Get Answers to Your Questions

Getting started is simple: 1) Fill out our onboarding form, 2) Schedule a consultation with our team, 3) Connect your store (Shopify, Zid, etc.), 4) Send us your inventory, and 5) Start fulfilling orders. The entire process typically takes 3-5 business days.

You'll need: 1) Your store's admin access (for integration), 2) Product catalog with SKUs, dimensions, and weights, 3) Current inventory list, 4) Business registration documents, and 5) Preferred shipping methods. Our team will guide you through each step.

Initial setup takes 3-5 business days. This includes store integration (1 day), inventory receiving and cataloging (2-3 days), and system testing (1 day). We'll keep you updated throughout the process and ensure everything works perfectly before going live.

We support all major platforms including Shopify, Zid, WooCommerce, Magento, BigCommerce, and many others. We also offer custom API integrations for proprietary systems. If you're unsure, contact us and we'll confirm compatibility.

No minimum order volume required. Whether you're processing 10 orders per month or 10,000, we can accommodate your needs. You just need a registered business in Saudi Arabia and products that comply with local regulations.

No setup fees or long-term contracts. We operate on a pay-per-order model, so you only pay for what you use. You can start, pause, or cancel anytime without penalties. This makes it risk-free to try our services.

We use a transparent pay-per-order model. You're charged only when we fulfill an order, with no monthly fees or minimums. Pricing includes: picking fee (2-5 SAR), packing materials (1-3 SAR), and shipping cost (varies by distance and speed). Volume discounts available for 1000+ monthly orders.

We charge when the order is successfully picked and packed (before shipping). If an order is cancelled before picking, there's no charge. Failed deliveries are not charged again for re-delivery attempts within the same city.

We accept: Bank transfers (SAMA Instant Payment), Credit/debit cards (Visa, Mastercard, Mada), and corporate accounts with NET-30 terms for qualified businesses. All payments are processed securely and include VAT as required by Saudi law.

Refunds are processed within 3-5 business days to your original payment method. Fulfillment fees are refunded if the error was on our side (wrong item, damaged packaging, etc.). Shipping costs are non-refundable unless we made an error. Customer-initiated cancellations after picking incur a 50% fulfillment fee.

Yes, detailed invoices are available in your merchant portal. Invoices include VAT breakdown, service fees, and are compliant with Saudi tax requirements. You can download invoices individually or in bulk for accounting purposes.

Click "Get Started" on any page to begin the onboarding process. You'll provide basic business information, and our team will create your account and send login credentials within 24 hours. No credit card required to start.

Visit portal.isnaad.sa and click "Forgot Password." Enter your email address, and we'll send reset instructions. If you don't receive the email within 10 minutes, check your spam folder or contact support for assistance.

Yes, you can add team members with different permission levels: Admin (full access), Manager (orders and inventory), and Viewer (read-only access). Each user gets their own login credentials. Contact support to add or remove users.

Log into your merchant portal and go to Settings > Business Profile. You can update contact information, billing address, and business details. Changes to legal business name or tax ID require document verification and may take 2-3 business days to process.

Yes, you can pause your account anytime (useful for seasonal businesses) or cancel completely. Paused accounts retain all data and settings. Cancelled accounts have a 30-day grace period to reactivate. Your inventory will be returned or disposed of according to your preference.

Integration varies by platform: For Shopify/Zid, we provide a simple app installation. For WooCommerce/Magento, we use plugins. For custom platforms, we offer REST API integration. Our technical team handles the setup process and provides testing to ensure everything works correctly.

Yes, comprehensive API documentation is available in your merchant portal under "Developer Resources." It includes endpoints for orders, inventory, tracking, and webhooks. We also provide SDKs for popular programming languages and sandbox environment for testing.

First, check our system status page for any known issues. If the problem persists, contact our technical support team with details about the error. We monitor integrations 24/7 and can usually resolve issues within 2-4 hours. Critical issues are escalated immediately.

Yes, we offer custom integrations for proprietary systems. Our development team can work with your technical team to create a seamless connection. Custom integrations typically take 2-4 weeks depending on complexity and may involve additional development fees.

Yes, we provide webhooks for order status updates, inventory changes, shipping notifications, and delivery confirmations. You can configure multiple webhook endpoints and choose which events to receive. All webhooks include authentication and retry logic for reliability.