On iPhone, notifications work only in Poleso installed on the Home Screen.

Open the phone settings → Apps → Poleso and turn off “Pause app activity if unused”. While it's on, Android stops the app's notifications.

Settings → Store and delivery → Danger zone → “Delete the store permanently”. It's irreversible: products, orders, conversations and contacts are destroyed. If you only want to stop paying, switch to FREE — the store stays.

Instagram, WhatsApp and Telegram (through your store's own bot) — all conversations arrive in one place — Messages. Connect them in Settings → Integrations. You can connect several Instagram accounts; how many depends on your plan.

Connecting Facebook Messenger isn't available right now. Pages connected earlier keep working.

The buyer wrote last and more than 15 minutes have passed without your reply. The mark disappears as soon as you reply. If no reply is needed (the buyer wrote “thanks”), tap “Done” in the conversation.

Instagram and WhatsApp let a business write within 24 hours of the buyer's last message. After that the field shows “The 24-hour window is closed” — you can reply once the buyer writes again. This is Meta's rule.

Quick replies (from the Plus plan): save payment details or delivery terms under a one-word shortcut and insert them by typing it in the field. You can save one straight from a message you sent — “Save as quick reply”.

Use “Attach channel” in the conversation. After that it's one person with one purchase history: orders and address are visible from any of their channels.

A conversation first shows the latest 50 messages. Older ones load with “Show older” at the top of the thread.

Check Settings → Integrations for “(token invalid)” next to the account — if so, click “Re-authorize”. The Instagram account must be professional (business or creator). Messages written before connecting are not carried over.

Comments left after connecting Instagram arrive in the dashboard; older ones are not carried over. Comments deleted on Instagram disappear from the dashboard too.

Instagram allows only one private reply per comment and only within 7 days. If it's already been sent (by you or an auto-reply) or a week has passed, the button is replaced with “Direct closed”. You can continue once the buyer writes themselves.

In the post's thread, tap “To Direct” — “Products in this post” appear above the field. Pick products and tap “Send cart”: the link goes to the author in Direct together with the text from the field. Products imported from the post are linked to it automatically; others — “Link a product”.

The comment disappears from under the post on Instagram for everyone except its author and you, and moves to the Hidden tab. You can unhide it from there.

Yes, from the Pro plan: Settings → Automations → Auto-replies to comments. A rule sets keywords (“price”, “+”, “want”), posts, the method (public, in Direct or both) and the text. Safeguards: up to 60 replies per hour and no more than once every 10 minutes to the same person.

The first question of the new product form is “Single product” or “With variants”; you can change it until you save. Variants are filled in on the same page: attributes (“Size: S, M, L”) and a table where each combination has its own price, stock and photo. A saved simple product can be made variable too — with “Add variants” on its card. Not the other way round.

On FREE — up to 50 products, on Plus and Pro — unlimited. Archived products don't count towards the limit: archiving frees up room.

The product has no price — most often after an Instagram import when the caption had no price. Such products are collected in the “No price” tab on the Products page: enter prices and click “Save and publish”.

Stock isn't tracked — the product is always available. Handy for made-to-order items. To track stock, enter a quantity.

The “Stock” tab on the Products page — a table of all sizes of all variable products, with “All 0” and “All ∞” buttons. A single product's stock is changed right in the list — tap the “Stock” badge.

Most likely a material is linked to the product, so the quantity is counted from your materials stock. Restock the material under Materials and the product becomes available.

Materials are for products made from blanks — for example, printing on T-shirts. Then stock is calculated from the blanks: a size sells — the blank goes down, and you restock one material instead of every product. From the Plus plan; you don't have to use them at all.

Use the import button on the Products page. The dashboard takes the posts of your connected account and creates products from photos and captions — including sizes if they are in the description. Check prices and stock after importing.

In the product's menu in the list — “Mark as out of stock”. The product stays on the storefront but can't be bought, and its stock doesn't change. To undo — “Mark as in stock”.

Archiving takes the product off the storefront but keeps it and its history — you can restore it any time, and it doesn't count towards the plan limit. Deletion is for good; a product in an unfinished order can't be deleted, only archived.

Settings → Store and delivery → Product order in the catalog: newest, most popular or manual. To arrange by hand — Products → Reorder, by dragging.

When a product is out of stock, a buyer can subscribe in Telegram — and the bot will message them as soon as it's back. You see how many people are waiting for each product. Available from the Plus plan.

Right in the conversation: pick the products, and the link goes to the buyer in the same chat. The buyer enters their name, phone and branch and pays. One link — one cart — one order; it works for seven days.

In a cart from a link — 20 minutes: other buyers can't buy it during that time. A placed but unpaid order holds the product for an hour.

Don't send a new link: open the cart in “Recent links” (the clock icon in “New cart”), add the item and click “Update link”. The buyer refreshes the page at the same link and sees the new contents.

“Recent links” → “•••” → “New cart with these items”. Don't forward the same link: one link is one cart and one order.

In “New cart” — “＋ Own item”: a name, price and photo. The item exists only for this cart unless you tick “Add to the permanent catalog”.

Place the order for them: in the conversation, “+” → “Place an order”. Four steps — items, delivery, payment, summary — and a confirmation can go to the buyer's chat.

On the order page — it opens from the same link as the cart or payment. It shows the stage (payment, preparing, shipped, at the branch), the waybill number with tracking and a “Pay for the order” button if it's still unpaid.

New orders nobody has touched yet. It goes down when you open an order or change its payment or status.

Cancel: the product returns to stock, and the order stays under Unsuccessful with its reason. Deleting erases the order for good — use it only for orders created by mistake.

Use the search above the list: it searches every tab, including cancelled and completed ones — by number, name, phone, city or product name.

