Frequently Asked Questions

From your Salla dashboard: Installed Apps → Browse Salla App Store → search "Powix" → Install → approve the permissions. The whole setup takes under 5 minutes. No code, no technical knowledge needed.

In your Salla admin: Settings → General. It's a numeric ID (e.g. 123456789). You only need it if you access the Powix dashboard directly at app.powix.io.

Access to the Salla App Store requires a paid Salla plan (Salla Plus or Special). This is a Salla platform requirement, not a Powix one. If you're on Salla Basic, upgrade your Salla plan first.

Only what the product needs: read carts (to detect abandonment), read orders (to know when a customer paid — so we stop messaging them), read customers and products (to personalize messages), read settings (store name/currency). We request no write access to your store, and fewer permissions than comparable apps.

First, double-check your store ID (Settings → General in Salla — the numeric ID, no spaces). If it looks right and the app still isn't connected, uninstall and reinstall to refresh the authorization, then try again. Still stuck? Email support@powix.io with your store ID and we'll sort it out.

Zid integration is on our roadmap. Today the app is live for Salla merchants. Leave your email via powix.io and we'll notify you at Zid launch.

The #1 cause: the customer wasn't logged in. Salla only emits abandoned-cart events for carts belonging to an identified (logged-in) customer with contact details — guest visitors can't be contacted, so no event is created. This is platform behavior, identical for every recovery app. The second cause is detection timing, covered in the next question.

Detection is controlled by Salla, not by Powix: the platform waits for a period of inactivity before declaring a cart abandoned — typically several hours, sometimes longer. Powix schedules its sequence from the moment Salla notifies us. It is not instantaneous by design, on any app.

Check the timing: the first email goes out ~2 hours after we receive the abandonment event, the final one ~3 days later. If the scheduled time has clearly passed and the message still shows "pending", contact support@powix.io with the cart reference — we'll trace it in our delivery logs.

Ask them to check the Promotions tab (Gmail) and spam folder — marketing emails commonly land there; this is normal inbox behavior, not a delivery failure. Our emails are sent from a verified powix.io domain to maximize deliverability. If the address was mistyped by the customer at checkout, no app can fix that.

No — this is one of our core commitments. The moment Salla tells us an order is completed, every pending message for that cart is cancelled automatically. Your customers are never nagged about something they already bought.

Yes — every email contains a one-click unsubscribe link. Once used, that address is excluded from all future sequences for your store. This protects your sender reputation and complies with anti-spam rules.

Yes, for COD order confirmation — that channel is live today on the official WhatsApp Business API, in Arabic. WhatsApp cart recovery is not live yet: abandoned-cart sequences go out by email for now, and the WhatsApp version is coming soon, included in every plan at no extra cost when it ships.

Yes — exclusively the official WhatsApp Business API via a Meta-authorized provider. No gray-channel tools, no unofficial bridges. That's the only sustainable way to message at scale without risking bans.

Messages are sent from Powix's own verified business number through the official API — not from your personal or store number, so your number carries no risk. Bans on the official channel come from policy violations (spamming non-opted-in users, rejected content), which our system is designed to prevent.

Any business-initiated WhatsApp message must use a template pre-approved by Meta. Powix manages template creation and approval for you — you don't need to touch Meta Business Manager. Our COD confirmation templates are already approved and in production. Template review by Meta typically takes hours to a few days.

Meta charges per conversation (rates vary by country; Saudi Arabia has its own rate card). COD confirmation messages are covered by your plan quota — no hidden per-message markup, and costs are visible in your dashboard. Quotas and pricing for WhatsApp cart recovery will be published when that channel launches.

Yes — WhatsApp policy requires customer consent. A customer who provided their number during checkout in a context that covers order-related communication satisfies this; we also honor every opt-out instantly. This protects both compliance and your brand.

No — 7 days, full features of your chosen plan, no card, no setup fee. The trial runs from your first install of the app; reinstalling it later does not restart the trial. If you don't subscribe, the app simply stops sending — nothing is charged.

