Selling and Orders FAQs
| Feature Availability | User Permissions | Time to Complete | Skill Level |
|---|---|---|---|
| All Prosperna merchants | Varies by question | — | Beginner |
Summary
Overview: Quick answers about products and inventory, digital products, getting paid, your balance and withdrawals, shipping, and managing orders and their statuses. Each answer links to the full article.
Prerequisites: None
Frequently Asked Questions
Why is my product not showing on my store?
A new product is saved as Unpublished, so customers don't see it until you publish it. If you have more than one store location, a product only appears for customers ordering from the locations where it's published. A product with Unpublish When Out of Stock turned on is also hidden automatically when it runs out of stock. See How to Edit, Publish or Delete a Product.
Why can't I publish more products?
You've reached your plan's limit of published products at that store location: up to 50 on Launch and 100 on Grow. Scale and the free trial have no limit. Unpublish another product or upgrade your plan. See How to Add Your First Product.
Why can't I see Publish or Unpublish?
Your store has more than one store location and the list is showing all of them. Choose one location in the Store Location filter on Products → Inventory. See How to Manage Your Inventory.
Why can't I delete a product?
Only unpublished products can be deleted, so unpublish it first. A product also can't be deleted while it's in an order that isn't Completed, Cancelled or Returned yet. Deleting can't be undone. See How to Edit, Publish or Delete a Product.
Can I duplicate a product?
There's no duplicate option yet. To make a similar product, add a new one. See How to Edit, Publish or Delete a Product.
Can I add many products at once?
Yes. Fill in Prosperna's CSV template, then on Products → Inventory click Add Product, then Import Products. Your product images must already be in your Media Library, and the file can be up to 10 MB. Launch allows up to 50 product rows per file and Grow 100, while Scale and the free trial have no row limit. See How to Import Products in Bulk.
How do I sell a product in different sizes or colors?
Add variants. You create variant types (like Size and Colour) and their options, and Prosperna builds every combination so you can set each one's price, stock and SKU. The number of variant types, options and combinations depends on your plan. See How to Add Product Variants.
Can I sell digital products like e-books or templates?
Yes. Upload one file (up to 10 MB) to the product. When an order with only digital products is paid online, it's marked Completed automatically, and the customer downloads the file from My Orders. Digital-only carts can't be paid with cash, Bank Transfer, Manual Payments or Pay by Invoice. See How to Sell Digital Products.
Can I give bulk buyers a lower price?
Yes, with the free Wholesale app. You set up to 5 pricing tiers on a product (for example a lower price per item for 50 pieces) and mark which contacts are wholesale customers. Only those customers, when signed in, see and get the wholesale prices. Products with variants can't have tiers. See How to Offer Wholesale Pricing.
Can I add a packaging or handling fee to every order?
Yes. An additional fee is a fixed amount added to every order, and customers see it at checkout as Additional Fee (your description). You can save several fees, but only one is active at a time. The fee doesn't change with the order total or the number of items. See How to Add Additional Fees.
Does Prosperna warn me when stock is low?
Yes. Set up a Low Stock or Out of Stock alert under Settings → Messaging → Alerts to get a daily, weekly or monthly email (up to 5 recipients). On the Inventory page itself, sort by Quantity or use the Quantity filter. See How to Update Stock Levels.
How do I accept online payments?
Philippine stores activate Xendit: Prosperna creates a Xendit account for your business, and Xendit emails you to finish setting it up. US stores connect Stripe. Once the card on Settings → Payments shows Connected, customers can pay online at checkout. See How to Activate Prosperna Payments.
Can customers pay me by GCash, Maya or bank transfer to my own account?
Yes. Philippine and US stores can use Manual Payment Methods (previously called Direct Transfer). Customers see your account details at checkout, send the payment and upload a screenshot as proof. You check the money is in your account, then mark the order Paid. See How to Set Up Manual Payment Methods.
How do I offer Cash on Delivery?
Cash on Delivery and Cash on Pickup aren't set up in Settings → Payments. You turn them on for each shipping method in Settings → Shipping. Cash on Delivery orders can't go over 50,000 PHP. See How to Accept Cash Payments (Cash on Delivery and Cash on Pickup).
Why don't my customers see any payment method at checkout?
Payment options appear only after the customer picks a shipping method. If they see No Payment method available, no payment method is allowed for that shipping method. Connect a payment option in Payment Settings, or tick at least one Payment Option for that shipping method in Settings → Shipping. See How to Set Up Payments for Your Store.
Why can't I see Finances?
