Q: Do I need a credit card to sign up? A: No. Registering is free and needs no payment details, and every store you create starts on a 3-day Pro trial — the clock starts at store creation, not at signup. Sign up at /register.

Q: How long does it take to launch a store? A: Most merchants are taking real orders within an hour — sign up, create the store, add 2–3 products, configure shipping and a courier, share the URL.

Q: Can I import products from another platform? A: Yes — CSV/Excel bulk import at /dashboard/products/bulk-import, available on any paid plan (not Free). Import always creates new products: there is no SKU matching and no update-in-place, so re-uploading the same file will duplicate your catalogue. The import also respects your plan's product limit. For Shopify catalogues, use the Shopify Import add-on instead (requires Pro or above).

Q: Which language should I run my store in? A: For Algeria, install the Multi-Language add-on (requires the Unlimited plan or above) and run AR + FR. The default depends on your audience — French-first for premium / urban segments, Arabic-first for popular / regional segments.

Q: Is there a commission on sales? A: No. We never take a percentage of your sales. Pricing is a flat plan: Free (0 DZD), Pro from 1,000 DZD/month (10,000 DZD/year), Unlimited from 2,500 DZD/month (25,000 DZD/year) and Enterprise from 5,500 DZD/month (55,000 DZD/year, including 25 team seats — extra seats +200 DZD/month each, up to 200 total). Longer terms are discounted, and Enterprise is purchased self-service on /dashboard/subscribe, not by custom quote. The ▶ How to renew button on that page launches a guided in-app tour for upgrading; video walkthroughs are on the DZBuild YouTube channel.

Q: What's the 3-day Pro trial? A: New stores get a Pro trial for 3 days. When it lapses the store is treated as expired and locked out of paid features, and any linked custom domain is removed about 12 hours later.

Q: How do I pay? A: Three options — (1) International card / PayPal / Apple Pay via Paddle: instant activation, and this method auto-renews (manage or cancel it from the Manage subscription card on /dashboard/subscribe); (2) CIB / EDAHABIA via Slick-Pay: instant activation after the bank's confirmation; (3) BaridiMob manual receipt: pay, upload the proof at /dashboard/subscribe, and the team approves it — the page advertises under an hour, allow up to 24 hours. A coupon field is available before you pick a method.

Q: Can I downgrade? A: There is no downgrade button. Buying a different plan takes effect immediately, and the unused value of your current plan is converted into days of the new plan by price ratio — so moving from Enterprise to Pro turns your remaining days into more Pro days, while moving up turns them into fewer days of the higher plan. To simply stop paying, let the plan run to its expiry date. Paddle subscriptions auto-renew and must be cancelled from the Manage subscription card to stop.

Q: What happens to the time I already paid for if I change plan? A: Nothing is lost. The unused value is credited as days on the new plan by price ratio and applied immediately. Very long-dated ("lifetime") plans are never prorated.

Q: What happens when my plan expires? A: You receive a warning email as the expiry approaches and an expiry email afterwards. The dashboard steers you to the subscribe page, your storefront goes offline (visitors see a subscription-expired page instead of your store), and about 12 hours later your custom domain is unlinked. Renewing restores access — but the domain has to be re-linked and re-verified.

Q: How does Cash on Delivery (COD) work? A: Default for Algerian stores. The customer pays the courier on delivery; the courier hands you the cash (minus their fee) on a weekly or monthly cycle depending on the courier.

Q: What order statuses are there? A: Seven: pending, confirmed, processing, shipped, delivered, cancelled, returned.

Q: Why does an order say "pending" for hours? A: It's waiting for you to call-confirm before shipping. Most Algerian merchants run a call-confirm flow. Once confirmed, ship.

Q: Can my customers pay by card on my storefront? A: Physical-goods storefronts on DZBuild are cash on delivery only — there is no card payment for your customers. Customer card payment exists only on digital stores, where you enable SlickPay / CCP / BaridiMob / Redot Pay under Digital payment settings and the product is delivered automatically on payment; refunds for those are handled in the provider's own portal. Everywhere else in DZBuild, SlickPay is how you pay for your subscription.

Q: How do I handle returns? A: Mark the order returned at /dashboard/orders. Stock is restored only if the order had already reached confirmed or later — cancelling a still-pending order changes nothing, because its stock was never deducted. For COD there is no refund (the customer never paid).