Uninstall the app from your Salla dashboard (Installed Apps → Powix → uninstall). Two things happen, on two levels: Powix itself stops immediately — pending messages are cancelled and our access to your store is revoked the same minute. Your Salla subscription follows Salla's own rules: cancelling stops the next renewal, you keep access until the end of the period you already paid for, and amounts already paid are not refunded.

Our access tokens are deleted immediately and pending messages are cancelled. Historical records (past carts, sent messages) are retained per our privacy policy so your stats survive a reinstall; you can request full deletion anytime at support@powix.io. Note: any refund of amounts already paid follows Salla's billing rules, not Powix — see "Billing & subscription via Salla" below.

Yes, upgrades apply immediately. If you hit your monthly message quota, we notify you before anything is dropped — we never silently stop protecting your carts.

Because our merchants think in SAR. Pricing, quotas and — uniquely — your recovered revenue ROI are all displayed in SAR, so you always know exactly what Powix earns you versus what it costs.

Your Powix subscription is processed through the Salla App Store, like every app installed from it. Charges appear through your Salla account, not as a separate Powix invoice. Powix never stores your card details.

No — Salla counts the trial from the first install only. A second install resumes as a paid subscription.

That's Salla's standard behavior: cancellation stops the next renewal, and you keep full access until the end of the period you already paid for. Nothing more will be charged.

Salla's official rule: deleting a paid app within 7 days of the first install → refund by Salla. After 7 days, or on a second install → no refund. Powix cannot override Salla's billing rules; for any billing dispute, contact support@powix.io and we'll help you route it.

Uninstalling removes Powix from your store immediately: our access is revoked and pending messages are cancelled the same minute. Cancelling the subscription (without uninstalling) keeps the app working until the end of the paid period, then it stops renewing.

Uninstalling a Salla app stops its subscription renewal. To be certain, verify the subscription status in your Salla dashboard (My Apps) — and if anything looks wrong, support@powix.io.

The launch sequences use professionally written Arabic copy, automatically personalized (customer name, product, price, photo). Custom text editing is on the near-term roadmap — email support@powix.io and we'll adjust the copy with you in the meantime.

The default sequence (first reminder ~2h, final reminder ~3 days) follows industry best practice for recovery rates. Timing customization is on the roadmap; write to support@powix.io if your store needs a different rhythm.

Arabic by default — written natively, not machine-translated. English variants are available for stores serving non-Arabic customers.

Discount support is on the roadmap. A best practice we stand by: leading with a reminder (not a discount) protects your margins and avoids training customers to abandon carts on purpose. When discounts ship, they will always reflect real price reductions — Powix will never support fake markdowns or manipulated reference prices.

Never. Powix does not fabricate scarcity or urgency. If a claim isn't true for your store, we won't send it — honest messaging converts durably and protects your brand.

When a customer completes the order after receiving a recovery message for that specific cart, the sale is attributed to the sequence and its value (in SAR) is added to your recovered-revenue dashboard. You see: carts detected, messages sent, carts recovered, and total SAR recovered.

Industry benchmarks for email sequences are typically in the 5–15% range of contactable abandoned carts, varying with store type, cart value and season. Beware of apps promising fixed high percentages — real results depend on your store. Your dashboard shows your actual number, in SAR.

Because only carts from logged-in customers with a valid contact are actionable. The gap between total and contactable carts is a platform-level reality for every recovery app — reducing it means encouraging customer accounts at checkout.

Only what recovery requires: cart contents, customer name/email/phone, order status, product details. We never sell data, never use it for anything other than your store's recovery, and our full policy is at powix.io/ar/privacy and powix.io/en/privacy.

On enterprise-grade cloud infrastructure with encryption in transit and at rest, access controls, and audit logging. Sensitive credentials are never stored in plain text.

Email support@powix.io from your store's registered email. Deletion covers your store's cart and messaging records per the privacy policy.

Salla platform issues go to Salla support: live chat from your dashboard (paid plans) or support@salla.sa, and formal complaints at complaint.salla.sa. Powix support covers everything about the Powix app itself.

support@powix.io — a human reads every message. Pro adds priority support with a dedicated contact.