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You’ll find here the answers to the most common questions from Sendocki merchants. If your question isn’t listed, contact us at [email protected] or via WhatsApp.
Tip: use the search bar at the top of the help center (⌘K or Ctrl+K) to quickly find a question by keywords.

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🏁 Getting started with Sendocki

The account is created in less than 2 minutes. For an operational store (account + team + connected store + carrier + WhatsApp), expect about 1 to 2 hours for the first time.See Welcome to Sendocki for the full 7-step journey.
Yes — Sendocki offers a free plan to get started, with reasonable limits (1 store, 2 team members). You can upgrade to a paid plan anytime as your business grows.
No — the interface is designed to be used without training. For advanced features (Call Center, Commissions, Custom Pipeline), allow 10-15 minutes per feature to master it.Our support team helps you during onboarding at no extra cost.
Yes for customers via Import customers in bulk (CSV/Excel).For existing orders, contact support: we offer assisted manual imports when migrating from another tool.

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💳 Account & Billing

From Account Settings → Billing tab → “Change plan” button. The change takes effect immediately and billing is prorated.
Settings → Billing → History. Each invoice is downloadable in PDF format, compliant with Moroccan accounting requirements.
Credit card (Visa / Mastercard), bank transfer for annual subscriptions. For specific needs (local cash payment, custom invoices), contact our sales team.
You receive an email with a link to retry. You generally have a grace period (a few days) before suspension. During this period, Sendocki works normally.If problem persists, contact [email protected].
Yes, with no commitment. The cancellation takes effect at the end of the current period (you keep access until the last paid day). Your data remains accessible for 30 days for download before final deletion.

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🔐 Security & Privacy

Yes. Sendocki uses:
  • Encrypted HTTPS for all exchanges
  • Hashed passwords (never stored in clear)
  • Regular backups
  • Hosting at certified providers (Azure)
Yes. Sendocki acts as a data processor for your customer data treatments. The processing register and compliance documentation are available on request for your own CNDP audit.
Not yet. Sendocki plans to add 2FA in a future release. Meanwhile, choose a strong unique password, and enable 2FA on your Google account if you log in via Google.
Only authorized members of our technical team for operational reasons (maintenance, support, debug at your request). No commercial access to your customer data.
You can request the complete deletion of your account and all your data at any time. Procedure: email to [email protected] from the Owner account email. Effective deletion within 7 days after confirmation.Important: this operation is irreversible.
In compliance with GDPR and app store obligations, Sendocki automatically deletes your store data within 48h after uninstallation (unless you reinstall within this period).

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🌐 Compatibility & Performance

All modern browsers: Chrome, Edge, Safari, Firefox (recent versions). Recommendation: Chrome or Edge for the best experience (especially for installing Sendocki as an app — see Install Sendocki).
Yes — the app is usable on smartphone and tablet. You can even install it on your phone like a real app (Android Chrome, iOS Safari 16.4+). See Install Sendocki on desktop or mobile.⚠️ The interface is mainly optimized for desktop (large screen, keyboard input). Mobile remains functional but less comfortable for intensive use.
Yes — Sendocki is designed to absorb thousands of orders per day without slowing down. For stores with 50,000+ orders/day, contact our team for a dedicated Enterprise plan.
No strict limit on order or customer volume. Limits only concern the number of connected stores and team members depending on your plan.
  1. Check your internet connection (Sendocki is a web app, depends on network)
  2. Close unnecessary tabs in your browser
  3. Clear browser cache (Ctrl+Shift+R or Cmd+Shift+R)
  4. Try another browser to isolate the problem
If persistent, report to [email protected] with your browser and what’s slow.

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🔌 Integrations (Stores, Carriers, WhatsApp)

