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When the agent’s Take orders in chat switch is on, it can collect an address and create an order inside the conversation. Settings → Shipping tells it where you deliver and what delivery costs; Settings → Payment tells it which payment methods it may offer and where customers send a bank transfer. Without these, the agent has no delivery fee to add and no payment method to ask for.

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Before you start

  • Both pages are listed for every predefined role (orders view access). Changing them needs orders edit access (Owner, Admin, Manager), and deleting a shipping option needs orders delete access. See Team and roles.
  • Turn on Take orders in chat on the agent’s Actions tab; see Capabilities.
  • The Shipping page depends on which store is connected. With Shopify the list is titled Delivery coverage and fees are left to Shopify’s checkout. With Zid, Salla or no store it is titled Shipping options and you set fees and delivery times in Popcorn.
During setup, the agent step can open Add delivery fee and time, How customers pay and Add your IBAN. They save the same delivery, payment and bank information as the pages below.

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Shipping options

This is the page you get with a Zid or Salla store, or with no store connected. Each option is a delivery method with a fee, a delivery window and the countries and cities it covers.
1

Add an option

Go to Settings → Shipping and click Add shipping option.
2

Describe it

Fill in Name, Fee, Fastest delivery (days) and, if you like, Slowest delivery (days), Free shipping over and Store shipping ID. Leave Active on. The money labels show your default currency, for example Fee (SAR).
3

Choose where it applies

Under Countries, search and tick each country. Each starts as All cities; click Choose cities, tick the cities, and click Save cities.
4

Save

Click Save. The page confirms Shipping option saved.
The table lists Name, Fee (“Free” for 0, with “Free over” and the amount underneath), Delivery time, Status (Active or Inactive) and Ships to, a summary such as “Saudi Arabia, all cities” or “Saudi Arabia and 3 more”. Click the Ships to summary (on a phone, View places in the row menu) to see every country in a Ships to dialog. Click a row, or use Edit in its menu, to change it. Delete asks for confirmation (“Your agent will stop offering this option to customers. This can’t be undone.”) and then shows Shipping option deleted.

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Sync from store

Sync from store pulls the delivery methods defined in your Zid or Salla store so you do not retype them. The button shows only with one of those stores connected.
  1. Click Sync from store. In Sync shipping from your store, Popcorn lists each method with its store ID, its store status, and a badge: New or Already synced.
  2. Tick the methods to import. For each one enter Fee and Fastest delivery (days) (both required), and optionally Slowest delivery (days) and Free shipping over. Fields start from what Popcorn already has, or what the store sends.
  3. If an option that is active in Popcorn is turned off or missing in the store, it is listed under a warning (“Deactivate them so your agent stops offering them.”); tick Deactivate to switch it off in Popcorn too.
  4. Click Sync methods. The page confirms Shipping methods synced, or says how many didn’t (“2 of 3 shipping methods didn’t sync”) and which; open Sync from store again to retry them.
With no store, the dialog reads “No store is connected. Connect Zid or Salla to sync shipping methods.” With Shopify it says delivery is set at Shopify’s checkout. If the store has no methods it reads “Your store has no shipping methods yet.”
Zid’s delivery list carries no prices. When you connect Zid and it is the store your checkout runs on, Popcorn adds one option per Zid delivery option with no fee, if you have none yet. An option with no fee, or with no Store shipping ID, can’t be ordered: the agent tells the customer your team will confirm delivery and hands the conversation over. Enter the fee on each option. See Zid.

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Delivery coverage (Shopify)

With a Shopify store, shipping rates and delivery windows are handled in Shopify’s checkout, so Popcorn only needs to know where you deliver: “Countries and cities your agent can accept before sending a Shopify checkout.” Click Add delivery coverage, give it a Name, choose Countries and cities, and click Save. The table shows only Name, Status and Ships to, and Sync from store is not offered.

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How the agent uses shipping at checkout

  1. The agent checks the customer’s country against your active options. If you have active options and none covers that country, it is told delivery isn’t available there and asks the customer for a supported country or city. If you have no active options at all, it carries on with the customer’s city.
  2. It picks the active option that covers the customer’s city. An exact city name wins, and other spellings such as “Makkah” and “Mecca” are matched next. When several options cover the city, one with a fee wins over one nobody priced.
  3. It adds that option’s fee to the order, or 0 when the order reaches Free shipping over.
  4. If no option covers the city:
    • With Shopify or Zid, and active coverage in place, the order is not created and the agent asks for a supported city or country.
    • With Salla or no store, the order is created with a delivery fee of 0.

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Payment methods

Open Settings → Payment. Payment methods (“Choose how customers can pay.”) has three switches, and the agent only offers the ones that are on. A new workspace starts with cash on delivery on. The IBAN is checked before saving: it starts with your country code, such as SA, then digits, and Popcorn refuses one with the wrong length or a wrong digit. A bank transfer saved earlier as free text keeps working and is shown under the fields (“Your agent now sends this to customers who choose bank transfer. Fill in the fields above to replace it.”) until you fill them in. A bar appears with “Unsaved changes”. Click Save changes (or Discard); the page confirms Payment methods saved. If one method can’t be saved you see, for example, “Couldn’t save bank transfer”, and the others still save. If the page can’t load it reads Couldn’t load payment methods. If no method is on, or bank transfer is on with no details saved, the agent doesn’t take the order for that method: it offers another, or tells the customer your team will confirm how to pay and hands the conversation over. With a Zid store, Popcorn first offers only the methods Zid accepts and never uses one your Zid store has off; once you change payment methods here, your choice wins. See Zid.

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What the customer sees

  1. The agent asks for the delivery address (on WhatsApp through an address form; in Saudi Arabia it can use the national address). See Orders.
  2. It checks the city against your coverage and quotes the delivery window and fee.
  3. It asks for a payment method from those you enabled and creates the order, adding the delivery fee and, for cash on delivery, the CoD fee.
  4. For bank transfer it sends your bank details; for payment link it sends the link; the order appears under Orders and in your store.

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Troubleshooting

  • Orders for the order list, statuses and where orders appear in your store
  • Workspace settings for Default currency, quantities and custom options
  • Capabilities for the agent’s Take orders in chat and Track orders switches