Decide what to do — resend, agree with the buyer or refund — and press “Handled”. The order moves to Unsuccessful. Changed your mind — “Back to work”.

Paste the API key from your Nova Poshta account into Settings → Integrations. Waybills are created in your name.

There are three reasons: the order is cancelled, it has no items, or it is unpaid while its payment method requires paying upfront. The dashboard names the exact one. If the money came another way, mark the payment manually on the order page. If the buyer asks to ship cash on delivery, use “Create waybill manually” with the COD amount.

In the order list — “Select”, mark the orders and click “Create waybill”. You can add them to a new or the current registry right away. Waybills, printing and registries in bulk are from the Pro plan.

“Print waybills”: a full A4 waybill, labels (6 per A4 sheet) or a 100×100 thermal label. Printing opens in a new tab — if the browser blocked it, allow pop-ups for the site.

From the Plus plan, parcel statuses update by themselves every hour, and “Sync waybill statuses” does the same right away: in transit, at the branch, picked up or refused. You get a notification about paid storage and returns.

On the order page: “•••” → “Delete waybill”. If the carrier refuses (the parcel has already been accepted), the dashboard shows the reason and offers to unlink the waybill only in Poleso — the parcel will still travel.

Yes. Settings → Integrations → Meest Express: the login, password and contract number from Meest's “API access” email. Buyers will pick a Meest branch in the cart, and waybills are created with the same button as for Nova Poshta.

Yes. “Settings → Integrations → Ukrposhta”: the two bearers and the user token from the appendix to your Ukrposhta contract, the sender and the dispatch post office postcode. Buyers find the post office in the cart by postcode or by city, and waybills are created with the same button as for Nova Poshta. Without a contract, make the waybill at the post office and enter the number: the arrow next to “Create waybill” → “Add waybill”.

Tap the “Delivery: unpaid” badge on the order, enter the amount (empty — as in the waybill) and “Send the invoice to the buyer in chat” or copy the link. After payment, delivery is marked paid automatically.

Cash on delivery, full or partial prepayment, or by card online. Methods are turned on under Settings → Store and delivery → Payment methods, and online payment by connecting Monobank under Settings → Payments. Prepayment also goes through Monobank, so without it only turn on cash on delivery.

Get an integration token in your Monobank business account (internet acquiring) and paste it under Settings → Payments → “Enable payments via Monobank”. Buyers then see “Pay by card online”, and money goes straight to your account.

Tap the payment badge on the order card or order page → “Paid in full” or “Partly paid”, and choose how the buyer paid. The items are taken off stock, and the change goes into the payment history.

On the order page: “•••” → “Payment link”. If the invoice is still valid, the dashboard gives the same link, otherwise it creates a new one; “Send payment link” sends it straight to the conversation.

Yes, from the Plus plan: Settings → Automations → Reminders about unpaid orders. One reminder per order — at 9:00, 16:00 or 20:30, in the chat the order came from. If the item is already gone, no reminder is sent and you get a notification instead.

From the Pro plan: Settings → Payments → Who pays upfront. Buyers who left a parcel unclaimed in the last 12 months, and new buyers above an amount you set, won't be offered cash on delivery — only prepayment. Online payment must be connected.

The dashboard marks it unpaid and puts it back to work by itself, and your store's Telegram bot gets a notification. Items aren't returned to stock — if the parcel won't go out, cancel the order yourself.

Yes: besides Monobank you can connect LiqPay (PrivatBank) or WayForPay under “Settings → Payments”. Money goes straight to your account; one bank is on at a time.

No. You pay only for your plan. The card payment fee is charged by the bank on its own terms.

Settings → Storefront navigation: a button can open a category, a tag collection or an external link. You set the label and colour, and the order by dragging.

Settings → Documents: public offer, privacy policy, shipping and payment terms, return policy and business details — in Ukrainian and English. An empty field can be filled with a template that you then complete with your details. Links to the documents are in the storefront footer.

Yes, nothing to turn on: the platform gives search engines your store's pages and visible products with price and availability. Archived products, the cart and order pages won't appear in search.

From the Pro plan: Settings → Store and delivery → Custom domain. You need a subdomain (www.my-shop.com) and a CNAME record pointing to shops.poleso.com at your registrar. After the check, the old address redirects to your domain.

Settings → Team → Invite a member: an email and a role. The invitation is valid for 7 days and can only be accepted from the same address. Teams are from the Plus plan (up to 3 members), unlimited on Pro.

Messages, comments, orders, products and carts. A manager doesn't see store settings, connections, the plan, the team or analytics — those stay with the owner.

Most often they're signed in with a different email — it must be the one the invitation was sent to. Or they already have their own store in Poleso: one account — one store, so they need another email for the team.

FREE is for getting started: conversations, storefront, card payments and waybills. Plus adds quick replies, materials and packaging, parcel statuses, payment reminders, waybill and payment confirmation in the buyer's chat, “Notify me when it's back” and a team. Pro has no limits, plus auto-replies, bulk waybills, analytics, prepayment for risky buyers and your own domain. Prices are on the Pricing page.

In Settings → Plan. The upgrade takes effect immediately; if your period is already paid, you only pay the difference for the remaining days.

Nothing is deleted or hidden: products over the limit keep selling and your setup keeps working. You just can't add new things beyond the plan's limits. The change takes effect at the end of the paid period.

Yes — switch to FREE in Settings → Plan. The paid period runs to its end, it isn't refunded, and your store and data stay.

Yes: a year costs the same as ten months. The “Monthly / Yearly” switch is on the Settings → Plan page.

A friend who signs up through your link gets −50% on the first month of Plus or Pro. You get a month of your plan free when the friend pays for their second month (on FREE — a month of Plus). The link is on the plan page.