Help & FAQ

You can sign up using your phone number and email address. You'll also need to provide basic personal information to create your account.

To activate full services including electronic payments, you'll need a commercial registration (السجل التجاري) or a freelance certificate (شهادة عمل حر) for individuals. You can still explore the platform before providing these documents.

You set up your store through a WhatsApp conversation with Mlsoon's team members, who guide you through the process step by step. If you need additional help, our support team is available to assist.

If your information and product details are ready, your store can be fully set up in about 30 minutes.

No. Mlsoon works entirely through your web browser and WhatsApp. No app download is needed.

Yes. Mlsoon is fully optimized for mobile use. You can manage your entire business from your phone.

Yes. We provide introductory videos to help you get started. Our support team is also available to guide you through your first steps.

Yes, you can change your store name or URL once every six months.

Yes. If your products are listed on any website, we can help you transfer them to Mlsoon.

Yes. Mlsoon supports both physical products and services.

The Team Member presents itself as an AI assistant if the customer asks directly. Otherwise, it focuses on helping the customer naturally.

Yes. Customers need to register to complete a purchase. This helps track orders and provide better service.

Yes. Mlsoon evaluates customer seriousness based on conversation behavior. You can view these ratings in your control panel to focus on high-value customers.

Yes. You can block any customer from your control panel. Team Members can also automatically block customers who violate certain behavioral guidelines.

There is no built-in rewards system. However, Mlsoon provides you with detailed customer reports, so you can create your own loyalty offers and communicate them directly to your valued customers.

Yes. Customers can track their orders at any time. They also receive notifications on their phone about order status updates.

Regular conversations are stored for one month after they end. Conversations related to purchases, refunds, or any financial transactions are stored for six months for dispute resolution purposes.

Mlsoon supports automatic posting to Instagram, Twitter/X, TikTok, Facebook, and Google Business Profile.

Yes, you connect your own accounts. If you need help, our support team can guide you. If you don't have social media accounts yet, our team can help create them for you with your approval.

The system automatically selects products based on performance data — prioritizing best-sellers, new arrivals, and products that need more visibility. This ensures the best results without manual effort.

Posts are published in multiple languages based on your preferences. Arabic is the default. The number of language variations depends on your available monthly post credits.

Manual posts are created directly from your phone through each social media app. Mlsoon's automatic posting handles the scheduled, AI-generated content.

Yes. Basic performance analytics are available, showing engagement and reach for your published posts. More detailed analytics are planned for future updates.

Paid advertising campaigns are managed through a specialized marketing partner. Our team can connect you with them if you're interested.

Yes. SEO is applied automatically to your online store. You don't need to configure anything — Mlsoon handles it for you.

You'll be notified through WhatsApp, browser notifications, and email — so you never miss an order.

Orders are accepted automatically when the product is in stock. However, you need to give final approval before shipping.

Orders go through the following stages: New → Confirmed → Shipping → Completed. You can track each order through these stages from your control panel or WhatsApp.

Yes. You can cancel or reject an order at any stage before shipping.

Yes. Mlsoon has a built-in shipping system. You can also subscribe directly with a shipping company if you prefer.

COD is available on all plans, but requires an active subscription with a shipping company that supports this service.

If you haven't activated electronic payments, you can add your bank account details. The customer transfers the payment and the transaction is managed directly between you and the customer.

Mlsoon supports mada, Visa, Mastercard, Apple Pay, bank transfer, and Cash on Delivery. Electronic payments are processed through our integrated payment gateway (Paymob).

Payments are transferred to your bank account twice a week — every Sunday and Thursday.

No. There are no direct commissions on your sales. You only pay your monthly subscription fee.

According to Saudi e-commerce regulations, customers can return products within 14 days unless you specify a different return policy for your store. Refunds are processed through the system and automatically reflected in your invoices and revenue reports.

You can create coupons from your control panel or through WhatsApp. You can apply them to specific products or all purchases, and set start and end dates for each coupon.

When you enable number privacy, customers contact Mlsoon's number with your product reference (e.g., "I want info about product #789"). The Team Member handles the entire conversation — selling, negotiating, and completing the purchase — without ever revealing your personal number. You receive a full report of the conversation and purchase.

Customer data is only shared with you when a purchase is made. For inquiries without a purchase, you receive a conversation report but not the customer's personal information.