Only the store owner sees Finances, and only for Philippine stores. Team members don't see it in the sidebar. Sign in with the store owner account. See How to View Your Balance.
Why isn't an order's money in my balance?
Your balance only includes payments Prosperna collects for you, such as Cash on Delivery orders delivered by Prosperna's courier partners. Payments through your own Xendit account, Manual Payments, Pay by Invoice, Cash on Pickup and Cash on Delivery with manual shipping go straight to you, so they're never added. An order is added only after its payment status is Paid. See How to View Your Balance.
How do I withdraw my money, and are there fees?
Add and verify a bank account in Withdrawal Settings, then withdraw from the Balances page. Each withdrawal has a PhP 30.00 admin fee, the minimum is PhP 250.00, and you can withdraw up to PhP 50,000.00 per day. Supported accounts are BDO, BPI, EastWest, GCash and UnionBank. See How to Withdraw Your Balance.
Why hasn't my Pending Balance moved to Available Balance?
Funds stay pending for about 3 days after the payment is confirmed (the card's help text says 3 business days). Check again later. See How to View Your Balance.
What shipping options can I offer?
Philippine stores can offer Standard Delivery (J&T), Same Day Delivery and Scheduled Delivery - Lalamove. US stores can offer USPS. All stores can offer Manual Shipping by Customer, Manual Shipping by Merchant and Store Pickup. Customers only see the methods that are switched on. See How to Set Up Shipping for Your Store.
Do I need my own J&T or Lalamove account?
No. By default, Standard Delivery and Same Day Delivery run on Prosperna's own courier accounts. The customer's fee then includes a 3% service fee. Connect your own courier account if you want to set a flat fee or your own markup. See How to Ship with Prosperna's Courier Partners.
Why doesn't Same Day Delivery show at checkout?
Same Day Delivery only serves Metro Manila, Cavite, Laguna, Bulacan, Rizal, Cebu and Pampanga, and only within the same service area as your pickup address. Your pickup address must also be in one of these provinces. See How to Offer Same Day and Scheduled Delivery.
Can I charge my own shipping rates?
Yes. Use Manual Shipping by Merchant and set your rates on its Rates tab, by state or province and optionally by order weight or order price. A state or province without its own row is charged the ALL States/Provinces amount. See How to Set Up Manual Shipping and Shipping Rates.
Can I create an order for a customer who orders by phone or chat?
Yes. Use Create Order to pick an existing contact or enter a guest, add products, and choose delivery or pickup and a payment method. For online payments, you get a payment link and QR code to send to the customer. Same Day Delivery and Scheduled Delivery can't be chosen here. See How to Create an Order for a Customer.
Do customers need an account to buy?
Not unless you change it. Customer Accounts and Guest Checkout are both on for new stores, so shoppers can buy without an account. If you switch Guest Checkout off while accounts are on, shoppers must log in to check out. See How to Set Up Customer Accounts and Guest Checkout.
A customer paid, so why is the order still Open?
This is expected for Manual Shipping and Store Pickup orders. Prosperna only moves courier orders to Processing by itself. Set the status yourself. See How to Understand Order and Payment Statuses.
Why can't I change an order's status or payment status?
J&T, Lalamove and USPS orders follow the courier, and Lazada and Shopee orders are managed in Lazada and Shopee. Only COD, COP, Pay at the Counter, Payment Link and Pay by Invoice payments can be changed by hand. Online payments update by themselves. See How to Process and Fulfill an Order.
Does marking an order Refunded send the money back?
No. Refunded and Partially Refunded don't move any money. Refund the customer yourself first. Declining or cancelling an order also doesn't return stock, except for Payment Link and Pay by Invoice orders marked Declined Payment. See How to Understand Order and Payment Statuses.
Are my customers notified when their order changes?
Yes. Your customer gets an email or SMS each time the order or payment status changes, so double-check before you click Update. You can change or switch off the emails your customers receive, but there's no setting to switch off customer text messages. See How to Set Up Order Notifications.
Can I print an invoice for an order?
The order page has no invoice to print. You can print J&T waybills, USPS labels and QR Menu order tickets. See How to Process and Fulfill an Order.
Can I sell on Lazada and Shopee?
Yes, with the Lazada Integration and Shopee Integration add-ons on the Grow or Scale plan. They aren't available on Launch or during the free trial. You publish products from your Prosperna inventory, and orders placed there come into your Orders list. See How to Sell on Lazada and Shopee.
Next Steps & Related Resources
- Next steps:
- Related articles:
Need more help? For more information and assistance, please send an email to support@prosperna.com.
Last Updated: 10/10/2026