Questions and answers

Quick answers#

Can I use Enpod in Bangla?#

Yes. Open your account menu and choose বাংলা next to Language: the menus, buttons, tables and messages turn into Bangla, with Bangla digits. You can also type and search in Bangla everywhere (names, addresses, numbers). See Bangla and English together.

Where are my product pictures saved?#

In your own business's folder in our storage. Only owners and admins can add or remove them. Anyone who has a picture's exact web address can see that picture, but the addresses cannot be guessed.

Why was a customer created without my doing it?#

Every phone number on an order becomes a customer automatically, so you build a customer list just by taking orders.

Why does the order number begin with letters?#

They are your business initials (GC for Glow Cosmetics). You can change them in Settings → Business. Old orders keep their numbers.

Can two people edit the same order?#

Yes, but not at the same moment. Each change is written in the order's Logs with the person's name.

What happens to stock when an order is cancelled or returned?#

It goes back to the shelf: in the same warehouse it came from. Damaged goods can be kept out when you record a customer return.

I cannot see Reports, costs or Settings.#

Your role does not allow it. Ask the owner: see Team and permissions.

Is my courier password safe?#

Keys and passwords are stored encrypted and are never shown again, even to the owner.

What the statuses mean#

The courier's own words after booking (In review, Pickup requested, Out for delivery, Delivery in progress ...) are copied exactly from the courier's panel.

When something does not work#

The order will not submit to a courier#

• The order must be Approved or Processing.
• The courier must be Connected in Settings → Couriers. Press Test connection.
• Read the sentence under the form. It names the problem (a short address, a missing district, a phone number that is not a Bangladeshi mobile).
• Pathao needs a Pickup store chosen. RedX needs the right sandbox/live token.

The courier connection says the key is wrong#

Copy the keys again from the courier's panel. Steadfast keys belong to one business profile in Steadfast. Pathao's Client ID is the first box and the Client secret the second. Too many wrong tries lock the key for an hour at Steadfast, so wait before trying again.

A parcel shows Status unclear#

Press Refresh status on the order. If it stays unclear, check the parcel in the courier's own panel.

"Not enough stock"#

The product has fewer units than you asked for. Check the stock in Inventory, or ask the owner to allow selling at zero stock in Settings.

I cannot reopen a cancelled order#

The goods were sold meanwhile and there is not enough stock. Add stock and try again.

The risky-area warning appears for a district I trust#

It is based on the last six months of finished parcels in that district. With few parcels it can swing quickly. It is a hint: you decide.

Delivered is late#

Without instant updates, the delivered status is noticed the next time someone opens the app. Set them up to see it at once.

My monthly order limit is reached#

Open Plan and billing. New orders over the limit are blocked until the 1st of next month or until you upgrade. Cancelled orders still count.

My upload says there are problems#

That is the preview doing its job. Read the sentence beside each row, fix the file and upload again. Nothing is saved while the preview shows errors.

I forgot my password#

Press Forgot password on the sign-in page, type your mobile number, and then the code that is sent to it by SMS with a new password. It only works for a verified number. An email can never reset a password.

Chat with support#

The round chat button at the bottom right of every page (above the menu on a phone) opens a conversation with the Enpod team. Ask how to do something, or tell us what went wrong, and an admin answers right there when one is available.

• At the top it says Support is online (an admin is at their desk) or Support is away (leave your question: the answer appears in the same window, and the button shows a number and the browser tab shows (1) when it arrives).
• Under each of your messages: one tick Sent, two ticks Delivered, two blue ticks Seen. While an admin writes you see Support is typing….
• When your problem is fixed, press Problem solved. If an admin marks it solved, you are asked whether that fixed it: answer Yes, solved or No, I still need help. You can write again at any time and the conversation reopens.
• Each person on your team has their own conversation, which your teammates cannot see. Please do not send passwords or card numbers in the chat.

Still stuck?#

Tell your business owner, or write to the support address your Enpod provider gave you, with the order number and what you saw on the screen.