Yes. Mlsoon is registered with the Zakat, Tax and Customs Authority (ZATCA), has a tax registration number, and complies with Saudi e-invoicing requirements (FATOORA). Invoicing services are provided in partnership with SoulTech.

Sensitive data is stored within Saudi Arabia. General operational data is stored on secure servers outside Saudi Arabia.

You can add products in two ways: send your product details through WhatsApp, or add them directly from your control panel. Both methods work equally well.

You provide the product name and price. Mlsoon helps you create professional descriptions and other content. The price must always be set by you.

Send us a clear photo of your product, and Mlsoon transforms it into a professional product image with a clean background. The quality depends on the clarity of your original photo. Each image generation allows up to 2 retry attempts if you're not satisfied with the result.

Yes. You can always upload your own images. All uploaded images go through a review process to ensure they meet our content guidelines. This is especially useful if you've used all your monthly design credits.

Mlsoon searches for similar products and suggests a description based on your product name and image. You can edit or approve the description before publishing.

Yes. You can create categories and organize your products into them for easy browsing.

Yes. Inventory is tracked automatically through sales transactions. When a product sells, the stock count updates accordingly.

Yes. You can set a regular price and a sale price for any product.

Yes. After you approve a product for publishing, it is automatically translated based on the languages you've activated for your store.

For negotiable products, you can set a minimum price (as a fixed amount or percentage). For auction products, you can set the starting price, minimum and maximum bid amounts, and the auction end time.

Yes. Mlsoon supports digital products such as PDF files, codes, and subscriptions.

Yes. The Starter plan is completely free and includes basic features to help you get started. You can also try any paid plan free for one month.

Subscriptions are billed annually, with the price displayed as a monthly amount for clarity.

Yes. You can upgrade or downgrade your plan at any time, as long as you have at least 15 days remaining in your current billing period. If less than 15 days remain, the change will take effect at the start of your next billing period.

If your product count exceeds the new plan's limit, the most recently added products beyond the limit will be unpublished. For example, if you have 100 products and downgrade to a plan that allows 50, products 51 through 100 will be paused.

Your data is preserved for 6 months after cancellation. During this time, you can download and export your data. After 6 months, your data will be permanently deleted.

No. There is no pause option. If you need to stop, you can cancel and your data will be preserved for 6 months.

You can pay using the same payment methods available on the platform: mada, Visa, Mastercard, Apple Pay, and bank transfer.

Yes. Mlsoon is tax-registered and all subscription invoices are official tax invoices (فاتورة ضريبية) compliant with Saudi regulations.

Team Members are AI-powered assistants that work for your business around the clock. They handle tasks like selling, negotiating, customer follow-up, accounting, and marketing — so you don't have to do everything yourself.

No. They are AI-powered and trained to handle business tasks. While they are highly capable, they may occasionally make mistakes, just like any team member.

Yes. You can activate or deactivate Team Members based on your needs. For example, if a product is set to fixed price, the negotiator won't be active for that product.

Yes. You can set a minimum acceptable price as a fixed amount or a percentage of the original price. Your Team Member will never go below this limit.

Yes. For auction products, you can set the starting price, minimum and maximum bid amounts, bid increment, and the auction end time.

Yes, on supported plans. You can customize the name, dialect, personality, and address (based on your shop location) for a more personalized customer experience.

The Team Member sends you a WhatsApp notification asking for your input. Once you take over the conversation, the AI stops responding to that customer until you're done.

Yes. You can view the full conversation history from your control panel or through WhatsApp.

Team Members work on both WhatsApp and your online store — wherever your customers reach you.

The accountant provides weekly, monthly, and annual reports including: sales reports, best-performing products, lowest-performing products, and all standard commerce reports.

Yes. You always have the option to approve or reject posts. You'll be notified about scheduled posts for the upcoming week, and you can review them before they publish.

Yes. Mlsoon provides a subdomain immediately. If you want to use your own domain, our team will help you connect it through your domain provider.

Occasionally, yes. We always notify merchants at least one month in advance before any scheduled maintenance.

AI-powered support responds instantly at any time. Our human support team is available during business hours: 8:00 AM to 6:00 PM, Saturday through Thursday.

Yes. The maximum file size for images and documents is 5 MB.

Depending on your plan: email support (all plans), WhatsApp support (Growth and Partner plans), and phone support (Partner plan only).