Q: Which couriers can I use? A: 14 direct integrations — Yalidine, Yalitec, Guepex, Easy & Speed, NOEST, Maystro, ZR Express, ZR Express (new API), Abex Express, Zimou, Colivraison, EcomDelivery, Elogistia, plus a generic "custom Ecotrack tenant" tile — and 37 named Ecotrack-powered carriers (DHD, Conexlog, MSM Go, World Express, Monohub, …). Nothing is marked "coming soon"; you can link several at once and choose which to use when sending each order. Connect them at /dashboard/link-shipping ("Link delivery companies"); /dashboard/shipping is for your shipping rates.

Q: Can I use my own domain? A: Yes — one custom domain per store, on any paid plan (Pro, Unlimited or Enterprise). Unlimited and Enterprise do not allow more. Free does not support custom domains. You can link a domain during the 3-day Pro trial, but note that about 12 hours after any plan expires DZBuild automatically unlinks the domain and your storefront reverts to {slug}.dzbuild.app — re-link it after renewing. See Custom domain for the DNS walkthrough.

Q: My custom domain isn't working. A: Most issues are DNS. Run dig +short cname yourbrand.com — it should return link.dzbuild.app. If you proxy the domain through Cloudflare, the CNAME is flattened and returns nothing visible; that setup is accepted too. If DNS looks right and DZBuild still shows "Pending", give it 30 minutes; otherwise contact support.

Q: Can I keep both my custom domain and the .dzbuild.app subdomain? A: No. Once your custom domain is verified, {slug}.dzbuild.app permanently 301-redirects to it — it stops serving the storefront and is not a fallback if the custom domain breaks. Remove the custom domain at /dashboard/domains to bring the subdomain back. See Domain management.

Q: Can I block visitors from outside Algeria? A: No. There is no country/geo blocking in Settings today. The closest available controls are the Captcha Protection add-on (requires Pro) and the Limit orders per IP add-on (free), both at /dashboard/addons.

Q: Can I run a store-wide sale (X% off everything)? A: Two ways. (1) Promo codes — turn on the free Promo Codes add-on at /dashboard/addons, then create percentage or fixed-amount codes at /dashboard/promo-codes; the customer has to enter the code. (2) A real store-wide markdown — select products on /dashboard/products and use the bulk Price → decrease by % action (up to 100 products per action), optionally setting a compare-at price so the old price is struck through.

Q: How do I switch themes? A: /dashboard/themes → Store tab. Seven themes are selectable, each with a minimum plan: Starter, Brico and Digital (Free — Digital is for digital-product stores only); Started V2 (Pro); Prestige and Bloom (Unlimited); Promobi (Enterprise). Switching is instant and your products and content carry over, but section-level customisation is per theme.

Q: How do I add a blog? A: Storefront blog support is in development. For now, link to a separate CMS (Ghost, WordPress) from your storefront footer.

Q: Can I have multiple stores under one account? A: Yes — see Multi-store.

Q: Can I invite my team? A: Yes — see Team.

Q: How do I change my email? A: /dashboard/account → Change email. Requires verification on the new address.

Q: How do I delete my account? A: Contact support via the contact form. Deletion is performed by our team and is immediate and permanent — the store, its products, orders, customers and uploaded files are removed and cannot be restored. Export anything you need first.

Q: Lost access — how do I recover? A: Use Forgot password on the login page. Two-factor authentication uses an authenticator app (TOTP), not SMS — if you lose the phone, sign in with one of the backup codes you saved when you enabled it (/dashboard/account → Security), or regenerate them from there while still signed in. Only if you have neither the app nor a backup code do you need to contact support with proof of identity.

Q: Is my data backed up? A: Yes. Your store data is backed up automatically every day, with additional off-site copies kept for several weeks. Nothing is required from you.

Q: Where is data hosted? A: European data centers (low-latency to Algeria), with global edge caching.

Q: Do you have an API? A: Yes — see API Reference. REST-style at https://api.dzbuild.app/v1/.... Access is currently pilot-only: there is no self-service key page, keys are issued per store on request — email [email protected] with your store id.

Q: Webhooks? A: Yes — the Webhooks add-on (n8n / Make / Zapier) requires the Unlimited plan or above. See Webhooks.