> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sendway.eu/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ

> Common questions about installing, using, and billing Sendway.

## Setup

<AccordionGroup>
  <Accordion title="Will Sendway work with my Shopify theme?">
    Yes. Sendway runs as a Shopify theme app embed and works with any theme — Dawn, Trade, Sense, Impulse, or a custom build — without code edits.
  </Accordion>

  <Accordion title="How does the Sendway button get on my product pages?">
    Once the theme embed is active, Sendway finds every native checkout / Buy-Now button and inserts a sibling button next to each one. The native button stays clickable — only the Sendway sibling opens the popup. You don't need to edit your theme.
  </Accordion>

  <Accordion title="I don't see the Sendway button — what's wrong?">
    Open **Online Store → Themes → Customize → Theme settings → App embeds** and confirm Sendway is switched on and you've clicked Save. Also check that you've picked a plan in the app and added at least one delivery method. If it still doesn't show, contact support — most of the time it's a theme that hides cart actions in an unusual place.
  </Accordion>

  <Accordion title="Do I need a developer to install Sendway?">
    No. Install, pick a plan, switch the theme embed on, turn on your delivery methods — that's the whole setup.
  </Accordion>
</AccordionGroup>

## The popup

<AccordionGroup>
  <Accordion title="How many languages does the popup support?">
    Eleven: Bulgarian, Croatian, Czech, English, French, Greek, Hungarian, Polish, Romanian, Slovak, and Slovenian. The popup picks the language automatically from the buyer's storefront locale.
  </Accordion>

  <Accordion title="Can I customize what the popup says?">
    The buyer-facing text is pre-translated into all supported languages. On Starter and Pro you can change the main button wording (Checkout settings → Mode) and the popup's colors, rounding, and font (Branding tab). For full text overrides, contact support.
  </Accordion>

  <Accordion title="Can I keep both buttons — the native one AND Sendway?">
    Yes, that's the default. Buyers see both side by side and choose. Switch on [Hide Shopify's checkout buttons](/popup/hide-native-buttons) when you're ready to make the popup the only path.
  </Accordion>

  <Accordion title="Does the popup work on mobile?">
    Yes — it's mobile-first. Most stores in the region get 70%+ of orders from phones, so the popup is designed to feel like a native mobile checkout.
  </Accordion>

  <Accordion title="What's the difference between Shopify checkout mode and Direct checkout?">
    In the default mode, the popup collects the buyer's contact and delivery choice, then hands off to Shopify's checkout with everything prefilled. In **Direct checkout** (Pro), a cash-on-delivery order is created the moment the buyer confirms inside the popup — no Shopify checkout step at all. See [Direct checkout](/popup/direct-checkout).
  </Accordion>
</AccordionGroup>

## Couriers and labels

<AccordionGroup>
  <Accordion title="Do I need a courier contract to use Sendway?">
    Not to use the popup. Buyers see courier brands and prices on every plan without any courier account connected. You need your own courier account (or an EuShipments account) only when you want Sendway to **create shipping labels for you** — and that works on every plan too, including Free.
  </Accordion>

  <Accordion title="Which couriers can Sendway create labels for?">
    Six direct integrations: Speedy, Econt, BoxNow, Sameday, Pigeon Express, and EuShipments. EuShipments is an aggregator that also covers Cargus, FAN Courier, GLS, ACS, ELTA, InPost, and 20+ other brands across the region under one account.
  </Accordion>

  <Accordion title="What's the difference between a 'brand' and a 'courier account'?">
    A **brand** is what the buyer sees in the popup — the Speedy, Econt, or BoxNow row with a logo and price. Brands work on every plan with no account. A **courier account** is a connection to a courier's API (on the Couriers tab) that lets Sendway create labels and track shipments for you. You can show many brands and connect zero accounts — buyers will still see and choose them.
  </Accordion>

  <Accordion title="How do buyers pick a courier office?">
    Inside the popup they search by city, street, or postal code and pick from the matching offices or lockers. The office list is updated automatically from each courier's official catalog.
  </Accordion>
</AccordionGroup>

## Billing

<AccordionGroup>
  <Accordion title="Can I try Sendway for free?">
    Yes, twice over: the **Free plan** is free forever with 50 orders per month, and your first **paid plan starts with a 7-day free trial** — cancel during the trial and you pay nothing.
  </Accordion>

  <Accordion title="What happens when I hit 50 orders on Free?">
    The popup pauses for the rest of the 30-day window. Buyers can still order through Shopify's standard checkout — your sales keep running, buyers just can't pick a delivery office. The popup re-enables on its own when the next window starts, or instantly if you upgrade.
  </Accordion>

  <Accordion title="What happens when I go over my included orders on Starter or Pro?">
    Nothing pauses. Each extra order is billed $0.10 on your Shopify bill. Shopify caps Sendway's total usage charges at $500 per 30 days as a safety ceiling.
  </Accordion>

  <Accordion title="How much do SMS messages cost?">
    $0.10 per message segment to Bulgarian numbers and $0.18 per segment to other supported countries. You're only charged for messages that are actually sent, on your Shopify bill. See [SMS](/orders/sms).
  </Accordion>

  <Accordion title="If I downgrade, do I lose my settings?">
    No. Your courier accounts, delivery methods, branding, rules, and blocklists stay saved. They just stop being applied while you're on a lower plan. Upgrade back and they all light up again.
  </Accordion>
</AccordionGroup>

## Still stuck?

<Card title="Contact support" icon="envelope" href="mailto:support@sendway.eu" horizontal>
  Email [support@sendway.eu](mailto:support@sendway.eu) — we usually reply within a few hours during business days.
</Card>