Sendocki develops its connectors based on merchant demand. To prioritize your platform:
  1. Write to [email protected] with your platform name and monthly volume
  2. If demand is strong, your platform is prioritized
  3. Meanwhile, you can use other Sendocki features (WhatsApp, team, etc.)
See also Connect your store.
Yes — you can:
  • Manage shipments manually (enter tracking by hand in Sendocki)
  • Continue using your carrier’s portal in parallel
  • Request integration at [email protected]
The number of stores you can connect depends on your Sendocki plan. The Google Sheets connector stays available to everyone and doesn’t count toward that limit. See Connect your store.
Yes — Sendocki requires WhatsApp Business API. Depending on what Meta shows during onboarding, you may:
  • connect a new number or a number not already active in the app;
  • or connect a number already used in the WhatsApp Business app if Meta offers the dedicated existing-account flow.
Everything is handled in the integrated onboarding process, see Connect WhatsApp.You’ll need:
  • A dedicated phone number, or an existing WhatsApp Business app number if Meta offers that path
  • A Facebook Business Manager account
WhatsApp messages are billed by Meta, directly on your Meta account — not by Sendocki. Sendocki takes no commission on them and does not display these amounts.From October 1, 2026, Meta charges for every message you send:
  • message templates (confirmation, follow-up, tracking, marketing…), as today;
  • free-form replies sent within 24 hours of a customer’s message — whether they come from a team member or from an automated assistant;
  • utility templates sent within those 24 hours, which used to be free.
Still free: messages you receive from customers, and the 72-hour exchange that follows a click on a “Click to WhatsApp” ad.Rates depend on the customer’s country and the message type: see Meta’s official pricing.
Add a payment method to your Meta account (Meta Business Suite → Billing) now, and in any case before October 1, 2026. Without one, Meta may block your outgoing messages — including your order confirmations.
Currently, Sendocki works in read-only mode from your store (receiving new orders). Changes made in Sendocki are not pushed back to the original platform.You manage operations in Sendocki, your store remains the source of customer data.

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👥 Team & Management

Depending on your Sendocki plan. Find the details of your plan in Billing.
See Users. Action from their profile → choose new role → save. Effect immediate on next login.
  1. Disable their account immediately (cut access)
  2. Reassign their current orders to another agent
  3. Check no commission is due to them (Commissions page)
  4. Delete permanently after a few months if no reintegration planned
See Users for more details.
Not by default — financial KPIs (revenue, margin, AOV) are hidden for Confirmation Agent, Delivery Agent, and Viewer roles. Only Owner and Manager see everything.You can create a Custom role with the exact permissions you want.
Sendocki calculates commissions automatically but doesn’t make transfers for you. You track commissions due via the Commissions page, then pay your agents with your usual system (bank transfer, cash, etc.) and mark as “Paid” in Sendocki.

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📊 Orders & Pipeline

Indefinitely, in compliance with your legal accounting retention obligations (generally 10 years in Morocco).You can export your history anytime.
3 methods depending on what you know:
  • By order number: search bar at top of Orders page
  • By customer name/phone: search in Customers page, then open customer profile → order history
  • By filters: in Table view, filter by city, date, status, carrier
See Table view and Customer list.
From Kanban or Table view: open the order, modify its pipeline stage. Allowed transitions are defined by your pipeline (see Create your pipeline).
Yes — you can adjust your pipeline anytime. Existing orders stay at their current stage. If you delete a stage where orders are active, they’re automatically moved to the closest stage.⚠️ Modifying the system state associated with a stage can distort historical statistics.
Sendocki helps you detect automatically:
  • COD risk customers via Customer segmentation
  • Duplicates during customer import (detection by phone and email)
To block a problematic customer, see Customer profile → Block button.

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🇲🇦 Morocco Specifics

Yes — Sendocki is designed specifically for Moroccan merchants:
  • Native COD: first-class cash-on-delivery handling (not a simple add-on)
  • WhatsApp first: recognition of #1 customer channel in Morocco
  • Dedicated call center roles (Confirmation Agent)
  • Local carriers integrated (Sendit, more to come)
  • Law 09-08 / CNDP compliance built-in
  • French interface by default
Yes — Sendocki is now available in French, English, and Arabic. You can switch language anytime from the help center top bar.
Yes — no geographic limit. You can have orders in all Moroccan cities (and beyond), teams by region, different carriers by zone.See Teams for the typical multi-region structure.
Sendocki tracks each returned package until its physical reintegration into your stock. See Returns for the full workflow: package tracking, days in transit, stock reception confirmation.
Yes — our entire support team is French-speaking. Arabic is available for WhatsApp conversations with our support.

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📞 Support & Help

Several channels depending on urgency:
  • Email: [email protected] — response within 24h on business days
  • WhatsApp: number provided during onboarding — response within a few hours during day
  • In-app chat: icon at bottom right of Sendocki (coming soon)
For Pro and Plus, priority support.
No — support is included in all plans, including Free. No hidden fees.Our team also helps you with initial onboarding at no additional cost.
Email to [email protected] with:
  • Precise bug description
  • Steps to reproduce
  • Screenshot if possible
  • Your browser and system (Chrome / Windows 11 for example)
  • Order / customer number concerned if relevant
More precise = faster to fix.
Your feedback is valuable! Send your idea to [email protected] with subject “Suggestion”. All ideas are studied by our product team, most requested are prioritized in the roadmap.
A WhatsApp and Discord community of Sendocki users is being created. To be notified at launch, ask [email protected].

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Can’t find your answer?

Contact our support

Email: [email protected] — response within 24h on business days (often faster)

Browse other guides

Our help center contains detailed guides on each feature. Start with the introduction.