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Moving Stores: common questions
Short, straight answers about the store, products, orders, payments and shipping, design and customers in Moving Stores, including what the store doesn't do yet.
On this page
Short answers to what merchants ask most, including what the store doesn't support yet. Where an answer runs longer, a link takes you to the full guide.
Account and store
Can I change my store's address?
Not yourself: Settings › General says “Contact support to change your store address.” On a plan that includes custom domains you can connect your own domain.
Can I switch between a shop and a restaurant, or change the country or currency?
Yes, until your store's first order. After that each field shows “Locked: your store has orders”. The supported countries are Egypt, Saudi Arabia and the UAE, and the currencies EGP, SAR, AED and USD.
Why can't shoppers see my store?
Every new store starts in Maintenance, so visitors see a “Coming soon” page until you launch. Launching needs a logo and name, an active item, a payment method, shipping or pickup, and a verified email for the first launch. See onboarding and launch.
Can I create a custom role for a team member?
No. There are four fixed roles: Owner, Admin, Manager and Staff. You can edit each role's permissions, add overrides for one member, and limit a member to certain branches. See team and permissions.
Can I link my store to Moving POS or to my own systems?
A restaurant or café store in Egypt or Saudi Arabia links to Moving POS on a plan that includes the link: Link your restaurant's store to Moving POS. For your own systems there are API keys and webhooks, on a plan that includes them.
Products and inventory
How many images can a product have, and in which formats?
Up to 20 images per product, in PNG, JPEG, WebP or AVIF, up to 5 MB each. SVG is for the logo and icons only.
Do collections fill themselves?
No. You pick each collection's products yourself, with no automatic rules, and a collection holds up to 5,000 products. See categories, collections and tags.
Can I delete a product that has orders?
No, archive it instead. Archived products still count towards your plan's product limit.
What does a product import file need?
A UTF-8 CSV file, up to 5 MB and 5,000 rows. Images must already be in your Media library: the import doesn't fetch images from outside links. See import products.
Orders and returns
Can I change an order's items or prices after it is placed?
No. You can cancel it, refund it or create a new order, and editing the address never re-prices it. See cancel and refund.
Do I get alerts for new orders?
Inside the dashboard only, while its tab is open: it checks every 15 seconds, and the sound needs one click on the page first. The sound is on by default for restaurants, and there are no notifications outside the browser.
Can I download an invoice as a PDF?
Not directly. Print it on A4 or as an 80 mm receipt and save it as a PDF from the browser's print window. An order awaiting payment has no invoice. See print order documents.
Why does my restaurant's store show Returns?
Because Accept return requests is on by default in every store. Turn it off in Settings › Reviews & returns. See returns.
Payments and shipping
Can I take cards in Saudi Arabia or the UAE?
Not yet. Paymob is the only online payment gateway, and it works for Egyptian-pound stores only. Riyal and dirham stores sell with cash on delivery and bank transfer. See connect Paymob.
Can I turn every payment method off?
No: “Keep at least one payment method turned on.” See payment methods.
I refunded a payment in Paymob's dashboard. Why doesn't the order show it?
Refunds made in Paymob's dashboard aren't recorded on the order. Refund from the order's page in your store's dashboard instead.
Can I set delivery by distance around the restaurant?
There is no delivery radius. You set delivery zones per branch, each with its own fee, minimum and time, and the first matching zone in your order wins. Zone areas can be imported but not drawn on a map yet. See pickup and delivery zones.
Design and content
Does applying a new design change my products or page layout?
No. It changes only colours, fonts, corners, product image shape and the light or dark scheme, but it replaces the colours and fonts you customised in Branding, and shoppers see it at once. See designs and templates.
What does the visual editor edit?
The home page only. Your changes save as a draft that shoppers don't see until you click Publish, and undo keeps 100 steps in that browser tab. See the visual editor.
What are the limits for menus, pages and FAQs?
Menus have two levels: up to 20 top-level items, 30 links in each and 150 links in all. Up to 500 FAQs in 50 categories, with plain-text answers. The six built-in pages can't be deleted, only edited or unpublished. See menus, pages and FAQs.
Customers and marketing
Can I put customers into groups?
There are no groups. Tags are the only way to group customers, up to 20 per customer, and a promotion can target Customers with tags. See customers and their profiles.
Can I send campaigns or newsletters by email, SMS or WhatsApp?
No. There is no campaign or newsletter sender and no abandoned-cart messages, and the store's notifications go by email only. The WhatsApp number on your store is a contact number shoppers see, nothing more. For your campaigns, export the customers who Agreed to marketing as a CSV file.
Does the store have a loyalty or referral program?
No. Moving Loyalty is part of Moving POS, not of Moving Stores.
Can a customer combine coupons?
No. The cart takes one code, and a code replaces the automatic coupon. A coupon or promotion that has been used can't be deleted, only turned off. See coupons.